I this fair from IBurst

B

BrandtSa

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I unfortunately acquired the service from Burst with a Uncapped wireless package for R599.

The first evening after receiving the modem I already saw this is not going to work for me, only getting about 32 kb/s. The next morning I have send them a mail asking to cancel the contract because it is not going to work for me and wasn't what I was expecting. I did not get an answer. A week later I ordered an external antenna hoping to get speeds for at least 500 kb/s. I also asked them to send a tecnician to make sure it is setup at the best spot for reception. Well now I only get 60kb/s.

I have send them a mail again asking to cancel the contract, I am willing to pay for the hardware. After about three days I received a mail saying they will collect the hardware and I must pay about R5 600 to cancel the contract.

Is this fair? Who can help me to see if this is according to the consumer act?
 
BrandtSa said:
I unfortunately acquired the service from Burst with a Uncapped wireless package for R599.

The first evening after receiving the modem I already saw this is not going to work for me, only getting about 32 kb/s. The next morning I have send them a mail asking to cancel the contract because it is not going to work for me and wasn't what I was expecting. I did not get an answer. A week later I ordered an external antenna hoping to get speeds for at least 500 kb/s. I also asked them to send a tecnician to make sure it is setup at the best spot for reception. Well now I only get 60kb/s.

I have send them a mail again asking to cancel the contract, I am willing to pay for the hardware. After about three days I received a mail saying they will collect the hardware and I must pay about R5 600 to cancel the contract.

Is this fair? Who can help me to see if this is according to the consumer act?
Click to expand...
It's not, you can take this up. In no way should you be liable for an inferior service. There should also have been some sort of time frame, where if you were not satisfied, that you can cancel without the need to pay a cancellation fee. The fact that you wanted to cancel after a day, and that they could not resolve the issue for you, should be enough for you to challenge this.

Of course you will have to get all your facts in place, emails sent to them etc as proof.
 
Did you even read the speed they were offering?, Did you even look at the map for coverage?
The package you are talking about is tops 100kb/s.
I was also stuck on that package for a long time till I moved and got ADSL.
 
The problem here appears to be a lack of terminology understanding. They probably meant 380kbps, which translates to under 50 kB/s which is exactly what you were getting (understand the difference between kb/s (kbps / kilobits per second) and KB/s (kiloBytes per second). You were hoping for 500kB/s which is about 5-6Mbps. You won't get that on a 1Mbps product. Here you go: http://testmy.net/tools/convert.php
 
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