Iburst Arbitrarily (and illegally) Suspending Users?
Came to a local internet cafe to post this.
Discovered I was disconnected some time last night or early this morning. Cant login.
I call at 8, Portia says 'there's some sort of problem, and the technicians estimate a fix by 9 - 9.30am
I call at 9.30. Smitty tells me that there's around 100 people with a similar problem, he says that I've reached my cap - and the 'system' has through some glitch, instead of throttling me onto the 64k line, has disconnected me.
He tells me that if I purchase extra bandwidth, this problem should go away.
But - he hastily adds - there is a problem, which they're looking at.
I call at 10, Sheila without comment, puts me through to Dylan - who tells me that IBurst is suspending some users, who are downloading huge amounts of data, and they are the ones responsible for the slow network.
I ask if I'm one of them?
He ducks the question. Tells me that I've downloaded 7 gigs sofar this month.
I say simply that its not my problem, if IBursts software fails to put me onto the 64k line I also point out that I have a contract with IBurst, which states that they auto-switch me to a throttled speed once I've reached my cap.
He ducks it again.
Takes my number, says he'll have to speak with Shaun who's on his way in.
10.10
I phone Shaun. he's on his way in, says he doesnt know whats going on,
and he's trying to get hold of Management to find out.
I raise all of the above issues with him. He has no answers.
I mention Dylan's mention of the fact that I've downloaded around 7gigs this calender month, according to the online b/w counter - and this (on the 20th of the month) is hardly 'abuse' in any way. Shaun agrees.
I also raise the legal issues - namely that I've spent nearly R3000 on a modem that can only be used with IBurst, and if they're deciding to arbitrarily suspend and cut off users who've paid them for their modems, they're going to need to reimburse the customers.
So whatever bandwidth costs are being dealt with - versus paying out up to 100 suspended customers, for their modems, and/or facing a serious court action with attendant bad publicity and media coverage - which will undoubtedly kill IBurst in a very short space of time..
(Furthermore, if IBurst think they can attract and induce customers to pay R3000 each for a modem, then - due to a failure of software on their side - arbitrarily suspend the customers AND not reimburse them for the modems, this constitutes criminal fraud.)
Shaun says to call back within two hours - says he's had to field upwards of 70 calls sofar, from others in the same situation.
So now I'm waiting
Its interesting that the official story went from 'theres a problem which'll be fixed' to 'the cap software errored out and disconnected people by accident'(but you can buy extra bandwidth to avoid this problem) to ' Iburst is suspending users who have abused the network - and who are responsible for the slow speeds - but please, its better that you speak with Shaun'
(At which point I called Shaun)
I wonder now if IBurst Management is about to cut its own throat, in a very public way.
Naturally, I hope not.
But if IBurst think they can suspend 70 -100 or more customers, and not fully reimburse them for their required outlay for the IBurst modem - forget any simple groaning and moaning on this forum - there's about to be some combined legal action.
As with Sentech before them, the INSTANT there's a legal action against IBurst, which makes it into the Media, that is IBursts adspend and PR flushed down the toilet, near permanently.
If IBurst think its going to be 'cheaper' to just suspend users, rather than have an adequate and working 'cap software' on their network - they're in for an incredibly unpleasant and very public surprise..
Let's see what the remainder of this day brings..
