iBurst Migration & PPU Questions

[Gekco]

This started in the 'triple play' article in the news section but is really moving off topic with regards to that.
http://mybroadband.co.za/vb/showthread.php?t=200909

I am posting it here for some feedback and clarification.

I'm happy for iBurst. I've tried to cancel my month-to-month deal with them for the last 3 days.

Sorry this is offtopic but i want to rant about iBurst. You call accounts department, get put in the queue for 10 minutes and they insist on trasferring you to the "Retentions department". There is no "Retentions Department" number on their website to call directly. Here your call will be dropped or you get put on hold for 10 minutes or longer. I put the phone down because waiting 20 minutes is now rediculous.

I tried changing packages using their website. I want to change from my 5GB package to the 40MB package. they want to charge me a R1650 migration fee. The reason I went for the month-to-month deal was that would be bound to contract. WTF! Why am I charged this rip-off fee.

I signed up with ADSL 2 weeks ago with Telkom. Service was superb. In 10 hours I had my ADSL signed up over the phone, self-installed and connected.

I didn't think I would ever say this: iBurst, learn from Telkom. For the exhorbatant fees you charge on your bandwidth, your service sucks!

Check the T&C on their web site relating to month-to-month contracts.
There is a FIXED R 99 downward migration fee for month-to-month customers irrespective of which package you are on.
Insist that the contract be honored. (I went though the same hassle...)

You're right, I remember it used to be R99. The fvkkers have changed the T&C . It now reads

4.11 Package Migrations

4.11. 1 Month to Month Agreements
The Subscriber shall be entitled to Downward Package Migration subject to (1) one calendar month notice. A migration fee shall be charged by the Service Provider in respect of downward migration."

Is this something new then?
I paid R 99 when on month-to month when Migrating +- 3-4 months ago before ditching them for ADSL.

Also of Interest I note under 'Package Migrations' in their T&C:

4.15 PPU shall automatically be provisioned to the Subscriber in respect of any package that the Subscriber has chosen. The Subscriber is however, entitled to opt-out by furnishing the Service Provider with (1) one calendar month’s notice of termination.

Does this mean that when a person migrates packages they are then automatically moved on to PPU (Pay per use) and have to give "one calendar month’s notice of termination" to terminate PPU again?

And this:

4.11.2 Twenty Four month Agreement
The Subscriber shall not be entitled to Downward Migration but shall be entitled to Upward Package Migration free of charge by furnishing the Service Provider with (1) one calendar month notice.

So is it not possible to do downward migrations on 24 month contracts any more?

Some clarification please?

 

[iBurst]

Will get this detail for you.

Thanks

 

[Madhawk]

What time is the "Retentions department' open until?

I wanna phone them in regards to my migration package.

I don't want to be on hold for 30 minutes, so I wanna phone after hours.

I changed my package from 3GB to 1GB on the 15th October.

On the 25th October, I was still debited R449 (Month 2 month).

I reached my cap at 3GB, which proves that I'm still on 3GB (Pro).

I emailed help desk, I emailed Shaun, I requested an statement/invoice. No confirmation.

Shaun responded that he sent the info to the "Retentions department'.

So here I wait for the 25th November to see if I'm on the Giga package...

2 months to upgrade a billing system and a website that doesn't function.

I have no words...

 

[iBurst]

@ Madhawk

I have been assured that all your queries will be answered on monday.

They will be calling you.

Thanks

 

[Gekco]

Any feedback on this yet?

 

[iBurst]

Hi Gecko

The retentions/migrations guys are going to be calling you and explaining all the queries you have put forward.

Apologies for the delay.

Thanks

 

[Gekco]

Hi Shaun,

The feedback is for iBurst users in general though, so it would probably be best to post it here.
I think this is something that will be of general interest to anyone currently subscribed with iBurst.

Thanks

 

[iBurst]

Agreed.

Retentions manager would like to talk to you first.

Then all answers can be posted here.

I am sure she would like to take care of all your queries and not miss anything.

 

[Gekco]

Shaun I am no longer with iBurst.
This is a general question in response to rogerwe's post above.