Iburst usage issue! Very Unhappy!

Z

Zodiak

Expert Member
Joined
Sep 2, 2009
Messages
1,046
Reaction score
112
Location
Jhb, RSA
:mad:Well, I've been following the Iburst forums for awhile, since I joined Iburst about 1.5 months ago.... Now I am starting to regret getting myself into a 24 months contract with them....

I have a 3 Gb account with Iburst, this was refreshed on 1 September, I used up about 1.2 Gb since then. Therefore, I should have 1.8 Gb remaining unless my maths is off. Well, I logged into the Iburst site and it states that I have -1200 Gb remaining and my connection is THROTTLED. I am getting 6 Kb/sec download speed which is the throttled speed instead of 50 Kb/sec I usually get.... 4 Days in and I have been robbed of 2 Gb of bandwidth which I pay for and I am NOW throttled....

It gets better, I called their tech support and their agent started arguing with me stating that I have 1200 MB left and the "-" negative means nothing. I explained that I am throttled which they just couldn't understand and then after my R30 of airtime ran out I am still without a solution.... And R30 poorer.

Another thing, I was never billed by Iburst on 1 Septmeber which I should have been billed. I know it sounds like a blessing but I'm sure they'll probably double bill me later so I wanna know what is happening!!!!!

Shaun or somebody can you please HELP?!

Downloaded 1191 MB
Uploaded 43 MB
Total 1234 MB
Remaining -1234.36 MB
Purchased 0.0
Carried over 0.0

:mad:
 
Maybe time for independent a forensic audit to be done on the accuracy of the iBurst monitoring software, accounts systems etc. ?
Considering the number of 'glitches' confirmed by iBurst in the system already and non delivery of usage reports etc.
 
I am also on a 3GB package, I am also missing bandwidth and I am throttled at the moment.

http://www.speedtest.net/result/554951884.png

Like Shaun said earlier, there's glitches in the system (iBoss) and they are working on it tonight.

Hopefully things will be sorted out in the morning.
 
There is money involved here with a billing system that is linked to bandwidth usage.
If the software cannot be trusted it needs to be investigated.
 
Aha, so that is the issue with iBurst tonight. Their system ****ed up again. Lovely.
Also have a 3GB account, but according to the site, I am on the 1GB package, used 660MB, but my balance is -600MB. WTF!!!!
 
I agree with Gecko, every MB used costs money and in the end of the day I can't trust Iburst after reading all these forums and then experiencing the same issues myself..... What if I need to download stuff today, will that go towards my usage at a throttled speed?! It shouldn't.

Also, I really still want an answer from Shaun as to what happened with the monthly billing, I don't like surprises, especially surprises coming off my account!
 
To be honest. At the rate that the iBurst systems are failing, I think they should just switch off all systems refund every single for all the **** that the customers have been going through and go home. How do they expect to even run a business when they dont even have the systems to support it?
 
The problem at the moment for everyone, is we don't know how much bandwidth has been used and how much is left.
 
The worst part is the customer service. If there is an issue, let me know when I call in and don't argue with me when I say there is a problem..... Why does tech support not know of any issues then!??!??!?! Especially if everyone is experiencing this (most people obviously don't check their usage and don't complaint or what....).

I agree with Dragonsang31, refunds or compensation is in order (maybe with some extra bandwidth), I don't trust the usage screens and I am not convinced I used the data I did and people in their tech support think that - 1200 = + 1200 which makes me worry that they have no clue at all. Why am I paying R469 each month?!?!?!?!
 
So who can independently investigate this?
Is there some ombudsman or umbrella organization one can lay a complaint with?
I have serious misgivings about the validity and accuracy of data, monitoring systems and accounting procedures.
 
Zodiak said:
The worst part is the customer service. If there is an issue, let me know when I call in and don't argue with me when I say there is a problem..... Why does tech support not know of any issues then!??!??!?! Especially if everyone is experiencing this (most people obviously don't check their usage and don't complaint or what....).

I agree with Dragonsang31, refunds or compensation is in order (maybe with some extra bandwidth), I don't trust the usage screens and I am not convinced I used the data I did and people in their tech support think that - 1200 = + 1200 which makes me worry that they have no clue at all. Why am I paying R469 each month?!?!?!?!
Click to expand...

The management can't fire the old staff. They have to retrain them but that is often very difficult.
 
I must do some research with that and I think many will want to go down that route I'm sure....
 
Madhawk said:
The problem at the moment for everyone, is we don't know how much bandwidth has been used and how much is left.
Click to expand...

Then how can users be billed for it?
Or throttled for that matter?
This needs to be investigated in full starting well prior to the "Upgrade".
What data does iBurst have to back up their claims and can it be independently verified by Audit?
 
Zodiak said:
LOL, maybe they should start.... :eek: I mean, I should seriously ask them to compensate me R 30 airtime wasted just for the principle of the matter!
Click to expand...

I think it is time for the cover to be lifted what is really happening underneath the hood with the iBurst "Upgrade".
How consistent and valid is the data in their system?
An independent Audit needs to be done.
 
How to get iBurst support:

Step 1. First come to myBB and check if you are the only one with a problem.
Step 2. PM Shaun with all your details and Issues/problems.
Step 3. Try phoning help desk/tech support.

If all fails, open window and throw modem out of the window...:D
 
The sad reality..... I would through the f'n thing out of the window but I am going to have to pay for it for the next 2 years on contract whether I have it or not.... :-(

So would ICASA be the governing body/Ombudsmann in Iburst's case?
 
Zodiak said:
The sad reality..... I would through the f'n thing out of the window but I am going to have to pay for it for the next 2 years on contract whether I have it or not.... :-(

So would ICASA be the governing body/Ombudsmann in Iburst's case?
Click to expand...

ICASA would be a start.
But don't hold your breath. They are generally fairly toothless.
ISP's know this.
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X