Imagine Uncapped Feedback

Nice :D I just returned from a couple of years in London, also loved my 20meg uncapped hahaha... ohhhh well :(

:P
 
Hey guys - back out of another meeting!
The Express accounts do have the 5GB rolling threshold, however it's 5GB over 10 days. So we haven't even bothered to mention it as if you're paying R979 pm for this account you will most definitely get more than 5GB per 10 days. It's essentially an IS loophole where they are aware that they remove the throttling after hours to whatever your line speed is... I which that they'd have just made it simple and said 384 in the day and 4MB at night... but no... less than 5GB per 10days you get 384k and over you get 192k...

TopCa7 - that does sound more stange to me, however I would be interested to find out where you are located. You might well find that you are in a highly residential area with an old exchange/DSLAM/backhaul... i.e. you get a LOT of internet users accesing after work. If your telkom exchange is getting overloaded then your speeds and latency will all be effected. It could also be a whole number of other things and am gonig to have a quick chat with the IT guys to see what they think.

P.
 
I see SAOL are no longer offering uncapped packages, citing too many customers moving to Mweb making the offering no longer viable, as the reason. I wonder how many other ISPs are going to go down this route before IS wakes up?
 
Yeah - it's a shame as I believe that SAOL were provisioning their own IPC and bandwidth. However, you are right... this will be the start of a series of businesses not managing to sustain because of poor service levels and cusomer migration.

There is only so long that someone can be loyal without something in return of favour.
 
Yeah I agree totally, so far it seems IS has made no major commitment to fixing anything, there are literally hundreds, perhaps even thousands of complaints on myBB and various other local forums about TERRIBLE returns on these accounts, ISPs are complaining, basically EVERYONE using these accounts is unhappy and IS don't do anything until it starts to hurt their pocket.

Customer-centric FAIL!!!!
 
ppedrick said:
TopCa7 - that does sound more stange to me, however I would be interested to find out where you are located. You might well find that you are in a highly residential area with an old exchange/DSLAM/backhaul... i.e. you get a LOT of internet users accesing after work. If your telkom exchange is getting overloaded then your speeds and latency will all be effected. It could also be a whole number of other things and am gonig to have a quick chat with the IT guys to see what they think.

P.
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Yeah I do believe it is just an old exchange. I live on the wrong side of Glennwood (Durban). Just behind Entabeni Hospital. Lotsa old people all around ncie and close to the hospital waiting to peg, so not too sure how many of them there are browsing at night :P
If i were 1km Eastward all would probably be 100's

If you type 118 Bidston you will probably get me on Google Maps....it should be public.
 
randomguy said:
Yeah I agree totally, so far it seems IS has made no major commitment to fixing anything, there are literally hundreds, perhaps even thousands of complaints on myBB and various other local forums about TERRIBLE returns on these accounts, ISPs are complaining, basically EVERYONE using these accounts is unhappy and IS don't do anything until it starts to hurt their pocket.
Customer-centric FAIL!!!!
Click to expand...

OK guys - we've just got off a conference call with IS. They have said several things which are very heartening and what appear to be very honest.

- They have admitted that the service is not as good as it could be.
- They are now internally committed to the Uncapped Basic product and are determined to give a far superior service to other competitive options.
- They have upgraded their IPC 4 times in the last month, however are doing a significant upgrade now, to cover the future uptake.
- They are provisioning a lot more international bandwith with the same mentality. There is an up to 5 week lead time on this... might be quicker though.
- They will continue to shape the usual 'abusive protocols/downloads' but the remaining will not be (they could not yet enlighten too much on this).
- The service will remain a 24/7 shapped 'truely' uncapped service.

A few other minor points were discussed, however, what you should take away from this is that it seems that we've won the day as well as we could expect.

The shaping on the p2p, newsgroups, file-sharing downloads is yet to be understood, however, we should be able to expect that the comparative 200GB, 30GB etc.etc. abusive caps imposed by the other uncapped products will never be in place. So... we am hoping to see the IPC improvents shortly and the international improvements throughout May. I do believe that the IPC upgrades will solve a LOT of the issues, however, we will still have some Telkom issues to deal with.

Congratulations guys.
Although, I am celebrating early, I do believe that we have won a major victory and well done to IS for turning themselves around. The proof will indeed be in the final look and feel of the account, however, in previous times, when IS commit to a product like this... they really do what they say they will.

P.S. So still keep us in touch with your service quality and we can monitor the improvements as they arise. However soon, I'm also going to start bugging you lot to tell all your friends to use our ADSL services :D... which also allows us to re-start all of our developments to amalgmate it all.
 
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W00T

Good to hear, ppedrick.
- They will continue to shape the usual 'abusive protocols/downloads' but the remaining will not be (they could not yet enlighten too much on this).
- The service will remain a 24/7 shapped 'truely' uncapped service.
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Will they be allowing this at all (I mean, above the current 1KBps)?...... I mean, we all have some things we really want to download but what used to take me 3 hours now takes me more than two days.

Also, will they be allowing Steam at some stage? I know that a lot of guys have been complaining about their Steam downloads being slow (and on top of this, if we download via Steam, if it's not a demo, then we paid good money for it).... and at the moment I can't even play the R500 game I bought last month. Steam doesn't look to be shaped, it seems to be completely blocked.
 
Great news ppedrick!!! Thanks very much for the hard work, well done man :D
 
froot said:
Also, will they be allowing Steam at some stage? I know that a lot of guys have been complaining about their Steam downloads being slow (and on top of this, if we download via Steam, if it's not a demo, then we paid good money for it).... and at the moment I can't even play the R500 game I bought last month. Steam doesn't look to be shaped, it seems to be completely blocked.
Click to expand...

I would imagine that Steam will be back up to speed as it could only really be classed a medium download system... I will see if we can follow this up very soon. Very little point having uncapped if you are having issues with gaming and downloading. Slower download speeds I can handle, but low latency gaming should not be an option for them.
P.
 
ppedrick said:
I would imagine that Steam will be back up to speed as it could only really be classed a medium download system... I will see if we can follow this up very soon. Very little point having uncapped if you are having issues with gaming and downloading. Slower download speeds I can handle, but low latency gaming should not be an option for them.
P.
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Thanks you.
Yes, slower downloads is fine... but at the very least let me play now and then :P
 
@ppedrick

I will be moving to Imagine next month, because it seems that you are the only ISP that actually cares about your customers. Needless to say, several of my friends will also be joining Imagine as soon as things "stabilize".
 
froot said:
I think it's a case of they throttle it to -1KBps..... I can't even get one started.

Edit.... IS does the shaping, not Imagine.
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ok thanx

guess axxess and afrihost will suck with rapidshare as well hey
I shouldn't have signed up for a whole year with rapidshare:mad:
 
Super78 said:
ok thanx

guess axxess and afrihost will suck with rapidshare as well hey
I shouldn't have signed up for a whole year with rapidshare:mad:
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Ouch....

Just ask one of the other guys if they can access RS files.... maybe it's just me that can't..... just to be on the safe side.
 
Sorry I wasn't around yesterday guys.

Super78 - Rapidshare will very likely be shaped. Despite it being an HTTP protocol modern routers are intelligent enough to spot them. Although I think that froot's been having a terrible time in comparison to several others it's still not the best... yet. I'm assuming that you wouldn't mind 100-200kbps as a starting point? As we are monitoring a lot of this I can let you know when this becomes the more constant speed. For most 4MB's it only goes beyond that between 00:00 and 06:00. The rest is ~30kbps - which is a nightmare.

Heartbroken - Thanks! I honestly didn't know how many people were watching what was happening with these accounts. There are very few ISPs who want to sell these, because the margins are so low and so the political pressure we've needed to bring to bear here has been significant. Again, thanks to all of those that helped out and also the other ISPs who joined tthe fight... although none have made themselves known to me I'm sure there are a few.

I'll let people know more when we start seeing improvements in the accounts.

Cheers P.
 
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