Internet session disconnect issue

Neotel

Neotel

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We thank our customers for providing us regular feedback regarding the internet disconnect / session hanging issues. This problem is intermittent in nature, and therefore isolating the core reason has become a challenge.

This is a top company priority and all of the customer input is being considered during the investigation.
As part of our analysis we have embarked on location based testing (with customers) to ensure that the problem is replicated and a solution developed.

Neotel
 
I am experiencing this issue as noted in the other thread. Gardens, Cape Town on Neoconnect Prime. I haven't been able to detect a pattern to the session hanging issue. The disconnect is usually every 2GB that is downloaded
 
Last edited by a moderator:
Hi ninex,

I have got you down for investigation and have requested a trace to be put on your service.
 
I'm also having these problems. As stated in the PM I sent you a while ago. Should I PM you my address details?

I've stated when mine disconnects.
 
@ Tsugaru,

Please send me your Name, Neotel service number and contact details please - include any additional info regarding the problem.
 
Compensation

@NEOTEL

I have now escalated so many complaints to your Head Office and the complaints department. But they obviously follow the same philosophy as the Call Centre: Promise client to phone back in 48HRS then just don’t. EVER!!

Over the past two months we had slow speeds, billing issues, etc...Etc...
And now the past two weeks I got frequently disconnected, unable to connect for hours at a time and two weekends ago no connection for 3 Days!!

But at the end of the month we have to pay the FULL amount for a service witch is only usable 50% of the time!!

In truth, Neotel has been in breach of contract to it's users.

When are we gonna see some kind of compensation??????
Or even at least a public apology???
 
Hi Neotel

I appreciate the effort mate. Its a nice change from the service we usually get in our sunshine state.

I really hope you guys can find the problem , cause when neotel works ... its bloody brilliant.

Thanx for the hard work ... keep it up.
 
im still having problems in wilgeheuwel, PN 492

yesterday morning i connected with RSSI of 98, after about 5 minutes the connection was unusable and i had an X1 on the phone. checked RSSI and it was 115 (???). switched off the phone & took battery out, plugged it in again, still had a huge RSSI... havent used it since then
 
I have to agree with one of the earlier messages that we appreciate the effort Neotel puts into it. When it does work, which is almost all of the time, it is really brilliant. I live in Kenilworth Cape Town, and couldn't connect for 24 hours between yesterday afternoon and this afternoon. And believe me, I was spitting fire. But when I think about it carefully, I still get more traffic and faster speeds and lower prices than with my old fixed-line service providers, and I can use MTN data bundles when Neotel does have problems. So at the end I'm still winning, even though Neotel has problems from time to time. So, thanks for the service.
 
Some feedback: I dont know if you guys did anything , but my line was a bit more stable this weekend. I still got some disconnects , but only about 10% of what it was.
 
well here i am on an alternative connection ... because my neotel now refuses to gimme any data hehe. I can dail up , and the program says connected , but no data flow ... fek i hate this.

Do you have any sort of feedback for us neotel man ?

I tried the call center but the poor guy trying to help really had no idea ... all he could say was : its part of a network issue ...
really ... a network issue ... who wouldve guessed. no help at all ...

oh well ...
 
The problem arose last night again, it started around 10:30 pm last night, and last I checked (6am) I still had the problem.

I run 'ping -t sever'; it connects I start receiving ping replies then after 10, 20 or 30 seconds (seems to be a multiple of 10 seconds, perhaps a clue?) it stops receiving data.

Normally it only happens once a day, and I disconnect and reconnect and its fine, last night its been the whole night.
 
Before reconnecting

Code: 
tracert 41.160.0.36

Tracing route to 41.160.0.36 over a maximum of 30 hops

  1     *        *        *     Request timed out.
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4     *        *     ^C
After reconnect

Code: 
tracert 41.160.0.36

Tracing route to cns01.neotelza.net [41.160.0.36]
over a maximum of 30 hops:

  1     *        *        *     Request timed out.
  2     *        *        *     Request timed out.
  3   189 ms   198 ms   184 ms  41.174.0.1
  4   179 ms   184 ms   188 ms  cns01.neotelza.net [41.160.0.36]

Trace complete.

Next time this happens I'll ping 41.174.0.1 and see what happens
 
Well I'm losing my patients very very quickly now. My speed has been terrible for the past week and constant disconnects. It also looks like Mr Neotel Rep decided to take a holiday, "
Last Activity: 27-04-2009 01:52 PM".

I just got off the phone with Neotel support. Guess what? The whole country is having a "Network" problem". Doesn't that sound firmiliar?

I'm wasting all this money just to have my downloads stop wasting expensive bandwidth(On NeoConnect 15gb) because downloads become corrupt. Rapidshare Manager is just sitting with 0kbps download..doing nothing. Yet I can download normally through a browser, until the download and internet just stops.

I'm getting flipping fed up! What more can one do? It's getting out of hand.
 
Yeah, had issues today as well. It doesn't feel like an inherent problem with the wireless technology so much as as a clogging / back end issue. I was getting stupid slow speeds today, as well as response time-outs and the usual disconnect where it doesn't really disconnect. If it's a back end issue, why can't it be fixed? More fibre? Another tower?

As soon as everyone "wakes up and goes online", the speeds drop off the chart. I had a big download on today, and didn't see the speeds go above 25KBps the whole day (Neotel Prime). I should at least be getting 65KBps... that's closer to normal.

I'd never go back to Telkom... but today the uncapped accounts are looking attractive.

Does anyone know when faster uncapped devices are going to be launched? Flex uncapped would be acceptable now... but as soon as Telkom launch the 8Mbps ADSL, Neotel will have to respond with something faster.
 
This is perhaps just me, but since I installed Windows 7 over the weekend my connection has been rock solid. I was getting dropped regularly using Vista, but I stayed connected without a single issue the entire weekend on Windows 7. Didn't test the speeds, but they were fast enough that no frustration was caused while browsing.
 
I think hold on another week or two before you jump to that conclusion.

I really doubt a change in windows operating system would make any difference to a dial-up connection's reliability. I've had the same issues on XP / Vista and Windows Server 2008. I'm not sure windows 7 is going to have the answer when Neotel are blaming the issues on network load.

Wouldn't that be nice though... problem solved and we can all get a great internet connections:rolleyes:
 
I have tried Windows 7 as well, does the exact same thing. It seems to disconnect when transferred bytes reach between 1 - 2GB's. I hope they can resolve quickly as this is very painfull to reconnect every now and then....
 
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