Is this the acceptable norm?

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Fibre is out in my area.

I'm with Axxess on OpenServe infrastructure.

So firstly I report that my internet is down and do all the silly tests with the agent. After the 100th reset, she says...."oops, just noticed there is an outage I your area. Sorrreee".

No estimated time when it will be fixed. No news on the outage, on the axxess "status" page for Fibre. So I have no idea how long I should wait before lodging another ticket in case there is a problem only with my line.

I don't normally have outages like this. But is this really what passes for acceptable service levels these days? Customer has to make you aware of an area outage. No indication on status page of area outage even after being made aware of it by your clients complaint. No ETA on repairs. Customer just has to sit and wait. FFS, we give webafrica a hard time, but this is no better. 2 hours down now. Fck any urgent work I need internet for.
 
ProfA said:
Fibre is out in my area.

I'm with Axxess on OpenServe infrastructure.

So firstly I report that my internet is down and do all the silly tests with the agent. After the 100th reset, she says...."oops, just noticed there is an outage I your area. Sorrreee".

No estimated time when it will be fixed. No news on the outage, on the axxess "status" page for Fibre. So I have no idea how long I should wait before lodging another ticket in case there is a problem only with my line.

I don't normally have outages like this. But is this really what passes for acceptable service levels these days? Customer has to make you aware of an area outage. No indication on status page of area outage even after being made aware of it by your clients complaint. No ETA on repairs. Customer just has to sit and wait. FFS, we give webafrica a hard time, but this is no better. 2 hours down now. Fck any urgent work I need internet for.
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welcome to FTTH - "Best Effort Service"
 
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ProfA said:
Fibre is out in my area.

I'm with Axxess on OpenServe infrastructure.

So firstly I report that my internet is down and do all the silly tests with the agent. After the 100th reset, she says...."oops, just noticed there is an outage I your area. Sorrreee".

No estimated time when it will be fixed. No news on the outage, on the axxess "status" page for Fibre. So I have no idea how long I should wait before lodging another ticket in case there is a problem only with my line.

I don't normally have outages like this. But is this really what passes for acceptable service levels these days? Customer has to make you aware of an area outage. No indication on status page of area outage even after being made aware of it by your clients complaint. No ETA on repairs. Customer just has to sit and wait. FFS, we give webafrica a hard time, but this is no better. 2 hours down now. Fck any urgent work I need internet for.
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Generally ISP's just get notices from the FNO that there is an outage in an area(s). They don't give ETR's. The ISP's get all the crap on the FNO's behalf. Support staff get insulted and demeaned by customers even though they are powerless to the workings of the machine.

The same goes for other causes of service interruptions for clients. If the FNO's could take just one days support calls for their services, they would close the call center within an hour.
 
my favorite with ISPs is when you send them a message such as :

"I can't ping anything on the net, including known working IPs, and the service light on my fibre ONT is red showing its down. All connections are fine with link lights"

And you'll get a reply from the helpdesk:

"Please ping x.x.x.x and send us the reply. Also check if the cable is plugged in to port Y...."

And I want to lose my mind and cry from the annoyance....
 
IamNoone said:
Generally ISP's just get notices from the FNO that there is an outage in an area(s). They don't give ETR's. The ISP's get all the crap on the FNO's behalf. Support staff get insulted and demeaned by customers even though they are powerless to the workings of the machine.

The same goes for other causes of service interruptions for clients. If the FNO's could take just one days support calls for their services, they would close the call center within an hour.
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I believe this is by design
 
IamNoone said:
Generally ISP's just get notices from the FNO that there is an outage in an area(s). They don't give ETR's. The ISP's get all the crap on the FNO's behalf. Support staff get insulted and demeaned by customers even though they are powerless to the workings of the machine.

The same goes for other causes of service interruptions for clients. If the FNO's could take just one days support calls for their services, they would close the call center within an hour.
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So the people who I pay R1065 for a service owe me nothing here? Getthefckouttahere
 
Been 13 hours. Still out. At what point can I start getting annoyed? R1065 per month.
 
ProfA said:
So the people who I pay R1065 for a service owe me nothing here? Getthefckouttahere
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That is not the case. Your ISP should credit your account for the time the service was unusable. I know this is not compensation for using another internet connection or a loss of time, they will never credit for that.

Regarding ETRs, you can not get water from a stone when there is no water in it. They can get feedback on the issue if the FNO provides it. Vumatels internal system shows the outages, their cause, and progress—but no ETAs. Other FNOs do not have such systems, so they are at the mercy of the FNO giving feedback.
 
IamNoone said:
That is not the case. Your ISP should credit your account for the time the service was unusable. I know this is not compensation for using another internet connection or a loss of time, they will never credit for that.

Regarding ETRs, you can not get water from a stone when there is no water in it. They can get feedback on the issue if the FNO provides it. Vumatels internal system shows the outages, their cause, and progress—but no ETAs. Other FNOs do not have such systems, so they are at the mercy of the FNO giving feedback.
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That's a fcked up system. But, it does sound exactly what one could expect in Africa.
 
14 hours down. New ticket logged with Axxess 1 hour ago. Fckall response thus far.
 
Thank you for contacting Axxess Support.

Unfortunately, we have not received an ETA as to when the Outage will be resolved.

Openserve is currently working on resolving the issue.

The network fault ref no is: 36BVK121124

We humbly apologize for the inconvenience caused.
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Thank you for contacting Axxess, Valued Client.

Please note that the network fault is still open with Openserve, and their engineers are working tirelessly to resolve the issue. The problem is related to a fiber break, and they are actively addressing it. There is no ETA available at the moment, but we will continue to escalate the issue until it is resolved.

Thank you for choosing Axxess.

Have a great day!
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"Valued client". Because I have p03s written on my forehead.
 
Things break or get broken. Most of the time it's vandalism or 3rd party contractors that damage cables. Nobody said fibre will be 100% up all the time.

They are working on it. It WILL take time, it's not just 2 copper wires they can twist together and the signal is restored. It is one helluva job to fix a broken fibre cable. So sit back, relax and take a chill pill. It will only be fixed late afternoon or tonight, maybe tomorrow depending on the damage. Fighting and swearing just pushes up your blood pressure, it has no bearing on the repairs or the speed it will be repaired at.
 
IamNoone said:
Things break or get broken. Most of the time it's vandalism or 3rd party contractors that damage cables. Nobody said fibre will be 100% up all the time.

They are working on it. It WILL take time, it's not just 2 copper wires they can twist together and the signal is restored. It is one helluva job to fix a broken fibre cable. So sit back, relax and take a chill pill. It will only be fixed late afternoon or tonight, maybe tomorrow depending on the damage. Fighting and swearing just pushes up your blood pressure, it has no bearing on the repairs or the speed it will be repaired at.
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Lol. Perhaps stay in your line. If the useless municipality can indicate a ETA when power or water is interrupted, then I would expect Openserve to be able to do the same.
 
IamNoone said:
Its "lane"

What municipality is that? Are they exact on the time of resolution?

This is South Africa. It will be fixed now-now.
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Autocorrect on phone did the "line".

Mangaung. They are pretty spot on. They give time. 2 hours. 3 hours. Never "now-now". Now what?
 
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