@lantic R59 uncapped 'bolt-on' feedback

hereticangel said:
eish i phoned this morning , because i see account was dead :/

guy said im over my cap , and just increased the limit , stupid usage tracking is buggered (i told him that, and they did remove the gigs at the end of the month), was 4gig for the whole week and worked fine , i better not be getting a big bill!
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What bothers me is that we have been complaining about this billing problem for little over a month now, and still it appears as if there is nothing being done about this. It is worrying.
 
Sadly I am cancelling my account. I took the openweb 4mb special for R389 a month for 24/7 uncapped @ 4mb and I know I WILL ONLY pay R389. Way more than what I'm paying now but its 24/7 uncapped so decided to go that way. Maybe someday in the future I will go this uncapped product again when they fix it.
 
cavedog said:
Sadly I am cancelling my account. I took the openweb 4mb special for R389 a month for 24/7 uncapped @ 4mb and I know I WILL ONLY pay R389. Way more than what I'm paying now but its 24/7 uncapped so decided to go that way. Maybe someday in the future I will go this uncapped product again when they fix it.
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Hi Cavedog, it is sad to see you go. Hopefully they will fix this ASAP. As I said earlier I am not really in the mood to start looking for another ISP, but if they are not able to correct this problem I will probably make the move also.
 
Hi all,

This is very concerning to me (and @lantic) that the billing is having troubles. I am personally involved in this product and the system which handles the billing aspect (Evolutionware).

I'd like to open the door to the first 3 people who respond to me identifying their exact problem and or findings. What I'd like to see is the following:

* DSL username (so that I can look at the usage reports manually)
* Billing problem (e.g. over billed 2gb when I used 4gb only during bolt on time, screen shots etc...)

I would suggest that you private message me rather than a public reply with your DSL username for security measures.

This will benefit the community as well as the business; if there is a bad use case or a missing use case in the code we will be able to track it down with absolute certainty. This kind of community involvement will help track it down as soon as possible.

I will only personally work with the first three responders (due to the amount of influx I might get!) -- I hope you understand that I can't personally help each and every one! Once the problem has been identified, I promise I will gladly share so that everyone understands what the problem was and what the corrective measures were.

Thanks in advance for your participation and understanding.

Chris Van Wie
Solutions Architect
Vox Core
A Vox Telecom Division
 
cvanwie said:
Hi all,

This is very concerning to me (and @lantic) that the billing is having troubles. I am personally involved in this product and the system which handles the billing aspect (Evolutionware).

I'd like to open the door to the first 3 people who respond to me identifying their exact problem and or findings. What I'd like to see is the following:

* DSL username (so that I can look at the usage reports manually)
* Billing problem (e.g. over billed 2gb when I used 4gb only during bolt on time, screen shots etc...)

I would suggest that you private message me rather than a public reply with your DSL username for security measures.

This will benefit the community as well as the business; if there is a bad use case or a missing use case in the code we will be able to track it down with absolute certainty. This kind of community involvement will help track it down as soon as possible.

I will only personally work with the first three responders (due to the amount of influx I might get!) -- I hope you understand that I can't personally help each and every one! Once the problem has been identified, I promise I will gladly share so that everyone understands what the problem was and what the corrective measures were.

Thanks in advance for your participation and understanding.

Chris Van Wie
Solutions Architect
Vox Core
A Vox Telecom Division
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Hi Chris,

Thanks for noticing this post and offering to give of your time to assist in this matter.

I am actually the OP that started this post, and till today, I am still having billing issues.

Can you maybe PM me with your email address, and I can send you my some netlimiter stats, as well as some figures of actual usage vs billed usage over the last 3 months (I opened my account almost right after it was launched - May 21st).

Thanks again, and hope we can get this resolved asap.
 
Hi

Chris and Vox

Can you please tell us when the billing issue will be resolved?
I am very interested in your bolt-on package.

After reading the post on this thread I have decided to wait until the billing issue has been addressed.

Kind regards
 
klipdrifter said:
Hi

Chris and Vox

Can you please tell us when the billing issue will be resolved?
I am very interested in your bolt-on package.

After reading the post on this thread I have decided to wait until the billing issue has been addressed.

Kind regards
Click to expand...

Edit: Wrong info
 
Last edited:
Vox said:
Hi there

I've been informed that this issue has been resolved, but you will only see the correct billing info from the next billing run.

We apologize for the problems and inconveniences caused. Hopefully all the teething issues are sorted out now :)
Click to expand...

Next billing run starts in 2 days. Let's see then if it is fixed...
 
Vox said:
Hi there

I've been informed that this issue has been resolved, but you will only see the correct billing info from the next billing run.

We apologize for the problems and inconveniences caused. Hopefully all the teething issues are sorted out now :)
Click to expand...

Thanks for the info Vox!

Cancelling my current ISP.
 
Vox said:
Hi there

I've been informed that this issue has been resolved, but you will only see the correct billing info from the next billing run.

We apologize for the problems and inconveniences caused. Hopefully all the teething issues are sorted out now :)
Click to expand...


Hi all,

Unfortunately this is not accurate; I am sincerely sorry for the misleading comment above.

We have identified that there is a bug/defect in our code which handles the Bolt-on product from @lantic (many thanks to the three participants!!). We are working on it as fast as possible (my developer is currently reviewing the code base accordingly) and will continue so that we can fix this before the billing run.

Again, I'm sorry for the misleading/misunderstanding comment from the user "Vox"; they are not working from the right information at this moment.

Please understand that I am the point of contact for this product and the way that it works. I will update as soon as possible (most likely, tomorrow morning).

Again, sorry for the confusion here.

Sincerely,

Chris Van Wie
Solutions Architect
Vox Core
A Vox Telecom Division
 
Sorry about the wrong info. My sources didn't know what they were talking about ;)

We'll let you know as soon as it's all sorted out.
 
cvanwie said:
I am the point of contact for this product and the way that it works. I will update as soon as possible (most likely, tomorrow morning).Sincerely, Chris Van Wie
Solutions Architect A Vox Telecom Division
Click to expand...

Hi Chris ,

A different technical matter regarding @lantic - it was mentioned a number of pages ago, in this thread ;
don't know if it would be for you, Vox or someone else to have a look at, but if it can get sorted out at the same time it'd be appreciated.

The issue concerns the fact that the Alert Threshold percentages don't work at all.
They can be set to any percentage (50% , 80% etc.), and no alert gets sent through to either an e-mail address or via SMS to a cellphone.

Please can someone at Vox / @lantic have a look into this and try fix it - it obviously relates to the Capped products (ie. Gig4Gig).

Would also appreciate some sort of feedback on this (even though not directly thread-related, but still an @lantic technical problem).

EDIT: By the way, it seems strange that there's no place next to the Alert Threshold block to nominate a cell no. and/or e-mail address over there (like I've seen with some ISP's).
By default then, should these alerts be automatically sent to the number / e-mail address when we signed-up for the account ?
 
Last edited:
I O U said:
Hi Chris ,

A different technical matter regarding @lantic - it was mentioned a number of pages ago, in this thread ;
don't know if it would be for you, Vox or someone else to have a look at, but if it can get sorted out at the same time it'd be appreciated.

The issue concerns the fact that the Alert Threshold percentages don't work at all.
They can be set to any percentage (50% , 80% etc.), and no alert gets sent through to either an e-mail address or via SMS to a cellphone.

Please can someone at Vox / @lantic have a look into this and try fix it - it obviously relates to the Capped products (ie. Gig4Gig).

Would also appreciate some sort of feedback on this (even though not directly thread-related, but still an @lantic technical problem).

EDIT: By the way, it seems strange that there's no place next to the Alert Threshold block to nominate a cell no. and/or e-mail address over there (like I've seen with some ISP's).
By default then, should these alerts be automatically sent to the number / e-mail address when we signed-up for the account ?
Click to expand...

Hey there, I have checked the system. The over threshold warning is sent to the organisation's email address (as discussed on the phone with you). I have checked the logs and can see lots of emails being sent. Please check your spam and or junk folders.

Unfortunately, we cannot extend this to notify via SMS at this time. I'm sorry for the inconvenience.

Chris Van Wie
Solutions Architect
Vox Core
A Vox Telecom Division
 
Bolt on problem

I believe that we're narrowed down the problem. We're not sure why the issue is arrising though.

For transparency, I want to let you know exactly what the problem is.

We are querying date ranges and times to isolate what is included in "bolt on" time frames and what isn't. For some reason the query results that are returned by the database is randomly excluding certain entries. There isn't a pattern to missing sessions which has us a bit stumped.

We are going to investigate more tomorrow with our Oracle DBA.

Hang in there guys.... We're getting very close.

(Many thanks to cavedog for volunteering us to inspect all 126 sessions by hand, this is where we found the problem)

More information tomorrow.

Chris Van Wie
Solutions Architect
Vox Core
A Vox Telecom Division
 
cvanwie said:
Hey there, I have checked the system. The over threshold warning is sent to the organisation's email address (as discussed on the phone with you). I have checked the logs and can see lots of emails being sent. Please check your spam and or junk folders.
Unfortunately, we cannot extend this to notify via SMS at this time. I'm sorry for the inconvenience.

Chris Van Wie
Solutions Architect
Vox Core
A Vox Telecom Division
Click to expand...

I appreciate you delving into this - I use an e-mail client, but regularly check my G-Mail spam/bin folders & clear them everytime I log onto G-Mail. There's definitely nothing coming through from @lantic on this subject.

I also don't understand why there would be ''lots of emails being sent'', as I should at most be notified I've reached the threshold once a month, which would (at most) translate into about 12 mails in the last year.

The SMS option would be far more preferable, if it could be setup sometime in the future.
 
I O U said:
I appreciate you delving into this - I use an e-mail client, but regularly check my G-Mail spam/bin folders & clear them everytime I log onto G-Mail. There's definitely nothing coming through from @lantic on this subject.

I also don't understand why there would be ''lots of emails being sent'', as I should at most be notified I've reached the threshold once a month, which would (at most) translate into about 12 mails in the last year.

The SMS option would be far more preferable, if it could be setup sometime in the future.
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I'll let @lantic know about the request for SMS notification. Regarding my comment of "lots of emails" I meant system wide, not you... Sorry for the confusion.


EDIT: I just spoke with @lantic and they have logged the request accordingly.

Chris Van Wie
Solutions Architect
Vox Core
A Vox Telecom Division
 
Last edited:
cvanwie said:
I believe that we're narrowed down the problem. We're not sure why the issue is arrising though.

For transparency, I want to let you know exactly what the problem is.

We are querying date ranges and times to isolate what is included in "bolt on" time frames and what isn't. For some reason the query results that are returned by the database is randomly excluding certain entries. There isn't a pattern to missing sessions which has us a bit stumped.

We are going to investigate more tomorrow with our Oracle DBA.

Hang in there guys.... We're getting very close.

(Many thanks to cavedog for volunteering us to inspect all 126 sessions by hand, this is where we found the problem)

More information tomorrow.

Chris Van Wie
Solutions Architect
Vox Core
A Vox Telecom Division
Click to expand...


Cool np. Atleast you know where to look now a bit. :-)
 
For some reason the query results that are returned by the database is randomly excluding certain entries. There isn't a pattern to missing sessions which has us a bit stumped.

We are going to investigate more tomorrow with our Oracle DBA.

Hang in there guys.... We're getting very close.
Click to expand...

This is great news. At least now we know that we were not imagining things. I really hope you find the solution.
 
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