We are getting rid of a large number of ADSLs and moving those clients onto our SAIX link.
In the process, we're also giving up the ADSL circuits.
So today another 5 Vodacom Business Lines were shut down.
Four of the five were in one location. The fifth one was in a different location.
Location 1 also had an MWEB uncapped ADSL in it.
All the MWEB ADSLs are going at the end of this month - refer to paragraph 1. The only reason they're not gone is because we're tied to a contract that requires a notice period.
So last night I logged into the MWEB customer site and changed the DN for the router that I'm moving over to one of the phone numbers at another site, where it's going to live next to two of it's MWEB boeties.
This morning I shut the VB routers down and relocated the MWEB router to the other premises. I plugged it in, all the lights went on, but there was no traffic being routed.
What followed was six hours of phone calls that have me so frustrated that I've decided to write about it. The first call established that I had connected the router to a "Blocked ADSL line" and that I should contact customer services.
Customer Services had no idea how to deal with a "Blocked ADSL line" and put me back to tech support. Tech support put me back to customer services who eventually told me that a specialist who deals with "Blocked ADSL lines" would call me back.
That was around 10:00am. It's now 5:30pm. Still no phone call.
Many phone calls later and I've been going around in circles. Setting up a Telkom test account works. Setting up an IS connection works. It's just this MWEB connection that doesn't work.
Of all the people I spoke to, there are two that I have to highlight. One young lady who I spoke to around 4:15pm told me that she'd recreated the account and that I should reconnect after 15 minutes - goodbye. The other one was my last call of the day. He first tried to convince me that it was a Telkom problem and was about to also fob me off when I got Telkom on the other line and had him hear that there's wrong with the line. He then transferred me to his manager who told me that the account hadn't been paid (not true, paid by debit order) and who then transferred me to the accounts department at - your guessed it - two minutes to five. Hw probably knew full well that the accounts department go home at five.
So, one day of no use of the service because of MWEB's stupidity. Are they going to refund me?
What do I do? Do I just laugh this one off and accept the fact that MWEB really aren't as great as they say they are? The cost of my billable hours that I wasted today talking to MWEB is already more than the monthly subs. At the end of the day, they are losing a client who gives them a nice amount of money each month, but they haven't even bothered to get somebody from customer retention to call and find out why we've given them notice on the last of our accounts.
Neotel are now doing very reasobaly priced symetrical fibre connections. More and more WISPs and other business clients are either going to plug straight into SAIX on their Gold or Silver service or connect to the likes of Neotel, meaning that MWEB are going to be getting more and more of their routers back. I hope they've got space to store them all.
In the process, we're also giving up the ADSL circuits.
So today another 5 Vodacom Business Lines were shut down.
Four of the five were in one location. The fifth one was in a different location.
Location 1 also had an MWEB uncapped ADSL in it.
All the MWEB ADSLs are going at the end of this month - refer to paragraph 1. The only reason they're not gone is because we're tied to a contract that requires a notice period.
So last night I logged into the MWEB customer site and changed the DN for the router that I'm moving over to one of the phone numbers at another site, where it's going to live next to two of it's MWEB boeties.
This morning I shut the VB routers down and relocated the MWEB router to the other premises. I plugged it in, all the lights went on, but there was no traffic being routed.
What followed was six hours of phone calls that have me so frustrated that I've decided to write about it. The first call established that I had connected the router to a "Blocked ADSL line" and that I should contact customer services.
Customer Services had no idea how to deal with a "Blocked ADSL line" and put me back to tech support. Tech support put me back to customer services who eventually told me that a specialist who deals with "Blocked ADSL lines" would call me back.
That was around 10:00am. It's now 5:30pm. Still no phone call.
Many phone calls later and I've been going around in circles. Setting up a Telkom test account works. Setting up an IS connection works. It's just this MWEB connection that doesn't work.
Of all the people I spoke to, there are two that I have to highlight. One young lady who I spoke to around 4:15pm told me that she'd recreated the account and that I should reconnect after 15 minutes - goodbye. The other one was my last call of the day. He first tried to convince me that it was a Telkom problem and was about to also fob me off when I got Telkom on the other line and had him hear that there's wrong with the line. He then transferred me to his manager who told me that the account hadn't been paid (not true, paid by debit order) and who then transferred me to the accounts department at - your guessed it - two minutes to five. Hw probably knew full well that the accounts department go home at five.
So, one day of no use of the service because of MWEB's stupidity. Are they going to refund me?
What do I do? Do I just laugh this one off and accept the fact that MWEB really aren't as great as they say they are? The cost of my billable hours that I wasted today talking to MWEB is already more than the monthly subs. At the end of the day, they are losing a client who gives them a nice amount of money each month, but they haven't even bothered to get somebody from customer retention to call and find out why we've given them notice on the last of our accounts.
Neotel are now doing very reasobaly priced symetrical fibre connections. More and more WISPs and other business clients are either going to plug straight into SAIX on their Gold or Silver service or connect to the likes of Neotel, meaning that MWEB are going to be getting more and more of their routers back. I hope they've got space to store them all.
