new ASA case against WBS

GRES said:
I think problem is inside UUNET. They are 2 weeks under havy DOS attack :-( !
iBurst itself working for me and for lot of other users for 100%. Just now international tests show my d/l speed 780 - 977kbps. U/l is slow - 150 - 230 only (international). Average ping 48ms.
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currently the iburst site says everything is peachy. some help desk staff say it is peachy, others say there is a problem. up to now no one can tell me when this will be fixed or what the problem is.

right now everything is fine, but i know 2 hours later it is going to be crappy again... so if it is a probelm they should inform us the consumer because not everyone knows what uunet is, or what a DOS attack is... it's a simple message saying: there is a problem with the international link. that way i dont have to keep wondering if it is maybe on my side... and it also might help with people who are fed up enough to start asa complaints.
 
The point behind such a complaint to ASASA is to highlight for consumers in general, via WBS' own advertising, that the service being advertised is limited ITO Customer Service & Technical Support, that unlike other ISPs, WBS does not offer a Helpdesk that operates 24*7, that they severely limit [i.e. shape] P2P applications which even work on dialup...

The point is that WBS' advertising must accurate reflect the service that is being offered - otherwise consumers will be mislead, and WBS not mentioning that they are not ISPA members also gives consumers the sense of false security - they only find out later that WBS has no code of conduct and does not subscribe to what is considered the norm for any ISP...and iBurst customers will continue to bother ASASA with complaints since they have no other recourse - normally customers could lodge a complaint with ISPA instead...

I could as a customer not give a rat's @rse if UUNET is the cause of WBS' iBurst being cr@ppy - that is WBS' problem to identify & solve - even if it means breaking their contract with UUNET & going elsewhere [like directly to the local SA demonopoly] for bandwidth...
 
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ic said:
The point behind such a complaint to ASASA is to highlight for consumers in general, via WBS' own advertising, that the service being advertised is limited ITO Customer Service & Technical Support, that unlike other ISPs, WBS does not offer a Helpdesk that operates 24*7, that they severely limit [i.e. shape] P2P applications which even work on dialup...

The point is that WBS' advertising must accurate reflect the service that is being offered - otherwise consumers will be mislead, and WBS not mentioning that they are not ISPA members also gives consumers the sense of false security - they only find out later that WBS has no code of conduct and does not subscribe to what is considered the norm for any ISP...and iBurst customers will continue to bother ASASA with complaints since they have no other recourse - normally customers could lodge a complaint with ISPA instead...

I could as a customer not give a rat's @rse if UUNET is the cause of WBS' iBurst being cr@ppy - that is WBS' problem to identify & solve - even if it means breaking their contract with UUNET & going elsewhere [like directly to the local SA demonopoly] for bandwidth...
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looking at their advertising and as slimothy pointed out they use a careful language. the case with sentech was simple because of their product names and that is what was forced to change.

the problem is this-
what they say:
Up to 1 Mbps data connectivity Users can recover time that would normally have been spent waiting for data to transfer. This could either be used to get more work done or gain more leisure time.

fact:
only when the service is performing, which is erratic at the moment. according to their website things are fine... so what now? is this a valid complaint?

what they say:
always available conntectivity

fact:
um... not lately... but once again their website says nothing about problems and network status is fine.

what they say:
Once the monthly quota has been used, the burst rate will be restricted to 64Kbps.Additional capacity can be purchased during the course of the month. Unused quota... etc

fact:
some users are not experienceing 64K speeds and according to slimothy there is a limit on how much bandwidth you can buy.

the more i read the more i can see how difficult it will be lodging an asa complaint. especially when you hit their faq's.

hrm... i suppose the best solution is to cancel and get adsl.
 
Fact tech support says any thing over 100kbits/s on telkom speed test is fine.

If you were capped they won't help you at all.
 
I'm loving my Iburst experience, got capped yesterday and getting 7-10 k down.
Nothing to complain about here!!!!!!!
 
seburn said:
Stop whinning about 'crap after cap service' and remember you lucky to get any sort of connection. If you have a problem move to sentech or telkom and pay more.
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Don't think so! They advertise 64 kbps after cap, they should provide 64 kbps after cap! The subscribers pay for it! If they don't provide it they should go to hell!
 
I get 64k post cap so what is the problem? Yeah Slim, we are all already in hell, it's called South Africa!
 
It all just comes back to hellkom

If they had their act together we could all be using 1mb ADSL with no cap at a decent affordable price.

Then WBS would really struggle to keep customers unless they got their act together and offered the same service at a lower price.
 
seburn said:
Stop whinning about 'crap after cap service' and remember you lucky to get any sort of connection. If you have a problem move to sentech or telkom and pay more.
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Jeesh, where the hell do you get off? You pay for "up to 64K" access, so why the hell should they NOT complain when they don't get get it?
 
Kei said:
I get 64k post cap so what is the problem? Yeah Slim, we are all already in hell, it's called South Africa!
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Hell is Iraq, Middle East and Zimbabwe and Georg Bushes brain....South Africa is merely pergatory not quite heaven and not quite in hell. We only share hells ISPs and heavens summer weather.
 
good point

we can say that it is generally acceptable for an ISP to offer 24*7 Customer Service & Technical Support, now we can suggest that WBS has not really been offering even half decent support



That is definately where we can get them.

Last night my network went down, I emailed support coz i have clients who rely on getting mail.... ok usual story
So I email support and i get this "noread" reply.
so i replied with a very annoyed email, and i get a responce asking me what my problem is, ok so they obviosly either didint open it or just deleted it in the begginning.
Now the fun starts, i forward the original complaint back to them and i get another "noread" blank e-mail!!!!!!
Now I am going ballistic, I take a screen dump of the blank "noread" and save it as a .jpg and send them that with my now threaded email.
...............so wait for it..yes....... i just got another "noread" pfffffffft

so if thats the kind of customer service then i dunno...............
especially in this age of internet comunications.

And no I will NOT spend 1c phoning them ........if i lived near the 15th floor i think i would walk in and THROW SOMETHING


DISMAYED THAT PEOPLE ARE SO GULLIBLE WHEN THEY READ THE BRIGHT AND SPARKLY ADDS IN THE MEDIA SPOKEN BY SILVER TONGUE DEVILS
REGARDING THE GREAT NEW BROADBAND ROLLOUT THAT THEY BELIEVE IT

when it all comes down to brass tacks, there customer service sucks.

hey, at least an auto-responder giving me notification that my problem has been loggged and is query no. #12345 ect. is better than squat.
 
An autoresponder to log your query and reply or just reply? No ways, that leaves a trail that may be followed up.
Just sit back and think for a moment, how much of the actual interactions with WBS have been acknowledged and recorded in some way?
 
24hrs/7==~3.43hrs

IMO that's what WBS will give you on a 24 month contract paying R700 per month: a maximum [i.e. "up to"] of 3.43 hours of support spread out over 24 months...:(
 
Darke said:
Jeesh, where the hell do you get off? You pay for "up to 64K" access, so why the hell should they NOT complain when they don't get get it?
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They have more important problems to sort out as I said later.

Up to 64K doesn't imply 64K it depends on the level of expected acceptable service and the level they would like to give you. If you want pure 64K you can only go the diginet route.

Honesty after you reached your cap you cannot expect 'Grand service'.
The reason why they have a cap is to reduce the traffic load, they don't want ppl download or using internet extensively afterwards, ppl who would like to should pay for more bandwidth or they are not WBS target market and quite frankly they wouldn't care if those ppl left.

By all means complain though.
 
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