My first email
casual reply.
No call back, first ticket closed without any notice
second ticket open still same copy paste reply from Nexus pathetic helpdesk.
06 April ticket open.
Hi,
firstly I dont understand why I cant reach you via phone?
secondly I put new router to my office it seems like connected after
couple of minutes, computers cant get internet.
router doesnt disconnects as I can see from log,
internal lan network seems fine as I can ping to router.
seems like adsl packages stops running.
can you why it can happen please.
please check the history of 10mbit adsl line to understand?
thanks.
Help desk reply
06 April
Good Day,
Our office hours are 8am to 8pm Mon-Fri and we are not open on public holidays, this is why you cannot contact us by Telephone today.
Regarding your account, it is active on our side and working fine.
Looking at your account logs we can see you last connected at 12:21 and your modem disconnected with "Lost Carrier" which means either your ADSL line went down or your modem is faulty.
Since you mentioned that this is a new modem, please ensure you have the correct details on the modem and if so, then you will need to log a fault with Telkom for your line.
See log below:
Date & Time Message
2015-04-06 12:21:17 Disconnected. Tel (021*******) Port ID (28231******) Reason (Lost-Carrier)
We can login to your account from our test ADSL line without any problems, so the issue is not on our end.
Regards,
Mark
My reply... 06 April
Hi,
thanks for quick reply.
Please ensure modem is working fine and telkom line is working fine because currently I am using telkom uncapped without problem.
in case you mention modem is faulty, I am preparing another router at the moment to skip modem faulty reason.
Can you please check account and try to give clue why its disconnecting?
Kind Regards
My reply...06 April
Hi,
I put a billion router which was working with a IS account perfectly.
in log it says incorrect password which is not possible as I copied and paste from control panel of your web site from my account.
in case I try to change password it gives error
Account status not valid.
firstly why I am getting this error?
secondly can you update password to *******
I will connect router then for test again.
can you give me call please 08******
looking forward to hear from you.
my frustrated reply... 06 April
problem still not fixed,
I tried a different router with my 10mbit account in a different adsl line
which still gives error of incorrect user name.
If this your support not responding or only responding in business hours. This is not a professional way of doing your job.
Please reply me asap.
Tues 07 April Second Ticket open with same problem
Hi,
I open a ticket in your public holiday sorry about that but I didnt get reply just a s casual copy and paste article says,
open ticket from telkom or your new router faulty.
I am opening this ticket as my previous not solved.
Why I cant connect from my office using 10mbit line with 2 different routers.
Why I cant change my password on that account..
Please give me a call to
08********
Support desk reply at last but a copy paste written respond.
Dear Kerem,
I tried to contact you on the number provided however the line was constantly engaged.
There was a problem on the ADSL line, 021******, that you were connecting with. Please contact Telkom to see if the problem has been resolved.
You can change the password by logging into the billing control panel. Select the account and where you see the current password simply change it and click on the save icon next to it.
Should you require any further information or assistance do not hesitate to contact us.
Kind Regards,
Nexus ISP - Support Department
Tel: 0861 000 ISP (477)
Fax: 0866 755 675
Email: [email protected]
A frustrated reply from me to Nexus Helpdesk
Please stop sending me as I explain before in the ticket,
if the line has got problem how can I use my telkom line perfectly with another account and able to send this email to you.
IF there is a problem the other accounts and routers wont work right but it weirdly working at the moment so
the account you provided not working with any router and in 2 different Telkom lines.
Please read carefully Currently LINE IS WORKING with Telkom ISP
Why yours not working????
I get my calls from my cell even I get call while writing this email so please be more creative for your excuses as your phone line not working.
My cell is
08********
and it is WORKING.
please give me a call.
PLEASE BE WITH ME I am sure more FUN about to come from Lovely Nexus ISP Help desk...
casual reply.
No call back, first ticket closed without any notice
second ticket open still same copy paste reply from Nexus pathetic helpdesk.
06 April ticket open.
Hi,
firstly I dont understand why I cant reach you via phone?
secondly I put new router to my office it seems like connected after
couple of minutes, computers cant get internet.
router doesnt disconnects as I can see from log,
internal lan network seems fine as I can ping to router.
seems like adsl packages stops running.
can you why it can happen please.
please check the history of 10mbit adsl line to understand?
thanks.
Help desk reply
06 April
Good Day,
Our office hours are 8am to 8pm Mon-Fri and we are not open on public holidays, this is why you cannot contact us by Telephone today.
Regarding your account, it is active on our side and working fine.
Looking at your account logs we can see you last connected at 12:21 and your modem disconnected with "Lost Carrier" which means either your ADSL line went down or your modem is faulty.
Since you mentioned that this is a new modem, please ensure you have the correct details on the modem and if so, then you will need to log a fault with Telkom for your line.
See log below:
Date & Time Message
2015-04-06 12:21:17 Disconnected. Tel (021*******) Port ID (28231******) Reason (Lost-Carrier)
We can login to your account from our test ADSL line without any problems, so the issue is not on our end.
Regards,
Mark
My reply... 06 April
Hi,
thanks for quick reply.
Please ensure modem is working fine and telkom line is working fine because currently I am using telkom uncapped without problem.
in case you mention modem is faulty, I am preparing another router at the moment to skip modem faulty reason.
Can you please check account and try to give clue why its disconnecting?
Kind Regards
My reply...06 April
Hi,
I put a billion router which was working with a IS account perfectly.
in log it says incorrect password which is not possible as I copied and paste from control panel of your web site from my account.
in case I try to change password it gives error
Account status not valid.
firstly why I am getting this error?
secondly can you update password to *******
I will connect router then for test again.
can you give me call please 08******
looking forward to hear from you.
my frustrated reply... 06 April
problem still not fixed,
I tried a different router with my 10mbit account in a different adsl line
which still gives error of incorrect user name.
If this your support not responding or only responding in business hours. This is not a professional way of doing your job.
Please reply me asap.
Tues 07 April Second Ticket open with same problem
Hi,
I open a ticket in your public holiday sorry about that but I didnt get reply just a s casual copy and paste article says,
open ticket from telkom or your new router faulty.
I am opening this ticket as my previous not solved.
Why I cant connect from my office using 10mbit line with 2 different routers.
Why I cant change my password on that account..
Please give me a call to
08********
Support desk reply at last but a copy paste written respond.
Dear Kerem,
I tried to contact you on the number provided however the line was constantly engaged.
There was a problem on the ADSL line, 021******, that you were connecting with. Please contact Telkom to see if the problem has been resolved.
You can change the password by logging into the billing control panel. Select the account and where you see the current password simply change it and click on the save icon next to it.
Should you require any further information or assistance do not hesitate to contact us.
Kind Regards,
Nexus ISP - Support Department
Tel: 0861 000 ISP (477)
Fax: 0866 755 675
Email: [email protected]
A frustrated reply from me to Nexus Helpdesk
Please stop sending me as I explain before in the ticket,
if the line has got problem how can I use my telkom line perfectly with another account and able to send this email to you.
IF there is a problem the other accounts and routers wont work right but it weirdly working at the moment so
the account you provided not working with any router and in 2 different Telkom lines.
Please read carefully Currently LINE IS WORKING with Telkom ISP
Why yours not working????
I get my calls from my cell even I get call while writing this email so please be more creative for your excuses as your phone line not working.
My cell is
08********
and it is WORKING.
please give me a call.
PLEASE BE WITH ME I am sure more FUN about to come from Lovely Nexus ISP Help desk...
