Odds of the MW service being fixed by end August?

[Turtle]

<blockquote id="quote"><font size="1" face="Verdana, Arial, Helvetica" id="quote">quote:<hr height="1" noshade id="quote"><i>Originally posted by dw</i>
<br />There are many many people that are working their backsides off and are totally committed to improving the services. It really sucks that all their hard work is instantly negated in the public eye by stupid comments from people who are assumed incorrectly to be in the know.
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It's almost impossible to get proper information out of Sentech even when one actively *tries* to get it from "official channels", and all the call center people do is lie lie lie. Sorry, but given their total refusal to talk to their customers, they deserve every negative rumour they get, because it's THEIR JOB to keep us informed. Instead, we get "stony silence", lies, rumours, and vague messages from management that seem designed only to avoid taking responsibility (avoid liability?) and artificially placate customers. And this has been going on for three months now with almost no change; if they are still *routinely* lying to customers at the call center after *three months*, then I see absolutely no reason to believe that they ever intend to 'reform' or improve their communications. If they really gave a rats arse about improving it, they would have just told their call center way back already "OK guys, no more lies, here is the official story about the speed problem". (My own e-mails to upper management members were just ignored, BTW).

 

[GougedEye]

Yeah, I would like to agree with much of the above. The problem is that Sentech never seem to tell us anything via official channels. If you listened only to said official channels you wouldn't even know that there was any sort of problem, except that the greedy, evil, terrorist users were doing their best to break the service by actually downloading stuff. So yeah, we are desperate for information, and we feel we have been lied to so many times that when anything confirms that we are being lied to again, we are inclined to believe it.


So please sit and stay a while. Tell us whats going on. Ask for help. Keep us vaguely in the loop. Maybe then we won't be wearing our Sentech Sucks T-Shirts at Rage!

 

[dw]

I can say that I believe that there is a lot of hope and that there are a lot of very positive things happening at the moment. These things just take time and in my humble opinion can never happen fast enough.

RPM – I don’t think that Sentech would accept an offer for an official announcement forum on this site at this time for various reasons. I think the first step is to get the communications issue resolved, which to me seems to be what people are most dissatisfied with at the moment. If the customer communications were 100% there would be no need for them to officially participate in an independent forum.

Again, in my opinion, people do not always require the same level of communication. Most people don’t want the gritty technical detail. They just want to know that there is a problem that has been acknowledged and someone is working to resolve the problem.

 

[arf9999]

<blockquote id="quote"><font size="1" face="Verdana, Arial, Helvetica" id="quote">quote:<hr height="1" noshade id="quote"><i>Originally posted by dw</i>
<br />
Again, in my opinion, people do not always require the same level of communication. Most people don’t want the gritty technical detail. They just want to know that there is a problem that has been acknowledged and someone is working to resolve the problem.

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That may be true, but that is no excuse for the poor standard of communication from Sentech to date. And, as they are aware of a group of users that DO require this higher level of communication (i.e. the mythical 5-6% or the "baddie" list), why have they not taken steps to provide this? Sentech's customer communication is next to non-existent, so arguing about the the level of communication is a bit of a moot point.

MW128, Tower <b>60</b>(Northpark Plaza), Signal:16%,S-N-L: 7, BER: 45%

 

[regardtv]

DW, do yourself a favour and compare Sentech communication to that of IS/UUNET NOC.

Base a template off there then.

 

[regardtv]

Here is a sample posting from siax - http://www.noticeboard.saix.net/(authentication sadly required)


Call Reference ID : STT000000003619
Failure Type : Network Failure
Problem Description : SAIX National Network failure
Time Down : 3 Aug 2004, 17:40:00
Time Up : 3 Aug 2004, 19:30:00
Impact : All customers
Site : National
Services Affected : N/A
Updates :

3 Aug 2004, 18:15:20 simonskp
Our Tier 2 technicians are currenlty attending to the failure.

3 Aug 2004, 19:32:49 japip
All links are up. We are busy monitoring

Resolution Description : Saix Edge routers reloaded.
Cause of Failure : <b>Software failure on Saix edge routers.</b>
Status : Resolved

 

[lewstherin]

If I were to put a wish list of things that would make me happy, they would be (in descending priority order):

1.) Service delivering consistently reasonable speeds (75+% of package) and generally stable latency and uptime.
2.) Service delivering consistently reasonable speeds (75+% of package) and generally stable latency and uptime. []
3.) Decent advance communication on maintenance and problems wherever possible - with a channel through which one can get detailed answers on the issue.
4.) Honest, informed support from call centre, with fast, workable responses to issues.
5.) Trustworthy accounting and billing.

Personally I could deal with crap customer care occasionally if my service worked properly 98% of the time, so hence 1 & 2 []

<font color="blue">Telkom needs a leash, ICASA needs some guts, and the </font id="blue"><font color="red">SA consumer</font id="red"><font color="blue"> needs to make it happen</font id="blue">

 

[kickass72za]

DW..... Sentech and communication are 2 mutually exclusive terms!!!!

Let me bring reality back in here.... If your electricity went down, you would want to know when, where, how, what, etc so why should internet connectivity be anything different????

Sentech should talk to carrots or some other vegetable..... with their current attitude to "COMMUNICATION" ..... at least they cant talk back and the management would be happy !!!!!

It is really pathetic that you come on here and dont have the ability to actually read a handful of posts prior to making those "JUST GIVE THEM A CHANCE" (said in a high squeaky pathetic voice)

Just for your info ...... there are 1456 topics and hell i think as paying customers we have given them PLENTY so do me a favour and go and read the other 1455 topics and then if you still want to give them a chance, i will send you a giant tub of vaseline to ease your PAIN!!!!

Anyone got any vaseline left????

 

[Robone]

[Again, in my opinion, people do not always require the same level of communication. Most people don’t want the gritty technical detail. They just want to know that there is a problem that has been acknowledged and someone is working to resolve the problem.
[/quote]

I believe you are expressing the attitude of Sentech in this statement, and I cannot accept that. I am no techno wizz, but you are assuming with that statement that most people are dummies and won't understand. Cr*p. Be open and honest, and leave it up to anyone who does not understand to ask the right questions.

What p*sses me off is that I actually believed the support team when they told me that to "hang in until the end of August", and I subsequently spent more money and upgraded my antenna.

 

[Kai]

There is nothing that I can really say here that hasn't been said allready. Sentech have run out of good grace. Just fix the flippen network and stop feeding us bullsh*t!

No more excuses - just give us what we're paying for! It's as easy as that. No more chances or waiting or pardoning. If my connection is not fixed by the end of this month, like I was promised, this sh*t is going to hit the fan in a BIG way...

Okay... so maybe there is something that I can say that hasn't been said before!

<hr noshade size="1"><font size="1"><i><div align="right"><font color="red">one day we will all look back at this... laugh nervously... and change the subject...</font id="red">
tower82.randparkridge.jhb|13-21% signal|256k package, running at 0.3 - 3k/s </div id="right"></i></font id="size1">

 

[gripen]

taken from ITWeb:
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Yesterday's outage left clients with no service from 1pm to 6pm, and the Internet service provider says it is battling to solve the problem.

The problem lies in the connection that runs through Spain, says IS communication and change manager Peter Casalis. “IS contracted with Telkom SA and AT&T respectively for the provisioning of these three circuits (an STM1). These circuits are mapped across different cable systems managed by different telcos. From SA, the circuits operate on the SAT3 undersea fibre cable, and are connected in the Canary Islands with the PenCan6 undersea fibre cable and some terrestrial cable components to Conil on the Spanish mainland, where the last connection en route to the US, to the Columbus 3 undersea fibre cable (crossing the north Atlantic), is made.
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Now this is nice. For those of us who know what an STM is, the above is what we want to see. We know it wasnt Sentech or even IS's fault so we wont shout at them. Simple really. They keep us in the dark and we carry on screaming..

We at least need a choice of technical detail or plain overview. That way there will be no fobbing off and lying to customers. I get annoyed being told that some customers are consistently using all the bandwidth and others are consistently getting low speeds. I KNOW that that is just not possible. Why? Well how come its the same people each time? Thats just an example where the tech details will be useful.

 

[ProAsm]

<blockquote id="quote"><font size="1" face="Verdana, Arial, Helvetica" id="quote">quote:<hr height="1" noshade id="quote">This is ridiculous. I don’t know who “almost everyone in the biz to do with MyWi” is that you are referring to ProAsm, but you obviously have not been speaking to the right people. There are many many people that are working their backsides off and are totally committed to improving the services. It really sucks that all their hard work is instantly negated in the public eye by stupid comments from people who are assumed incorrectly to be in the know.<hr height="1" noshade id="quote"></blockquote id="quote"></font id="quote">mmmm I am very surprised and I think you are way out of line here dw, but lets not hang out our washing here.


<hr noshade size="1"><center><font color="blue">MyWireless Stuff</font id="blue"></center>

 

[regardtv]

This brings back fond memories for another "popular" forumite....

DW has managed to stir up a lot of emotion in a very short space of time ....hope all the attention doesn't scare him/her off.

 

[kickass72za]

DW - probably stands for DIM WIT......

or maybe something else??????

 

[Robone]

If you think how easy it was for DW to get us all stiired up, you wonder if DW isn't someone from Iburst or Telkom or maybe one of us just doing a bit of research for some psych 101 project.

Or maybe it was someone who noticed things were getting quite and decided to add a bit of spice to pot and a big wooden spoon, give a stir and see what happens.

 

[gripen]

DW does often give the impression of being a Sentech employee. Who knows. But round these parts anybody who defends Sentech or their minions is going to get slammed. Its a given. The rear ends are hurting and when people start "justifying" the abuse the mud starts flying.

As I understand it, ProAsm actually uses Mywireless and is or was actively involved on the inside so Im pretty sure he knows what is/was going on behind the scenes. By the looks of it, ProAsm, you seem to be saying the things we are saying nowadays.. what happened to the task team etc?

 

[Luke7777]

He wears a ST badge and seems proud of it. Got on my case a while back when noone and myself were discussing a "hypothetical" situation where satelite d/l and MyWi could be used together. ;-)

128K|21%|13SNL|36 Menlopark 2530

 

[nonroker]

Sounds a bit like Proasm had a fallout with ST. Wonder if he still works for them?

 

[Brolloks]

Why not let him clarify then without everybody jumping to conclusions?

As for calling names I thought that happened at school? That usually resolves nothing.

 

[Scarface]

DW - Let me tell you this. The gossip is as a result of Sentech first denying that there is a problem, then blaming some of us for abusing the system, then it turns out there is a lovely proxy that robbed Telkom of plenty of income for 2nd DSL accounts.

Listen to me mate, when you have a 256K Package and Google takes 15 seconds to load, you phone the helldesk and they send you a turdy mail saying all sorts of hoggies about contention ratio's and you are actually lucky to achieve the speeds you do - because that is more than the minimum you should get....the list goes on.

What is fascinating to me though is the fact that you may have the same intellect as Marcel Raath or Michelle Potgieter - maybe it is something that got screwed in their comptency tests when new employees apply for a job...similar strain of DNA or something. You don't admit first that there is a problem - see why I say what I do. Another common starting point with Self Realization/Actualization (go look it up on Google) is that in order to change something, you need to take responsibility for it...which Sentech is not, alas I don't think anything would change until they do. I can give you more examples of gross incompetence but a simple search on this forum can help you with understanding that statement.

Oh, and Sentech's so-called forum - Comms 101 - Communication = 2 parties speaking their mind.

And lastly, as for attacking Pro, watch your back from now on. Saying anything nasty about him here is like saying a bad thing about Madiba - be warned, I will remove pubic hairs one by one of anyone who says anything bad about him. Ok, maybe not, I should smile like he would and just say, "Sorry you feel that way"...

-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;-&lt;
Not so famous last words -"Hold my dop and check this move..."