South Africa’s biggest forum. Discuss, discover, and connect with thousands of members.
:erm:
We have a rep on myBB - and a second rep is running as well
and I post on MyBB extensively
In fact the only coverage problem lately has been MyBB articles not seeking our comment. We probably should look at paying for press releases but need to adopt that as part of a broader media strategy to grow into.
Things are a little swamped at the moment on a few fronts but there has never ever been a "don't hang your dirty washing out in the public" attitude and in fact if you look at our Customer Relationship Agreement unlike other providers whose contracts prohibit customers (I kid you not) from doing so ours gives customers the right
There is a lot of value in dealing with most things out of the public eye - particularly for the customer - and when dealing with individual issues it is impossible to do so in public because customer information is sensitive.
Right now the following problems exists:
[1] There was a major failure on the provisioning system on the 31st of May / 1st of June which was repaired by 10h15 on the 1st of June. This lead to approximately 60 accounts being unable to authenticate. Save for half a dozen customers I haven't been able to confirm this is resolved.
[2] A considerable number of people gave signup requests between the 29th May and 1st June which resulted in the provisioning team being inundated with work and a serious backlog problem arose on the morning of the 1st June.
[3] Mostly as a result of [1] and [2] the support queries flowing in on the morning of the 1st June caused a massive problem on the support desk. The desk is now functioning but a backlog of certain duplicated tickets is still being worked through. Also a few dropped tickets arise and need to be attended to (usually be me).
[4] In order to prepare the business to upscale - expansion is very much afoot - several changes to the ticketing and chat systems were necessary. The billing portal kicked in at the end of last month.
[5] Some of the changes on the backend allow us to roll out customized products. This has had to be put on hold.
[6] There was an increase in capacity in Johannesburg and Durban last week which had a 1 day teething problem. Johannesburg is very healthy on IPC using the last 48 hours data.
[7] There is a need to increase the capacity in Cape Town. Unfortunately there is a constraint on this and an installation is needed to accomplish that. The constraint affects several providers and is a general problem in the ecosystem that is the Internet in South Africa. We received good news on that front and the two week eta announced last week is still on track.
We are having to monitor the situation with regard to Cape Town. There are complications arising from the fact that the Cape Town capacity constraint is both on the pipe we control for our customized products and on the other pipes certain of our basic and home capped products work through. Naturally there are commercially sensitive and non-disclosable aspects to this. The other problems are backlog related and a little bit of a consequence of a spike in demand for service (as opposed to demand for network capacity).
I would just like to know when the issues in cape Town will be resolved? I have been so happy with you guys since November last year but these last couple of weeks have been pretty awful not so much worried about the downloads (can live with that) but it is affecting the streaming which I can't live with!!
I would just like to know when the issues in cape Town will be resolved? I have been so happy with you guys since November last year but these last couple of weeks have been pretty awful not so much worried about the downloads (can live with that) but it is affecting the streaming which I can't live with!!
Yes, unless it was fixed today.
