*READ FIRST* iBurst Billing & Customer Service Queries

First of the month and I am capped. Support line not answering after 20 mins.
 
The Customer Service site is down? Was hoping to migrate package
 
Ok I am now seriously p-d off.
After a year of being on the Wireless 1 + VAS and enjoying unlimited midnight to morning bandwidth, this morning I am capped.
I called the helpdesk and spoke to "Lindo" who proceeded to tell me that the Anytime Uncapped VAS DOES NOT give me unlimited midnight to morning but that I only get data at a discounted rate at that time and that the VAS just means that after I get capped I still access the internet but at slower speeds. I asked if the package has just changed and he said no.

So my questions are: HOW ON EARTH is it that for the last year I have been able to use the service and have midnight to morning NOT count against my bandwidth? If this benefit has fallen away, why were we not informed? How can your helpdesk people NOT KNOW the way it has worked? How long is it going to take to sort this out???
 
Voodoomon said:
Everything is screwed at the moment and I dont think anyone has any idea what is going on.
Click to expand...
Hi Voodoomon,
Your account is OK now.
You'll see an updated balance in the next hour.
PM me if not in order.
 
iBurst debited too much money from my account this month

I'm not even going to bother contacting iBurst via email about this, as history shows it'll never be resolved that way.

This month, my account was debited R670. I am on a month-to-month 8 GB package, which should be costing me R592. Or at least, that's what it cost me on contract, which actually should have expired by now (at the end of July or August). The iBurst website no longer lists those costs, but I seem to remember it should be about R540 on a month-to-month plan.

Why am I being charged R670?
 
Azimuth said:
I'm not even going to bother contacting iBurst via email about this, as history shows it'll never be resolved that way.

This month, my account was debited R670. I am on a month-to-month 8 GB package, which should be costing me R592. Or at least, that's what it cost me on contract, which actually should have expired by now (at the end of July or August). The iBurst website no longer lists those costs, but I seem to remember it should be about R540 on a month-to-month plan.

Why am I being charged R670?
Click to expand...

PM me your account and I'll try to assist.
 
There's certainly a problem with bandwidth estimates on iburst.co.za. As of a few hours ago, ours, presumably referring to the first three or four days of October, was shown as

Downloaded 3845.51 MB
Uploaded 54.72 MB
Total 3900.23 MB
Remaining 11459.77 MB
Purchased 0.0
Carried over 10240.0 MB
After hours usage 12800.00 MB

Now, all of the other figures make mathematical sense, but the "After hours usage" is bizarre and does not match with the other reported data. Also, given that our usage patterns have not deviated significantly, if at all, from those of previous months, and that our usage is typically so low that we carry over the maximum 10240MB per month on our package, the other totals are extremely high by comparison. For instance, on 2011/09/22, iburst.co.za reported these figures for the first three whole weeks of September:

Downloaded 2310.91 MB
Uploaded 225.98 MB
Total 2536.89 MB
Remaining 17943.11 MB
Purchased 0.0
Carried over 10240.0 MB
After hours usage 1781.09 MB

On 2011/08/24, iburst.co.za reported for the first three weeks plus a few days of August:

Downloaded 3830.51 MB
Uploaded 497.23 MB
Total 4327.74 MB
Remaining 16152.25 MB
Purchased 0.0
Carried over 10240.0 MB
After hours usage 3294.04 MB

And on 2011/07/25 iburst.co.za reported for the first three weeks plus a few days of July:

Downloaded 4930.37 MB
Uploaded 576.59 MB
Total 5506.96 MB
Remaining 14973.04 MB
Purchased 0.0
Carried over 10240.0 MB
After hours usage 4130.69 MB

Given such usage patterns, the currently reported figures for this month look unreliable prima facie. In addition, I'm in the habit of keeping running totals of the data sent and received figures reported by the iBurst software, rounding all fractions up to the nearest whole figure, and my totals have always been somewhat above the figures reported on iburst.co.za; whereas now, for the first time, iburst.co.za reports usage for October that is more than 1.5GB above the total of data sent and received as reported by the software in the period 2011/09/22-2011/10/03.
 
Psychopompous - the after hours figures now indicate how much you have LEFT. It changed a few days ago when the new packages came in.
 
Ah - would have been nice if we'd been told about the change / it had been indicated on the page.

I'd still like to see an explanation from iBurst as to why our usage for just four days, with no significant change on our side, is suddenly as high as for three-week-plus periods in previous months, and why the figures on the site do not seem to parallel the sent / received figures reported by the iB software.
 
Has anybody noticed that the uncapped anytime vas balances are missing off the stats page on the website and on the day email? Or is it just me? Previously it was under a anytime or give away bucket?
 
Leek said:
Has anybody noticed that the uncapped anytime vas balances are missing off the stats page on the website and on the day email? Or is it just me? Previously it was under a anytime or give away bucket?
Click to expand...
Its not just you. This info no longer shows in my emails/stats either.
 
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