*READ FIRST* iBurst Billing & Customer Service Queries

Fur said:
Hey r00igev@@r

I did not pm you the other day cause i finaly got hold of somebody in the accouts department. I explained the situation with her and she said she would look into it for me. I phoned accounts depatrment today to find out whats going on and they said to me that my contract only expires in may and that i would be in breach of my contract.......

Ok so first of all yes I am in breach of contract but from my point of view Iburst are also in breach of contract. I have been on iburst for around 5 years and in the last 10 months i went from having a fairley decent connection to a connection that all i can do with is surf the web and get email(very slowley) , I did not sigh up on a 15gig account to surf the web and get emails if thats all i was gonna do with it then i would have gone for alot lesser package that does not cost me a R1000 odd rand a month. Not to mention the speeds have dropped terribly and there is no helpdesk for support and the constant disconnects drive me to want to smash the iburst modem.

Iam gonna make this clear I WILL NOT PAY IBURST ANOTHER CENT CONTRACT OR NO CONTRACT, I will continue every month reversing the debit order until the account is canceled
Click to expand...

Unluckily I do not deal with accounts but will escalate it to the relevant manager.
 
Fur said:
Hey r00igev@@r

I did not pm you the other day cause i finaly got hold of somebody in the accouts department. I explained the situation with her and she said she would look into it for me. I phoned accounts depatrment today to find out whats going on and they said to me that my contract only expires in may and that i would be in breach of my contract.......

Ok so first of all yes I am in breach of contract but from my point of view Iburst are also in breach of contract. I have been on iburst for around 5 years and in the last 10 months i went from having a fairley decent connection to a connection that all i can do with is surf the web and get email(very slowley) , I did not sigh up on a 15gig account to surf the web and get emails if thats all i was gonna do with it then i would have gone for alot lesser package that does not cost me a R1000 odd rand a month. Not to mention the speeds have dropped terribly and there is no helpdesk for support and the constant disconnects drive me to want to smash the iburst modem.

Iam gonna make this clear I WILL NOT PAY IBURST ANOTHER CENT CONTRACT OR NO CONTRACT, I will continue every month reversing the debit order until the account is canceled
Click to expand...

they will eventully hand over the account to lawyers for collections after which they will blacklist you.
 
Fur said:
Hey r00igev@@r

I did not pm you the other day cause i finaly got hold of somebody in the accouts department. I explained the situation with her and she said she would look into it for me. I phoned accounts depatrment today to find out whats going on and they said to me that my contract only expires in may and that i would be in breach of my contract.......

Ok so first of all yes I am in breach of contract but from my point of view Iburst are also in breach of contract. I have been on iburst for around 5 years and in the last 10 months i went from having a fairley decent connection to a connection that all i can do with is surf the web and get email(very slowley) , I did not sigh up on a 15gig account to surf the web and get emails if thats all i was gonna do with it then i would have gone for alot lesser package that does not cost me a R1000 odd rand a month. Not to mention the speeds have dropped terribly and there is no helpdesk for support and the constant disconnects drive me to want to smash the iburst modem.

Iam gonna make this clear I WILL NOT PAY IBURST ANOTHER CENT CONTRACT OR NO CONTRACT, I will continue every month reversing the debit order until the account is canceled
Click to expand...

Hi Fur,

Can you please send me your iBurst account number and contact details.
 
Iam gonna make this clear I WILL NOT PAY IBURST ANOTHER CENT CONTRACT OR NO CONTRACT, I will continue every month reversing the debit order until the account is canceled
Click to expand...

Committing fraud yourself is not the best of ideas.
 
Hey Gcebile

will do

I have already obtained legal advice, if the contract is not cancled this month will be getting a lawyer involved
 
Who can fix iburst contract problems?

my friend has a contract problem. Can someone who works for iburst leave a email here or send your email address as a message to me?
 
Hmmmm , aft your words. i can c you still lucky than me a looooooooooooot.

i use to have a "gig" package ..... which aft 1gig data, i can still use 64k uncaped service from iburst .
( i believe most of you guys understand what am i talking about)

the end of last year , got a email from IBUSRT, than my package changed to "Wireless 2" 2gig + 64K (wow really nice 1, with paying the same price /m )
the end of Jan 2010, suddenly i got disconnected from network , and my acc has been changed to "wireless 1" without 64k service .... ( never got any notice or any type inform from iburst company)
The problem is , my contract still got 20months to go, y ibust just change my contract type plus renewal date ???

the problem as above
I spoke to the call centre , i sent email to acc help desk , i went to menlyn brach of iburst ( where i signed my contract ) .... untill now over 3months ... no reply, no answer, no change , no nothing .
my contract just like a blank paper with only some words called "contract Number " or " work number " on it , and nobody cares about that.

really seems nobody knows whats going on with my acc .

jannievanzyl said:
This still stands.

All new contracts will automatically be the new ones and if you renew you’ll get the new structure. iBurst will honour all old contracts but they’re not available for renewal.

There is some additional good news around this further down.

As mentioned above, people on the old contracts could get back the VAS at no charge but would have to go back to the old bundles and pricing.

iBurst have decided to offer current contract holders the best of both worlds, i.e. we will still give you the free 64Kb/s VAS but will NOT migrate you back if you're still in contract.

So, if you are on a current 24-month contract, you will get the benefit of the new bundles and pricing AND receive the free 64K VAS for the remainder of the contract period, if you had it before. Remember to request it.

One other complaint we picked up was that the VAS is only available from the 5GB packages upwards. This has now been changed to be available from 1GB (Wireless-1) upwards.

You can therefore purchase a 1GB bundle and slap on the 64K or 128K-VAS, if you like.

There is some additional good news but that’s for another post.

In summary, we've kept to what we said from day 1 but have added a few cherries on top:

Contract holders get the new bundles AND the free VAS and both the 64K and 128K VAS's are now available from Wireless-1 (1GB) upwards.
Click to expand...



who can help me ????
plzzzzz
 
thx charlie ..
check this below
jannievanzyl said:
So, if you are on a current 24-month contract, you will get the benefit of the new bundles and pricing AND receive the free 64K VAS for the remainder of the contract period, if you had it before. Remember to request it.
Click to expand...

remember to request it .....
who we can talk to ?
=.=
 
THX

iBurst said:
Please contact our call center first on 087 720 2020.

Or

Log the query on our website by clicking on the "Happy with us? Not? Tell us why" link, or directly here.

The turnaround time is 24hrs.

Alternatively, send us an email on [email protected] the turnaround time is 48hrs to 72hrs.


If your problem is still not resolved after the turnaround times above, the query can be escalated by sending an email to [email protected]. Please supply a reference number when escalating.
Click to expand...

thank you to move my words here ... seems quite right place to be.
but , I'v tried all the ways to fix my problem,however it still . its been 3months man.
now i dont know what to do with my acc.
this time will try the last eamil above.

hope it will be help .

Thanks again
 
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They charged my sister R1500 for a 3 gig account that was suspended last night and we are sitting on 1.5 GB?

thinking of making a Hellkom.co.za for iburst and flaunting it on facebook
 
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User Report: iBurst is the most incompetent ISP in the country

The definition of an ISP is simple, as the acronym implies: "Internet Service Provider"

In laymans terms: give the user internet.

So I try log on to buy more bandwidth on my account:

"Apologies an error has ocurred during login. Please try again later or call client services on 0877 20 20 20"

Okay, so I can't buy bandwidht online from iBurst. First sign of massive incompetence.

I call the number given. No reply. Second sign of massive incompetence.

I try again calling t hem a few minutes later. This time I get through. They can add bandwidth from their side which is great. The fail is that they can't do it via credit card as usual because that system is poked as well.

What is iBurst still doing in business if they're unable to do their basic business fucnction: dispense "internet" to their customers.

iBurst you SUCK. I'm canceling my account and giving my contribution to Telkom as soon as I can.
 
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rogerwe said:
The definition of an ISP is simple, as the acronym implies: "Internet Service Provider"

In laymans terms: give the user internet.

So I try log on to buy more bandwidth on my account:

"Apologies an error has ocurred during login. Please try again later or call client services on 0877 20 20 20"

Okay, so I can't buy bandwidht online from iBurst. First sign of massive incompetence.

I call the number given. No reply. Second sign of massive incompetence.

I try again calling t hem a few minutes later. This time I get through. They can add bandwidth from their side which is great. The fail is that they can't do it via credit card as usual because that system is poked as well.

What is iBurst still doing in business if they're unable to do their basic business fucnction: dispense "internet" to their customers.

iBurst you SUCK. I'm canceling my account and giving my contribution to Telkom as soon as I can.
Click to expand...

I'll investigate and revert with feedback.
 
Hi Gcebile and ronald

i need some clarification here:
so i recieved my statement a few minutes ago, and nearly had a heart atack.
so i noticed an extra debit for i see an invoice for R882 (whici is almost double my subscription the description for 2 of the amounts is uncapped anytime) and another invoice for uncapped anytime of R168.93 (insert heart atack here) then a credit note forR589.58 bringing everything back to normal (shoo)
so my question why are we being billed and then credited for the free midnight to 8am service, no offence but with the track record from the acounts department i have a feeling they will mess up.
 
Jannie - PLEASE HELP - Account Related Issues, Overcharged, Value Added Service

Account Related Issues:
Call Centre Reference: 001-00-146808

I was always billed a total 478 per month for two Giga packages since the inception of both my contracts in May 2008. My credit card records clearly show that I was consistently billed this amount and my account was always up to date. However, in April 2010 I was suddenly billed 954 on the 9th and then 14th 1654.93. When I called the call centre to query the amounts I was told that my account was overdue and that the amounts were taken to settle the outstanding amount.

The consultant did not understand that this is not possible as I was constantly billed 478 and my account was always up to date. After several calls and trying to explain I finally then went to the Sandton offices on Saturday 17 April 2010. The consultant and I checked on the system and agreed that since the deployment of the new systems that the system has being charigng me 476 for a giga package and then 478 for the two Giga packages which were automatically migrated by iBurst since December 2009 to Mywireless 2 packages. In effect I was being charged 478 since December 2009 when the systems were upgraded (in effect there is an issue with your data migration) and this is not correct. The only information I received is that I will be credited and that was via a voice mail. No amount, no commitment when and till today the amount was not reversed. I email the customer support person and he reads my emails but does not respond. This is totally unacceptable and if I am billed for April 2010 and did not receive my credit I will take further action as according to me this is unacceptable practice.

The value added service on the post on this forum says it is possible from 1G but when you call the call centre they say it is only from 5G can you clarify this please.

I was a loyal client since 2006 and IBURST was an excellent service but the account related issues, poor service levels and lack of product knowledge has forced me to consider other options. I call and ask them that once my contracts expire that both accounts are disabled and I get told I must call in when the contracts expire - EXCELLENT CUSTOMER SERVICE :(

After writing this thread I also forwarded all the emails sent to the customer representative directly to [email protected]
 
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Firstly, apologies for all the confusion.

I'll check with Gcebile if she got your mails and will follow up with her.
 
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