POOR SERVICE same problem steenburg/dslam area TICKETS 123cwk230407 and 77cwk090567
Hi
I am having a couple of problems with my WebAfrica SAIX account (pre-paid):
1. Some pages take forever to load or timeout
2. I frequently get "GATEWAY TIMOUT" errors
These issues happen on a variety of websites, sometimes if I wait 15 seconds and click refresh the page loads instantly - 15 seconds later I have the same problem. It even happens on some local sites like News24.
This seems to be happening for the last couple of weeks. Where do you think the problem is, SAIX, WA or my ADSL setup (quality of the line, connection configuration etc).
I am running SUSE 10.2, a billion router and a 384k line.
TIA.
may23 telkom - fault 123cwk230407 logged telkom (many others before for some weeks- same problem but lets start there)
did speed tests - user START /RUN/ cmd
in dos ran tracert
www.bbc.co.uk and many other sites - local and worldwide
consistently 1st row showed complete time out
2nd row (ie 2nd attempt- showed connection - in reality this would have neccesitated 15secs to retry via browser ...and sometimes many tries)
technician checked local box in area for my line - as expected showed no problem - called out 3 to 4 times by telkom to perform this test
phoned my isp kingsley
Monday, April 30, 2007 6:38 PM
sent tracert printscreen to them kingsley by email
he got on to line with saix (also 0800375375 ) who told him there was slowness and local congestion - in the area being steenburg/dslam - not specifically my line
asked him for referance - he said saix would phone me to report how they were resolving
they never phoned
MANY MORE 0800375375 calls HOURS WaSTED waiting on the line - but im a developer and i cant load anything with these timeouts so at this point this is the only "service" available .......this is what (didnt ) happen .im still trying
07 may morning
phoned KINGSLEY asking the manager to get back to me on the reuslt of the outage they had apprently had conversation with SAIX about on MON 30 via derke there techinican - shaun Manager - as he was busy i was told would call me back - this never happened . Nothing on my messages - no incoming call registered from ISP kingsley
technician finally arrived mon 7 may later in day
tested line my premises on his modem worked fine (did not on my line) he told me i needed a new modem (Ashley was technician)
I wa sphoned by telkom before i d got a chance to get new router and i said problem was resovled believing techicians judgement that I needed new router /modem -(I suspect noone ever told him the local area general problem as clearly it s never reported - see below )
07
08 MAY went out bought NETGEAR wirles router supplied by duxbury - cost R1199 at choas competers - installed evening everything seemed fine - though a little slow but at least loading without nedding a 2nd try on pages as had been before
09 May exact smae problems with new router - time out / tracert dos tests confirming timeout - even to tracert
www.saix.net
even speed test
http://www.telkom.co.za/athome/products/dsl/speed.html would not load ( i hour later still does not load )
Phoned logged new fault ( was told mine was closed and resolved
New fault logged 77cwk090567
Asked to have reference for the techincians ashleys report who told me to buy a new router
was passed on to igsaan adakarie - adsl tech dept - on 0800375375.l Igsaan told me that general area steenburg/dsalm fault general on mon30 passsed on telephinacally to kingsley by saix was never reported on outage sheet for mon 30 - nothing in steenburg exchange/dslam -
Igsaan alos told me if router was working even if intermitent acces then router settings were correct - no need to check them further
Also told me no record of thechnicians report that I needed a new modem except c via 08003753075 ext 3 for fault tracking ( re techinician who advised new modem ) - Sipho Boptman in fault tracking hAd told me manager was out
Now awaiting "new fault " - clearly still old fault to be investigated and very possibly same general outage in steenburg/dslam area
The problem of course is that where kingsley ISP (technician Julian DW ) told me that SAIX acknowledge a fault no outage was reported on the mon 30 sheet
New fault logged 77cwk090567 may make no mention of outage as they only put that i bought a new modem + that intermittent and constant timeouts occuring still - as to my knowledge telkkom does not proive a forum like this where faults can be tracked and reposrted rather than waiting for an hour on 0800375375 I am now forwarding a link to this to TELKOM technician igsaan at
[email protected]
Clearly there is need for better management and communication at telkom
yes they phone back quickler but any service orientated company online now has a TICKET SYTEM to report and track online
The software is cheap and even free
SO Im using broadband and directing telkom here ..for now
