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Sentech apologizes to customers about access problems
By Cara Christian, MyADSL, 26 October 2005
Sentech have been experiencing intermittent problems on their International link for the past two weeks.
They have issued a public apology to their customers for the inconvenience and hope to have the issue resolved within the next few days.
Sentech began noticing intermittent access problems on their network a couple of weeks ago.
The result was a higher than normal latency on its internet connectivity, resulting in problems with customers retrieving their email (mainly POP3 from other email servers) as well as delayed response when accessing international websites or servers.
Due to consistent problems experienced with one of its international internet carriers Sentech decided to move to an alternate provider on Thursday, 20th October 2005.
Although all necessary precautions were taken to ensure a smooth changeover, configuration problems as well as hardware failure with the new carrier's equipment, resulted in periodic international internet access downtime, since the cut-over.
In response to Sentech regarding the problems, Peter McBride, Regional Vice President EMEA, PanAmSat says "I apologize for the service interruptions you have experienced and assure you we are doing all we can to obviate further interruptions."
A secondary back-up satellite link had been made available by PanAmSat since last night (Tuesday 25th October 2005) which has alleviated most of the slow International access problems.
The Sentech technicians are working furiously on the hardware and equipment issues to move the service back to the primary link as soon as possible.
Winston Smith, MyWireless Product Manager, apologized to customers for the inconvenience.
“Sentech apologises to its customers, MyWireless and VSTAR, for the inconvenience experienced when using the service during the past few weeks and gives clear and emphatic commitment to provide the best possible service going forward,” he said.
The fact that Sentech have issued a statement regarding their networks problem is part of a growing trend towards consumer awareness in the broadband industry.
Previously, many broadband subscribers were left in the dark regarding the status of the service when unable to access the Internet.
It is encouraging to see that broadband providers have come to realize the importance of keeping customers informed.
By Cara Christian, MyADSL, 26 October 2005
Sentech have been experiencing intermittent problems on their International link for the past two weeks.
They have issued a public apology to their customers for the inconvenience and hope to have the issue resolved within the next few days.
Sentech began noticing intermittent access problems on their network a couple of weeks ago.
The result was a higher than normal latency on its internet connectivity, resulting in problems with customers retrieving their email (mainly POP3 from other email servers) as well as delayed response when accessing international websites or servers.
Due to consistent problems experienced with one of its international internet carriers Sentech decided to move to an alternate provider on Thursday, 20th October 2005.
Although all necessary precautions were taken to ensure a smooth changeover, configuration problems as well as hardware failure with the new carrier's equipment, resulted in periodic international internet access downtime, since the cut-over.
In response to Sentech regarding the problems, Peter McBride, Regional Vice President EMEA, PanAmSat says "I apologize for the service interruptions you have experienced and assure you we are doing all we can to obviate further interruptions."
A secondary back-up satellite link had been made available by PanAmSat since last night (Tuesday 25th October 2005) which has alleviated most of the slow International access problems.
The Sentech technicians are working furiously on the hardware and equipment issues to move the service back to the primary link as soon as possible.
Winston Smith, MyWireless Product Manager, apologized to customers for the inconvenience.
“Sentech apologises to its customers, MyWireless and VSTAR, for the inconvenience experienced when using the service during the past few weeks and gives clear and emphatic commitment to provide the best possible service going forward,” he said.
The fact that Sentech have issued a statement regarding their networks problem is part of a growing trend towards consumer awareness in the broadband industry.
Previously, many broadband subscribers were left in the dark regarding the status of the service when unable to access the Internet.
It is encouraging to see that broadband providers have come to realize the importance of keeping customers informed.