Shocking Phone call with IBurst

Hi wintergarden

I trust all is now resolved with the refund? Let me know if I can assist further.

Cheers for now
Ed
 
Fudzy said:
Well then the mlipp's 'college' must be talking crap. I wonder what the motive behind bad mouthing was??
Click to expand...

Maybe trying to light a fire to get someone on whatever his issue is. Really hope he's not putting up a show, doesn't really help any of us when someone cries wolf...
 
Ed, thanks for the report back on this subject, this is the sort of way we all would like you to handle ALL issues/queries that we as users bring up, instead of the us(iBurst) and them(users) sort of communication that has been going on for the past couple of years.

We are all in this together and as such should try to work towards a common goal.

Again, well done on the way you handled this subject.:)
 
I must say when I was with iBurst I was quite happy with everything. My only problem was with accounts at the end when I decided to take a leave due to financial reasons. It took me two months for the accounts department to stop billing me.

But suppose that is just systems that still need to get into place as it is a very young company, and I know that it can take a company sometimes up to 5 years before they get the right people in the right job to sort out the systems.

Anyway I would go back to iBurst if i had the choice in the future
 
Hi Ed, thanks for your interest shown in this matter.RE:Shocking e-mail.I did get an apology and my connection has been reconnected.No sign of any refund yet though? It is however good to know that someone is interested in keeping customers!I'll let you know if the refund happens,I suggest neither of us hold our breath.Thanks again.
 
Thank

Hi Ed,

Thank you for the feed back it is much appreciated. I think your replies on the forums help a lot. Especially with a person like me looking at making a move to another provider. My "college" at work has had a look at the replies.

For anyone interested the course on offer at the college at work do not include spelling (as you can see not my strong point).

I am still with Sentech and looking at moving. IBurst would be better for my needs right now (No telkom service as have moved into a new complex).
 
Hi mlipp

Thanks for the kind comment, MrH's comments are also very much appreciated.

Looking forward to having as you part of the iBurst family soon!

If you need to know more about iBurst and its products, don't hesitate to ask me.

Cheers for now
 
surprising that no conversation was recorded...

yet sometimes people over exaggerate problems.
 
MrH said:
I've only phoned them when I hit the "cap of death" so I only had 2 options open to me...........either hang on and wait or purchase an extra 1GB.

Even though it would have been cheaper and less frustrating to just purchase the extra bandwidth I don't see why I should since the 64kbps is supposed to be part of the service I pay for every month.
Click to expand...

I am also considering making the move to iBurst but am really concerned about some of the complaints on the iBurst forum. What do you mean by 'cap of death'? i was under the impression that once you reach your cap the service gets throttled to 64kbps. If this is not the case and you get hard capped it is definitely not worth it.
 
VJB 449 said:
I am also considering making the move to iBurst but am really concerned about some of the complaints on the iBurst forum. What do you mean by 'cap of death'? i was under the impression that once you reach your cap the service gets throttled to 64kbps. If this is not the case and you get hard capped it is definitely not worth it.
Click to expand...

I've been on since December and although I've been capped I've been able to browse and more importantly play WoW without any real reduction in quality. The biggest thing that suffers after cap are the streaming video.

Also remember, unless you take one of the 'G' subscriptions (3,6,9 etc) they soft-cap doesn't apply and you will be hard-capped when you run out of bandwidth.
 
VJB 449 said:
I am also considering making the move to iBurst but am really concerned about some of the complaints on the iBurst forum. What do you mean by 'cap of death'? i was under the impression that once you reach your cap the service gets throttled to 64kbps. If this is not the case and you get hard capped it is definitely not worth it.
Click to expand...

"Cap Of Death" does not always happen and for some reason does not affect all users, sometimes I get the 64kbps for months and then get the "COD" month after month, I don't think they know what the real problem is with the band width monitor but when it happens I call iBurst and most the time they give me a "free" 1GB to carry me through for the rest of the month.

This is not the answer to the problem but until they can figure out why it happens to some users it looks like we just going to have to put up with it.

Maybe Ed can tell us as to the progress in getting it sorted out once and for all.
 
I am also considering making the move to iBurst but am really concerned about some of the complaints on the iBurst forum. What do you mean by 'cap of death'? i was under the impression that once you reach your cap the service gets throttled to 64kbps. If this is not the case and you get hard capped it is definitely not worth it.
Click to expand...
Firstly if you want to switch to iburst. Make sure that you have a good signal! else you can forget about the 1Mbps.
Secondly watch out for their billing department!
As for the COD (Cap of Death) it doesn't always happen just very erractic... I've got a feeling it's their CAP management system which extends to the DB...

if you worried about the comments that you've read in here... try the ADSL and Sentech section :D
 
Hi All

The Cap of Death is one of those randon issues that raises its ugly head now and again as MrH has mentioned. We have found that by changing account details works most of the time. We have also found that by changing the modem, the problem is resolved. 90% of the time, the problem is fixed, but sometimes it does come back.

It affects a small population of our customer base.

We are reviewing the entire capping process at the moment so that this issue is removed once and for all.

Cheers for now
Ed
 
We are reviewing the entire capping process at the moment so that this issue is removed once and for all.
Click to expand...
please don't tell me you are considering Hard Capping.

If that happens I for one WILL be cancelling iburst as well as recommending it to everyone that I've convinced to sign up with iburst.
 
Hi

Whatever we do, will be positive and better than what is currently on offer. Changes are also not going to happen over night and are many months away. We're going to be listening to our customers over the next months and get a feel of what the best way forward is. This proces takes time because we want to get it right...

Regards
Ed
 
Ed Hall said:
We're going to be listening to our customers over the next months and get a feel of what the best way forward is.
Click to expand...

You were doing that a year ago. I remember filling out the survey on your website. What happened to that "listening to our customers"? You know exactly what your customers want. They want more for less. They want value for money.

The service is overpriced. Its that simple. So start delivering before the competition wipes you out.
 
Point taken Gatecrasher, but like I said everything we do must be positive...and we do listen to all our customers, it's an ongoing process.

Cheers
Ed
 
fishfly said:
please don't tell me you are considering Hard Capping.

If that happens I for one WILL be cancelling iburst as well as recommending it to everyone that I've convinced to sign up with iburst.
Click to expand...

I doubt that, you'll probably find the light subscriber will benefit from a soft cap as well.
 
Gatecrasher said:
You were doing that a year ago. I remember filling out the survey on your website. What happened to that "listening to our customers"? They want more for less. They want value for money.

The service is overpriced. Its that simple. So start delivering before the competition wipes you out.
Click to expand...
Wow. I'd completely forgotten about that survey...

Other than that, my feelings echo what Gatecrasher said.
The packages are stale, overpriced and underspecced. And more for less doesn't mean we want more VAS offerings. :p If I want a fax service, or a security suite, I'll find it on my own... I want a more reasonable and capable internet service - price wise, bandwidth wise, the works... :)
 
Hi Ed, still no joy with my refund.If you could let me know if its still going to happen?Or a date when it will.I've now tried everything!!!I've got a buyer for my modem already,let me know if I'm wasting my time and should rather sell it.Thanks again for your time.
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X