Statement from iBurst

S

Shaun Green

iBurst Representative
Joined
Feb 14, 2005
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Location
Johannesburg
This statement serves as an update on the iBurst network issues that have been experienced over the past two weeks.

iBurst experienced a number of incidents at the same time, which caused the perfect storm. This resulted in an extended delay in resolving the underlying problems.

The network incidents started on the 13th of February 2008 and were resolved on the 25th of February 2008 at 11:30 am. The poor customer experience was due to peering link degradation, caching issues, and some configuration changes made by one of iBurst’s upstream bandwidth providers during their maintenance. The end result was that some websites could not be viewed, other websites were slow to view and email sending became problematic.

iBurst is currently performing a post mortem of this incident and will be putting in all possible measures to prevent this from happening again in the future.

We appreciate your support, especially in trying times such as these.

Please accept our humble apology for the frustration and inconvenience that these issues may have caused.
 
Why do we only get this information after the issues have been resolved? The helpdesk people have only given us the normal check modem type replies.
The above has been the greatest cause of frustration.
 
Thanx

Shaun,

Let me be the first to say thank you for the update. We do not live in a perfect world and yes there are problems that need time to resolve.

We trust you/your co. (iburst) will be true to your commitment that these problems will, at the very least, be better managed and if at all possible avoided in the future.

Regards,
Iburst Customer
 
What i want to know is why did iburst make changes to the network ?

1. I used to have my own IP, now i notice that i am on transparent proxies, is there any explanation for this ?

I left aerosat for this very reason, and now iburst seems to be going down the same hole .....

Isnt it breach of contract ? and on top of this i was not notified of the change at all, neither was i notified that there were problems, i had to come here to find out about it.

Is it to hard to ask for an honest and reliable isp that doesnt cost a fortune these days ?

I sent mail to iburst 3 days ago and i am yet to get a reply, what kind of service is that ?
 
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Shaun, I would like to thank you for your explanation above and for taking the time to show that someone actually cares from your side...

Glad to hear that things are back on track, just don't leave us in the dark for 2 weeks next time!!! ;P We were all so close to canceling accounts, and moving over to 3G! I took out a 500MG 3G package for the time being...

Hope this problem won't happen any time soon....
 
is the "perfect storm" now an internal iBurst catchphrase?
 
raymerjacques said:
I sent mail to iburst 3 days ago and i am yet to get a reply, what kind of service is that ?
Click to expand...
I've never received a reply from any support manager at iBurst and have been mailing them since last year.
That's why I won't even comment on any of this.

Yes browsing seems to be fine.
 
Why tell us weeks later that there is a problem.I dont need a statement once the problem has been fixed , as i can see its fixed.Its best 2 tell the client when the problem is actually in progress , so we dont get the run around !!!!!!!!!!
 
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