(Urgent) ADSL cut off

maumau said:
Nice of CrystalWeb to sort Justin out at such short notice. Seems he was between a rock and a hard place over the long weekend.

You could call it marketing or you could call it exceptional customer service.
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They saw an opportunity to gain respect from this community and they took it. They saw a potential customer in need and they helped him out. A clever move in my opinion and one that has me eager to see what their pricing is at launch.
 
MickeyD said:
Have they explained to the OP that Telkom are still going to charge him for his ISP account?
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We're not charging the OP. He was in desperate need, and we helped with a temp solution.
 
Rickster said:
Im sorry but this isnt legal.


When you say "cut you off" is it completely dead?

They cant stop an uncapped service of you use too much, yea they can slow you down but not cut it off.
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tRoN said:
Now this is really confusing me.
Please get your facts right if you want help.
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Dan C said:
Just In .. no ways will they do that.

Prove is in the pudding ... maybe take another day's holiday and get your facts correct.
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Unfortunately IT is not my profession nor am I very competent in stuff like this.

I am merely presenting you fine gentlemen with what I experienced. I did phone Telkom and they said that I have reached my "Data Cap" for my "uncapped" line. They did not say they had cut my line off, nor did they give any notice that my speed had been turned down.

The facts that I understand are as follows:

-Early Sunday Morning I opened Firefox and went YouTube's URL, I was met with this message.
"The bandwidth consumption on your uncapped account has reached a stage whereby it is having a negative impact on the general performance of our network. In terms of the Telkom Internet Acceptable Use Policy, your account will be managed in a manner that allows us to optimise network efficiency for all users."

-I phoned their customer service line and am told I passed their 100GB Cap on my 2Mb uncapped line.

-I understand their message indicates that my line will be managed (slowed down) and not cut off.

-My payments are up to date.

-Every time I tried to open a webpage I was met with the same message
"The bandwidth consumption on your uncapped account has reached a stage whereby it is having a negative impact on the general performance of our network. In terms of the Telkom Internet Acceptable Use Policy, your account will be managed in a manner that allows us to optimise network efficiency for all users."

-It is quite likely that my line was still running very slowly but I was unable to access anything other that said message.

I bought 20GB capped data from them for something like R140 to allow me to do what I need to today, but as far as I can tell, once this data has been used I will face the problem I faced before till the end of the month.

With regards to Crystal Web, they have been kind enough to give me a 4Mb uncapped line for a week trial. Afterwords I will wait for their pricing and then decide weather they are the ISP for me.

I do apologize if my post is extremely ignorant or unrealistic. I am mearly presenting the events as I understand them. It may just be a simple setting that caused the message to stop me from using the web. It is just that I experienced the same message on two laptops, a tablet and my iPhone. It prevented the mobile devices from connecting to the network.

Thank you for your patience.
Regards
Justin
 
Kudus to Crystal Web.
I already have an uncapped account with them, but will only start using it July.
Can't wait.
 
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Justin223 said:
Hello everyone

Yesterday morning Telkom cut off our ADSL, supposedly because we reached a 100GB limit. We have a 2Mb uncapped line and I seriously doubt that we have reached that limit.

Justin
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That's so weird that Telkom "cut off" your line at reaching 100GB. I have same stats as you (2Mbps uncapped with Telkom shaped) Last month they started throttling my internet connection at 100GB but before last month they throttled at 200GB and even further at some times.
Your account is advertised as "Uncapped" and therefore they cannot "cut off" your line after reaching 100GB or any point in that matter, the worst they can do is throttle you and as per 2Mbps you get throttled anywhere between 256Kbps and 2Mbps.
In terms of the acceptable use policy, I'm not certain whether it gives them the right to cut your connection.
I'm currently at 94GB/100GB, I'll be sure to update you if this happens to me (from my mobile of cause).
 
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Well - For me the moral is that Telkom stink, which I KNOW already, and that Crystal are shaping up to be great ISP option when my current ISP drops the ball.

Great thread, good ending.

Talking point for water cooler in the morning
 
ControlAltDelete said:
That's so weird that Telkom "cut off" your line at reaching 100GB. I have same stats as you (2Mbps uncapped with Telkom shaped) Last month they started throttling my internet connection at 100GB but before last month they throttled at 200GB and even further at some times.
Your account is advertised as "Uncapped" and therefore they cannot "cut off" your line after reaching 100GB or any point in that matter, the worst they can do is throttle you and as per 2Mbps you get throttled anywhere between 256Kbps and 2Mbps.
In terms of the acceptable use policy, I'm not certain whether it gives them the right to cut your connection.
I'm currently at 94GB/100GB, I'll be sure to update you if this happens to me (from my mobile of cause).
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What i have noticed this month is that once you have reached your cap on your so called uncapped line, you need to go into the TI Tracker screens and accept the terms and conditions of the AUP. Until you have done that you are effectively cut off from all internet access except for Telkom website.
 
Bernie said:
What i have noticed this month is that once you have reached your cap on your so called uncapped line, you need to go into the TI Tracker screens and accept the terms and conditions of the AUP. Until you have done that you are effectively cut off from all internet access except for Telkom website.
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Hmm, somewhat akin to the abuse letters MWeb used to send out prior to their shakeup last year.

I assume once you have accepted the AUP service continues albeit throttled?
 
MickZA said:
Hmm, somewhat akin to the abuse letters MWeb used to send out prior to their shakeup last year.

I assume once you have accepted the AUP service continues albeit throttled?
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Yes, thats what happened to me, but its throttled to the point of really being useless, sites time out, emails keep timing out. Unless you loading some static page with 1 small jpeg on, it isn't very useful. This is my experience.
 
Justin223 said:
Unfortunately IT is not my profession nor am I very competent in stuff like this.

*snip*

The facts that I understand are as follows:

-Early Sunday Morning I opened Firefox and went YouTube's URL, I was met with this message.
"The bandwidth consumption on your uncapped account has reached a stage whereby it is having a negative impact on the general performance of our network. In terms of the Telkom Internet Acceptable Use Policy, your account will be managed in a manner that allows us to optimise network efficiency for all users."

*snip

Thank you for your patience.
Regards
Justin
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Hi Op

Sorry to hear about your troubles. Just to help flame the fire, can you maybe take a screenshot of said message? If they are starting to cut off user without proper warnings, they might just lose all their business....
 
Bernie said:
What i have noticed this month is that once you have reached your cap on your so called uncapped line, you need to go into the TI Tracker screens and accept the terms and conditions of the AUP. Until you have done that you are effectively cut off from all internet access except for Telkom website.
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I just hit 100GB about an hour ago and I'm about 1GB into 100GB so about 100,7GB and no notification or anything.
 
So any other person that is with TI on any of their uncapped account's that have had the same experience?
 
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