Vox / @lantic

[IdlePhaedrus]

Indeed, still they now have a representative on the forum, so perhaps the original post was not in vain.

@lantic/Vox.

Customer Care: Nope.
Defend Themselves: Indeed.

 

[cvanwie]

Hi all,

I just wanted to update everyone involved in this thread, and or those reading it at some future time: problems have been resolved.

Just to re-cap the original problems:

Vox resets the ADSL connection on a twenty four hour basis (or so it would appear) and my router would not always recover from the reset, so a cold reboot would often be required.

While on the phone with IdlePhaedrus, we disconnected him and he reconnected without issue. Granted this was via a Packet of Disconnect (PoD) sent to Telkom's infrastructure to terminate his connection. His router reconnected without a problem. I am hoping that Phaedrus responds tomorrow to confirm the automatic 24 hour disconnect has the same results, some time around 3:35pm tomorrow afternoon.

If you download too much on a particular day, or had too many html connections in a particular session the account would simply fail and there would be a message: can't establish a connection to the server at portal.lantic.net. Sometimes a cold restart of the router would resolve the issue. Sometimes not. Sometimes it would take a day or so for this message to go away, so had to resort to other ISP accounts.

I am intimately involved in our subscriber management platform and we do not have any such rule. This problem is actually identifying an issue with our captive portal solution which permits "capped" subscribers to certain locations, such as "https://portal.lantic.net" in order to allow the subscriber to "top-up". The problem here was that the IP Address for said URL had been changed, and was not updated in our back-end system to allow subscribers to said portal. This has been resolved.

Their help-desk cannot help in this scenario.

The management at the service center has been informed and will take this up with the individual to correctly handle such queries in the future.

Their bandwidth accounting is shocking. Last month I had 25 odd gigs available, but could not use it because I was 'capped'. Probably due to their download / connection limit mentioned above, or some other issue with their technical accounting. According to my current stats I have 10.73 Gigs available, but cannot connect to the net even though my account status is "Active". So am now using my Afrihost account which doesn't have any of these issues.

There was a fault in the Consumer back-end system, which has been corrected and all users have been corrected accordingly.

hey have no SMS or email alert system. If you go over your cap, or get arbitrarily cut off, the account simply stops working, and even if you don't go over your cap it also simply stops working. No warnings, no email notifications, nadda!

This is a correct statement. The Consumer division does not provide such notification at this time.

Month notice period for cancellation. Cannot be done by email, has to be done telephonically.

This is correct as calls are recorded in case of dispute.

The numbers on their account usage page just don't add up. One fields say Available: 12207.25 MB and another says Data Available: 10.73 GB.

The 12207.25 MB was the carry over from previous month, and the 10.73 GB was what Phaedrus had available left to download. While on the phone, we talked through this and he did mention that he now understands the display and that at first it was not clear.

In my Recent session history list, my IP Address is actually my telephone number.

This is a display "bug" and will be corrected by the Consumer division development team.

To date I have not been able to use any of my 'carried over' data.

He has, starting today.

Getting top-ups is very difficult. They would prefer you to move you up to the next account level.

The management at the service center has been informed and will take this up with the individual to correctly handle such queries in the future.

Long story short: Thanks to a customer notifying us a few problems that they experienced, we were able to resolve them.

Phaedrus: Thank you for letting us know of the problems, spending time to work with me directly on the phone, and to experience the changes. I hope to hear back from you about the 24hr disconnect tomorrow.

Cheers for now!

Regards,
Chris
_____________________________

Chris Van Wie
Solution Architect
Vox Telecom Limited
Andes Building, Rutherford Estate
1 Scott Street
Waverley
Web: http://www.voxtelecom.co.za

 

[Nimz]

Looking to move from uncapped to a 50GB capped account with the R59 bolt on after hours uncapped
Anyone can provide some feedback?

 

[Hxx]

Looking to move from uncapped to a 50GB capped account with the R59 bolt on after hours uncapped
Anyone can provide some feedback?

+1

 

[IdlePhaedrus]

To give feedback from yesterday, I appreciate Chris's time, and it appears all issues are resolved.

Kudos to Vox for getting a representative online here at the forums.

Hi all,

I just wanted to update everyone involved in this thread, and or those reading it at some future time: problems have been resolved.

...

 

[Shi]

Glad this worked out in the end, 2 thumbs up to cvanwie.

 

[cvanwie]

Glad this worked out in the end, 2 thumbs up to cvanwie.

Thanks Shi!

Thankfully a friend of mine pointed me to this thread because he couldn't understand how Phaedrus was having such a bad experience and knew that something must have gone wrong.

We actually do care and want to help, but if the issues aren't raised with us directly... It's a gamble if we (service provider) will actually ever hear about the problem that has caused grief, in order to resolve the problem for that customer and others like them.

I'm very glad that I was able to help Phaedrus.

 

[cvanwie]

One last comment. Phaedrus and I spoke yesterday, and confirmed that the normal "24 hour disconnect" happened without his knowledge (as it should).

Case closed...

 

[Nimz]

Is there any way to change the username and password for the Lantic portal?
Also the OTP system is hit and miss with regards to logging in - sometimes it works other times you have to request a new pin 2-3 times

Only signed up yesterday

 

[Fulton17]

Looking to move from uncapped to a 50GB capped account with the R59 bolt on after hours uncapped
Anyone can provide some feedback?

I can only comment on the bolt on and that is to say please don't let the word out at what a great deal this is

I use it whenever I have large downloads and it just flies. A total pleasure

 

[cvanwie]

Is there any way to change the username and password for the Lantic portal?
Also the OTP system is hit and miss with regards to logging in - sometimes it works other times you have to request a new pin 2-3 times

Only signed up yesterday

I spoke with the Consumer development team. They mentioned that you can call the Service Centre and have them change your login details to the portal.

Regarding the OTP -- there is a 15 minute time out on these PINs. If you continue to have troubles with this, please let me know via IM.

 

[cvanwie]

I can only comment on the bolt on and that is to say please don't let the word out at what a great deal this is

pff!! Tell everyone!

 

[cavedog]

I have been with vox gig4gig + uncapped bolt on since launch.... Its the best product out there and by far the most affordable uncapped account that exists. I do have a problem that is tricky to resolve.

When dialing a pppoe connection is there a limit on telkom side how many times it can authenticate? Here is a example. Dialing a pppoe connection via windows. If you connect and disconnect and connect and disconnect the whole time after the 3rd time I noticed that no matter what isp or if you dial a different isp everytime after about 3 dials the next dial WILL time out. Its sortoff like a limit that activates to prevent continuous redials....

The problem I have I have my router in half bridge mode. I have a uncapped account in the router and my vox account that I dial in windows. Now the 24 hour session means that windows will lose connection and seldom recovers from that. What happens is it loses connection and windows redials the connection immediately and it has a chance of timing out like the thing I explained above. The timeout thing is not isp specific and happens with all isps but the 24 hour session end and a possible time out when it redials there is a good chance I will only notice this much later and will have to manually dial the pppoe connection in windows again.

 

[Nimz]

I spoke with the Consumer development team. They mentioned that you can call the Service Centre and have them change your login details to the portal.

Regarding the OTP -- there is a 15 minute time out on these PINs. If you continue to have troubles with this, please let me know via IM.

My opinion - I think the OTP should be disabled as its a serious pain for people checking their usage daily.
Also noticing that the usage reporting is incorrect as I still have the same amount of data showing. (even after using the account between 6am - 6pm)
Will call the service centre to change my log in details

Thanks

 

[akescpt]

I need to get my client zone login name changed and the password as well. I cant remember randomly generated stuff. have to look for the email every time.

 

[wingnut771]

I need to get my client zone login name changed and the password as well. I cant remember randomly generated stuff. have to look for the email every time.

I save it into a text file and copy and paste everytime. Annoying as chrome doesn't remember the details.

 

[akescpt]

I save it into a text file and copy and paste everytime. Annoying as chrome doesn't remember the details.

No browser does. I reckon it's something built into that page that prevents it.

 

[Nimz]

I need to get my client zone login name changed and the password as well. I cant remember randomly generated stuff. have to look for the email every time.

you can do it via your clientzone
Login - My Account - Contacts - New Contact

Fill in the details and Bob's your uncle

 

[wingnut771]

I'm noticing some high pings this morning:

tracert vox.co.za

Tracing route to vox.co.za [209.203.27.146]
over a maximum of 30 hops:

1 <1 ms 1 ms <1 ms 192.168.1.1
2 9 ms 9 ms 9 ms dsl-197-245-30-1.voxdsl.co.za [197.245.30.1]
3 21 ms 20 ms 20 ms 196.41.12.82
4 22 ms 47 ms 21 ms 196.41.12.0
5 994 ms 935 ms 917 ms 41.193.32.49
6 1035 ms 1046 ms 1038 ms 41.193.32.154
7 980 ms 945 ms 928 ms www.lantic.net [209.203.27.146]

Trace complete.

 

[wingnut771]

4mb line:



Download Speed: 150 kbps (18.8 KB/sec transfer rate)
Upload Speed: 211 kbps (26.4 KB/sec transfer rate)
Latency: 1058 ms
6/3/2014 08:00:08