WA's support is still as ridiculous as ever. More than 24 hours after submitting a ticket, I get a canned response on my query of the incorrectly deducted Download plus gigs, linking me to an article about how WA's reporting system works, and closing the ticket without any further interaction!
Absolutely pathetic customer service, never mind the fact I'm on a business account and would expect the level of support received to be proportionate to the extra I'm paying!
Whichever rep eventually shows their head in here - I'd like this matter escalated to a supervisor. I am both in the right regarding the gigs (with logs as proof) and would like an explanation as to how you feel allowing a support staffer to close a support ticket without my authorisation or satisfaction is good business practice.
From my own experience:
With the large spike of usage logged, that's due to the way Telkom sends RADIUS data. It's around every 60 minutes (give or take a few), but is based on whenever they last sent usage stats. I'm guessing that all the usage data for your 5am-6am downloads was sent through after 6am, and so WA allocated it to the 6am-7am slot.
Their solution to this was to simply give the customer the benefit of the doubt and deduct the usage from Download Plus (or whatever the **** they call it nowadays, I ditched them a long time ago) instead of anytime bandwidth, even though it's been allocated to a timeslot outside of Download Plus hours. If they still take this approach, then they will indeed take no further action.
Technically, given a hypothetical scenario of Telkom reporting 40 GiB usage between 05:15 and 06:15 (which WA would currently allocate to the 06:00-06:59 slot but still take off Download Plus), they could instead take a time aggregation approach and allocate 30 GiB between 05:00-05:59 and the remaining 10 GiB between 06:00-06:59 (and then have 30 GiB come off anytime and 10 GiB come off Download Plus). The problem with this approach is that they have no way of knowing just how much of that 40 GiB was done before 06:00 and how much was done after 06:00, and the time aggregate approach could (and probably would) unfairly cap people. As much as I despise WA (to the extent where I put them in the same class as Openweb), their "give the user the benefit of the doubt" system is the fairest option. That said, it is far from intuitive, and the problem may simply lie in the presentation of information via the DSL Console (which never changed from when I first signed up in 2007 to when I told them to **** off a few months ago).
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