Web Intact (Or intactless service)

[Rikus]

I know the support guys have tried hard to help you, and according to them some of the problems you have been experiencing were apparently on your side. (?)

THAT IS THE BIGGEST BULL I EVER HEARD!!!!
HOW CAN THEY SAY THAT, IF NOBODY CAME OUT TO SEE!!
I HAD BOTH MY LAPTOP AND PC SET UP WHEN THEY FIRST INSTALLED.
WITH BOTH THE PROBLEM IS THE SAME!!
IN THE LAST E-MAIL IT WAS BLAMED ON "STRANGE THINGS" HAPPENING TO THE TOWERS IN RUSTENBURG, BUT THE PROBLEM IS ON MY SIDE, THATS RICH.

HAVE BEEN WAITING FOR 2 WEEKS NOW AND ALL I GET IS EXCUSES.

 

[Rikus]

Did you let the head office support line know that the local technicians didn't show up?

Only 37 times.
Maybe thats not enough.
I bet you 1 months free rental that you and they don't even know where I stay.
Come on I challenge you....publish it here, I have nothing to hide.

 

[MGJ]

They told us that they are getting there service direct from Verizon in Jhb.Ok but why the 800ms ping to Google???I have a signal on my ap of 80% so it cant be signal problem.We did n trace route and the network bundels up at the router

 

[Web Intact]

Kloofzicht?

How many time have i seen that excuse on this forum, if that is the problem then your guys installing the cpe's doesnt know what they are doing. And come on, your the voice for webintact on this forum, get a technician to the oak.

Not an excuse... just that when support was checking his connection, they discovered that his connection queue (speed limit) was saturated at full speed, and he was complaining that speed was an issue and pages could not be opened. All our tests conducted form our side indicate the connection to his CPE is 100%. Signal strength is excellent, data integrity is excellent, and bandwidth tests and usage statistics indicate a high volume of traffic passes through that connection on a regular basis.

This lead support to believe that the following possibility existed:

- A download being conducted in the background by himself or another computer on the network may have dragged his connection down and surfing was slow. This is a very common cause of perceived slow connections.

We try to avoid unnecessary visits by techs to clients, as if it is a client error, they are usually charged for the visit. If it is a genuine hardware failure, then the call is not charged for.
Often users just assume the worst, and end up with a bill that makes them even madder when a simple user error caused the fault.

Not saying that this is the case here - just that by all the data we have, there does not seem to be a problem.

I HAD BOTH MY LAPTOP AND PC SET UP WHEN THEY FIRST INSTALLED.
WITH BOTH THE PROBLEM IS THE SAME!!

Sometimes if a router is employed, the fault may duplicate itself on multiple machines. We'll check again with the Rustenburg franchise if someone can come & see you...

 

[Rikus]

Kloofzicht?

Wrong!!!
I win a free month!!!
I moved in November, your techies came out and charged my wife R850 to move the arial one block away.
When I heard this I went ballistic and have tried, in vain I might add, to get an invoice for the R850.
YOU PEOPLE DO NOT EVEN KNOW WHERE I STAY!!!

This is what I get 99% of the time when trying to use e-mail

Your server has unexpectedly terminated the connection. Possible causes for this include server problems, network problems, or a long period of inactivity. Account: 'pop3.gwisa.com', Server: 'pop3.gwisa.com', Protocol: POP3, Port: 110, Secure(SSL): No, Error Number: 0x800CCC0F

But the problem is on my side.
What happened to the "strange things" happening at the towers and the sick mamager?
Problem still me?
OK

 

[Rikus]

The connection was reset

The connection to the server was reset while the page was loading.

* The site could be temporarily unavailable or too busy. Try again in a few
moments.

* If you are unable to load any pages, check your computer's network
connection.

* If your computer or network is protected by a firewall or proxy, make sure
that Firefox is permitted to access the Web.

This happens 7 out of 10 times when a page is loading.
But the problem is me, I know

 

[Web Intact]

What happened to the "strange things" happening at the towers and the sick mamager?

not relevant to your problem - the issues described where not on the tower you connect to. The sick manager has transferred his flu to another employee - see what happens when you accept Valentine's kisses!

Problem still me?

could be...

tell me -

1) do you use a router? If so, have you tested by bypassing the router and using windows PPPoE connection to confirm where the fault lies?

2) Do you use a download manager? How do you manage all your downloads?

3) Do you have any p2p software installed and running in the background?

 

[MGJ]

Why do you avoid the commend.If you get your bandwidth from Verizon datacenter like your site say why is the ping times still so high????Do u use ADSL and sell it to your clients???What isp does that.

 

[Kloon]

Its always great to see how friendly and helpful companies are towards their clients

 

[Web Intact]

They told us that they are getting there service direct from Verizon in Jhb.Ok but why the 800ms ping to Google???

What area are you in? You should get around 400-500ms on the Verizon linked backbone. Sorry i missed your last question, sandwiched in between all the rest of this thread...

I have a signal on my ap of 80% so it cant be signal problem.

It could be - signal strength does not = signal quality, but that usually manifests itself as dropped packets... and sometimes high latency.

We did n trace route and the network bundels up at the router

Could you elaborate a little on this? I don't quite understand what you mean.

Do u use ADSL and sell it to your clients???What isp does that.

Actually, quite a lot - especially in the WiSP arena.
ADSL is not readily available in all areas, so we (in 'rural' areas) and other WiSP's redistribute via wireless to many areas that previously only had access to 14kbps or slower dial-up. It's no secret...

 

[Web Intact]

Its always great to see how friendly and helpful companies are towards their clients

Thanks! We try

 

[Rikus]

tell me -

1) do you use a router? If so, have you tested by bypassing the router and using windows PPPoE connection to confirm where the fault lies?

2) Do you use a download manager? How do you manage all your downloads?

3) Do you have any p2p software installed and running in the background?

1) Don't even know what that is.Only 1 laptop on wireless.
2)Yes, flashget.
3)No, and never will.

Can you now answer my questions?

1) Why charge me R850 to move a connection and not give
me an invoice?
2)Why not reply to my e-mails?
3)Why not know where I stay.
4)Why the 800ms ping to Google?
5)Do u use ADSL and sell it to your clients?
6)Why has nobody been out to me?.....wait I know this one, YOU DO NOT KNOW WHERE I STAY BUT YOU MOVED MY SETUP HERE

 

[Kloon]

Thanks! We try

That was sarcastic

 

[Rikus]

That was sarcastic

It went straight over his head

 

[Web Intact]

1) Don't even know what that is.Only 1 laptop on wireless.
2)Yes, flashget.
3)No, and never will.

Can you now answer my questions?

1) Why charge me R850 to move a connection and not give
me an invoice?
2)Why not reply to my e-mails?
3)Why not know where I stay.
4)Why the 800ms ping to Google?
5)Do u use ADSL and sell it to your clients?
6)Why has nobody been out to me?.....wait I know this one, YOU DO NOT KNOW WHERE I STAY BUT YOU MOVED MY SETUP HERE

OK, now we're getting closer to the possible causes...

Let me first deal with your connection issues, then your questions to us.

If you are connecting via wireless on a laptop, is there a possibility that the wireless link between your router (I checked - you do use one) and your laptop is the cause?
May i suggest you connect your laptop directly to the cable connecting to the back of your router, create a PPPoE connection and test it like that for one session?

Instructions can be downloaded here:
http://globalwebintact.com/uploads/File/manuals/GWI_Clients_PPPoE_XP.pdf

Next question on the download manager - do you let it run at full speed in the background while you are surfing/emailing? Flashget has a max. speed limit option you may want to set so you still have some headroom for mail & surfing.

Ok - now the answer to your questions:

1) That is not an invoice due from GWI - local contractors would have done the work for you, and they should submit an invoice. It's like DSTV - people install the equipment, and make sure you get a signal... after that, you have to pay your subs to get a service through the equipment that was installed. DSTV is not directly involved in the installation, moving etc.
2) I can't answer that one for - our support staff say they received five emails from you, and all 5 were answered.
3) See # 1
4) see above for possibilities - ping times to Google from the site you connect to are 400-500ms, and ping times to your router are 10-40ms depending on the packet size. You should be getting similar results. If not, I'd check your setup as described above.
5) yes, see my previous post and www.gwisa.com
6) As described in my previous posts, and as in #1

 

[Rikus]

If you are connecting via wireless on a laptop, is there a possibility that the wireless link between your router (I checked - you do use one)

Wrong again!
How did you check?
The contractor tell you?(The one that never told you where I stay)
I was referring to wireless internet!
NOTHING on my laptop is wireless!
There is a cable going to a halfmoon white box that says "BASE UNIT EBU-101-01"

Next question on the download manager - do you let it run at full speed in the background while you are surfing/emailing?

I ONLY download when not using the laptop.
Thats the reason for Flashget, it can resume downloads.

btw, I use a contractor from now on to pay my bills and take no resposibility for who he pays and who not; you know, just like you and your friends at DSTV

 

[Rikus]

OK, now we're getting closer to the possible causes...

We will only achieve the aforesaid if you stop looking at me for the cause of the problem but at yourselfs and your equipment, not mine.

Put THAT in your pipe and smoke it.

 

[Web Intact]

Wrong again!
How did you check?
The contractor tell you?(The one that never told you where I stay)

No - I disconnected your connection and it re-connected about as quickly as I'd expect a router to. Is it safe to assume that you use a PPPoE dialup connection to initiate your internet connection?

I was referring to wireless internet!
NOTHING on my laptop is wireless!
There is a cable going to a halfmoon white box that says "BASE UNIT EBU-101-01"

Thanks for the essential info - soemtimes it helps us get to the root of the problem when as much information which may be pertinent to the situation is supplied as clearly as you are able the first time - I apologise for assuming that "1) Don't even know what that is.Only 1 laptop on wireless" meant that your laptop is connected via its wireless LAN...

I ONLY download when not using the laptop.
Thats the reason for Flashget, it can resume downloads.

btw, I use a contractor from now on to pay my bills and take no resposibility for who he pays and who not; you know, just like you and your friends at DSTV

That's fine - just remember that if he forgets to pay anyone in the list, don't be surprised if your water or lights suddenly don't work one day...

 

[Rikus]

No - I disconnected your connection and it re-connected about as quickly as I'd expect a router to. Is it safe to assume that you use a PPPoE dialup connection to initiate your internet connection?

I use dial-up yes, and its on auto-redial with a 3 second interval.

 

[MGJ]

If you ping the router from your pc you will get <5ms so where does the other time come in.On a diginet line you can get a ping time to Google of 200-250ms with saix to Google and that is confirmed.From ADSL you ping Google 350-500ms on saix.Now you said that you get your bandwidth from Verizon datacenter where your servers have moved to.They are a 1st tear in South Africa and you must be able to ping Google from there at 150-160ms if not better.So if you confirmed it on your site that you have moved in there and that the client have good signal and all is ok between your Mikrotik site and his Senoa CPE sure he must ping Google at 200-300ms and not 800ms other wise there are a big problem with your 5.8 backbone links or you are still on a ADSL line to IS.