Web Intact (Or intactless service)

[cyberarmy]

The towers have from 4 hours to 7 days, depending where they are located. The further away they are from a service centre, the longer the backup time.
GWI HO has a generator that we manually switch over to. We are moving offices pretty soon, so we aren't making any permanent arrangements right now.

And regarding your 800VA UPS - not much good these days, except to shut down elegantly. You need a big battery & pure sine inverter. Check out www.planmypower.co.za or www.inverter.co.za for a better solution.

Probably getting a generator. Some companies had asked us to source them overseas, may just get some for ourselves.

 

[diebaas]

The equipment has finally arrived, and upgrades are beginning...

Goed om te hoor.

 

[rebel998]

The equipment has finally arrived, and upgrades are beginning...

Most of our sites' backups that have been suffering due to extended power outages have also been upgraded (regardless of what rebel998 says ("And its no use blaming eskom for your troubles, load shedding has affected us all but you should've been prepared for it and had plans in place. Same goes for lightning.")

Who was prepared??? I certainly wasn't at home, and have only made a plan since the blackouts began.
I posted a comment on IT Web just the other day below an article complaining of Cellular provider cells going down, like the one I connect to at home. I counted about 5 successive times that the signal just disappeared about 1.5 hrs into the blackout...

@ rebel998 - looking back at your post history, it seems you have been contacting support fairly frequently, but ignoring their advice.
If you have had a bad experience, its almost always due to a bad signal (as you said support has been telling you). But for some reason, you appear to not have addressed that issue with your agent who did your installation?

@ cyberarmy - we had a router failure in Midrand this morning, and have been on backup links. That has been restored, but there were still some glitchy issues for the Sandton/Northcliff area.

O,I have spoken to the local guys often enough. But stiil battling. I think I am just going to wait it out till theres a supplier that want to supply a service and then switch over.

It doesn't look like you people will get it right.Ever.

 

[acidrain]

...and its no use blaming eskom for your troubles, load shedding has affected us all but you should've been prepared for it and had plans in place. Same goes for lightning.

Hmmm, if thats true then i wonder why so many "eskom bashing" threads have been posted. If you go without food for a night because of no power, im assuming ( by your statement ) it is not eskoms fault but your own because you weren't prepared and didnt buy either a genie or a gas stove.

On another side of the story, why don't you use ADSL then if WiFI is so cr@p. If you not serviced, there's wimax and even 3G. I'll tell you why you wont, because WiFi is cheap!. But ill tell you something aswell... WiFi is not always a solid connection... there are always problems affecting either the signal or the equipment so just deal with it.

 

[rebel998]

Hmmm, if thats true then i wonder why so many "eskom bashing" threads have been posted. If you go without food for a night because of no power, im assuming ( by your statement ) it is not eskoms fault but your own because you weren't prepared and didnt buy either a genie or a gas stove.

On another side of the story, why don't you use ADSL then if WiFI is so cr@p. If you not serviced, there's wimax and even 3G. I'll tell you why you wont, because WiFi is cheap!. But ill tell you something aswell... WiFi is not always a solid connection... there are always problems affecting either the signal or the equipment so just deal with it.

No of course it's not your fault for being caught unaware and having to stay without food for a night!

But if you supply a service that's dependant power you should have made provision for outages.

I don't use ADSL because the cables get stolen too regularly where I live. And yes I also have a 3G card but true, it is an expensive solution. I keep it as buckup and then we also have dial up if things really go bad.

I realize wi-fi is not as stable as wired solutions etc but still believe the level of service is not what it should be.

I thought this was a forum to air such grievances and inconveniences?

 

[acidrain]

This forum welcomes people to air their grievances but there's a fine line between airing your concerns and being down-right rude and inconciderate ( specifically this thread if you have read most of it ). Im not blaming you for being one of these people, and i apologise if you got that idea somehow but as i posted before in this thread, the techie for GWI ( who happens to be the one TRYING to help people with their issues and keeping them updated on current developement ) gets horribly flamed and sometimes accused of being useless because he is merely helping.

He has no say in what the company must/must not do, so if he can't help you solve your problem then leave it at that or leave all together. If people seriously have such a big issue with their service then why stay with them... there are many wisps to choose from. Like me and telkom, their service isn't great and if i could i would leave them in a heartbeat for another ADSL provider but i can't because in ADSL i have no choices so ive come to deal with their cr@ppy service.

Edit: I also know this guy who is a techie for Telkom... told me this story about when he went to fix a line at someone's house. Due to the customers frustrations, this guy got flamed horribly. After which he stood up, looked and the customer and told him to f**k off and then saying he can wait another 2months or so to have someone come back to sort his problem out. Given these circumstances, I'd say you guys are all pretty lucky Mr. WebIntact hasnt done the same because i would have long ago.

 

[cyberarmy]

Is there a problem with the network now? Some international sites won't open, my Avira could not connect to overseas update server.

 

[rebel998]

This forum welcomes people to air their grievances but there's a fine line between airing your concerns and being down-right rude and inconciderate ( specifically this thread if you have read most of it ). Im not blaming you for being one of these people, and i apologise if you got that idea somehow but as i posted before in this thread, the techie for GWI ( who happens to be the one TRYING to help people with their issues and keeping them updated on current developement ) gets horribly flamed and sometimes accused of being useless because he is merely helping.

He has no say in what the company must/must not do, so if he can't help you solve your problem then leave it at that or leave all together. If people seriously have such a big issue with their service then why stay with them... there are many wisps to choose from. Like me and telkom, their service isn't great and if i could i would leave them in a heartbeat for another ADSL provider but i can't because in ADSL i have no choices so ive come to deal with their cr@ppy service.

Edit: I also know this guy who is a techie for Telkom... told me this story about when he went to fix a line at someone's house. Due to the customers frustrations, this guy got flamed horribly. After which he stood up, looked and the customer and told him to f**k off and then saying he can wait another 2months or so to have someone come back to sort his problem out. Given these circumstances, I'd say you guys are all pretty lucky Mr. WebIntact hasnt done the same because i would have long ago.

If you accept poor service thats your problem. I was not rude,just honest.If a support tech says you should phone the office he's not of much use in the support dept.

If you don't like my comments, don't read this thread. And if GWI wants to tell me off, let them.

 

[murray654]

Hi,

A lot of my e-mails sent appear not to have been delivered. Not sure if it is as much as 10%. Anyone else have this experience?

Best regarrds,

Murray

 

[cyberarmy]

Hi,

A lot of my e-mails sent appear not to have been delivered. Not sure if it is as much as 10%. Anyone else have this experience?

Best regarrds,

Murray

I thought it was a mweb problem.........Now it could be GWI's problem.....

 

[cyberarmy]

Any news is GWI going to cap us and what will be the new speeds. My contract I signed said uncap, is this legal?

Read some of the previous reply from Webintact in this threat.

 

[diebaas]

GOOD DAY MR Webintact,

Can you please inform us on the current upgrade status.

 

[JohanG]

At least I can report that my connection has been running at near 100% capacity since mid Jan . This was after months of them telling me I have to upgrade my equipment to a grid for a stronger signal and then suddenly everything is fine again like it used to be when I first signed up.

However, I've been having problems with Outlook complaining the whole time about authenticating my connection to the POP server. I haven't received any mail for over a month - hmm, wonder how they will notify me of any changes

 

[Web Intact]

@acidrain - thanks for the support in making things clear about my involvement, and also about the nature of wireless. It's not always the most stable means of connecting via any permutation of the technology, and I've worked with a lot of them.

I try and give my best advice without being too partial to GWI, but always positive and respectful.
My view at this stage of my experience is that in wireless we have to accept certain limitations as a service provider, and I often advise our agents to accept their limitations in servicing people.
It's hard to say no to someone who really needs it or wants a connection, and sometimes these limitations are stretched resulting in so-so service. Its not always viable to boost the coverage with more sites, meaning at the end of the day leaving may be the best thing for you. All WISPS' equipment is compatible, and you can always try another one without re-investing in CPE equipment.
Please don't get me wrong though - I'm not saying we give up, and if you make enough noise at support or with your agent, and it can be fixed - it will be. I believe our service is pretty good, and the quality quite consistent and getting better.

Now some answers to posts:

If you accept poor service thats your problem. I was not rude,just honest.If a support tech says you should phone the office he's not of much use in the support dept.

If you don't like my comments, don't read this thread. And if GWI wants to tell me off, let them.

Please read this post:
http://mybroadband.co.za/vb/showpost.php?p=1461045&postcount=926

I'm not a support techie - I chase support techies and agents around all day. I do try to help though.

And I agree with you not to accept bad service, but please follow the proper channels - either via your local agent, or via our national support numbers.

@diebaas:
The new billing and CRM engine is being commissioned as we speak. Our server guys are working night shift with the developers in the USA to get it installed.
We have the equipment for the backbone upgrades and are getting all the facilities in place right now. It's going to be a few weeks before its all in place and running smoothly.

@HTP:
Our reason for capping has been discussed here a lot - please read back a few pages to get up to speed. Its an unavoidable business necessity.
The main thing is it will still be uncapped, but those that reach their 'soft cap' get moved to a lesser quality service with international traffic via satellite.
The trade we will make is setting a standard speed of 512k for all clients - hence the backbone upgrade.
Your package will translate into 'x'GB quality bandwidth, and the rest on a lower quality b/w with a higher contention ratio. You can still eat as much as you can get.

@JohanG:
No changes here - have you tried re-typing your password or calling support to have it reset?

 

[diebaas]

@diebaas:
The new billing and CRM engine is being commissioned as we speak. Our server guys are working night shift with the developers in the USA to get it installed.
We have the equipment for the backbone upgrades and are getting all the facilities in place right now. It's going to be a few weeks before its all in place and running smoothly.

Goed om te hoor

 

[JohanG]

Thanks for the update Web Intact. It's nice to see that some compromises were made from the initial capping policy (or at least the way I understood it - my understanding was a hard capped account)

No changes here - have you tried re-typing your password or calling support to have it reset?

I've tried everything from my side WRT re-typing passwords, recreating my profile etc. I've spoken to a support guy some time ago, but to tell you the truth, he didn't give me the feeling that he new what he was doing and I just left it at that .

I'm don't actually need my gwi mail account as my gmail account is used by most people and at least that still works. When I have the energy, I'll try support again and ask them to reset my account .

 

[rebel998]

@acidrain - thanks for the support in making things clear about my involvement, and also about the nature of wireless. It's not always the most stable means of connecting via any permutation of the technology, and I've worked with a lot of them.

I try and give my best advice without being too partial to GWI, but always positive and respectful.
My view at this stage of my experience is that in wireless we have to accept certain limitations as a service provider, and I often advise our agents to accept their limitations in servicing people.
It's hard to say no to someone who really needs it or wants a connection, and sometimes these limitations are stretched resulting in so-so service. Its not always viable to boost the coverage with more sites, meaning at the end of the day leaving may be the best thing for you. All WISPS' equipment is compatible, and you can always try another one without re-investing in CPE equipment.
Please don't get me wrong though - I'm not saying we give up, and if you make enough noise at support or with your agent, and it can be fixed - it will be. I believe our service is pretty good, and the quality quite consistent and getting better.

Now some answers to posts:


Please read this post:
http://mybroadband.co.za/vb/showpost.php?p=1461045&postcount=926

I'm not a support techie - I chase support techies and agents around all day. I do try to help though.

And I agree with you not to accept bad service, but please follow the proper channels - either via your local agent, or via our national support numbers.

@diebaas:
The new billing and CRM engine is being commissioned as we speak. Our server guys are working night shift with the developers in the USA to get it installed.
We have the equipment for the backbone upgrades and are getting all the facilities in place right now. It's going to be a few weeks before its all in place and running smoothly.

@HTP:
Our reason for capping has been discussed here a lot - please read back a few pages to get up to speed. Its an unavoidable business necessity.
The main thing is it will still be uncapped, but those that reach their 'soft cap' get moved to a lesser quality service with international traffic via satellite.
The trade we will make is setting a standard speed of 512k for all clients - hence the backbone upgrade.
Your package will translate into 'x'GB quality bandwidth, and the rest on a lower quality b/w with a higher contention ratio. You can still eat as much as you can get.

@JohanG:
No changes here - have you tried re-typing your password or calling support to have it reset?

I DID phone the support numbers, starting with the local guys. The local agent wanted to make a booking for them to come out and tweak my antenna.

Now, I don't have a problem with that but cannot see why I should pay for this call as the service did not work properly from the start.

I did the conversion on the router for external antenna myself cause they could not.(no spares)

I bought the "spares" for half the price they quoted me. Even with a 27db grid, I am still having trouble with my connection even though there has been an improvement.

I have elevated my router with a longer pole, I have stabilised the antenna array with stay wires.

I have spent a lot if time on my roof. Still I get nothing near the promised 512!

I believe I might be on the signal boundary and should not have qualified for an installation. Also I am surounded by trees and koppies.

The fact is: The service was poor from the start and GWI and or the local agents are not doing what they/you should have to correct this.

In the meantime they/you have collected the monthly dues regardless. I feel this is wrong and not the worth the R850 I am paying every month.

I have to add that both the Gwi and the local agents'support people are always very friendly. ( Take note acidrain.)And I am sure they would help if they could, but for some reason they are unable to provide the support they should.

I would very much like to continue the relationship with Gwi but at the price I am paying currently I feel somewhat ripped off.

Mr Gwi, maak n plan want so kan dit nie aangaan nie.

 

[fernandopires]

Mr Web Intact I would like to know if it is possible to get an public IP, and if it is How much would it cost.

Thanks in Advance
Fernando

 

[intensive]

Have a look at RADMIN software

 

[Web Intact]

No can do - unless it is possible to get your home PC to initiate a VPN connection to your work PC (which would have to have a public IP). It would then be on a virtual local LAN...

One side must have a public IP...

And thanks for the news about Cobus - I'm really sorry to hear that.