Web Squad ISP

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websquadza said:
not seeing anything widespread on this side in JHB - no mass re-auth of openserve connections with only a handful sessions <30 mins; more likely isolated to some areas on OS's network.
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Yeah seems to have been a OS issue then,auth was failing ONT was connected
 
Wow Internet is very flaky today here in Umdloti Durban. Works for couple minutes then is down, constantly ongoing today. Is there an issue just my side or is this a network problem?
 
Hingisp said:
Wow Internet is very flaky today here in Umdloti Durban. Works for couple minutes then is down, constantly ongoing today. Is there an issue just my side or is this a network problem?
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Who is your FNO?
 
Network Incident Reference:#16190
Network Incident Description:Pops Down
Network Incident Grade:Critical
Area/s Affected:
  • Kenridge
  • Valmary Park
  • Vierlanden
  • Aurora
  • Sonstraal Hoogte
  • Uitzicht
  • The Crest
Network Type Affected:Active Ethernet
Current Resident Impact:Residents have no connectivity
Current Network Incident Status:Technicians are enroute to the pop to investigate

Update: 20:30 - Vumatel connectivity to Northern suburbs restored
 
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Wouldn't you feel annoyed if your ISP asks you for photographic proof of your router and CPE status after you have opened a ticket for no service?
 
No service as in dead. As was all explained in the ticket.

As in "Service" LED on CPE out, no WAN IP address on router. Clearly no upstream connection.

After doing all local diagnosis and establishing the problem upstream.
 
kayvee said:
No service as in dead. As was all explained in the ticket.

As in "Service" LED on CPE out, no WAN IP address on router. Clearly no upstream connection.

After doing all local diagnosis and establishing the problem upstream.
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Still sounds like half the info

If you are descriptive in your tickets as your forum posts complaining I think i'd ask for video evidence next time in case
 
kayvee said:
Wouldn't you feel annoyed if your ISP asks you for photographic proof of your router and CPE status after you have opened a ticket for no service?
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Can you provide me a ticket ref?

You'd be surprised how quickly this helps resolve issues; both for us and the FNO (they see we are logging and we've done Tier 1 troubleshooting - and depending on the FNO. It also helps us confirm some other backend things we see on some FNO portals. Just this morning we received a no service ticket where the LAN cable between the router and CPE had come loose/unplugged - this was resolved within minutes because we could see the issue.

So yes, for the more technically inclined, this can be irritating; and being technical myself, I understand this. The fact is that the majority of our clients are not technically inclined, and this simple measure helps cut ticket resolution times down by a considerable factor. At the end of the day, the more info we have, the better we can direct a query, and the faster we can resolve it.
 
Especially in a non-livechat/phonecall scenario (email up down rinse repeat it can take minutes/hours to just collect simple data)
I've resorted to Video-calls supporting family on technical issues rather than playing 20 questions
 
I'm having this issue accessing office 365 with our websquad account on openserve network. On my home Network account with Telkom on openserve I can access it
 
nelis said:
I'm having this issue accessing office 365 with our websquad account on openserve network. On my home Network account with Telkom on openserve I can access it
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Please can you raise a ticket with the support team so they can investigate further. Likely an MTU or line issue; 365 is working fine this side.
 
I can't even access microsoft.com website and our email to microsoft 365 is down.

I can access other sites
 
nelis said:
I can't even access microsoft.com website and our email to microsoft 365 is down.

I can access other sites
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Once again, no issues this side - I'm testing from a Vuma line and working fine. Likely a localised issue. Please log so the team can assist in troubleshooting.
 
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