What is iBurst going to do to compensate customers?

A

Azimuth-1

Well-Known Member
Joined
Apr 6, 2009
Messages
261
Reaction score
0
Location
Cape Town
Since Wednesday last week, I've had serious issues with my iBurst connection - DNS errors, timeouts, and 56k browsing and download speeds. Since I do not have access to any alternative connections, I'm stuck with iBurst and ****ty internet.

I'm a freelance journalist and I work from home, and it's absolutely imperative that I have reliable internet connectivity. OR I SIMPLY CANNOT DO MY JOB. As a result of iBurst's appalling service over the last few days, I have had serious problems getting my assignments done. Basically, iBurst's failure to provide reliable internet connectivity is costing me money.

And it's not the first time either.

I don't give a toss about Seacom or upstream providers or any of the other excuses iBurst wants to chuck at us - as a paying customer, I am not getting the service I am paying for. The reasons are entirely irrelevant to me.

So what is iBurst going to do to compensate people like me who have been seriously inconvenienced by these issues? And no, I don't want extra bandwidth. May I send iBurst an invoice for my lost income?
 
Do you think you have any legal grounds for such compensation? Can you point at any precedence? I also want compensation from Eskom for all the times the power is down but who is going to give it to me? :confused:
 
Azimuth said:
So what is iBurst going to do to compensate people like me who have been seriously inconvenienced by these issues? And no, I don't want extra bandwidth. May I send iBurst an invoice for my lost income?
Click to expand...

Nothing! Welcome to SA internet!
 
marlboro said:
Do you think you have any legal grounds for such compensation? Can you point at any precedence? I also want compensation from Eskom for all the times the power is down but who is going to give it to me? :confused:
Click to expand...

Alas, I'm not sure there is a legal precedent. Ironically, of course, iBurst would have every legal right to pursue litigation against me should I default on my contractual payments. Apparently contractual service provision is, like, something else entirely.

The_Librarian said:
One question - what is your iburst speed in Mbps?
Click to expand...

I'll tell you when I can get speedtest.net to load in my browser.
 
Last edited:
No compensation.
Here their T&C:
6. Limitation of liability

6.1 Without detracting from any of the other provisions of the Agreement, Service Provider shall not be liable to the Subscriber for any loss or damage suffered by the Subscriber and whether the same is direct or consequential, in the event that:

6.1.1 Service Provider fails for any reason whatsoever to supply and/or deliver and/or provide installation of any Terminal Equipment either on the required date or at all; and/or

6.1.2 The MDN Services are interrupted, suspended or terminated for whatsoever reason; and/or

6.1.3 Service Provider fails to suspend the provision of the MDN Services to the Subscriber in terms of an arrangement between Service Provider and the Subscriber or after the Subscriber has specifically requested Service Provider to do so in order to limit the charges; and/or

6.1.4 Such loss or damage was caused by any negligent act or omission on the part of Service Provider, its employees or its agents.

6.1.5 Such loss was caused by the Subscriber's actions, including but not limited to: allowing the MDN Services to be accessed by someone else other than the Subscriber, whether such actions are through the Subscriber's negligence, omission or consent.

6.2 The Service Provider shall not be liable to the Subscriber in any circumstances whatsoever for any loss, injury or damage of any nature whatsoever or howsoever arising and whether in agreement or in delict, including loss of profit or any other special damages, indirect or consequential loss or damages which the Subscriber or any other person may sustain, whether as a result of any breach of this agreement by the Service Provider or whether caused directly or indirectly by the Terminal equipment or the use thereof, and the Subscriber hereby indemnifies the Service Provider and holds it harmless against any claim by the Subscriber or any other person.

6.3 The Subscriber hereby indemnifies the Service Provider against any claims arising out of: force majeure or Acts of God (e.g., fire, flood, inclement weather, epidemic, or earthquake); war or act of terrorism, including chemical or biological warfare; labour disputes, lockout, strike, embargo; governmental acts, orders, or restrictions; failure of suppliers or third persons; or where the claim is a result of an action that is beyond the Service Providers reasonable control.
Click to expand...
 
Azimuth said:
Since Wednesday last week, I've had serious issues with my iBurst connection - DNS errors, timeouts, and 56k browsing and download speeds. Since I do not have access to any alternative connections, I'm stuck with iBurst and ****ty internet.

I'm a freelance journalist and I work from home, and it's absolutely imperative that I have reliable internet connectivity. OR I SIMPLY CANNOT DO MY JOB. As a result of iBurst's appalling service over the last few days, I have had serious problems getting my assignments done. Basically, iBurst's failure to provide reliable internet connectivity is costing me money.

And it's not the first time either.

I don't give a toss about Seacom or upstream providers or any of the other excuses iBurst wants to chuck at us - as a paying customer, I am not getting the service I am paying for. The reasons are entirely irrelevant to me.

So what is iBurst going to do to compensate people like me who have been seriously inconvenienced by these issues? And no, I don't want extra bandwidth. May I send iBurst an invoice for my lost income?
Click to expand...

What uptime SLA do you have with iBurst? I would suggest you re-read your contract with them as it would stipulate the legal aspects and compensation if they don't meet their SLA.
 
Consumer. Protection. Act. I wonder if iBurst has prepared itself for the storm that is coming. Won't be able to hide behind legal words any more. You provide service, you better make sure it actually works.
 
Bronzed_Skarab said:
Consumer. Protection. Act. I wonder if iBurst has prepared itself for the storm that is coming. Won't be able to hide behind legal words any more. You provide service, you better make sure it actually works.
Click to expand...

Using this logic ALL ISPs must be prepared for the storm, because I have yet seen 1 ISP actually provide internet speeds that they advertise (wireless or not)
 
basically, its an agreement that only benefits/protects one party. If the internet is down, nothing comes of it. Heaven forbid you skip out on a payment or have the nerve to pay pro-rata for services delivered. Black list here we come
 
Why not just ask r00igev@@r for help? I know their helpdesk is useless, but once I spoke to him/her, I was sorted. Remember to have your UTID at hand.
 
SharkBait said:
Why not just ask r00igev@@r for help? I know their helpdesk is useless, but once I spoke to him/her, I was sorted. Remember to have your UTID at hand.
Click to expand...

If there problem with congestion in your area, it will fail. I tried.
 
I'm also unable to use Iburst for like 2 weeks now, DNS errors galore.... WTF is going on?!
 
Hi, yup I've tried that ages ago, it eliminates some of the DNS errors but it doesn't fix the issue with sites just not loading and timing out all the time, I am talking about simple sites such as Google, Mybroadband, News24, etc. Sometimes they load after like 5 minutes but otherwise it's been the same since December started...
 
I am busy moving 3 of my clients off of there metranet system this week and then i am finally done and dusted with iburst. They have a 5meg connections and when it was first installed it was great but now 7months down the line it’s totally crap and unreliable.

My clients are paying anywhere between 7-10k for there connections depending on whether they have phone system through iburst or just internet, but for 7k a month i would think that you would be guaranteed a stable internet connection, I guess that’s why they lock you into a 2yr contract....... and oh man the attitude of the noc engineers is bad they are rude and you just get the general feeling that they dont give a ****.

Anyways iburst if more clients like myne leave that are paying you these amounts we will see how much longer you stay in business............and yes i have managed to get them out of there 2year contracts thx to some friends that used to work at iburst
 
Last edited:
eltherza said:
Using this logic ALL ISPs must be prepared for the storm, because I have yet seen 1 ISP actually provide internet speeds that they advertise (wireless or not)
Click to expand...

Yes, anyone with this kind of one sided contract is in for difficulties when the CPA comes into force. Should be interesting to see how things shake out.
 
Mercury said:
Yes, anyone with this kind of one sided contract is in for difficulties when the CPA comes into force. Should be interesting to see how things shake out.
Click to expand...

I cant help but feel the consumer will suffer in the end though. To protect themselves, ISPs will stop offering uncapped, will stop innovating because they are scared they might get into trouble if there are a few technical glitches...
 
eltherza said:
I cant help but feel the consumer will suffer in the end though. To protect themselves, ISPs will stop offering uncapped, will stop innovating because they are scared they might get into trouble if there are a few technical glitches...
Click to expand...

no they wont. they still want to make money.
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X