What should I do? ISP won't respond

T

TwinDucT

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Hey guys,
Got a little problem. About 5 days ago, I couldn't access my IS Uncapped express account, kept getting login problems(Username/ Password incorrect). But I knew it wasn't because of a payment problem, since I personally paid the bill on the 4th of dec. So I tried to contact my ISP, first by sending them an e-mail. After no response for a day and also pressure from my company for not having had uploaded work I did, I called them, the only number listed was a cellphone, it went to voicemail, the inbox was full. So I sent the same message, asking why my account was not active, to all listed e-mail address on the website. Still nothing happened.

So I decided to call again, only this time it' ringing, but no answer, I leave a voice message and proceed to call a few more times. I'm forced to buy a 3 gig account from webafrica, as i was already 4 days late to my Job dead line. Now that's R210 I spend on something that's not my error.

What I can do now? I called IS, they said that they can't help me, due to it being a reseller problem. The ISP won't contact me back and I've only used 13 days out of a full calendar month, for which I paid for.

I didn't list the name of the company, don't want to give them a bad name if there is a real reason behind this. Anyone know of any route I can take to resolve this?
 
So if I've got this right, they haven't answered your emails for 5 days? See if you can get a refund and move to a different ISP if that is the case.

You must be crazy to stay with them!
 
Well no, I already decided I'm moving to a new ISP.
But I'm more annoyed now that I spend 1.5k and not being able to use my internet, how would I go about getting a refund? I mean I can't get through to them.

Btw its Kinetix.co.za if anyone is interested. If anyone want, try and phone the guy, see if he picks up. Been trying on my side for the better half of the week, guess he ignores my number.
 
sorry didn't read everything but if telkom is your ISP your going to wait 24h before they pick up the phone.
 
Kinetix lol ok seems like there are loads of ISP's popping up these days
Every 12 year old and his granddad is starting a ISP
I'll stick with the tried and tested ISP's like webafrica and imaginet thx
 
It seems like this was someone who thinks the holiday season is the time to relax and ignore clients.

How do you get refunds back from people who run away with money? You can't, unfortunately :(

As per domain name records:

2008-10-01| R | 50.00|[email protected] | NOT PAID | 3 | 1071576|Kinetix Internet Services

That means they have not even paid their domain name renewal fee for the invoice sent in October.

Have you tried these:

charl<at> kinetix.co.za

Tel: 012 656 7593
Fax: 086 500 3174

Best of luck, sorry to hear about this.
 
Yeah, send mail to his account.
Also called, hell I might even be keen to Fax soon. Nice on the landline, but it's currently engaged. Will keep trying that line for the next few days.

I wanted to through the ISPA, but decided to give him the benefit of doubt. I'll give it until Monday before I start to take real action against this. What annoys me to no end is that the cell number does indeed work and that he has atleast checked it in the last week as his mail box was full, yet now I can leave a message.

I'll keep you guys updated. Thanks for the advice of thus far
 
Please move to another ISP

Either Webafrica or Axxess. They are much cheaper aswell!
 
Guys, I will move, but atm I don't want to pay double the amount just to get internet for one month.
 
I would love to be able to do that, but I can't :D.
I work for a Panel research firm, working through Xmas. And do commission work for a 3D studio. I transfer around 1-2 Gb a day. I've already spend close to 600 Rand due to to my ISPs incompetence. Sadly I only have enough to survive Xmas at this stage, so can't spend anymore, on say another uncapped account.

I've been with this ISP for almost a year, had a hiccup once or twice, granted not on this level. Like I said earlier, giving him the benefit of doubt until Monday.

And yes I'm looking at Webafrica as my new ISP, using them as my go-to-gig company atm.
 
Which actually brings me to another question. Usally by the 4th/5th day of the month, My speed slows down from 8am to 8pm. Now I assume this is the threshold cap or what ever it's called, that's taking effect.

Now I also get around 400-450 kB/s downstream on HTML and etc. Is this a norm for a 512k uncapped account running on a 4mb line? and is the speed/ 8am to 8pm threshold BW cap also normal to all Uncapped IS Express accounts, regardless of ISP ?
 
Taking a look at their site under Support / Control Panels / DSL Console; looks identical to WebAfrica's. Me thinks they were reselling Webafrica's service, and were possibly suspended or something.

Maybe ask Webafrica, if your account actually fell under them, if so they could possibly tell you whats going on.
 
TwinDucT said:
Which actually brings me to another question. Usally by the 4th/5th day of the month, My speed slows down from 8am to 8pm. Now I assume this is the threshold cap or what ever it's called, that's taking effect.

Now I also get around 400-450 kB/s downstream on HTML and etc. Is this a norm for a 512k uncapped account running on a 4mb line? and is the speed/ 8am to 8pm threshold BW cap also normal to all Uncapped IS Express accounts, regardless of ISP ?
Click to expand...

Okay, quick lesson for you ;)

SAIX
Verizon
Internet Solutions (IS)
MTN (I think this is for corporates only)

SAIX is the main default one. ISP's don't have control over the way they shape their bandwidth and you go through their transparent proxy servers and what not. They resell this as the normal default ADSL packages (this is what you bought at Web Africa probably)

Verizon is fairly new in bandwidth provision to the general public through resellers, so they have their own shaping going on and impose their own rules etc, just like SAIX/Telkom does. Web Africa also resells this (what makes WA cool is that you can switch between your SAIX and Verizon bandwidth at will without paying more to get the best possible connection *in my signature*)

Internet Solutions (IS) is the uncapped version you're running. Now they first came out with a bunch of Cisco routers that you needed to have installed to access their uncapped network. This runs through Satelites and is generally a bit slower (especially if there's thunderstorms etc) but they recently also brought out the "over fibre" option which is a bit more expensive but has those shaping rules they impose (slowing speed etc)

They now have those express accounts. Same shaping rules apply to anyone choosing to resell their bandwidth. So unfortunately, because of the sate of South Africa's legislation, these companies can't self-provide and then shape at their own will. If you buy an IS Express account from WA or Axxess it's the same thing. However, WA and Axxess has their own RADIUS servers for authentication allowing them to create ADSL accounts whenever they like. SAIX/IS/Verizon sells it in bulk then and the ISP, instead of paying for 300 ADSL accounts, pay for 900 gig of bandwidth if it was used.

Thats where the "money making" comes in when you have your own RADIUS server. You play off the fact that not everyone will use the entire 3GB bandwidth that month. So if you have 300 users, who pay for 3gb which will cover the 900 gig + margin, but they only use 700 gig. They score on not having to pay for 200 gig :P

anyway, just a quick lesson for you. All roads lead to the big bandwidth providers who then imposes these rules, not the ISP's
 
Thanks for the explanation Acid.
We should sticky that, might clear out a few things.

Also thank you Warwick. I came into contact with Web Africa, yes he's a reseller, learned he owes them money, so sound like he's running :D

Anyway going to bite the bullet. Noticed I spend about R700 on pay-as-you-go ... and would have to spend another to get me to the end of the month. So uncapped here I come .. again.

Thank you guys for all the help. I'm taking this matter to the ISPA, which only opens on the 5th.

Season greetings :D
 
Hmm, if you have not signed up with another ISP, Choose, SAOL.Com, we will give you the rest of this month free, so there is no double payment for December, and we are available :)

Thank you
neethi
 
Neethi said:
Hmm, if you have not signed up with another ISP, Choose, SAOL.Com, we will give you the rest of this month free, so there is no double payment for December, and we are available :)

Thank you
neethi
Click to expand...

can i have 1 month free to test:D
 
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