What's your average 8ta customer service experience?

[lotus123]

Since buying a 2+1 a couple of weeks ago I've been trying to register on the 8ta self-service portal so that I can track my usage (using USSD isn't an option with my router-connected speedstick). Inevitably I get the message "can't do it now, try later".

I contacted the call centre, without luck. They have no idea what I'm trying to accomplish, or else tell me that feature is only for iPad users! My pleas for assistance to 8ta here on the forum go ignored, as do PMs. Finally last week I tried the call centre again and with enormous patience managed to get the rep to understand what I'm trying to do. She opened a case, and gave a reference number. Today, having heard nothing, I called and quoted the ref number, to be told that it takes 72 hours and weekends don't count, so figure on Wednesday for a result.

This isn't a showstopper problem, and waiting until Wednesday is no problem, but I'm curious to know if this amount of effort to get a problem fixed is the norm with 8ta?

Edit: Mods, can we do a poll for this?

 

[rhp]

It took less than 5 minutes to activate contract. Seven days after i gave notice to cancel my contract and have refernce number for it....sim card and contract still active.

Call center have no means to escalate except to log your call/query and pass it on.

I hope consumer commissioner is monitoring this forum.

 

[MongooseMan]

Since buying a 2+1 a couple of weeks ago I've been trying to register on the 8ta self-service portal so that I can track my usage (using USSD isn't an option with my router-connected speedstick). Inevitably I get the message "can't do it now, try later".

I contacted the call centre, without luck. They have no idea what I'm trying to accomplish, or else tell me that feature is only for iPad users! My pleas for assistance to 8ta here on the forum go ignored, as do PMs. Finally last week I tried the call centre again and with enormous patience managed to get the rep to understand what I'm trying to do. She opened a case, and gave a reference number. Today, having heard nothing, I called and quoted the ref number, to be told that it takes 72 hours and weekends don't count, so figure on Wednesday for a result.

This isn't a showstopper problem, and waiting until Wednesday is no problem, but I'm curious to know if this amount of effort to get a problem fixed is the norm with 8ta?

Edit: Mods, can we do a poll for this?

lotus123, have you still not come right trying onnet.8ta.com? Have seen quite a few people saying it worked for them.

 

[lotus123]

lotus123, have you still not come right trying onnet.8ta.com? Have seen quite a few people saying it worked for them.

No, it doesn't let me register (just get the same screens that give me the original problem).

I imagine if your already registered it's fine, but I'm not getting past that stage.

 

[MongooseMan]

Without wanting to sound like a stuck record, are you sure you're going to onnet.8ta.com from a computer/device that is using the 8ta sim to connect to the internet?

The only reason I ask is that I've experienced the exact same behaviour that you mention (hitting the login page), when I try go there from ASDL or something "non 8ta". As soon as I use a device or computer that is using the sim then I get the right page.

If that is the case, and you're still hitting the login page, then that's well weird :erm:

 

[ajax]

I applied for a contract in store. Heard nothing from them again. Went back 8 days later and they had no record of my application. They wanted me to apply again. Told them, aikona, first impressions, kthxbye.

 

[lotus123]

Without wanting to sound like a stuck record, are you sure you're going to onnet.8ta.com from a computer/device that is using the 8ta sim to connect to the internet?

The only reason I ask is that I've experienced the exact same behavior that you mention (hitting the login page), when I try go there from ASDL or something "non 8ta". As soon as I use a device or computer that is using the sim then I get the right page.

If that is the case, and you're still hitting the login page, then that's well weird :erm:

No problem with stuck records

Yes, I tried it with the 8ta sim directly connected to the laptop, and the same result. Also tried all the other obvious things, like clearing cache, using a different browser, etc.

Interestingly, the last customer service rep (the most helpful of the lot so far) tried to register me from her side and hit the same problem. Now I'm just waiting until Wednesday for the next exciting episode.

 

[MongooseMan]

No problem with stuck records

Yes, I tried it with the 8ta sim directly connected to the laptop, and the same result. Also tried all the other obvious things, like clearing cache, using a different browser, etc.

Interestingly, the last customer service rep (the most helpful of the lot so far) tried to register me from her side and hit the same problem. Now I'm just waiting until Wednesday for the next exciting episode.

Is your router 3G only, or ADSL with 3G fail-over? If option 2, maybe try removing the telephone cable, just to make 200% certain it's using the 8ta network to connect and not your adsl. (Shooting in the dark here :erm

 

[lotus123]

Is your router 3G only, or ADSL with 3G fail-over? If option 2, maybe try removing the telephone cable, just to make 200% certain it's using the 8ta network to connect and not your adsl. (Shooting in the dark here :erm

Hi MongooseMan

Actually it is an ADSL/3G router, but the cable is removed and ADSL is "configured out". The fact that 8ta couldn't register me using my details on their terminal probably says it's a database fault.

I suspect that their system has some minor but crucial difference in the RICA details that were captured. The odd thing is that one of the operators I first spoke to had my home address as Claremont (I'm in Jhb), which is why I suspect a validation issue when I try to register. Subsequent enquiries have confirmed the correct address (although that's not needed for registration anyway).

Getting back to my original post (and this ties in with RHP above), I suspect that the problem with the call centre is their lack of mature systems (knowledgebase, call routing to knowledgable operators) and escalation processes (moving more tricky issues smoothly to 2nd line support).

 

[lotus123]

Seems like 72 hour response time is just a delaying tactic

Still have no response from 8ta on this problem. Wednesday came and went, so I called them on Friday to check the reference number. The answer - "we're still working on it".

How hard can this be? Don't you simply call up the guys who designed the portal and tell them "there's a problem - fix it"?

I'm also wondering where the mythical 8ta rep is that supposedly frequents this forum. It sure would be nice to have some extra help on this.