Who else received the "Fair use" email?

ShadowSA · Jul 24, 2004

I just received an email with a document attached explaining that users are abusing the network and AUP blah blah blah

Will Sh!tech not admit that the open proxies was to blame? Will the blame still be shifted to users in stead of poor technical ability? In all honesty, this is amazing. I've never seen a company go to so much trouble to upset their clients. How easy would it have been to say: "Sorry, our fault". What happened to "1) The client is always right 2) If the client is wrong re-read no 1"

Eishhh!

anakin · Jul 24, 2004

I find it strange they did not use the normal mailing list groups to send out this AUP email. It appears each email was individually addressed manually. My ***@sentechsa.com address was not used, but my normal email address.

Conspiracy theories and "baddie lists"?

arf9999 · Jul 24, 2004

Ispoke to S***tech yesterday. They said they will only be sending out e-mails to those people with open tickets about speed. "We don't need to apologise to the other 95%, they're happy" [

]

MW128, Tower 50 (Northpark Plaza), Signal:12%,S-N-L: 5, BER: 40%

ShadowSA · Jul 24, 2004

That doesn't make sense. Why send out the AUP to users with open speed issues? These are the last people able to "abuse" the bandwidth. Why not send it out to ppl without speed probs, that sounds more logical.

arf9999 · Jul 24, 2004

Shadow, do you have any open tickets?

I'm fairly sure that I'm on the "baddie" list, but haven't received an email on any of my email addresses.

MW128, Tower 50 (Northpark Plaza), Signal:12%,S-N-L: 5, BER: 40%

guest2013-1 · Jul 24, 2004

thats because sentech is run by monkey's

Help save the bandwidth. Decent download speeds for TheRodent! Stop downloading now!!!

Kai · Jul 24, 2004

oh i got it. and here's my reply:

<blockquote id="quote">quote:<hr height="1" noshade id="quote">
To Whom It May Concern:

Please direct me to ANY reference in my contract with Sentech that stipulates the amount of bandwidth I'm allowed to use. The only "fair use" that is stipulated in the AUP is "using the Service to host a web server site which attracts excessive traffic at your location, continuously uploading or downloading streaming video or audio, UseNet hosting, or continuous FTP uploading or downloading". I can accept these actions as being excessive use of the network, but what you are insinuating now is that the amount of data downloaded is "restricted" as well!?

I refer to your advertising on the homepage (and NUMEROUS other references) of the Sentech website. You classify MyWireless to be "unlimited" ("Our wireless network provides unlimited internet access at one flat fee, across any network, any device, from anywhere") - thus no limit to how much can be downloaded.

In "limiting" my connection, not only are you breaching my contract with Sentech, but you are making the MyWireless offering a LOT less appealing as opposed to, say, Telkom's ADSL offering.

A LOT of people are aware of the debacle with Sentech's open proxy servers and one can just imagine the havoc that would have caused on Sentech's bandwidth, and yet you STILL choose to put the blame on the users? I find this notion ridiculous and frustrating! Sentech should just step up to the plate, admit they made a mistake, fix it, and carry on with their mission to keep ALL (not just 94 %!) of their customers happy. The fact that Sentech is "content" with only 94 % of their users being "happy" is a fact that requires a WHOLE other email to relay my feelings.

A friendly word of advice: You're about to alienate SEVERAL (much more than your 6% speculation!) of your customers and possibly loose all of them! Whether this is a loss you can live with - is your decision.

Yours truly,
xxxxxxxx

-----Original Message-----
From: Fair Use [mailto:fairuse@infosat.net]
Sent: Friday, July 23, 2004 22:38 PM
To: my PRIVATE email address!?! where'd they get this?
Subject: Sentech?s AUP

Dear Customer

Please find attached document of Sentech?s AUP

Regards,
Sentech Support
<hr height="1" noshade id="quote"></blockquote id="quote">

<hr noshade size="1"><div align="right">i haven't lost my mind, it's backed up on disk somewhere...
tower12.randparkridge.jhb|13-21% signal|256k package, running at 0.3 - 3k/s

</div id="right">

anakin · Jul 24, 2004

<blockquote id="quote">quote:<hr height="1" noshade id="quote">Originally posted by ShadowSA
That doesn't make sense. Why send out the AUP to users with open speed issues? These are the last people able to "abuse" the bandwidth. Why not send it out to ppl without speed probs, that sounds more logical.
<hr height="1" noshade id="quote"></blockquote id="quote">I doubt the email was intended to be apologetic to users who have complained about speed issues. It was more of a reminder for Sentech's AUP.

Also, I do not currently have open tickets - I still think it is aimed at the "baddie list" who have been "abusive".

mrbob · Jul 24, 2004

I have had an open ticket for the past 6 weeks and I never got a bloody e-mail

ShadowSA · Jul 24, 2004

I don't have an open ticket, but I also replied with my long opinion, and I asked for a public apology to TheRodent and others.

TheRoDent · Jul 24, 2004

I have an open ticket, and I didn't get this mail.

The insanity is - that PEOPLE THAT HAVE COMPLAINED ABOUT SPEED, will get a copy of the AUP?

WTF is with that?

<center><h6> MyWireless <s>Hacks</s> Tweaks & Tech Info || Have you checked the fawking FAQ? Tired of Sentech's bad service? Want to compare speeds? We at least listen...</h6></center>

regardtv · Jul 24, 2004

oooh, I cannot wait for the mail ;-) .. been looking for an excuse to go visit them again ;-)

Karnaugh · Jul 24, 2004

Erm, they are implying that they have limited your speed due to AUP violations. Which is a bull**** cop out tactic IMHO.

Suck ** **** Sentech

- Colin Alston
colin at alston dot za dot org

"Getting traffic shaping right is easy and can be summed up in one word: Dont." -- George Barnett

privet · Jul 24, 2004

yup- I also got it... and it was sent to my perosnal email, not my
sentechsa.com address!

So, what are they saying: I have speed problems because I have abused the bandwidth that I am paying for? I can show them many stats to proof otherwise...

But then... what have we really come to expect?

noswal · Jul 24, 2004

In the topic "Another e-mail sent" there is the standard copy/paste answer we are to use to reply to their copy/paste emails

I've sent mine, have you? [

]

_________________________________________________________________________
No more catenna, now its a custenna

Donovan · Jul 24, 2004

They can go **** themselves. I sent them this reply:
<blockquote id="quote">quote:<hr height="1" noshade id="quote">
To whom it may concern,

I have received and reviewed your email regarding the Sentech AUP. However, as a customer that checks email, chats, browses and downloads the odd 4MB file, I find it highly unlikely that I could be a culprit of your network slowdown.

Instead of accusing me, your VALUED CUSTOMER of over using a service THAT I AM PAYING FOR, why not rather fix your network problems. It’s time to admit that SENTECH IS AT FAULT, and NOT IT’S USERS.

Additionally, although I have no intention of downloading that much, the contract that was signed makes no reference to any over use of data sent/received (I can send you the paragraph if you wish). When I asked the helpdesk how much I may use per month, they said as much as I want to as long as I stuck to less than around 2GB per day (daily throughput for my home network rarely exceeds 50MB/day). Also, your web site classifies MyWireless as “unlimited”. Then again, your adverts classify your product as broadband, which clearly it is not with speeds like those I have been receiving since May. I have yet to receive an explanation or a rebate for this lack of service, kindly provide details in your reply.

As a previous agent for your service via nowire, and as the IT manager of a business LAN that uses this service, I find it a disgrace how sentech has handled it’s customers. I don’t believe for one SECOND that “only 5%” of your users are unhappy, as I have yet to encounter one satisfied customer. You lot had better pull up your socks, or you will find yourselves customerless when the 24 month contracts end.

Yours Sincerely,
Donovan
<hr height="1" noshade id="quote"></blockquote id="quote">

dbnnet · Jul 24, 2004

Here was my reply:

As I have not been able to use your service properly since 14 June 2004 (Ticket xxxx), I do not believe that your email warrants any serious consideration.
When your company learns how to respond to service problems within hours rather than within months, I will happily give due consideration to your requests.

Donovan, it's pointless sending a long letter, they lack the ability or wherewithal to read it!!

Bay of Plenty : Signal 49% - SNL 17 - ber 71% : D-Link DI-604 - PPPoE : 8dBi Patch Antenna : Firmware 4.2.1.8

ShadowSA · Jul 24, 2004

So far everybody responded in much the same way, pointing to their open proxies in one way or another and poor speeds. I did the same. It will be interesting to see if they reply/respond to our mail. I doubt it.
So the whole "customer is at fault" excuse failed, what do you think they will use next as an excuse? Are we taking bets?

Helderkruin,45%Signal Strength, Gatvol!

aborg · Jul 25, 2004

Also received the e-mail - also through my webmail account not sentech account - AUP still fuzzy and open to various interpretations - they must put numbers to their fairuse policy so users can get clarity.

Kai · Jul 25, 2004

they CANNOT put numbers to the data throughput! that would be in DIRECT violation of ALL of their advertising as well as all the press releases they have made, including the one on ITWEB titled "Sentech not "capping" - if they do that, they're liable for a sh!tstorm of lawsuits!

<hr noshade size="1"><div align="right">i haven't lost my mind, it's backed up on disk somewhere...
tower12.randparkridge.jhb|13-21% signal|256k package, running at 0.3 - 3k/s

</div id="right">

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