WBS iBurst Speed Problems in Pretoria
A number of WBS subscribers in Pretoria, connecting to the Wonderboom tower, have noted problems with their iBurst service. The number one complaint is that the speed is not up to scratch.
Some users have recorded speeds averaging around 6.7 Kbps which is far below the usual few hundred kilobits per second.
Sasan Parvin, WBS’s chief technical officer, reported that technicians did work on the Wonderboom tower on Saturday the 9th of July but that according to their records there are currently no problems with the speeds.
Parvin added that the Wonderboom tower in Pretoria actually had fewer subscribers than some other towers in the region. WBS reported that they have not received complaints regarding the speed on this tower.
iBurst subscribers are becoming increasingly restless and have reported on the MyADSL forum that their requests for feedback go unnoticed.
One recurring complaint from the subscribers is that there is no easy way of submitting network problems.
Musa Mlangeni, operations manager at WBS, has taken cognizance of this problem and stated that they are working on a solution in an effort to be more customer-centric.
WBS is currently formulating an acceptable user policy and has future plans to train more employees in the customer relations department which will hopefully provide subscribers with the communication channel they desire.
Parvin reported that WBS is “still trying to restructure and refine” their customer relations department.
They are hoping to introduce a second level support where technical questions will be fielded by WBS technicians.
They currently have 3-4 technicians out in the field working on technical complaints but hope to increase this number to include technicians working on helpdesk.
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