Deja Vu Sentech?
This weeks connectivity problems combined with Sentech’s unprofessional response to the crisis serves as a poignant reminder of the ‘MyWireless Sucks’ days.
The problems began on Monday with users experiencing intermittent problems and slow speeds. On Wednesday the problem escalated with a major outage and according to user feedback niggling connectivity problems in various parts of South Africa continued.
MyADSL contacted Sentech to ascertain the nature of the network downtime and to receive feedback as to which areas were affected. The only feedback they were willing to supply was that they are updating their ‘notice board with all current comments and the problem is receiving attention’.
This updated notice board is far from enlightening or comforting for concerned customers. It states: “We’re currently experiencing a failure on the MyWireless network resulting in a loss of connectivity. Customers are getting normal user disconnect when trying to authenticate. Our technicians are busy resolving the issue.”
Helpdesk was unfortunately no good either. Many users trying to gain insight from the Sentech customer care line were left high and dry with a variety of customers stating that they were told there is no problem on the network.
User comments on the MyADSL forum reveal just how frustrating their dealings with helpdesk were: “Mine went down too at 10 and call centre isn’t answering” and “Ok I called the helpdesk…he says there are no problems”. MyADSL also called the Sentech helpdesk, and unsurprisingly we were also informed that there are no problems on the network.
It appears that the Sentech helpdesk staff has not been informed as to what is happening on the network because the message on the care line clearly informs customers that call volumes are high due to an incident. It continues to state that the technicians are investigating the issue.
Users who do choose to follow’s Sentech’s advice to visit the Sentech notice board should note that there is no indication as to when the network problem was resolved or even if it was resolved.
An unconfirmed report suggests that Cisco equipment failure caused problems across the entire MyWireless network.
Sentech’s failure to communicate their latest network downtime in a timely and open manner is truly mind boggling. After the media lashing they received in 2004 which seriously damaged their subscriber base one wonders if they learnt anything from that debacle.
Network downtime and connectivity problems are part and parcel of being an Internet provider and there will always be instances where things go wrong.
But it is during these times of pressure that the provider needs to put their best foot forward and keep communication channels open. This is the time when customers stay if they are reassured and go if left in the dark. Sentech’s unwillingness to give details about the problem or resolution process and the shabby response to customer queries is not the way forward.
Sentech’s MyWireless service has had a good run for the past few months and through testing proved to be one of the most stable wireless providers, but incidents like this can undo all of the hard work they have put in. It can only be assumed that old habits die hard…
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