iBurst plagued by problems
Subscribers to the iBurst service have reported problems related to speed and general service delivery. A quick scan of the MyADSL forums reveals that all is not well with their service.
“Ok, it’s reached the point now where the iBurst service is but completely unusable for me – it took me 5 mins (literally) to load this page,” said one subscriber.
Similar comments dominated the iBurst customer support blog. “It’s [iBurst] a total waste of time! I’ve sent in my application for another service I’ve only been on iBurst one month but luckily I didn’t sign a contract,” said one Cape Town subscriber.
iBurst acknowledged some of the problems related to performance. “iBurst is aware of localised individual users’ queries relating to the speed of its wireless broadband service in Cape Town and is working to address these individual issues.” the company said.
The complaints from consumers are however not merely related to speed and general performance of the service, but also about usage statistics.
Many subscribers complained about incorrect statistics from iBurst regarding usage, with figures generally indicating higher usage allowances than the packages purchased.
Comments like: “I’ve used up 1.04GB & have 3.94GB left? I’m on a G3 package,” and “On all my accounts I have 3.94GB left…" dominated discussions.
Blog under fire
The iBurst blog also came under fire recently, especially after all the previous comments were deleted. This is seen by many as a cheap way from the wireless provider of trying to hide negative comments.
“I find it rather amusing that you would simply delete the all previous valid posts without responding to them,” said one respondent.
“I guess you didn’t delete the long list of blogs today – some posted in the last 24 hours. NOOOOO you would never hide all the negative blogs. – would you Ed?” said another.
iBurst however said that they had to start a new blog and hence had to delete the old one. iBurst added that they were experiencing technical glitches like spam, Firefox incompatibility and undelivered emails.
iBurst was quick to point out that these issues have been addressed and are currently being resolved.
“iBurst strives to maintain a transparent relationship with its subscribers and values constant feedback,” the broadband provider said.
“Subscribers should rest assured that iBurst’s Head of Customer Support, Ed Hall, and his team constantly scan blog comments and monitor queries received by iBurst’s call centre,” it concluded.
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