I have been battling with an bizarre issue since Sunday evening and it looks like the people manning the call centre help desk are not qualified to find and sort out the root of the problem. I have been reading the threads on this forum for some time now and noticed that the representative from Iburst that post on here are quite clued up so I am hoping one of you can help me out.
Ok, so basicly my problem is this. I recently (+- 3 weeks ago) upgraded my month to month account to the Uncapped+ contract which included the 2mb silver surfer.For 3 weeks every thing was awesome until Sunday evening when all of a sudden my 2mb modem just lost connection to the net and wouldn't reconnect. At first i thought it was just a network issue but when i still couldn't connect after about 2 hrs I started thinking maybe it was something else. So I disconnected my new modem and reconnected my old 1mb modem which, surprisingly connected first time without fail. My first though was that the 2mb modem was faulty but i though to investigate a little further so i connected it directly to my PC and attempt dial manually, the error message i received was that the connection is being denied because the username and password were not valid i knew for a fact that they are correct because my old modem connected just fine with those same credentials. The only conclusion i could draw was that for some reason my 2mb modems UTID was no longer associated with my account. At that point I attempted to get the call center to resolve the issue, unfortunately even re-activating the UTID on the account did not resolve the issue and that is apparently all that they could do to try and resolve the issue themselves, I was told the would escalate the issue to the systems department but they couldn't give me a solid turn around time for when the problem would be resolved. Please can one of the representatives on here take a look into it for me I would much appreciate it. My call center reference is 498706, if you need any other info i will provide it gladly.Thanks.
Ok, so basicly my problem is this. I recently (+- 3 weeks ago) upgraded my month to month account to the Uncapped+ contract which included the 2mb silver surfer.For 3 weeks every thing was awesome until Sunday evening when all of a sudden my 2mb modem just lost connection to the net and wouldn't reconnect. At first i thought it was just a network issue but when i still couldn't connect after about 2 hrs I started thinking maybe it was something else. So I disconnected my new modem and reconnected my old 1mb modem which, surprisingly connected first time without fail. My first though was that the 2mb modem was faulty but i though to investigate a little further so i connected it directly to my PC and attempt dial manually, the error message i received was that the connection is being denied because the username and password were not valid i knew for a fact that they are correct because my old modem connected just fine with those same credentials. The only conclusion i could draw was that for some reason my 2mb modems UTID was no longer associated with my account. At that point I attempted to get the call center to resolve the issue, unfortunately even re-activating the UTID on the account did not resolve the issue and that is apparently all that they could do to try and resolve the issue themselves, I was told the would escalate the issue to the systems department but they couldn't give me a solid turn around time for when the problem would be resolved. Please can one of the representatives on here take a look into it for me I would much appreciate it. My call center reference is 498706, if you need any other info i will provide it gladly.Thanks.
. Thanks, Rooi, for the assist.