Cap of death! Refund Please!

H

Hogrod

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Yes this is probably a very boring subject, since it goes on and on. But I'm posting this for the amusement of Iburst users and for the attention of Iburst tech support.

For the first time ever since I signed up last year I've been given the cap of death as an early Xmas present

I ran out of my allocated bandwidth this afternoon, and suddenly instead of being throttled I was capped to death! Internet no more except for the www.iburst.co.za.
Of course I called Tech Support on Sat late afternoon. They had heard of the cap of death, but nothing could be done. A call has been logged and I have to wait for a 'senior' support person to get back to me. Whom of which sneaked off home around about 4pm which means I have to wait till Monday. So much for 24hr support. More like 24 hr support without the arms and legs.

Naturally the only way I am able to write this post to you was by buying an extra 1 gig. This means I'm so many Rands out of pocket now due to the conspiracy behind the cap of death and only being able to browse to Iburst.co.za where one can conveniently give more money to Iburst because they can't fix their screw ups promptly.

I do expect Iburst to provide me a full refund of the full additional gig I have just purchased because the throttled service of which is included in my R469 fee failed to work.

Regards,
Andrew
 
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Post it on Ed's blog so that there is no excuse for your refund.

I'm sure there will be a few more "cap of death" comming in the next few days which will probably include myself.
 
Andytl5, besides your cap of death how has your connection and speed been in the past week or two?
 
I make downloads regularly between 70KB/sec and 100KB/sec (internationally and locally) which if I use this online convertor (http://www.easycalculation.com/bandwidth-calculator.php) equates to 500kbit and 800kbit speed wise...:confused:

All depends where I surf. I had been getting close to the big 1Mbit speed on downloads (120KB/sec I recall) just before next door decided to build a concrete wall right in front of my ext directional antenna. Which forced me to switch from Tableview to the Goodwood tower.

I only use my connection in the evenings and weekends.
Overall I find email and FTP slow. Browsing good, downloading good, and online gaming latency truly sucks.

The cape town issues i have noticed slightly, as I was unable to stream audio from a uk soccer match i was listening too last week. At the moment speeds are pretty good!
 
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Well I got capped yesterday afternoon too, and no cap of death for me :D

Emailing Ed should work, but also dont listen to those support guys, they know very well that the fix is to buy an extra gig, and you shouldn't have to pay for this. Just tell them that you want them to buy an extra gig as you know this solves it, and if they refuse. .well you can give them ***.. it will make you feel better and take some time away from your dead connection.

Oh, what also works is changing your password.. which I'm not sure if you can do, but they can. I know someone who got their COD fixed in this way, so I'm not sure why they dont do it for everyone.. maby it only works under certain circumstances or something weird.. :/
 
Right just emailed Ed. Seeing as its late into the weekend I'll be more patient than usual and hope for a resolution on Monday.
Too bad this had to happen on a weekend when support is not fully manned.

I agree the front line support are useless at solving problems without a supervisor. They even admitted knowing about the cap of death just from reading MyADSL. Yet they still refuse to give extra bandwidth to fix it, and suggest I should cough up.

Why can't these guys fix the root cause. Its the same deal behind the dead IPs! No action.

I guess I'll have to wait until a 'senior' gets in touch with me on Monday.
 
EHV, what has changing your pwd got to do with cod, does not make sense that a pwd change can lift the cod, if you said username then that would make more sense since thats what your account is based on.
 
andy, front line support guys are dummies and know nothing about the system, speaking to them is about the same as talking to your cat or dog, hmmmm maybe worse if your dog is trained.:D
 
Ekhaatvensters said:
Oh, what also works is changing your password.. which I'm not sure if you can do, but they can. I know someone who got their COD fixed in this way, so I'm not sure why they dont do it for everyone.. maby it only works under certain circumstances or something weird.. :/
Click to expand...

In order for that to work it means you need to give them your old pwd, then after it's changed they will also know your new pwd, noway in hell do I give such info to those guys.:rolleyes:
 
MrH said:
EHV, what has changing your pwd got to do with cod, does not make sense that a pwd change can lift the cod, if you said username then that would make more sense since thats what your account is based on.
Click to expand...

I have no idea. But thats what they did for a friend of mine when he got COD, and it worked. He was signed up with a reseller like Tradepage, so he phoned them to get the password changed, and after that it worked. :confused:
 
MrH said:
In order for that to work it means you need to give them your old pwd, then after it's changed they will also know your new pwd, noway in hell do I give such info to those guys.:rolleyes:
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Well they might know this already. When you phone the helpdesk, if you just give them your username they can check your bandwidth usage and buy you extra gigs, without needing your password. I'm sure they could also just get your password or use your account if they wanted to.

Anyway, they cant do much with your username/pass if you are logged in, they had to ask me to disconnect the modem for them to be able to do anything on my accoutn, so not much to worry about anyway.
 
more evidence pointing to database errors being behind Cap Of Death...
 
MrH said:
andy, front line support guys are dummies and know nothing about the system, speaking to them is about the same as talking to your cat or dog, hmmmm maybe worse if your dog is trained.:D
Click to expand...

I gather those frontline guys are just there for simple things like, purchasing of b/w, general queries, confirmation of passwords or changing of them.

I guess by now we all know the level of first line customer service @ iBurst

IMO some members of the forum know iBurst more than those who work there
 
IMO some members of the forum know iBurst more than those who work there
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Yes because we earn a living supporting users of the product and/or reselling it. The customer phones you and crap on you first usually and its usually us that have to sort out customer's problems...
 
JTech said:
Yes because we earn a living supporting users of the product and/or reselling it. The customer phones you and crap on you first usually and its usually us that have to sort out customer's problems...
Click to expand...

So you get commision from iBurst if you resell their product and you do advice the your client to use it
 
Hi Guys,

Update on this post I originally started!

Please help me. I just spoke to a manager called Henry at Iburst about my cap of death problem. He is blaming my signal strength as the source of my cap. Yet my signal strength is 90 decibels or better during the day. I have never had any cap of death or connection problems since I joined September last year.

They point blank refuse to refund my gig and offered a site test instead. Will this result in a refund?

They further explain that the cap is because of load on the tower and that the tower will not service me because its busy giving bandwidth to other users? I told him I am not experiencing timeouts, and the only site I can access is Iburst's. I even cleared my cache, restarted everything and flushed my dns, this still did not resolve the issue. I managed to load 1 webpage and after a couple minutes it went dead again.

This is the first time this issue has ever happened to me, and Iburst's service is unacceptable. They are saying its my signal that is the problem and why I cant load any web pages. As soon as I bought more bandwidth it worked perfectly like it normally does. So how can it be signal or load on a tower?

Henry’s reply was read off a bloody card, a dead straight no sympathy reply. When asked the technicalities behind his suggestions he had no idea.
Henry on the other hand is the worst Iburst rep I've ever spoken to. This is merely an attempt to blame the problem on the customer and avoid paying the refund.

I can see now this will come down to a site test just to prove to them there is nothing wrong. But what then? Will I get a refund?

IBURST is this the best you can do for a loyal customer? I can not afford to buy more bandwidth, if this happens again next month I have no choice but to terminate and go to DSL even if it means coughing up. I don't want to but I have a business to run and I can't do with this unreliability. It's so sad and frustrating.

Ed will apparently call me…
 
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andytl5 said:
Hi Guys,

Update on this post I originally started!

Please help me. I just spoke to a manager called Henry at Iburst about my cap of death problem. He is blaming my signal strength as the source of my cap. Yet my signal strength is 90 decibels or better during the day. I have never had any cap of death or connection problems since I joined September last year.

They point blank refuse to refund my gig and offered a site test instead. Will this result in a refund?

They further explain that the cap is because of load on the tower and that the tower will not service me because its busy giving bandwidth to other users? I told him I am not experiencing timeouts, and the only site I can access is Iburst's. I even cleared my cache, restarted everything and flushed my dns, this still did not resolve the issue. I managed to load 1 webpage and after a couple minutes it went dead again.

This is the first time this issue has ever happened to me, and Iburst's service is unacceptable. They are saying its my signal that is the problem and why I cant load any web pages. As soon as I bought more bandwidth it worked perfectly like it normally does. So how can it be signal or load on a tower?

Henry’s reply was read off a bloody card, a dead straight no sympathy reply. When asked the technicalities behind his suggestions he had no idea.
Henry on the other hand is the worst Iburst rep I've ever spoken to. This is merely an attempt to blame the problem on the customer and avoid paying the refund.

I can see now this will come down to a site test just to prove to them there is nothing wrong. But what then? Will I get a refund?

IBURST is this the best you can do for a loyal customer? I can not afford to buy more bandwidth, if this happens again next month I have no choice but to terminate and go to DSL even if it means coughing up. I don't want to but I have a business to run and I can't do with this unreliability. It's so sad and frustrating.

Ed will apparently call me…
Click to expand...

I cant believe they are still trying that crap. When I phoned a while back he also told me it was my signal strength. This is a lie. I could still use the other protocols that COD doesn't affect at full capped speed. I was busy downloading a mp3 off P2P just to check while the guy was on the phone with me, also I have got capped many times before with exactly the same signal strength and it always worked, so dont listen to that.

The tower thing is also crap.. seeing as you could use P2P or get to the iBurst sight normally, so obviously the tower is capable or serving you.. why do they bother with all these lies when they could just give you a free gig, is R149 that much for them to lose that they have to do this instead?
 
So you get commision from iBurst if you resell their product and you do advice the your client to use it
Click to expand...

typical ar$ehole reply from braggart forum members....

1) I am not yet an official reseller.. I get someone to supply my customers with iBurst.
2) Customers are non-technical people i.e. small companies without a budget for IT staff. They deal with you on a per-case basis for failures/support if something dies you have to go there, and they call you out for all kinds of **** aswell. It would be nice not to have to go there if Iburst is down. So advising the client how to use it is of no use. They don't even know what it is, all they care is that their online systems work.
 
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