Dear Dan, I agree with you 1001%, i acted out of frustration and i can assure you that whenever i have a problem with the internet connection, i do the following:

1: call david and find out if he is connected because we share the same node.
2: check the nanostation at my office to see if it is connected because it is on a different node but i can ssh into it.
3: call kdn if none of these is working.

Now why i sent to the list:
I called, spoke to one guy called Ian who in my opinion is one of the better customer care reps cause he knows what he is doing. He called back to find out if it was working, told him he had resolved some issues and i could ping the gateway but speeds were zero.

said he would call back and that was the last i heard from them.

you tell me, last time i had an issue with KDN and i made noise on skunkworks i was sorted within the day, why wouldnt i have that as my option of last resort?

ps:
with all due respect.

On Thu, Aug 12, 2010 at 9:19 PM, David Kiania | Asentric Consulting Ltd <kianiadee@gmail.com> wrote:
Dan Kwach,

Instead of trying to manage the situation, why don't you use
skunkworks as a barometer of how your services are performing. I don't
know anyone including KDN staff (I was one) who is satisfied with the
quality of services.

KDN operates as an overgrown ISP and not a Telco, which is driven by
systems, processes, procedures and overriding desire to please their
customers. Can you please address the issues straight on: KDN NEEDS TO
SHAPE UP and Match the quality of service to a name.

Whichever way you look at it, the ball is squarely on your court.


Kiania D.



On Thu, Aug 12, 2010 at 7:55 PM, Dan Kwach <dan.kwach@kdn.co.ke> wrote:
> Hi Brainiac,
>
> Not denying you the right to air your grievances in any way but
> wouldn't it have been a more objective approach to raise such an issue
> in such an elaborate way with the provider - KDN prior to raising it
> in an open forum whilst still targeting the very entity?
>
> Nonetheless, this issue has been taken note of after getting an
> official correspondence from one David Njuguna. We will certainly fix
> this in due time.
>
> Rgds,
> Dan O.Kwach,
> Kenya Data Networks.
>
>
> On Thu, Aug 12, 2010 at 1:07 PM, [ Brainiac ] <arebacollins@gmail.com> wrote:
>> Business must be brisk, (judging from the number of active connections on
>> your network), security too must be high in your agenda given the paranoid
>> nature of enforcement on our gateway 10.199.0.1 which has basically blocked
>> all the "bad" ports. Just a reminder to open the "somehow good" ports that
>> allow us to send small packets out there to tell us where websites are since
>> you (10.199.0.1) seem overwhelmed.
>>
>> You have only left port 443 and 80 open, which is fine but since most "bad"
>> users of the net can program their softwares to use the "good" ports, we are
>> now having congestion and WE the good users are locked out of accessing the
>> interweb because our machines are not powerful enough to compete on that
>> small port.
>>
>> Since every time i call they ask me the same questions over and over again,
>> the answers are as follows.
>>
>> 1: yes
>> 2: yes
>> 3: since yesterday
>> 4: it is not responding
>> 5: No
>> 6: No, but i can restart now.
>> 7: Nope, still not working.
>> 8: No IP address, just the fallback IP.
>> 9: Ok, here goes. 00:15:6D:FA:4C:5F for the nanostation and
>> 00:0B:CD:95:61:B1 for my machine. (i usually try telling them the
>> nanostation is bridge mode but responses are varied. )
>> 10: Ok ill wait.
>> 11: ok, 0720516758
>>
>>
>> It really sucks having to call tech support and being told youll be called
>> back and then they dont (and hope you will not be pissed off or that the
>> problem will be sorted out miraculously), but anyway, i use kdn to backup my
>> Orange link (Which is fantastic, never goes down and in the few instances i
>> have had issues has been addressed in real time).
>>
>>
>> ps:
>> I know some really skilled techies in msa and kilifi who would happily help
>> out supporting your network if you just gave them something geeky, like a
>> 10Mbps fiber termination to their houses. this could easily improve the
>> service levels  :-) me thoughts.
>>
>>
>> --
>>  Posted on 100% recycled electrons
>>
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--

[Asentric Consulting Ltd]

If a man has in himself the soul of a slave will he not become one no
matter what his birth ....

-Richest Man in Babylon
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--
 Posted on 100% recycled electrons