Zuku, Any response? Are there any SLAs with these contracts? ./Kyalo On 14 March 2011 20:07, Brian Ngure <brian@pixie.co.ke> wrote:
Hi,
The Down speed on my 8Mbps Turbo 8 fibre link is now *0.33Mbps*. Please note that this is *3.75%* of the speed that I am paying for as advertised by you.
Will I ever get a response from Zuku? Will this problem ever be sorted out? My emails are no longer being replied to!!! Please, I beg you. Help me. Since January I have been getting these speeds on my Turbo 8 connection(see attached). Please, please, please....
The speed is so bad I can't even connect to the My Zuku web page (see attached screenshot).
I am at my wits end. I don't know what else to do. I beg you, please, do something......
Please see some of the communication I had with your support Since mid January below.
Please note I am on the Turbo 8 package!
My client code is 62754.
* My Turbo 8 connection is has been experiencing slow speeds since Monday 24th January.
I also lost the TV signal from 23rd January until 7th February.
Packet loss on the first two hops is greater than 70%
A work order number was raised: 298106.
In calls to support, I have been told:
1. That the problem is a node near my house in Lavington.
2. That the modem firmware is faulty.
3. That the modem is fine!
4. That the 8Mbps package is a shared bandwith, BUT SPEEDS OF 0.6Mbps to a maximum of 1.2Mbps ON AN 8 Mbps LINK?
5. That support teams would come on specifed days at specified times (THEY NEVER BOTHERED TO SHOW UP OR CALL!!!)
6. That there is an issue with the main line and the issue has been escalated to our maintenance team who are working to resolve this matter.
On the 31st I called support again and after a wait of about 35 minutes on your automated system. After finally getting through, I begged for at least TV. No luck
7. That the support technician who finally came to my house LIED and said everything is ok even though my TV signal (which finally came back on its own) still was jerky and the internet speed was 1.2 Mbps Down and 0.8 Mbps Up. My maximum download was 80 - 100kbps download and an average of 40-60kbps. This is supposed to be an 8Mbps link.
8. You would have to change the wifi modem to one that does not have wireless and that this will resolve the current issue.
9. To purchase a router as the one you will install does not support wireless. (THE 8 Mbps package clearly states that wireless is part of the package so why should I have to buy one?)
10. That based on your internal logistics and site support mechanisms, cases are dealt with on individual basis, in line with you rolling out the HFC network due to the teething issues, the cases deemed for such. (No idea what this means?)
11. That I will indeed be given a new Cable modem + wifi since I am still on Turbo 8. (February 16th)
12. That another technician will come over to check the internet and TV signal issue.
13. That the HD receiver and phone will be issued soon as they are in stock.
14. That it was a mis-communication on the previous mail and that you need to change the modem but to one without the Wifi and that I should tell you if I have purchased the router for the wifi! (Again, the Turbo 8 package is supposed to come with wifi) (February 17th)
15. That you are working on a resolution for this matter and shall get back to me shortly. (February 18th)
THAT WAS THE LAST COMMUNICATION!!!!
I have noticed:
1. That packet loss on the link is always between 60% to 80% (Average 70%). I have sent emails with this information which has beed totally ignored.
2. On the 13th of February, the speeds became worse and worse. On my "8Mbps" link was downloading a file at 11.9KB/s and the speedtest.net was reporting a down speed of 0.7Mbps.
I have also been told:
1. That the receiver supplied is an SD Receiver which will be upgraded to the HD Receiver. 2. No phone set was supplied, will be brought. 3. That you have just received the HD decoders and telephone which will be installed soon (On the 27th of January) once they have been integrated into our system.
Please help me!
Brian Ngure* _______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------ Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke