1 reviews | Active since Oct 2010
Bad attitude and deteriorating internet service
I was probably one of the first home customers of Bitco and immediately got a 5mbps uncapped home PREMIUM line as I was tired of cellphone network and the like. The ad, which I still have promised HD stream etc. I was sold.<br> <br> The first year of streaming was great, till things started deteriorating like the cellphone networks. Complaint after complaint nothing is done. The technicians are ***** and arrogant. Tonight as I type I get 1,17 mbs, 76ms latency. This from a 5mbps line. I cant even stream youtube at HD never mind Netflix. This is especially prevalent between 17:30 and 20:30 week days. In the beginning I had 3ms latency and got throttled to 2.60mbs which I felt was unfair but I could manage with. The line \opened"up at 18:00 and streamed again at 5mbs. Thats gone right out the window. Don't think you get 5mbs. Its browsing speeds or streaming for an hour. Nothing PREMIUM!!<br> <br> My subscription is up soon and I think its time to move along. Bitco will learn the hard way as the rest as keeping customers happy is not their forte"
We have taken this time to thoroughly investigate your claims. We have combed through all our stats on your link and re-read all the tickets logged via our help desk. All of this to ascertain if there is a problem on the link, if so, what the root cause may be.
Our investigation has shown that your link is indeed performing to spec, all the equipment is in working order as well. Your usage on the link is causing you to hit our Fair and Acceptable Use Policy's parameters, so any apparent degradation of your link is actually as a result of the throttling we impose when the link is maxed as per our FUP.
We have records of the support queries raised and other than receiving curt replies, for which we apologise and will address the support team. No arrogance meant, we concede that the abruptness of the replies may have given you the wrong perception.
We shall now proceed to contact you via direct email and go through troubleshooting your link again so be 100% certain our records are correct. We will go through speed tests with you and find out why you are seeing the results you have reported to us.
Regards,
BitCo
We have taken this time to thoroughly investigate your claims. We have combed through all our stats on your link and re-read all the tickets logged via our help desk. All of this to ascertain if there is a problem on the link, if so, what the root cause may be.
Our investigation has shown that your link is indeed performing to spec, all the equipment is in working order as well. Your usage on the link is causing you to hit our Fair and Acceptable Use Policy's parameters, so any apparent degradation of your link is actually as a result of the throttling we impose when the link is maxed as per our FUP.
We have records of the support queries raised and other than receiving curt replies, for which we apologise and will address the support team. No arrogance meant, we concede that the abruptness of the replies may have given you the wrong perception.
We shall now proceed to contact you via direct email and go through troubleshooting your link again so be 100% certain our records are correct. We will go through speed tests with you and find out why you are seeing the results you have reported to us.
Regards,
BitCo