DVdW
Dean Van der Walt
1 reviews | Active since Nov 2018
19 Nov 2018, 07:49
Bitco refuses to help sort out issues
For about a week now I have been trying too get Bitco to fix my internet. I pay for a 10mbps line. most of the time I only get between 4-6mbps with nothing running using data. Everyday I try and speak to them but they are not useful. My smart tv , selfones and my computer can't even play a youtube video(so now all of my equipment is broken). When I ask then to please let me speak to there management because they don't want to help me then they just ignore me. I told them if they keep on giving me this bad service Iam going to report them here. They don't even care. After all of this they say its weather related. While Iam wrighting this there is no bad weather and we only had 2 days of rain. I am fed up with this issue of having to fight with them everyday. Apologies for spelling
Helpful (0)
Replies (6)0
Replies (6)
BitCo's replyOfficial
19 Nov 2018, 09:22Good day
We acknowledge receipt of your complaint and we will be investigating all avenues of this and provide feedback as soon as possible.
Thank you for alerting us to your frustrations surrounding our service delivery.
We pride ourselves on delivering a great customer experience to all of our customers so it comes a shock to see you have not received this treatment.
Please allow my team to investigate your complaint and provide you with a update as well as a plan to resolve your frustrations around our service delivery.
Apologies for the inconvenience that we have caused, we will do everything possible to resolve your complaint.
Kind Regards
We acknowledge receipt of your complaint and we will be investigating all avenues of this and provide feedback as soon as possible.
Thank you for alerting us to your frustrations surrounding our service delivery.
We pride ourselves on delivering a great customer experience to all of our customers so it comes a shock to see you have not received this treatment.
Please allow my team to investigate your complaint and provide you with a update as well as a plan to resolve your frustrations around our service delivery.
Apologies for the inconvenience that we have caused, we will do everything possible to resolve your complaint.
Kind Regards
Best regards,
BitCo's reply19 Nov 2018, 09:22
Official
Good day
We acknowledge receipt of your complaint and we will be investigating all avenues of this and provide feedback as soon as possible.
Thank you for alerting us to your frustrations surrounding our service delivery.
We pride ourselves on delivering a great customer experience to all of our customers so it comes a shock to see you have not received this treatment.
Please allow my team to investigate your complaint and provide you with a update as well as a plan to resolve your frustrations around our service delivery.
Apologies for the inconvenience that we have caused, we will do everything possible to resolve your complaint.
Kind Regards
We acknowledge receipt of your complaint and we will be investigating all avenues of this and provide feedback as soon as possible.
Thank you for alerting us to your frustrations surrounding our service delivery.
We pride ourselves on delivering a great customer experience to all of our customers so it comes a shock to see you have not received this treatment.
Please allow my team to investigate your complaint and provide you with a update as well as a plan to resolve your frustrations around our service delivery.
Apologies for the inconvenience that we have caused, we will do everything possible to resolve your complaint.
Kind Regards
Best regards,
BitCo's replyOfficial
19 Nov 2018, 11:59Hi Dean,
I would like to apologies on behalf of BitCo for the inadequate service you have received.
I have already addressed this issue with our support department.
I however would like to point out that the product you are being provided is not a guaranteed 10Mbps, what we do guarantee is the uptime to 99% and will provide you with credits should we not meet the 99% uptime.
The reason we cannot guarantee the service is we are using an open band of spectrum to supply you with the service. This spectrum is available to any licensed ISP in RSA and thus it can degrade as more operators begin to use it to supply their services to their customers.
To enhance your experience we are constantly changing channels on our equipment to provide you with the best possible internet experience, however we are sometimes unable to do this as there is too much interference from other operators.
Should you feel that this is not the product you would like, we are happy to let you out of the service at no additional charge and will refund you for November's invoice.
Should you wish to continue with the service, please take note that you will most likely have interference and this will degrade the service but you should still get around ±5Mbps.
I hope that i have helped explain the situation a bit better.
Kind Regards,
Jarryd Chatz
Chief Executive Officer
I would like to apologies on behalf of BitCo for the inadequate service you have received.
I have already addressed this issue with our support department.
I however would like to point out that the product you are being provided is not a guaranteed 10Mbps, what we do guarantee is the uptime to 99% and will provide you with credits should we not meet the 99% uptime.
The reason we cannot guarantee the service is we are using an open band of spectrum to supply you with the service. This spectrum is available to any licensed ISP in RSA and thus it can degrade as more operators begin to use it to supply their services to their customers.
To enhance your experience we are constantly changing channels on our equipment to provide you with the best possible internet experience, however we are sometimes unable to do this as there is too much interference from other operators.
Should you feel that this is not the product you would like, we are happy to let you out of the service at no additional charge and will refund you for November's invoice.
Should you wish to continue with the service, please take note that you will most likely have interference and this will degrade the service but you should still get around ±5Mbps.
I hope that i have helped explain the situation a bit better.
Kind Regards,
Jarryd Chatz
Chief Executive Officer
Best regards,
BitCo's reply19 Nov 2018, 11:59
Official
Hi Dean,
I would like to apologies on behalf of BitCo for the inadequate service you have received.
I have already addressed this issue with our support department.
I however would like to point out that the product you are being provided is not a guaranteed 10Mbps, what we do guarantee is the uptime to 99% and will provide you with credits should we not meet the 99% uptime.
The reason we cannot guarantee the service is we are using an open band of spectrum to supply you with the service. This spectrum is available to any licensed ISP in RSA and thus it can degrade as more operators begin to use it to supply their services to their customers.
To enhance your experience we are constantly changing channels on our equipment to provide you with the best possible internet experience, however we are sometimes unable to do this as there is too much interference from other operators.
Should you feel that this is not the product you would like, we are happy to let you out of the service at no additional charge and will refund you for November's invoice.
Should you wish to continue with the service, please take note that you will most likely have interference and this will degrade the service but you should still get around ±5Mbps.
I hope that i have helped explain the situation a bit better.
Kind Regards,
Jarryd Chatz
Chief Executive Officer
I would like to apologies on behalf of BitCo for the inadequate service you have received.
I have already addressed this issue with our support department.
I however would like to point out that the product you are being provided is not a guaranteed 10Mbps, what we do guarantee is the uptime to 99% and will provide you with credits should we not meet the 99% uptime.
The reason we cannot guarantee the service is we are using an open band of spectrum to supply you with the service. This spectrum is available to any licensed ISP in RSA and thus it can degrade as more operators begin to use it to supply their services to their customers.
To enhance your experience we are constantly changing channels on our equipment to provide you with the best possible internet experience, however we are sometimes unable to do this as there is too much interference from other operators.
Should you feel that this is not the product you would like, we are happy to let you out of the service at no additional charge and will refund you for November's invoice.
Should you wish to continue with the service, please take note that you will most likely have interference and this will degrade the service but you should still get around ±5Mbps.
I hope that i have helped explain the situation a bit better.
Kind Regards,
Jarryd Chatz
Chief Executive Officer
Best regards,
DVdW
Dean Van der Walt's updateReviewer Update
19 Nov 2018, 12:54Good day Jarryd
The ting is that a lot of the time even around 3am when I do a speedtest it will only give me about 4.7mbps. I am not the smartest with these tipes of things, but Iam sure thats when most people are offline and not using the service. Every hour or so like you said if wil show me that it changes the server between MTN,Jenny and Cyfer wave. Onthe MTN server it works 100%, but then it changes to one of the other and then everything just drops.
I can't understand that when you say:
"Should you feel that this is not the product you would like, we are happy to let you out of the service at no additional charge and will refund you for November's invoice.
Should you wish to continue with the service, please take note that you will most likely have interference and this will degrade the service but you should still get around ±5Mbps."
The above gives me a feeling that you know Iam paying for 10mb but you are ''ok'' with the fact that I should be happy with 5mb. Plus the fact that I can leave your company at no additional charge lets me know that you don't care about sorting out your clients problems witch they are paying you to do.
Please understand that I resorted to hellopeter because of issues not been resolved and I did give a warning to your people.
I don't want to go through all the hassle of getting another service provider. Please just make sure I have stable internet please.
Kind Regards
Dean van der Walt
DVdW
Dean Van der Walt's update19 Nov 2018, 12:54
Reviewer Update
Good day Jarryd
The ting is that a lot of the time even around 3am when I do a speedtest it will only give me about 4.7mbps. I am not the smartest with these tipes of things, but Iam sure thats when most people are offline and not using the service. Every hour or so like you said if wil show me that it changes the server between MTN,Jenny and Cyfer wave. Onthe MTN server it works 100%, but then it changes to one of the other and then everything just drops.
I can't understand that when you say:
"Should you feel that this is not the product you would like, we are happy to let you out of the service at no additional charge and will refund you for November's invoice.
Should you wish to continue with the service, please take note that you will most likely have interference and this will degrade the service but you should still get around ±5Mbps."
The above gives me a feeling that you know Iam paying for 10mb but you are ''ok'' with the fact that I should be happy with 5mb. Plus the fact that I can leave your company at no additional charge lets me know that you don't care about sorting out your clients problems witch they are paying you to do.
Please understand that I resorted to hellopeter because of issues not been resolved and I did give a warning to your people.
I don't want to go through all the hassle of getting another service provider. Please just make sure I have stable internet please.
Kind Regards
Dean van der Walt
BitCo's replyOfficial
19 Nov 2018, 13:35Hi Dean,
By offering you the ability to move away from us with no charge is by no means an admission of guilt, that we cannot get the service working better.
It's the reality of the situation, you are using a service that uses "open spectrum" (5Ghz) that any licensed operator may use. Even when the network is quite at 3am all the radios are still transmitting thus you will still get degraded speeds and interference. It also looks like some of the speedtest servers you are connecting to have capacity and can allow through higher speeds while other don't seem to be consistent and give you low speeds.
The best that we can do is make some changes to the channel that you are on and hope that it gets better, the only issue is that once we move channels we will start interfering with other operations and then they will change channels and eventually we will all be on the same channel and your experience will be degraded. Then we need to go through the same cycle again.
I would like to be able to provide you with a more stable product but at the moment this is all we have available in the North West Province.
At the moment the team is working on your link to get the speeds up.
Kind Regards,
Jarryd Chatz
By offering you the ability to move away from us with no charge is by no means an admission of guilt, that we cannot get the service working better.
It's the reality of the situation, you are using a service that uses "open spectrum" (5Ghz) that any licensed operator may use. Even when the network is quite at 3am all the radios are still transmitting thus you will still get degraded speeds and interference. It also looks like some of the speedtest servers you are connecting to have capacity and can allow through higher speeds while other don't seem to be consistent and give you low speeds.
The best that we can do is make some changes to the channel that you are on and hope that it gets better, the only issue is that once we move channels we will start interfering with other operations and then they will change channels and eventually we will all be on the same channel and your experience will be degraded. Then we need to go through the same cycle again.
I would like to be able to provide you with a more stable product but at the moment this is all we have available in the North West Province.
At the moment the team is working on your link to get the speeds up.
Kind Regards,
Jarryd Chatz
Best regards,
BitCo's reply19 Nov 2018, 13:35
Official
Hi Dean,
By offering you the ability to move away from us with no charge is by no means an admission of guilt, that we cannot get the service working better.
It's the reality of the situation, you are using a service that uses "open spectrum" (5Ghz) that any licensed operator may use. Even when the network is quite at 3am all the radios are still transmitting thus you will still get degraded speeds and interference. It also looks like some of the speedtest servers you are connecting to have capacity and can allow through higher speeds while other don't seem to be consistent and give you low speeds.
The best that we can do is make some changes to the channel that you are on and hope that it gets better, the only issue is that once we move channels we will start interfering with other operations and then they will change channels and eventually we will all be on the same channel and your experience will be degraded. Then we need to go through the same cycle again.
I would like to be able to provide you with a more stable product but at the moment this is all we have available in the North West Province.
At the moment the team is working on your link to get the speeds up.
Kind Regards,
Jarryd Chatz
By offering you the ability to move away from us with no charge is by no means an admission of guilt, that we cannot get the service working better.
It's the reality of the situation, you are using a service that uses "open spectrum" (5Ghz) that any licensed operator may use. Even when the network is quite at 3am all the radios are still transmitting thus you will still get degraded speeds and interference. It also looks like some of the speedtest servers you are connecting to have capacity and can allow through higher speeds while other don't seem to be consistent and give you low speeds.
The best that we can do is make some changes to the channel that you are on and hope that it gets better, the only issue is that once we move channels we will start interfering with other operations and then they will change channels and eventually we will all be on the same channel and your experience will be degraded. Then we need to go through the same cycle again.
I would like to be able to provide you with a more stable product but at the moment this is all we have available in the North West Province.
At the moment the team is working on your link to get the speeds up.
Kind Regards,
Jarryd Chatz
Best regards,
DVdW
Dean Van der Walt's updateReviewer Update
03 Feb 2019, 12:55Ok so this is the 2nd weekend that the internet has gone off. They refuse to respond on email to notify me as of whats going on. They dont have awenswers when i call them but they are EXTEAMLY fast to send out invoices. The website says 99%uptime but now nothing. I dont know why the dont respond or have any awenswers for me. But when it comes to paying they want all the money and not ones have i not paid. So i keep my end of the contract but they dont...... is it fair for me to get angry or what?
DVdW
Dean Van der Walt's update03 Feb 2019, 12:55
Reviewer Update
Ok so this is the 2nd weekend that the internet has gone off. They refuse to respond on email to notify me as of whats going on. They dont have awenswers when i call them but they are EXTEAMLY fast to send out invoices. The website says 99%uptime but now nothing. I dont know why the dont respond or have any awenswers for me. But when it comes to paying they want all the money and not ones have i not paid. So i keep my end of the contract but they dont...... is it fair for me to get angry or what?
BitCo's replyOfficial
04 Feb 2019, 11:33Good day Dean
Thank you for bring this to our attention.
The team is constantly working on improving the connection. We have addressed the lack of feedback internally and will make sure this get corrected. We will be crediting your account for the downtime during January.
Regards,
Thank you for bring this to our attention.
The team is constantly working on improving the connection. We have addressed the lack of feedback internally and will make sure this get corrected. We will be crediting your account for the downtime during January.
Regards,
Best regards,
BitCo's reply04 Feb 2019, 11:33
Official
Good day Dean
Thank you for bring this to our attention.
The team is constantly working on improving the connection. We have addressed the lack of feedback internally and will make sure this get corrected. We will be crediting your account for the downtime during January.
Regards,
Thank you for bring this to our attention.
The team is constantly working on improving the connection. We have addressed the lack of feedback internally and will make sure this get corrected. We will be crediting your account for the downtime during January.
Regards,
Best regards,