RG
Rizwaan G
1 reviews | Active since Nov 2011
09 Nov 2021, 07:41
Bitco Support lack of feedback and resolution
I have a UPS and when load shedding starts I am fine for a bit but after a while the internet drops even though my router is up and running, looks like the Vumatel box outside the house has an old backup supply and this is a huge requirement for work from home and i already logged 2 Tickets for this and they were just closed with no feedback received at all.
Helpful (0)
Replies (8)0
Replies (8)
BitCo's replyOfficial
09 Nov 2021, 08:15 Good Morning Rizwaan,
Thank you for bringing this to our attention.
Please allow me to investigate with the relevant department and provide feedback shortly.
kind Regards
Vanee Balli
Service Account Manager
Thank you for bringing this to our attention.
Please allow me to investigate with the relevant department and provide feedback shortly.
kind Regards
Vanee Balli
Service Account Manager
BitCo's reply09 Nov 2021, 08:15
Official
Good Morning Rizwaan,
Thank you for bringing this to our attention.
Please allow me to investigate with the relevant department and provide feedback shortly.
kind Regards
Vanee Balli
Service Account Manager
Thank you for bringing this to our attention.
Please allow me to investigate with the relevant department and provide feedback shortly.
kind Regards
Vanee Balli
Service Account Manager
RG
Rizwaan G's updateReviewer Update
09 Nov 2021, 22:06Any feedback on this as I got a call from Vuma that this is resolved but tonight the same issue happened again, so clearly it is not resolved and Technician needs to be sent out again to check the battery back up on the POP or Exchange.
RG
Rizwaan G's update09 Nov 2021, 22:06
Reviewer Update
Any feedback on this as I got a call from Vuma that this is resolved but tonight the same issue happened again, so clearly it is not resolved and Technician needs to be sent out again to check the battery back up on the POP or Exchange.
BitCo's replyOfficial
10 Nov 2021, 08:48Good Morning Rizwaan,
My apologies for the delayed response.
The feedback we received from Vumatel is that your service connects to a VDN which is a small point of presence, and you will lose connectivity once the UPS at the VDN drains.
This is Vumatel Infrastructure and backup power is up to their discretion.
Unfortunately, this is out of our control as your Internet Service Provider.
Kind Regards
Aricia Kirkpatrick
Service Account Manager
My apologies for the delayed response.
The feedback we received from Vumatel is that your service connects to a VDN which is a small point of presence, and you will lose connectivity once the UPS at the VDN drains.
This is Vumatel Infrastructure and backup power is up to their discretion.
Unfortunately, this is out of our control as your Internet Service Provider.
Kind Regards
Aricia Kirkpatrick
Service Account Manager
BitCo's reply10 Nov 2021, 08:48
Official
Good Morning Rizwaan,
My apologies for the delayed response.
The feedback we received from Vumatel is that your service connects to a VDN which is a small point of presence, and you will lose connectivity once the UPS at the VDN drains.
This is Vumatel Infrastructure and backup power is up to their discretion.
Unfortunately, this is out of our control as your Internet Service Provider.
Kind Regards
Aricia Kirkpatrick
Service Account Manager
My apologies for the delayed response.
The feedback we received from Vumatel is that your service connects to a VDN which is a small point of presence, and you will lose connectivity once the UPS at the VDN drains.
This is Vumatel Infrastructure and backup power is up to their discretion.
Unfortunately, this is out of our control as your Internet Service Provider.
Kind Regards
Aricia Kirkpatrick
Service Account Manager
RG
Rizwaan G's updateReviewer Update
10 Nov 2021, 09:54I understand that, but the issue is Vuma called me yesterday and said they replaced the battery backup on the POP and i still had issues last night, so clearly that was not done and i need you as my ISP to escalate it as i do not have direct contact with Vuma.
RG
Rizwaan G's update10 Nov 2021, 09:54
Reviewer Update
I understand that, but the issue is Vuma called me yesterday and said they replaced the battery backup on the POP and i still had issues last night, so clearly that was not done and i need you as my ISP to escalate it as i do not have direct contact with Vuma.
RG
Rizwaan G's updateReviewer Update
17 Nov 2021, 10:00Still no response on this from Vuma and BitCo, what poor service and i can guarantee you that this was not escalated by my ISP to Vuma after my comment, so that makes it easier for me now to move to a new ISP that will actually care for the client.
RG
Rizwaan G's update17 Nov 2021, 10:00
Reviewer Update
Still no response on this from Vuma and BitCo, what poor service and i can guarantee you that this was not escalated by my ISP to Vuma after my comment, so that makes it easier for me now to move to a new ISP that will actually care for the client.
BitCo's replyOfficial
18 Nov 2021, 14:16Good Afternoon Rizwaan,
As per our previous response, we as your internet service provider are unable to assist in this regard as we do not own the Infrastructure.
Please accept our sincere apology in this regard.
Kind Regards
Aricia Kirkpatrick
Service Account Manager
As per our previous response, we as your internet service provider are unable to assist in this regard as we do not own the Infrastructure.
Please accept our sincere apology in this regard.
Kind Regards
Aricia Kirkpatrick
Service Account Manager
BitCo's reply18 Nov 2021, 14:16
Official
Good Afternoon Rizwaan,
As per our previous response, we as your internet service provider are unable to assist in this regard as we do not own the Infrastructure.
Please accept our sincere apology in this regard.
Kind Regards
Aricia Kirkpatrick
Service Account Manager
As per our previous response, we as your internet service provider are unable to assist in this regard as we do not own the Infrastructure.
Please accept our sincere apology in this regard.
Kind Regards
Aricia Kirkpatrick
Service Account Manager
RG
Rizwaan G's updateReviewer Update
18 Nov 2021, 14:32That is unacceptable as you are my ISP and that means unfortunately I have to deal with you directly, which means that BitCo must log a call with Vumatel on my behalf to get the battery replaced, I will await the Vuma reference from you.
RG
Rizwaan G's update18 Nov 2021, 14:32
Reviewer Update
That is unacceptable as you are my ISP and that means unfortunately I have to deal with you directly, which means that BitCo must log a call with Vumatel on my behalf to get the battery replaced, I will await the Vuma reference from you.
RG
Rizwaan G's updateReviewer Update
07 Feb 2022, 23:08Bitco should at least log a call on behalf of me to Vuma as this issue still exists and now that loadshedding is back, my connection keeps dropping...
RG
Rizwaan G's update07 Feb 2022, 23:08
Reviewer Update
Bitco should at least log a call on behalf of me to Vuma as this issue still exists and now that loadshedding is back, my connection keeps dropping...