Is it wrong to expect service delivery?
<p>Our church uses Bitco as telephone service provider. We constantly have issues (sometimes out of Bitco's control) with our phone system. In our latest service ticket, i have sent through three mail which are being read but no reply from Bitco. It is unbelievably frustrating not having phones for a week with no one solving the problem. Do your research first before appointing a service provider, we are finding that out on the hard way</p>
Good day
We acknowledge receipt of your complaint and will be investigating all avenues and provide feedback as soon as possible.
Good day
We acknowledge receipt of your complaint and will be investigating all avenues and provide feedback as soon as possible.
We have investigated the downtime you have experienced and found the following.
The previous time a support ticket was logged due to the ADSL line being in-active was on 31 January 2017. It turned out that the router had to be rebooted and the service was restored.
After this there were two tickets logged for faults and it was concluded that these instances were related to the internal LAN where there was a problem with an onsite switch and a LAN cable.
On the 21st of February, a new ticket was logged for the ADSL line. BitCo then logged the fault with Telkom for a technician to attend.
On 3rd March the ticket was updated to say that according to Telkom the fault has been resolved and service should be restored. We have since then not had any feedback regarding this problem.
BitCo had previously tried to assist with a different solution, wireless connectivity due to this problem occurring in the past, but there was no interest to look at this solution. BitCo has an authorization letter on file, stipulating that BitCo would be reliant on the Telkom infrastructure to route voice calls and that BitCo is not liable for any faults on this line.
We will assist where ever possible and we try to get Telkom to site as quickly as possible to get these problems resolved.
We have bee trying to get in contact with you today with no luck. The mobile phone does not get answered and we have left a message. We will continue to try and get in touch with you to make sure all is resolved.
We have investigated the downtime you have experienced and found the following.
The previous time a support ticket was logged due to the ADSL line being in-active was on 31 January 2017. It turned out that the router had to be rebooted and the service was restored.
After this there were two tickets logged for faults and it was concluded that these instances were related to the internal LAN where there was a problem with an onsite switch and a LAN cable.
On the 21st of February, a new ticket was logged for the ADSL line. BitCo then logged the fault with Telkom for a technician to attend.
On 3rd March the ticket was updated to say that according to Telkom the fault has been resolved and service should be restored. We have since then not had any feedback regarding this problem.
BitCo had previously tried to assist with a different solution, wireless connectivity due to this problem occurring in the past, but there was no interest to look at this solution. BitCo has an authorization letter on file, stipulating that BitCo would be reliant on the Telkom infrastructure to route voice calls and that BitCo is not liable for any faults on this line.
We will assist where ever possible and we try to get Telkom to site as quickly as possible to get these problems resolved.
We have bee trying to get in contact with you today with no luck. The mobile phone does not get answered and we have left a message. We will continue to try and get in touch with you to make sure all is resolved.