MT
Mauricio T
1 reviews | Active since May 2016
27 Feb 2019, 10:02
Poor service and poor line speeds.
It's sad that i always need to revert to Hello Peter to get Bitco's attention. My relationship with Bitco goes back to 2014. I have never achieved even close to their advertised speeds. About a year ago they upgraded me to a 10meg line for free. Honestly it didn't make much difference. There are times where you can get speeds of 4-6megs, but very rare. Mostly the line is under 2megs which is useless. I have complained so much that i actually felt bad, and because they gave me an upgrade i just stopped complaining and i would hot spot my phone to get anything done.
However this year i thought different. It's not right that i pay every month but don't get a service. And hot spotting my phone is costing me a fortune. So i emailed their support with a screen grab of the line speed. Under 2megs. 3 days later i got a reply from them that they see i am enjoying full speeds and will close the ticket???
Why would i be wasting my time contacting Bitco if i had full line speeds. Surely they can see the history on the account. Last night at about 6pm my line speed was 0.33mbps!!
I am just tired of dealing with Bitco and them not really caring. The hardware that they installed is 5 years old and can't be upgraded.
I can honestly say i can't really recommend Bitco, they have times where they are helpful. But in general you will never get the advertised line speed and the customer service will not satisfy you.
Helpful (0)
Replies (8)0
Replies (8)
BitCo's replyOfficial
27 Feb 2019, 10:30Good 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
BitCo's reply27 Feb 2019, 10:30
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
BitCo's replyOfficial
27 Feb 2019, 10:43Hi Mauricio,
While my team does their investigations, I would just like to advise you that the service you using is a best effort product (it was built to compete with DSL services).
We have never made any line speed guarantees on our Home Wireless product as it uses the 5Ghz open spectrum (ISM) band and any licensed operator can use this band.
We do however provide a 99% uptime guarantee, so the link will very rarely go completely down and if it does pass the 99% we will provide you with pro-rated credits on your account.
However this being said, the team will do whatever they can to try increase your line speed but in reality it might never get to the full speed over this wireless to the home connection.
Should you have access to our Fibre to the home service you will get a much better experience with speeds and stability as Fibre is a much better medium for the transport of data.
My team will be in touch with you today to see what we can do to resolve the degraded speed.
Kind Regards,
Jarryd Chatz
Chief Executive Officer
While my team does their investigations, I would just like to advise you that the service you using is a best effort product (it was built to compete with DSL services).
We have never made any line speed guarantees on our Home Wireless product as it uses the 5Ghz open spectrum (ISM) band and any licensed operator can use this band.
We do however provide a 99% uptime guarantee, so the link will very rarely go completely down and if it does pass the 99% we will provide you with pro-rated credits on your account.
However this being said, the team will do whatever they can to try increase your line speed but in reality it might never get to the full speed over this wireless to the home connection.
Should you have access to our Fibre to the home service you will get a much better experience with speeds and stability as Fibre is a much better medium for the transport of data.
My team will be in touch with you today to see what we can do to resolve the degraded speed.
Kind Regards,
Jarryd Chatz
Chief Executive Officer
BitCo's reply27 Feb 2019, 10:43
Official
Hi Mauricio,
While my team does their investigations, I would just like to advise you that the service you using is a best effort product (it was built to compete with DSL services).
We have never made any line speed guarantees on our Home Wireless product as it uses the 5Ghz open spectrum (ISM) band and any licensed operator can use this band.
We do however provide a 99% uptime guarantee, so the link will very rarely go completely down and if it does pass the 99% we will provide you with pro-rated credits on your account.
However this being said, the team will do whatever they can to try increase your line speed but in reality it might never get to the full speed over this wireless to the home connection.
Should you have access to our Fibre to the home service you will get a much better experience with speeds and stability as Fibre is a much better medium for the transport of data.
My team will be in touch with you today to see what we can do to resolve the degraded speed.
Kind Regards,
Jarryd Chatz
Chief Executive Officer
While my team does their investigations, I would just like to advise you that the service you using is a best effort product (it was built to compete with DSL services).
We have never made any line speed guarantees on our Home Wireless product as it uses the 5Ghz open spectrum (ISM) band and any licensed operator can use this band.
We do however provide a 99% uptime guarantee, so the link will very rarely go completely down and if it does pass the 99% we will provide you with pro-rated credits on your account.
However this being said, the team will do whatever they can to try increase your line speed but in reality it might never get to the full speed over this wireless to the home connection.
Should you have access to our Fibre to the home service you will get a much better experience with speeds and stability as Fibre is a much better medium for the transport of data.
My team will be in touch with you today to see what we can do to resolve the degraded speed.
Kind Regards,
Jarryd Chatz
Chief Executive Officer
MT
Mauricio T's updateReviewer Update
27 Feb 2019, 15:23Jarryd i fully understand that, but remember that you charge for a 10meg line but the customer must then understand he won't actually get 10meg? But your technicians reply (Johann) reads as follows and this is a direct quote "We can see that your connection is stable and working and that you're able to get your 10Mbps package speed on the connection as well."
So you say not to expect 10megs, but your colleague says i am getting 10megs, i'm telling you i get under 2megs.
So according to Bitco, if i have a 10meg line, what should my realistic expectation be. Are you saying that under 2megs is what i should be getting?
Also, when i took out this line at no point did anybody say to me it is a "best effort" line. What does that even mean? This is the first time i hear of a "best effort". Your effort to charge is just perfect, but to deliver not so much? Even your current communication does not mention "best effort" anywhere.
You are welcome to investigate the fibre situation at me place, i've heard it's worse than a Bitco line, it's either down or running at 10% speed which is exactly what i am experiencing now. But i'm happy for you to test.
But overall, i don't think under 2megs is acceptable for a 10meg line.
MT
Mauricio T's update27 Feb 2019, 15:23
Reviewer Update
Jarryd i fully understand that, but remember that you charge for a 10meg line but the customer must then understand he won't actually get 10meg? But your technicians reply (Johann) reads as follows and this is a direct quote "We can see that your connection is stable and working and that you're able to get your 10Mbps package speed on the connection as well."
So you say not to expect 10megs, but your colleague says i am getting 10megs, i'm telling you i get under 2megs.
So according to Bitco, if i have a 10meg line, what should my realistic expectation be. Are you saying that under 2megs is what i should be getting?
Also, when i took out this line at no point did anybody say to me it is a "best effort" line. What does that even mean? This is the first time i hear of a "best effort". Your effort to charge is just perfect, but to deliver not so much? Even your current communication does not mention "best effort" anywhere.
You are welcome to investigate the fibre situation at me place, i've heard it's worse than a Bitco line, it's either down or running at 10% speed which is exactly what i am experiencing now. But i'm happy for you to test.
But overall, i don't think under 2megs is acceptable for a 10meg line.
MT
Mauricio T's updateReviewer Update
27 Feb 2019, 15:23Jarryd i fully understand that, but remember that you charge for a 10meg line but the customer must then understand he won't actually get 10meg? But your technicians reply (Johann) reads as follows and this is a direct quote "We can see that your connection is stable and working and that you're able to get your 10Mbps package speed on the connection as well."
So you say not to expect 10megs, but your colleague says i am getting 10megs, i'm telling you i get under 2megs.
So according to Bitco, if i have a 10meg line, what should my realistic expectation be. Are you saying that under 2megs is what i should be getting?
Also, when i took out this line at no point did anybody say to me it is a "best effort" line. What does that even mean? This is the first time i hear of a "best effort". Your effort to charge is just perfect, but to deliver not so much? Even your current communication does not mention "best effort" anywhere.
You are welcome to investigate the fibre situation at me place, i've heard it's worse than a Bitco line, it's either down or running at 10% speed which is exactly what i am experiencing now. But i'm happy for you to test.
But overall, i don't think under 2megs is acceptable for a 10meg line.
MT
Mauricio T's update27 Feb 2019, 15:23
Reviewer Update
Jarryd i fully understand that, but remember that you charge for a 10meg line but the customer must then understand he won't actually get 10meg? But your technicians reply (Johann) reads as follows and this is a direct quote "We can see that your connection is stable and working and that you're able to get your 10Mbps package speed on the connection as well."
So you say not to expect 10megs, but your colleague says i am getting 10megs, i'm telling you i get under 2megs.
So according to Bitco, if i have a 10meg line, what should my realistic expectation be. Are you saying that under 2megs is what i should be getting?
Also, when i took out this line at no point did anybody say to me it is a "best effort" line. What does that even mean? This is the first time i hear of a "best effort". Your effort to charge is just perfect, but to deliver not so much? Even your current communication does not mention "best effort" anywhere.
You are welcome to investigate the fibre situation at me place, i've heard it's worse than a Bitco line, it's either down or running at 10% speed which is exactly what i am experiencing now. But i'm happy for you to test.
But overall, i don't think under 2megs is acceptable for a 10meg line.
BitCo's replyOfficial
27 Feb 2019, 16:04Hi Mauricio,
I understand your frustrations, we are doing what we can to get this resolved and increase your speeds.
With regards to the technician Johann's reply, I'll take that up with my support department.
My point earlier around "best effort" doesn't mean that you won't get 10Mbps it just means that we program a 10Mbps link but if the signal strength from your home to the dish we have on the tower degrades because of other ISP's in the area we cannot guarantee that you will have the full speed we have programmed.
We also stopped selling our wireless home service several years ago due to the quality of the lines dropping (as more ISP's started selling this service), we didn't want to continue to sell a service that clients where not happy with and at the time we also lowered our pricing to compensate for the degraded quality and offer clients to get out of their contracts with no penalties because we are very much a customer focused company.
I cannot guarantee that your link will get any better but what i can do is tell you that we are working on it to improve it and that i can offer you a price reduction of R200 a month for your current service.
If you do have Fibre in your area please have a look at our website to check coverage, if we can get you a fibre line it will make a huge difference.
Kind Regards,
Jarryd Chatz
Chief Executive Officer
I understand your frustrations, we are doing what we can to get this resolved and increase your speeds.
With regards to the technician Johann's reply, I'll take that up with my support department.
My point earlier around "best effort" doesn't mean that you won't get 10Mbps it just means that we program a 10Mbps link but if the signal strength from your home to the dish we have on the tower degrades because of other ISP's in the area we cannot guarantee that you will have the full speed we have programmed.
We also stopped selling our wireless home service several years ago due to the quality of the lines dropping (as more ISP's started selling this service), we didn't want to continue to sell a service that clients where not happy with and at the time we also lowered our pricing to compensate for the degraded quality and offer clients to get out of their contracts with no penalties because we are very much a customer focused company.
I cannot guarantee that your link will get any better but what i can do is tell you that we are working on it to improve it and that i can offer you a price reduction of R200 a month for your current service.
If you do have Fibre in your area please have a look at our website to check coverage, if we can get you a fibre line it will make a huge difference.
Kind Regards,
Jarryd Chatz
Chief Executive Officer
BitCo's reply27 Feb 2019, 16:04
Official
Hi Mauricio,
I understand your frustrations, we are doing what we can to get this resolved and increase your speeds.
With regards to the technician Johann's reply, I'll take that up with my support department.
My point earlier around "best effort" doesn't mean that you won't get 10Mbps it just means that we program a 10Mbps link but if the signal strength from your home to the dish we have on the tower degrades because of other ISP's in the area we cannot guarantee that you will have the full speed we have programmed.
We also stopped selling our wireless home service several years ago due to the quality of the lines dropping (as more ISP's started selling this service), we didn't want to continue to sell a service that clients where not happy with and at the time we also lowered our pricing to compensate for the degraded quality and offer clients to get out of their contracts with no penalties because we are very much a customer focused company.
I cannot guarantee that your link will get any better but what i can do is tell you that we are working on it to improve it and that i can offer you a price reduction of R200 a month for your current service.
If you do have Fibre in your area please have a look at our website to check coverage, if we can get you a fibre line it will make a huge difference.
Kind Regards,
Jarryd Chatz
Chief Executive Officer
I understand your frustrations, we are doing what we can to get this resolved and increase your speeds.
With regards to the technician Johann's reply, I'll take that up with my support department.
My point earlier around "best effort" doesn't mean that you won't get 10Mbps it just means that we program a 10Mbps link but if the signal strength from your home to the dish we have on the tower degrades because of other ISP's in the area we cannot guarantee that you will have the full speed we have programmed.
We also stopped selling our wireless home service several years ago due to the quality of the lines dropping (as more ISP's started selling this service), we didn't want to continue to sell a service that clients where not happy with and at the time we also lowered our pricing to compensate for the degraded quality and offer clients to get out of their contracts with no penalties because we are very much a customer focused company.
I cannot guarantee that your link will get any better but what i can do is tell you that we are working on it to improve it and that i can offer you a price reduction of R200 a month for your current service.
If you do have Fibre in your area please have a look at our website to check coverage, if we can get you a fibre line it will make a huge difference.
Kind Regards,
Jarryd Chatz
Chief Executive Officer
MT
Mauricio T's updateReviewer Update
27 Feb 2019, 16:10At this stage i'm not interested in a price reduction thanks. I just need a half decent speed.
MT
Mauricio T's update27 Feb 2019, 16:10
Reviewer Update
At this stage i'm not interested in a price reduction thanks. I just need a half decent speed.
MT
Mauricio T's updateReviewer Update
27 Feb 2019, 16:10At this stage i'm not interested in a price reduction thanks. I just need a half decent speed.
MT
Mauricio T's update27 Feb 2019, 16:10
Reviewer Update
At this stage i'm not interested in a price reduction thanks. I just need a half decent speed.
BitCo's replyOfficial
27 Feb 2019, 16:54Hi Mauricio,
We are working on it.
Kind Regards,
Jarryd Chatz
We are working on it.
Kind Regards,
Jarryd Chatz
BitCo's reply27 Feb 2019, 16:54
Official
Hi Mauricio,
We are working on it.
Kind Regards,
Jarryd Chatz
We are working on it.
Kind Regards,
Jarryd Chatz