MB
Mynderd B
1 reviews | Active since Nov 2011
05 Nov 2019, 21:08
Shocking customer service (support)
We have been struggling with our voice connection for almost two weeks now. The call breaks up and neither you or the client can hear each other, which makes it very frustrating. At the beginning it was also affecting our data connection (10Mbps). Logged the fault via telephone on Friday, 25/10/2019, they could find high latency on our connection and support ticket with reference number BIT45802 was created. A technician was scheduled to inspect on site on Monday, 28/10/2019. The technician found that it could be the trees in the area and fitted a bigger "dish". The data connection and voice was fine for one day and the voice started giving problems again. I logged a call to Bitco support on Wednesday, 30/10/2019 and the lady could hardly hear me and asked for me to rather send an email, which I did right after cancelling the call. My email contained that we are again experencing a problem with our voice only (data connection not giving problems) and I was issued with reference number BIT47629. I received the following response an hour later from Ntsako Masasani: "Please note we have tested the service and we still observing issues on the link which affects the voice, we currently observing high latency. We have asked our Connectivity guys to check." Received no furter communication by Friday, 1/11/2019 and forwarded the above email and asked for feedback. Up until today, 5/11/2019 I have yet to receive any response and the voice is still as bad as initially reported. Tried phoning this evening and quit the call after holding the line for way too long, waiting for an operator to assist me on something that was already reported. After signing a 3 year contract, this is quite worrisome...
Helpful (0)
Replies (16)0
Replies (16)
BitCo's replyOfficial
05 Nov 2019, 21:46Good day Mynderd
Thank you for bringing this to our attention.
Please allow us to take this up with the relevant department and we will provide feedback as soon as we can with the way forward.
Kind regards,
Thank you for bringing this to our attention.
Please allow us to take this up with the relevant department and we will provide feedback as soon as we can with the way forward.
Kind regards,
Best regards,
BitCo's reply05 Nov 2019, 21:46
Official
Good day Mynderd
Thank you for bringing this to our attention.
Please allow us to take this up with the relevant department and we will provide feedback as soon as we can with the way forward.
Kind regards,
Thank you for bringing this to our attention.
Please allow us to take this up with the relevant department and we will provide feedback as soon as we can with the way forward.
Kind regards,
Best regards,
BitCo's replyOfficial
07 Nov 2019, 08:04Good day Mynderd
After some investigation i found that that the team did change the radio to allow for better traffic on the connection. The team has also made additional adjustments to the connection and have cleared interference found on the connection.
I have monitored the connection and it is running a lot more stable.
An engineers will be in contact today to confirm that everything is in order.
Kind regards,
Morne Minnaar
Customer Service Manager
After some investigation i found that that the team did change the radio to allow for better traffic on the connection. The team has also made additional adjustments to the connection and have cleared interference found on the connection.
I have monitored the connection and it is running a lot more stable.
An engineers will be in contact today to confirm that everything is in order.
Kind regards,
Morne Minnaar
Customer Service Manager
Best regards,
BitCo's reply07 Nov 2019, 08:04
Official
Good day Mynderd
After some investigation i found that that the team did change the radio to allow for better traffic on the connection. The team has also made additional adjustments to the connection and have cleared interference found on the connection.
I have monitored the connection and it is running a lot more stable.
An engineers will be in contact today to confirm that everything is in order.
Kind regards,
Morne Minnaar
Customer Service Manager
After some investigation i found that that the team did change the radio to allow for better traffic on the connection. The team has also made additional adjustments to the connection and have cleared interference found on the connection.
I have monitored the connection and it is running a lot more stable.
An engineers will be in contact today to confirm that everything is in order.
Kind regards,
Morne Minnaar
Customer Service Manager
Best regards,
MB
Mynderd B's updateReviewer Update
12 Nov 2019, 14:02Good day Morne
Thank you, they contacted me last week and we decided to keep an eye on the results after some frequency changes were made.
It was fine for 3 days, and today the voice is yet again giving the same problems as previously reported.
We need a solution ASAP as this is starting to affect our business.
Thank you, they contacted me last week and we decided to keep an eye on the results after some frequency changes were made.
It was fine for 3 days, and today the voice is yet again giving the same problems as previously reported.
We need a solution ASAP as this is starting to affect our business.
MB
Mynderd B's update12 Nov 2019, 14:02
Reviewer Update
Good day Morne
Thank you, they contacted me last week and we decided to keep an eye on the results after some frequency changes were made.
It was fine for 3 days, and today the voice is yet again giving the same problems as previously reported.
We need a solution ASAP as this is starting to affect our business.
Thank you, they contacted me last week and we decided to keep an eye on the results after some frequency changes were made.
It was fine for 3 days, and today the voice is yet again giving the same problems as previously reported.
We need a solution ASAP as this is starting to affect our business.
BitCo's replyOfficial
12 Nov 2019, 14:49Good day Mynderd
Thank you for the feedback.
There is no indication on the connection to show that anything will affect voice quality, however I am arranging for technician to attend site and the team will be in touch with to let you know as soon as someone can attend.
Kind regards,
Morne Minnaar
Customer Service Manager
Thank you for the feedback.
There is no indication on the connection to show that anything will affect voice quality, however I am arranging for technician to attend site and the team will be in touch with to let you know as soon as someone can attend.
Kind regards,
Morne Minnaar
Customer Service Manager
Best regards,
BitCo's reply12 Nov 2019, 14:49
Official
Good day Mynderd
Thank you for the feedback.
There is no indication on the connection to show that anything will affect voice quality, however I am arranging for technician to attend site and the team will be in touch with to let you know as soon as someone can attend.
Kind regards,
Morne Minnaar
Customer Service Manager
Thank you for the feedback.
There is no indication on the connection to show that anything will affect voice quality, however I am arranging for technician to attend site and the team will be in touch with to let you know as soon as someone can attend.
Kind regards,
Morne Minnaar
Customer Service Manager
Best regards,
MB
Mynderd B's updateReviewer Update
13 Nov 2019, 13:05Good day Morne
Your reply is in stong contrast with the emails I am receiving, as they are identifying "high latency", which according to them can cause the issue, together with weather conditions.
Why did we not experience these problems since starting with Bitco in May/June 2019?
Furthermore there is no indication that a technician has been arranged to attend site, as I am currently being fobbed off with an email to "reboot the rooter to see if it solves the problem" and to notify if we require further assistance?
Your reply is in stong contrast with the emails I am receiving, as they are identifying "high latency", which according to them can cause the issue, together with weather conditions.
Why did we not experience these problems since starting with Bitco in May/June 2019?
Furthermore there is no indication that a technician has been arranged to attend site, as I am currently being fobbed off with an email to "reboot the rooter to see if it solves the problem" and to notify if we require further assistance?
MB
Mynderd B's update13 Nov 2019, 13:05
Reviewer Update
Good day Morne
Your reply is in stong contrast with the emails I am receiving, as they are identifying "high latency", which according to them can cause the issue, together with weather conditions.
Why did we not experience these problems since starting with Bitco in May/June 2019?
Furthermore there is no indication that a technician has been arranged to attend site, as I am currently being fobbed off with an email to "reboot the rooter to see if it solves the problem" and to notify if we require further assistance?
Your reply is in stong contrast with the emails I am receiving, as they are identifying "high latency", which according to them can cause the issue, together with weather conditions.
Why did we not experience these problems since starting with Bitco in May/June 2019?
Furthermore there is no indication that a technician has been arranged to attend site, as I am currently being fobbed off with an email to "reboot the rooter to see if it solves the problem" and to notify if we require further assistance?
BitCo's replyOfficial
14 Nov 2019, 12:09Good day Mynderd
My apologies for the delay in responding.
At the time of my response there was no packet loss on the connection, but I understand that the team did pick up latency later on
Our technician attended site this morning and found some irregularities. He will send me the report and we will take this up with the relevant department. A soon as we have finished the discussion on the way forward we will provide feedback.
Kind regards,
Morne Minnaar
Customer Service Manager
My apologies for the delay in responding.
At the time of my response there was no packet loss on the connection, but I understand that the team did pick up latency later on
Our technician attended site this morning and found some irregularities. He will send me the report and we will take this up with the relevant department. A soon as we have finished the discussion on the way forward we will provide feedback.
Kind regards,
Morne Minnaar
Customer Service Manager
Best regards,
BitCo's reply14 Nov 2019, 12:09
Official
Good day Mynderd
My apologies for the delay in responding.
At the time of my response there was no packet loss on the connection, but I understand that the team did pick up latency later on
Our technician attended site this morning and found some irregularities. He will send me the report and we will take this up with the relevant department. A soon as we have finished the discussion on the way forward we will provide feedback.
Kind regards,
Morne Minnaar
Customer Service Manager
My apologies for the delay in responding.
At the time of my response there was no packet loss on the connection, but I understand that the team did pick up latency later on
Our technician attended site this morning and found some irregularities. He will send me the report and we will take this up with the relevant department. A soon as we have finished the discussion on the way forward we will provide feedback.
Kind regards,
Morne Minnaar
Customer Service Manager
Best regards,
BitCo's replyOfficial
15 Nov 2019, 16:17Good day Mynderd
our engineers have been running some tests during the day and we need to make some changes to the sector you are connecting to. These changes will only be made after hours as it may affect multiple clients.
After the changes have been made tonight the engineers will do further tests and we will be in contact again on Monday.
Kind regards,
Morne Minnaar
Customer Service Manager
our engineers have been running some tests during the day and we need to make some changes to the sector you are connecting to. These changes will only be made after hours as it may affect multiple clients.
After the changes have been made tonight the engineers will do further tests and we will be in contact again on Monday.
Kind regards,
Morne Minnaar
Customer Service Manager
Best regards,
BitCo's reply15 Nov 2019, 16:17
Official
Good day Mynderd
our engineers have been running some tests during the day and we need to make some changes to the sector you are connecting to. These changes will only be made after hours as it may affect multiple clients.
After the changes have been made tonight the engineers will do further tests and we will be in contact again on Monday.
Kind regards,
Morne Minnaar
Customer Service Manager
our engineers have been running some tests during the day and we need to make some changes to the sector you are connecting to. These changes will only be made after hours as it may affect multiple clients.
After the changes have been made tonight the engineers will do further tests and we will be in contact again on Monday.
Kind regards,
Morne Minnaar
Customer Service Manager
Best regards,
MB
Mynderd B's updateReviewer Update
18 Nov 2019, 10:52Good day Morne
I have received multiple emails and phone calls today about the ticket being closed. The technician that visited our premises on Friday, 15/11/2019 mentioned something about a port that needed to be replaced (hardware on site). Is this still required as I am now confused as to what the way forward is?
I also received this email that was sent on Saturday, 16/11/2019:
Please note that the LTE network is not a BitCo managed network, this network is managed by all the mobile operators.If the LTE connection is experiencing high latency, it will affect the call quality.We believe this ticket is closed.Norman Tshokotshela
This to me is a poor excuse to our problem.
Please provide clarity on the problem and the way forward.
I have received multiple emails and phone calls today about the ticket being closed. The technician that visited our premises on Friday, 15/11/2019 mentioned something about a port that needed to be replaced (hardware on site). Is this still required as I am now confused as to what the way forward is?
I also received this email that was sent on Saturday, 16/11/2019:
Please note that the LTE network is not a BitCo managed network, this network is managed by all the mobile operators.If the LTE connection is experiencing high latency, it will affect the call quality.We believe this ticket is closed.Norman Tshokotshela
This to me is a poor excuse to our problem.
Please provide clarity on the problem and the way forward.
MB
Mynderd B's update18 Nov 2019, 10:52
Reviewer Update
Good day Morne
I have received multiple emails and phone calls today about the ticket being closed. The technician that visited our premises on Friday, 15/11/2019 mentioned something about a port that needed to be replaced (hardware on site). Is this still required as I am now confused as to what the way forward is?
I also received this email that was sent on Saturday, 16/11/2019:
Please note that the LTE network is not a BitCo managed network, this network is managed by all the mobile operators.If the LTE connection is experiencing high latency, it will affect the call quality.We believe this ticket is closed.Norman Tshokotshela
This to me is a poor excuse to our problem.
Please provide clarity on the problem and the way forward.
I have received multiple emails and phone calls today about the ticket being closed. The technician that visited our premises on Friday, 15/11/2019 mentioned something about a port that needed to be replaced (hardware on site). Is this still required as I am now confused as to what the way forward is?
I also received this email that was sent on Saturday, 16/11/2019:
Please note that the LTE network is not a BitCo managed network, this network is managed by all the mobile operators.If the LTE connection is experiencing high latency, it will affect the call quality.We believe this ticket is closed.Norman Tshokotshela
This to me is a poor excuse to our problem.
Please provide clarity on the problem and the way forward.
BitCo's replyOfficial
18 Nov 2019, 12:11Good day Mynderd
Thank you for taking my call.
I do apologise for the incorrect update on your ticket. As discussed the changes made on Friday has improved the signal, however I will phone you again tomorrow morning to confirm that all is in order.
Kind regards,
Morne Minnaar
Customer Service Manage
Thank you for taking my call.
I do apologise for the incorrect update on your ticket. As discussed the changes made on Friday has improved the signal, however I will phone you again tomorrow morning to confirm that all is in order.
Kind regards,
Morne Minnaar
Customer Service Manage
Best regards,
BitCo's reply18 Nov 2019, 12:11
Official
Good day Mynderd
Thank you for taking my call.
I do apologise for the incorrect update on your ticket. As discussed the changes made on Friday has improved the signal, however I will phone you again tomorrow morning to confirm that all is in order.
Kind regards,
Morne Minnaar
Customer Service Manage
Thank you for taking my call.
I do apologise for the incorrect update on your ticket. As discussed the changes made on Friday has improved the signal, however I will phone you again tomorrow morning to confirm that all is in order.
Kind regards,
Morne Minnaar
Customer Service Manage
Best regards,
MB
Mynderd B's updateReviewer Update
19 Nov 2019, 12:39Good day Morne
I have thus far not received a call from you, but I can report that we are still experiencing the same problem with the voice. Currently our internet connection is also down. There seems to be a lot of internet interruptions lately from Bitco?
I have thus far not received a call from you, but I can report that we are still experiencing the same problem with the voice. Currently our internet connection is also down. There seems to be a lot of internet interruptions lately from Bitco?
MB
Mynderd B's update19 Nov 2019, 12:39
Reviewer Update
Good day Morne
I have thus far not received a call from you, but I can report that we are still experiencing the same problem with the voice. Currently our internet connection is also down. There seems to be a lot of internet interruptions lately from Bitco?
I have thus far not received a call from you, but I can report that we are still experiencing the same problem with the voice. Currently our internet connection is also down. There seems to be a lot of internet interruptions lately from Bitco?
BitCo's replyOfficial
19 Nov 2019, 15:21Good day Mynderd
Thank you for taking my call.
As discussed, we had and outage on our end today and that would have affected the call and internet.
As discussed I will make contact with you again on Thursday to follow up regarding the calls.
Kind regards,
Morne Minnaar
Customer Service Manager
Thank you for taking my call.
As discussed, we had and outage on our end today and that would have affected the call and internet.
As discussed I will make contact with you again on Thursday to follow up regarding the calls.
Kind regards,
Morne Minnaar
Customer Service Manager
Best regards,
BitCo's reply19 Nov 2019, 15:21
Official
Good day Mynderd
Thank you for taking my call.
As discussed, we had and outage on our end today and that would have affected the call and internet.
As discussed I will make contact with you again on Thursday to follow up regarding the calls.
Kind regards,
Morne Minnaar
Customer Service Manager
Thank you for taking my call.
As discussed, we had and outage on our end today and that would have affected the call and internet.
As discussed I will make contact with you again on Thursday to follow up regarding the calls.
Kind regards,
Morne Minnaar
Customer Service Manager
Best regards,
MB
Mynderd B's updateReviewer Update
21 Nov 2019, 09:26Good day Morne
We have yet to have our conversation this morning about the voice problem, but our internet is off AGAIN.
It's a nightmare making contact with your support team via telephone, no one taking calls.
As mentioned before, it is becoming noticeable how much Bitco's internet connection is down. So far, we have been off for periods of time every day this week (not to mention the odd times in the weeks before), which is not the 99% uptime guarantee advertised by Bitco.
Please can you shed some light on this for me as we are experiencing the same level of service as with our previous internet provider, which is the reason we moved over to Bitco?
We have yet to have our conversation this morning about the voice problem, but our internet is off AGAIN.
It's a nightmare making contact with your support team via telephone, no one taking calls.
As mentioned before, it is becoming noticeable how much Bitco's internet connection is down. So far, we have been off for periods of time every day this week (not to mention the odd times in the weeks before), which is not the 99% uptime guarantee advertised by Bitco.
Please can you shed some light on this for me as we are experiencing the same level of service as with our previous internet provider, which is the reason we moved over to Bitco?
MB
Mynderd B's update21 Nov 2019, 09:26
Reviewer Update
Good day Morne
We have yet to have our conversation this morning about the voice problem, but our internet is off AGAIN.
It's a nightmare making contact with your support team via telephone, no one taking calls.
As mentioned before, it is becoming noticeable how much Bitco's internet connection is down. So far, we have been off for periods of time every day this week (not to mention the odd times in the weeks before), which is not the 99% uptime guarantee advertised by Bitco.
Please can you shed some light on this for me as we are experiencing the same level of service as with our previous internet provider, which is the reason we moved over to Bitco?
We have yet to have our conversation this morning about the voice problem, but our internet is off AGAIN.
It's a nightmare making contact with your support team via telephone, no one taking calls.
As mentioned before, it is becoming noticeable how much Bitco's internet connection is down. So far, we have been off for periods of time every day this week (not to mention the odd times in the weeks before), which is not the 99% uptime guarantee advertised by Bitco.
Please can you shed some light on this for me as we are experiencing the same level of service as with our previous internet provider, which is the reason we moved over to Bitco?
BitCo's replyOfficial
21 Nov 2019, 09:56Good day Mynderd,
As per your discussion with Morne, he has updated you on your request, and will provide feedback throughout the day.
I do apologize for any inconvenience caused.
Alicia Boonzaaier
Customer Service Consultant
As per your discussion with Morne, he has updated you on your request, and will provide feedback throughout the day.
I do apologize for any inconvenience caused.
Alicia Boonzaaier
Customer Service Consultant
Best regards,
BitCo's reply21 Nov 2019, 09:56
Official
Good day Mynderd,
As per your discussion with Morne, he has updated you on your request, and will provide feedback throughout the day.
I do apologize for any inconvenience caused.
Alicia Boonzaaier
Customer Service Consultant
As per your discussion with Morne, he has updated you on your request, and will provide feedback throughout the day.
I do apologize for any inconvenience caused.
Alicia Boonzaaier
Customer Service Consultant
Best regards,
BitCo's replyOfficial
25 Nov 2019, 12:59Good day Mynderd
Thank you for taking my call this morning, as discussed there has been improvement on the voice call quality.
We will keep this call open for monitoring as discussed.
All updates and feedback will be going through our BIT number provided.
Kind Regards
Alicia Boonzaaier
Customer Service Consultant
Thank you for taking my call this morning, as discussed there has been improvement on the voice call quality.
We will keep this call open for monitoring as discussed.
All updates and feedback will be going through our BIT number provided.
Kind Regards
Alicia Boonzaaier
Customer Service Consultant
Best regards,
BitCo's reply25 Nov 2019, 12:59
Official
Good day Mynderd
Thank you for taking my call this morning, as discussed there has been improvement on the voice call quality.
We will keep this call open for monitoring as discussed.
All updates and feedback will be going through our BIT number provided.
Kind Regards
Alicia Boonzaaier
Customer Service Consultant
Thank you for taking my call this morning, as discussed there has been improvement on the voice call quality.
We will keep this call open for monitoring as discussed.
All updates and feedback will be going through our BIT number provided.
Kind Regards
Alicia Boonzaaier
Customer Service Consultant
Best regards,
MB
Mynderd B's updateReviewer Update
29 Nov 2019, 10:12Good day Morne / Alicia
I can't get hold of you via telephone but would like to confirm that our voice quality has been what it is supposed to be, for the last week.
Thank you for your assistance.
I can't get hold of you via telephone but would like to confirm that our voice quality has been what it is supposed to be, for the last week.
Thank you for your assistance.
MB
Mynderd B's update29 Nov 2019, 10:12
Reviewer Update
Good day Morne / Alicia
I can't get hold of you via telephone but would like to confirm that our voice quality has been what it is supposed to be, for the last week.
Thank you for your assistance.
I can't get hold of you via telephone but would like to confirm that our voice quality has been what it is supposed to be, for the last week.
Thank you for your assistance.
BitCo's replyOfficial
29 Nov 2019, 10:21Good day Mynderd
Apologies for the delay, Vanee has been in contact with you.
Thank you for your feedback,
Kind Regards
Alicia Boonzaaier
Customer Service Consultant
Apologies for the delay, Vanee has been in contact with you.
Thank you for your feedback,
Kind Regards
Alicia Boonzaaier
Customer Service Consultant
Best regards,
BitCo's reply29 Nov 2019, 10:21
Official
Good day Mynderd
Apologies for the delay, Vanee has been in contact with you.
Thank you for your feedback,
Kind Regards
Alicia Boonzaaier
Customer Service Consultant
Apologies for the delay, Vanee has been in contact with you.
Thank you for your feedback,
Kind Regards
Alicia Boonzaaier
Customer Service Consultant
Best regards,