Slingshot 'advanced' team response time

Forums › 2degrees (including Slingshot, Orcon, Flip, Stuff Fibre, MyRepublic, 2talk and Vocus) › Slingshot 'advanced' team response time

cokemaster

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#18983 31-Jan-2008 18:55

Does any one know of Slingshots senior teams response team?

Our household (not mine) has had a case logged with them 3+ times but they have not contacted us, and general slingshot support staff refuse to conference us to them. They also refused to get a team leader on the line.

We've had a complaint with them for 21 days and counting. Really if it was me I would have cut the tubes a long time ago but the users of the internets are attracted to the low price but are less than happy with the non existant support provided.

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#107822 31-Jan-2008 19:11

cokemaster: They also refused to get a team leader on the line.

What? Isn't that against our rights under something? I heard that you must be able to get some form of higher management when you are unable to resolve something within the normal helpdesk and management.

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#107826 31-Jan-2008 19:31

I guess you didn't explain who you are, and that your not some random 3rd party demanding to speak to the manager on duty.

You have left the issue undeclared, could that be it's trivial? Why has not the customer followed up on his own problem?
Maybe the issue is resolved and that Slingshot don't know it's still an issue. How many times have they called the helpdesk?

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#107827 31-Jan-2008 19:34

Where did you hear that?

Coke, I assume you mean 2nd level support? "senior teams response team" just sounds odd :P

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#107829 31-Jan-2008 19:37

Dude, I have called them multiple times regarding the various issues. I have quoted phone numbers, case number and gone over the details.

I get inconsistant responses and on the occasion when I was having issues where when capped certain traffic was blocked - I was told to buy additional data blocks. It was at that point I decided to ask for a manager but had my request declined.

6 times recently given Slingshots sometimes appauling hold time (30 minutes on a cellphone) is more than enough, couplied with 21+ days for an email!

Fraktul - thats what they used in their email - who knows what that refers to.

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hellonearthisman

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#107831 31-Jan-2008 19:46

Slingshot don't block or throttle content. Saying they do would throttle, get you upgraded to the helpdesk for the irrational ranting users.

Try calling outside of peek times.

Could the problem be with the users computer? I had bad speeds lastnight, problem was my windows setting, but it so looked like a Slingshot problem.

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#107832 31-Jan-2008 19:47

hellonearthisman: Slingshot don't block or throttle content. Saying they do would throttle, get you upgraded to the helpdesk for the irrational ranting users.

Try calling outside of peek times.

Umm, yes they did.

I was having issues where I exceeded my USAGE and was throttled. Certain websites, IRC and MSN would not work.

In the end they gave us a 3GB data block and all returned to normal. It worked fine on Xtra BB, dial up and mobile bb

This is only one of the issues.

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hellonearthisman

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#107834 31-Jan-2008 19:51

Because you can't get there doesn't mean it's blocked.

Its a network issue.

I recall someone has a similar problem, it got fixed, but was reported as a problem in the exchange and it took telecom 18days to get someone for fix that.

I had a faulty switch here in Feilding and they change the switch and it was sweet, tech was a bit of a worry as he said he would just swap it for another, still using the old one in a new location, something todo with in case it's not stuffed.

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cokemaster

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#107835 31-Jan-2008 19:54

Which is why I said "capped certain traffic was blocked". From a customer point of view it certainly appeared to be when the others could use my xtra broadband connection without any issues!

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Fraktul

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#107836 31-Jan-2008 19:55

hellonearthisman: Because you can't get there doesn't mean it's blocked.

Its a network issue.

In the end they gave us a 3GB data block and all returned to normal.

hellonearthisman

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#107839 31-Jan-2008 20:06

Slingshot don't block traffic, weather your cap is finished or not.

It could be a dodgy switch at the exchange, like I once had.

Fraktul:
hellonearthisman: Because you can't get there doesn't mean it's blocked.

Its a network issue.

In the end they gave us a 3GB data block and all returned to normal.

Did they fix the problem before you used all that up or did it die again?

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#107841 31-Jan-2008 20:12

hellonearthisman: Slingshot don't block traffic, weather your cap is finished or not.

It could be a dodgy switch at the exchange, like I once had.

Fraktul:
hellonearthisman: Because you can't get there doesn't mean it's blocked.

Its a network issue.

In the end they gave us a 3GB data block and all returned to normal.

Did they fix the problem before you used all that up or did it die again?

We have had it occur one instance afterwards. We haven't gone over since because of the pain in the ass.

An exchange switch would be affecting more than just certain protocols or sites and would be affecting multiple ISPS! They tried that on us too.

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hellonearthisman

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#107843 31-Jan-2008 20:18

I hope you find an answer that suits you.

Goodluck.

cokemaster

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#107844 31-Jan-2008 20:27

Why should I be finding the answer?

Our household pays Slingshot for support. Blaming exchanges for what is an ISP issue is not acceptable.

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#107857 31-Jan-2008 21:11

http://forums.slingshot.co.nz/viewtopic.php?p=8381#8381

hellonearthisthisman is dead on the money ... This was actually explained to cokemaster some time back and I personally dealt with this issue to help investigate and resolve it.

So according to 'Ops' an representative of slingshot, hellonearthisthisman is correct in saying:
* It was an exchange issue (which wouldn't have affected the connection once a data block was applied, and would have most likely affected other connections running off the same gear)
* Slingshot did not block traffic (while clearly in this instance it has)
* That slingshot 'solved' the issue. Thats news to me as it certainly wasn't communicated and the only reason why we haven't replicated the situation is because we haven't gone over our cap! The tier 2 did not return calls - cases raised to them.

Something doesn't add up here.

Since then, we've been losing authetication and the modem does not appear to come online. Sometimes it is resolved by restarting the modem, other times we have to call Slingshot. They sometimes raise a case with Wholesale but it is getting most frustrating.

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hellonearthisman

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#107866 31-Jan-2008 21:47

cokemaster:
So according to 'Ops' an representative of slingshot, hellonearthisthisman is correct in saying:
* It was an exchange issue (which wouldn't have affected the connection once a data block was applied, and would have most likely affected other connections running off the same gear)
* Slingshot did not block traffic (while clearly in this instance it has)
* That slingshot 'solved' the issue. Thats news to me as it certainly wasn't communicated and the only reason why we haven't replicated the situation is because we haven't gone over our cap! The tier 2 did not return calls - cases raised to them.

#1
umm I lost a post some place, it was just mumblings, my guess is as good as the next persons, exchange, users computer, some ware in the network that makes up the web.
#2
Just because you can get apart of the internet working, doesn't mean that it's been actively blocked, it's just not working.
#3
So it could be fixed, but you haven't tested again. I guess they figure that it wasn't fixed, you would call again.

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