[kictanet] An Open Letter to Zuku (Help me please!!!)

Wed Mar 16 18:00:27 EAT 2011

Hi Michael,

Thanks. I will give this tool a try. The way I have been testing is the same
way I have seen the Zuku support guys testing. I have also used the tools
here: http://www.measurementlab.net/

On Wed, Mar 16, 2011 at 5:46 PM, Michael Bullut <michael.bullut at gmail.com>wrote:

> Greetings Brian,
>
> It is unfortunate you are not getting the service you signed up for but the
> manner in which you are testing your bandwidth is a bit off. A more accurate
> tool for testing bandwidth (especially last-mile capacity) is *Iperf.*<http://en.wikipedia.org/wiki/Iperf>In a nutshell, it tests the highest potential traffic an allocated service
> provider circuit can handle as well as traffic between two network nodes.
> The advantage it has over SpeedTest.Net is that it does not need to rely on
> Internet connectivity (Layer Three). I suggest the Zuku Help Desk download
> this tool and test the bandwidth allocated to you. Let me know how it goes!
> [?]
>
> Warm regards,
>
> Michael Bullut.
>
> ---
>
> *Cell:* *+254 723 393 114.*
> *Google Talk: michael.bullut
> **Twitter:** @Kipsang <http://twitter.com/Kipsang/>
> *
> *Blog: http://kipsang.wordpress.com/*
> *Email:* *michael.bullut at gmail.com*
> *
> *
> *---*
>
>
>
> On 15 March 2011 01:43, Brian Ngure <brian at pixie.co.ke> wrote:
>
>>  Hi,
>>
>> I would like to bring to attention the extremely poor service provided by
>> Zuku. The quality of service has steadily declined. Emails to customer
>> support are now totally ignored.
>>
>> When I subscribed to the "Turbo 8" bundle from Zuku, I was informed that
>> the speed would be maintained at a minimum of 70% to 80% (approximately
>> 5Mbps - 6Mbps). However, the down speed on my 8Mbps Turbo 8 fibre link is
>> now *0.33Mbps*. (This represents *3.75%* of the speed that I am signed up
>> for and is advertised by Zuku.)
>>
>> Is there a body that performs routine checks on quality of service? e.g.
>> CCK? And if so, is there a specified procedure that one should follow? Also,
>> if a complaint is filed, is it acted upon? Has anyone on this list filed a
>> complaint and a solution has been found?
>>
>> I am at my wits end. I don't know what else to do.
>>
>> Below is a summary of some of the communication I have had with Zuku
>> support since mid January.
>>
>> ---------------------- * My Turbo 8 connection is has been experiencing
>> slow speeds since Monday 24th January.
>>
>> I also lost the TV signal from 23rd January until 7th February.
>>
>> In one of the screenshots, you can see that packet loss on the first two
>> hops is greater than 70%.
>>
>> A work order number was raised: 298106.
>>
>> In calls to support, I have been told:
>>
>> 1. That the problem is a node near my house in Lavington.
>>
>> 2. That the modem firmware is faulty.
>>
>> 3. That the modem is fine!
>>
>> 4. That the 8Mbps package is a shared bandwith, BUT SPEEDS OF 0.3Mbps to a
>> maximum of 1.2Mbps on an 8 Mbps link?
>>
>> 5. That support teams would come on specifed days at specified times (They
>> never bothered to show up or call!)
>>
>> 6. That there is an issue with the main line and the issue has been
>> escalated to our maintenance team who are working to resolve the matter.
>>
>> 7. That the support technician who finally came to my house lied and said
>> everything is ok even though my TV signal (which finally came back on its
>> own) still was jerky and the internet speed was 1.2 Mbps Down and 0.8 Mbps
>> Up. My maximum download was 80 - 100kbps download and an average of
>> 40-60kbps. This is supposed to be an 8Mbps link.
>>
>> 8. That the wifi modem would have to be changed to one that does not have
>> wireless and that this will resolve the current issue.
>>
>> 9. To purchase a router as the one that will be installed does not support
>> wireless. (NOTE: The 8 Mbps package clearly states that wireless is part
>> of the package so why should I have to buy one?)
>>
>> 10. That I will indeed be given a new Cable modem + wifi since I am still
>> on Turbo 8. (February 16th)
>>
>> 11. That another technician will come over to check the internet and TV
>> signal issue.
>>
>> 12. That the HD receiver and phone will be issued soon as they are in
>> stock. (They have not been provided to date.)
>>
>> 13. That it was a mis-communication on the previous mail and that you need
>> to change the modem but to one without the Wifi and that I should tell you
>> if I have purchased the router for the wifi! (Again, the Turbo 8 package is
>> advertised as coming with wifi) (February 17th)
>>
>> 14. That you are working on a resolution for this matter and shall get
>> back to me shortly. (February 18th)
>>
>> I have noticed that packet loss on the link is very high (sometimes
>> between 60% to 80%). I have sent emails with this information which has been
>> totally ignored.
>>
>> I have also been told:
>>
>> 1. That the receiver supplied is an SD Receiver which will be upgraded to
>> the HD Receiver.
>> 2. No phone set was supplied but will be brought as they out of stock
>> (apparently since November last year).
>> 3. That they have just received the HD decoders and telephone which will
>> be installed soon (I was told this on the 27th of January) once they have
>> been integrated into our system.
>>
>> * It's March 15th and guess what, I'm still waiting for a solution to
>> these problems. We (Kenya) plan to be the ICT hub for East and Southern
>> Africa, with all the plans in place for the ICT city (Malili). If this is a
>> sample of things to come in regards to customer service and quality of
>> service.... well I suppose you can guess what our potential audience will
>> think of us (Kenya).
>>
>>
>> Brian Ngure
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>>
>
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-- 
Regards

Brian Ngure
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