From paul@skymesh.net.au Wed Jul 7 14:15:42 2010 Return-Path: X-Spam-Checker-Version: SpamAssassin 3.2.5 (2008-06-10) on dereel.lemis.com X-Spam-Level: * X-Spam-Status: No, score=1.0 required=3.0 tests=BAYES_50 autolearn=ham version=3.2.5 X-Original-To: grog@dereel.lemis.com Delivered-To: grog@dereel.lemis.com Received: from dereel.lemis.com (dereel.lemis.com [192.109.197.135]) by dereel.lemis.com (Postfix) with ESMTP id 4F95AA10A0 for ; Wed, 7 Jul 2010 14:15:33 +1000 (EST) X-Original-To: grog@lemis.com Delivered-To: grog@lemis.com Received: from mail.lemis.com [208.86.224.149] by dereel.lemis.com with POP3 (fetchmail-6.3.9) for (single-drop); Wed, 07 Jul 2010 14:15:33 +1000 (EST) Received: from main.skymesh.net.au (main.skymesh.net.au [203.18.0.3]) by w3.lemis.com (Postfix) with ESMTP id 6EDB23BAA5 for ; Wed, 7 Jul 2010 04:11:04 +0000 (UTC) Received: from PaulReesMBP (unknown [123.100.135.18]) by main.skymesh.net.au (Postfix) with ESMTP id 3D72546412C; Wed, 7 Jul 2010 14:11:02 +1000 (EST) From: "Paul Rees \(SkyMesh\)" To: "'Greg 'groggy' Lehey'" References: <20100707031743.GC71581@dereel.lemis.com> In-Reply-To: <20100707031743.GC71581@dereel.lemis.com> Subject: RE: Completely inadequate support--request 216379 Date: Wed, 7 Jul 2010 14:11:01 +1000 Message-ID: <021501cb1d8a$692780c0$3b768240$@skymesh.net.au> MIME-Version: 1.0 Content-Type: multipart/alternative; boundary="----=_NextPart_000_0216_01CB1DDE.3AD5DAB0" X-Mailer: Microsoft Outlook 14.0 Thread-Index: AQB2KeoFLfPoL/ZKIzGn8uoM5RgZGALs6lKV Content-Language: en-au X-UIDL: X02"!74C"!LLO"!Ep5!! Status: RO X-Status: A Content-Length: 23741 Lines: 603 This is a multipart message in MIME format. ------=_NextPart_000_0216_01CB1DDE.3AD5DAB0 Content-Type: text/plain; charset="us-ascii" Content-Transfer-Encoding: 7bit Hi Greg, Thanks for your email. The last time I checked on your situation I believe the situation was:- . IPSTAR believes the cause of your occasional dropouts is that your modem is note performing to specifications . We have had IPSTAR put you on a Special Class of Service (Special COS for dropouts 1M/512) and that hasn't helped much . You are still getting dropouts - see below - but they aren't severe - sometimes you have had a session lasting 144.1 hours . If you have dropouts on SCOS, it's 99.9% chance that the problem is with your hardware . Your warranty has expired . You don't want to pay for a service call . You don't want to pay for an exchange modem unless you are sure that it will solve the dropouts . We're not prepared to pay Skybridge to send you a modem because we have no way to get it back from you if you decide to keep it We were therefore at a stalemate and I was sure we had told you that. You can buy IPSTAR modems second hand on eBay and other places, you don't need to buy them from IPSTAR or Skybridge. I'll check with Customer Support and ask them to update me on the situation. Thanks, Paul GATEWAY SESSIONS FOR MODEM 0007933170B8 ON BROKEN HILL GATEWAY =============================================================== Logs from 23rd June 2010 2:02 pm to 7th July 2010 2:02 pm (last 14 days) All times Australian Eastern Standard Time Session 1278471047 1.2 hours... *Logon 07/07/2010 12:50 pm Session 1278416108 15.2 hours *Logoff 07/07/2010 12:48 pm <-- No response from modem (0x11) *Logon 06/07/2010 09:35 pm Session 1278414754 0.3 hours *Logoff 06/07/2010 09:32 pm <-- No response from modem (0x11) *Logon 06/07/2010 09:12 pm Session 1278324191 25.1 hours *Logoff 06/07/2010 09:10 pm <-- No response from modem (0x11) *Logon 05/07/2010 08:03 pm Session 1278243827 22.3 hours *Logoff 05/07/2010 08:00 pm <-- No response from modem (0x11) *Logon 04/07/2010 09:43 pm Session 1278055905 52.2 hours *Logoff 04/07/2010 09:41 pm <-- No response from modem (0x11) *Logon 02/07/2010 05:31 pm Session 1277536837 144.1 hours *Logoff 02/07/2010 05:29 pm <-- No response from modem (0x11) *Logon 26/06/2010 05:20 pm Session 1277446623 25 hours *Logoff 26/06/2010 05:18 pm <-- No response from modem (0x11) *Logon 25/06/2010 04:17 pm Session 1277091257 98.7 hours *Logoff 25/06/2010 04:16 pm <-- Modem powered down (0x00) =============================================================== -----Original Message----- From: Greg 'groggy' Lehey [mailto:grog@lemis.com] Sent: Wednesday, 7 July 2010 1:18 PM To: Paul Rees Subject: Completely inadequate support--request 216379 Paul, I've been waiting since 14 May for resolution of the continual dropouts I have been having with my service. At the time you promised to get feedback from IPStar, and later handed the issue off to your support staff. The speed of their response is completely unacceptable. It seems to take them two weeks to respond to any query. My message of 2 June was replied to on 17 June; my message of 17 June was replied to on 29 June. My message of 1 July has still not been answered. The current status seems to be: - I have seen no replies from IPStar. - There are still claims, but no proof, that the modem is defective. - I have never believed these claims. The logging information from the modem is very primitive, which makes it more difficult to debug the problem. The problems have existed with all three modems I have had, and I have reported the issues immediately. If these tickets have been closed incorrectly, I ask you to reopen them. - The replacement cost, even for a refurbished modem, is completely ridiculous. I am not prepared to pay this price without a good reason why my original problem reports are not being taken into account. If you still believe that the modem is defective, I would suggest that you, at your own cost, replace it on a temporary basis. If it proves to solve the dropout problem (no dropouts over a period of two months), we can discuss whether to reopen the old tickets from Wideband and Aussie broadband. I expect a much faster response to these issues than I have been getting so far. I reserve the right to complain to the DBCDE at any time without further notice, though clearly I would prefer to have an amicable solution. Greg Lehey -- Finger grog@FreeBSD.org for PGP public key. See complete headers for address and phone numbers. This message is digitally signed. See http://www.lemis.com/grog/email/signed-mail.php for more details. If your Microsoft MUA reports problems, please read http://tinyurl.com/broken-mua ------=_NextPart_000_0216_01CB1DDE.3AD5DAB0 Content-Type: text/html; charset="us-ascii" Content-Transfer-Encoding: quoted-printable

Hi = Greg,

 

Thanks for your email.

 

The = last time I checked on your situation I believe the situation = was:-

 

·         = IPSTAR believes the cause of your = occasional dropouts is that your modem is note performing to = specifications

·         = We have had IPSTAR put you on a Special = Class of Service (Special COS for dropouts 1M/512) and that hasn't = helped much

·         = You are still getting dropouts – = see below – but they aren’t severe – sometimes you = have had a session lasting 144.1 hours

·         = If you have dropouts on SCOS, it's 99.9% = chance that the problem is with your hardware

·         = Your warranty has = expired

·         = You don't want to pay for a service = call

·         = You don't want to pay for an exchange = modem unless you are sure that it will solve the = dropouts

·         = We're not prepared to pay Skybridge to = send you a modem because we have no way to get it back from you if you = decide to keep it

 

We = were therefore at a stalemate and I was sure we had told you = that.

 

You can buy IPSTAR modems second hand on eBay and = other places, you don’t need to buy them from IPSTAR or = Skybridge.

 

I'll check with Customer Support and ask them to = update me on the situation.

 

 

Thanks,

 

Paul

 

GATEWAY = SESSIONS FOR MODEM 0007933170B8 ON BROKEN HILL = GATEWAY

=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D= =3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D= =3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D= =3D

Logs from 23rd June 2010 2:02 pm to = 7th July 2010 2:02 pm (last 14 days)

All = times Australian Eastern Standard Time

 

Session = 1278471047 1.2 hours...

*Logon  07/07/2010 12:50 = pm

 

Session = 1278416108 15.2 hours

*Logoff 07/07/2010 12:48 = pm   <-- No response from modem = (0x11)

*Logon  06/07/2010 09:35 = pm

 

Session = 1278414754 0.3 hours

*Logoff 06/07/2010 09:32 = pm   <-- No response from modem = (0x11)

*Logon  06/07/2010 09:12 = pm

 

Session = 1278324191 25.1 hours

*Logoff 06/07/2010 09:10 = pm   <-- No response from modem = (0x11)

*Logon  05/07/2010 08:03 = pm

 

Session = 1278243827 22.3 hours

*Logoff 05/07/2010 08:00 = pm   <-- No response from modem = (0x11)

*Logon  04/07/2010 09:43 = pm

 

Session = 1278055905 52.2 hours

*Logoff 04/07/2010 09:41 = pm   <-- No response from modem = (0x11)

*Logon  02/07/2010 05:31 = pm

 

Session = 1277536837 144.1 hours

*Logoff = 02/07/2010 05:29 pm   <-- No response from modem = (0x11)

*Logon  26/06/2010 05:20 = pm

 

Session = 1277446623 25 hours

*Logoff 26/06/2010 05:18 = pm   <-- No response from modem = (0x11)

*Logon  25/06/2010 04:17 = pm

 

Session = 1277091257 98.7 hours

*Logoff 25/06/2010 04:16 = pm   <-- Modem powered down (0x00)

=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D= =3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D= =3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D=3D= =3D

 

 

-----Original = Message-----
From: Greg 'groggy' Lehey [mailto:grog@lemis.com] =
Sent: Wednesday, 7 July 2010 1:18 PM
To: Paul Rees
Subject: = Completely inadequate support--request 216379

 

Paul, = I've been waiting since 14 May for resolution of the continual dropouts = I have been having with my service.  At the time you promised to = get feedback from IPStar, and later handed the issue off to your support = staff.  The speed of their response is completely = unacceptable.  It seems to take them two weeks to respond to any = query.  My message of 2 June was replied to on 17 June; my message = of

17 June was replied to on 29 = June.  My message of 1 July has still not been = answered.

 

The current status seems to be:

 

- I = have seen no replies from IPStar.

 

- = There are still claims, but no proof, that the modem is = defective.

 

- I have never believed these claims.  The = logging information from

  = the modem is very primitive, which makes it more difficult to = debug

  the problem.  = The problems have existed with all three modems I have

  had, and I have reported the issues = immediately.  If these tickets

  have been closed incorrectly, I ask you to = reopen them.

 

- The = replacement cost, even for a refurbished modem, is = completely

  = ridiculous.  I am not prepared to pay this price without a = good

  reason why my original = problem reports are not being taken into

  account.

 

If you = still believe that the modem is defective, I would suggest that you, at = your own cost, replace it on a temporary basis.  If it proves to = solve the dropout problem (no dropouts over a period of two months), we = can discuss whether to reopen the old tickets from Wideband and Aussie = broadband.

 

I expect a much faster response to these issues = than I have been getting so far.  I reserve the right to complain = to the DBCDE at any time without further notice, though clearly I would = prefer to have an amicable solution.

 

Greg = Lehey

--

Finger grog@FreeBSD.org for PGP public key.

See = complete headers for address and phone numbers.

This message is digitally signed.  = See

http://www.lemis.com/grog= /email/signed-mail.php for more details.

If your Microsoft MUA reports problems, please read = http://tinyurl.com/broken= -mua

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