I could post the unhelpful support I got. But, all I really want to know is why it takes over 3 hours (I was told it will take 24 hours) to get additional IP addresses added to Win23 so my client can have a static IP.
I want a business reason why. All I got from “support” is “as soon as possible” which doesn’t mean beans!
Why is it SO hard to get reasons? All we are trying to do is manage our customers expectations so that we all can make some money at this. If you can’t help us, we can’t help our customers, our customers leave and ultimately we all don’t make near as much as we could if we simply got reasonable answers to our questions.
Dave, server had a real big bunch of spare dedicated IPs until this early morning. This is where some chinese hackers came in and signed up random 100 accounts (with dedicated IPs and on win23 mostly). They were able to do this because resellers hadn’t set plan access correctly for their non-billing plans. We are working hard on getting these accounts removed (suspended already). And your request for IPs will also be fulfilled asap.
It wasn’t a mistake, but Tanmaya and I have been the ones working on this abuse matter with the above mentioned post(if you can’t see it, then you need to get access to customer only forum)
When I posted we’d found 30 accounts that were there from plans there were opem, that number grew as we fund more, and then there were still signups coming in that were not legit as well.
We will work on getting you a IP as soon as possible, we are getting this under control and working to prevent it, as it is coming mostly from a handful of resellers plans that are open.
Tanmaya and I are also the only ones to issue IPs, it may take a bit longer doing it this way, but it prevents many problems. We had assigned a large pool of IPs to win23, but they got exhausted quite quickly.
Edit: doh this is in customer only, you have access!
Wasn’t saying it was. I was saying that he was ACTING like he was covering up one.
My main beef with support is that they NEVER tell me WHY. Normally, the conversations go something like this:
Me: I need such and such.
Support: Sorry, you can’t have that.
Me: Why?
Support: Sorry, you can’t have that.
Me: Yes, you already stated that. I’m looking for a reason.
Support: You can’t have that.
Me: (Press a little harder.)
Support: Let me talk to senior support.
Me: (… wait…)
Support: Sorry you can’t have that.
Of course, they don’t use exactly the same words each time, but the effect is the same. If I got a business reason, like I got by posting in this forum, I’m be a much happier customer.
As always said chat is mostly attended by L1s. Senior techs attend tickets mostly and can’t answer each of L1 queries from chats promptly or it will be no different than attending the livechat directly. If you need better answers, please prefer ticket system.
Well, I’ve tried getting better answers using the ticket system and get similar results, it just takes longer. That is, I still don’t get the business answer and it takes far more of my time. The ONLY way I’ve EVER gotten a reason from anyone is by posting in the forum. If you can tell me how to make sure my ticket gets answered by a tech who can give me the answers I’m looking for, I’ll be happy to give it a try.
For your ticket in first post, the tech replied you infact, but he missed the fact that he was infact just forwarding and you will not see his response. I told him about the mistake as soon as i attended it. If There are other such tickets please PM me the ticket# and i’ll look into them. If you mean(i’m not sure about all your conversation on the issue) getting a response like i’ll get it done soon from me or Stephen as better than something like “it will be done 24 hours” from Support tech, then please see they don’t over commit.
They always keep safe margins so resellers in-turn sound fair enough to their customer. For explaination of an issue, ticket is still the better way and the wait time is because the techs, who were involved in handling the actual problem, are the only ones who can explain.
You can always ask for a clearer explaination or for a reponse from a senior tech.
That being said we are working further on the subject with quite a few changes coming behind the scenes in near future.