March 2011 - KICTANet

Lands Office Automation
by robert yawe 22 Mar '11

22 Mar '11

Hi, I stand corrected but didn't KICT Board indicate that they had computerised the payment system at the ministry of lands? I am trying to get a mortgage and the staff at lands are insisting that I must produce proof of having paid land rent in the past. They indicate that they are not able to produce a statement, if this is so can we be explained to in detail exactly what was implemented at Lands. Regards Robert Yawe KAY System Technologies Ltd Phoenix House, 6th Floor P O Box 55806 Nairobi, 00200 Kenya Tel: +254722511225, +254202010696

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Re: [kictanet] Refreshing - Fibre to Homes - Case Study MMU?
by Barrack Otieno 22 Mar '11

22 Mar '11

Thanks Bob for that insightfull write up i totally agree with your sentiments, i have noticed this is the strategy being deployed by Zuku, albeit the noise we have made as clients i would like to commend them for making an effort to deliver triple play services through the Fibre, i was a bit apprehensive about the termination as well considering the buildings where we are located were already 'cabled' and the management seemed adamant to allow the guys to overhaul the system in place, however they used Coaxial Cable for the last mile, i beleive this is the case in many other areas. I wonder whether it might be usefull for Edith to check with Multimedia University, i think they have a Campus Fibre network and some of the best engineers in town, Walu, any insights? Best Regards On Tue, Mar 22, 2011 at 10:46 AM, Edith Adera <eadera(a)idrc.or.ke> wrote: > Thanks Robert for this useful information. You posit that "DSL still > remains the ideal last mile solution even where triple play is to be > delivered". > > With the recent bad experiences of listers, which is the best DSL > provider in Kenya? > > I'm still searching! > > Edith > *________________ * > > *Edith Ofwona Adera * > > Senior Program Specialist > > ICT4D Program and Climate Change & Water Program > > International Development Research Centre | Centre de recherches pour le > développement international > > Regional Office for Eastern and Southern Africa > > Tel: +254202713160 | Fax/Téléc: +254202711063 | Skype: edithadera > > eadera(a)idrc.or.ke | www.idrc.ca | www.crdi.ca > > ------------------------------ > *From:* robert yawe [robertyawe(a)yahoo.co.uk] > *Sent:* 22 March 2011 08:21 > *To:* Edith Adera > > *Cc:* KICTAnet ICT Policy Discussions > *Subject:* Re: [kictanet] Refreshing - Fibre to Homes > > Hi Edith, > > The Jamii FTTH project is yet to be rolled out but on the same vein we > need to appreciate that FTTH is no longer the model of choice for delivery > of connectivity to the home due to the high cost of the termination > equipment and the process of repairing damaged fibre. > > It costs about 25,000/- to terminate a pair of fibre and since your > equipment in the home will most likely not have a fibre port you will > require to convert the light pulses to electrical signals that can be > delivered to your computers or set top boxes ethernet card. The cheap fibre > to Ethernet transceivers cost on average 15,000/-. > > Fibres high bandwidth capabilities and long runs are ideal for back-haul and > trunk applications, the last mile is still best served over copper due to > the ease of installation and maintenance. The bandwidth capabilities of > fibre optic cable will be underutilised in the home, DSL still remains the > ideal last mile solution even where triple play is to be delivered. > > As we develop more gated communities the safety of copper will be > increased therefore reducing the efforts of the providers to getting the > fibre to the gate. Also note that with fibre trying to implement voice > services such as intercom within a development will proof very expensive is > you will need to used SIP phones. With DSL the same cable delivering data > will be able to also delivery voice cost effectively. > > AccessKenya and the elk have been having an uphill task selling WiMax > equipment for 45,000/- and finally opted to supply the equipment for free. > In Runda where fibre has been widely buried the level of uptake is still > very low mainly due to the installation cost and resistance from home owners > to have their gardens dug up to lay the cable. > > As has been realised in the data centre copper still offers a better > solution to high-speed connectivity which explains why many switch > manufacturers have opted to slow development of higher speeds on their fibre > switches and instead are concentrating on increasing performance over > copper. > > > Robert Yawe > KAY System Technologies Ltd > Phoenix House, 6th Floor > P O Box 55806 Nairobi, 00200 > Kenya > > Tel: +254722511225, +254202010696 > > > ------------------------------ > *From:* Edith Adera <eadera(a)idrc.or.ke> > *To:* robertyawe(a)yahoo.co.uk > *Cc:* KICTAnet ICT Policy Discussions <kictanet(a)lists.kictanet.or.ke> > *Sent:* Mon, 21 March, 2011 15:03:30 > *Subject:* [kictanet] Refreshing - Fibre to Homes > > Listers, > > It was refershing to watch "Who Owns Kenya" on Citizen TV on Sunday and > learn that Jamii Telecom is rolling out fibre to the home as a major > project. > > Does anyone know if these services are already being provided by Jamii or > is this just a plan? > > Edith > > *________________ * > > *Edith Ofwona Adera * > > Senior Program Specialist > > ICT4D Program and Climate Change & Water Program > > International Development Research Centre | Centre de recherches pour le > développement international > > Regional Office for Eastern and Southern Africa > > Tel: +254202713160 | Fax/Téléc: +254202711063 | Skype: edithadera > > eadera(a)idrc.or.ke | www.idrc.ca | www.crdi.ca > > > > _______________________________________________ > kictanet mailing list > kictanet(a)lists.kictanet.or.ke > http://lists.kictanet.or.ke/mailman/listinfo/kictanet > > This message was sent to: otieno.barrack(a)gmail.com > Unsubscribe or change your options at > http://lists.kictanet.or.ke/mailman/options/kictanet/otieno.barrack%40gmail… > > -- Barrack O. Otieno Afriregister Ltd (Kenya) www.afrire <http://www.afriregister.com>gister.bi, www.afriregister.com<http://www.afriergister.com> <http://www.afriregister.com>ICANN accredited registrar +254721325277 +254-20-2498789 Skype: barrack.otieno

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Internet Economy - Is it really viable in Kenya
by Barrack Otieno 22 Mar '11

22 Mar '11

Listers, Interesting initiatives going on in this great republic with the ever diminishing quality of Internet services even with entry of fibre and considering that almost 60% of the economy is informal will we ever make it to the promised land? Who will rescue us.? -- Barrack O. Otieno Afriregister Ltd (Kenya) www.afrire <http://www.afriregister.com>gister.bi, www.afriregister.com<http://www.afriergister.com> <http://www.afriregister.com>ICANN accredited registrar +254721325277 +254-20-2498789 Skype: barrack.otieno

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Update on Pasha Centres from Kenya ICT Board
by Paul Kukubo 22 Mar '11

22 Mar '11

Listers The Kenya ICT Board PASHA Project has now entered the selection and implementation stage for the first phase during which we anticipate to disburse 47 loans (one per county) to Pasha Entrepreneurs by mid 2011. At the close of the loan application on 25th February 2011, Family Bank received 689 applications out of a total of 800 inquiries that had been made. Most applications were submitted on the last day. The Kenya ICT Board has allowed close to a month for loan submissions from 24th January 2011 when the call for Applications was made. Applications received have been widespread across all counties. Important to note is that 25% of the applicants have been by women and we look forward to growing this in the future. We further note that business plans received from entrepreneurs who had previously participated in the nationwide Pasha business planning training offered by the KICTB tended to be very comprehensive. The Kenya ICT Board is working well with all network operators to ensure all centres have access to reliable internet connectivity and have the ability to offer citizens a suite of relevant and compelling services. Entrepreneurs will be able to offer services such as operator retail offers, e-learning, selling of accessories, faxing, internet access, etc, from within the PASHA centers. The Kenya ICT Board will conduct evaluations of the applications received on 11th of April 2011 and announce final successful loan applicants shortly thereafter. This is only the first phase of the Pasha Loan scheme; we eventually want to create a Pasha centre in every constituency, likely by end 2011. The Pasha project falls under the Kenya ICT Board’s digital inclusion pillar which aims to increase access to ICTs by citizens across Kenya. It complements the other Kenya ICT Board agenda to stimulate job and wealth creation in ICT through entrepreneurship. This in line with Kenya’ Vision 2030. ends Paul Kukubo Chief Executive Officer, Kenya ICT Board PO Box 27150 - 00100 Nairobi, Kenya 12th Floor, Teleposta Towers Koinange Street Tel +254 20 2089061, +254 20 2211960 Fax: +254 20 2211962 website: www.ict.go.ke local content project: www.tandaa.co.ke, www.facebook.com/tandaakenya twitter:@tandaaKENYA BPO Project: www. doitinkenya.co.ke Digital Villages Project: www.pasha.co.ke personal contacts _______________ Cell: + 254 717 180001 googletalk: pkukubo personal blog: www.paulkukubo.co.ke personal twitter: @pkukubo facebook: facebook/pkukubo ____________________ Vision: Kenya becomes a top ten global ICT hub Mission: To champion and actively enable Kenya to adopt and exploit ICT, through promotion of partnerships, investments and infrastructure growth for socio economic enrichment

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Fw: [AfriNIC-rpd] Reminder: Call for fellowship application - 1day left!
by Walubengo J 21 Mar '11

21 Mar '11

this closes kesho. go for it those who can. walu. --- On Mon, 3/21/11, Diane Nuteau <diane(a)afrinic.net> wrote: From: Diane Nuteau <diane(a)afrinic.net> Subject: [AfriNIC-rpd] Reminder: Call for fellowship application - 1day left! To: rpd(a)afrinic.net Date: Monday, March 21, 2011, 7:00 PM Dear Colleagues, Only one more day left to submit your fellowship application! Please note that we will only consider applications sent until 00:00 UTC. The fellowship is reserved in priority for individuals representing small organisations, universities, and media who are actively involved in Internet operations and development or ICT policy in their countries and respective communities. The fellow is expected to positively and actively contribute to IP address management awareness in the AfriNIC service region. To qualify for the fellowship, you: * should be a resident of Africa; * must not necessarily be an AfriNIC member; * should be from a technical (IT, Computer Science) background; * have not benefited from previous AfriNIC fellowships; * are willing to report on how this fellowship has benefited you/your organisation/country. Upon selection of the fellows, AfriNIC will notify the selected fellows directly and allow the fellow 7 days to reply with an acceptance of the fellowship. Public announcement of the fellowship winners will be made after the acceptance by the winners. For further information regarding the fellowship process please click on the following link: http://meeting.afrinic.net/afrinic-14/index.php/the-meeting/fellowship-prog… Good luck and regards, The AfriNIC Meeting Team AfriNIC | 11th Floor ABC | Raffles Tower | Cybercity | Mauritius Tel: +230 403 5100 |Fax: +230 466 6758 ********************** http://www.afrinic.net/ _______________________________________________ rpd mailing list rpd(a)afrinic.net https://lists.afrinic.net/mailman/listinfo.cgi/rpd

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UK firm recommends fresh talent to revamp Posta
by alice＠apc.org 21 Mar '11

21 Mar '11

http://www.businessdailyafrica.com/Corporate+News/UK+firm+recommends+fresh+… A UK consulting firm wants the Postal Corporation of Kenya to undergo a vigorous restructuring process aimed at getting on board a “younger, energetic talent” that can refine the agency to relevance in a competitive market. IBM Corporate Service Corps says in a report that PCK should also tap into new business opportunities such as offering government and banking agency services to boost its earnings. The firm said PCK should take advantage of its 700 outlets and partner with other government agencies to offer services such as motor vehicle registration, passport and personal identification numbers (PIN). The consulting firm was hired to find ways of making PCK competitive in the digital era. John Fredette of IBM said the corporation is in a position to bring banking services to a place people know and trust – their local Post office. “As PCK improves existing services and adds new offerings such as financial and government services – it will create improved access, speed and efficiency for Kenyan citizens – which will benefit the government as well,” Mr Fredette said. The report noted that one of the current challenges Kenyans are facing is accessing government services – with long processes and requirements for in-person transactions at public offices. PCK is facing stiff competition from Internet with statistics by Communication Commission of Kenya (CCK) indicating that the number of letters sent by courier services in 2009 declined by 35.7 per cent from 113,781 letters during the previous quarter to 73,162 this quarter 2010. During the period under review the number of letters sent using postal services were recorded at 23 million down from 25 million letters posted the previous period. This represented a decline of 9.7 per cent. “This trend is indicative of the impact of increased penetration of Internet services on postal services,” read the report from CCK. Instant messaging, PDFs and e-mails as well as growth in Internet usage has reduced the need for letter writing, denting PCK revenue. Dwindling revenue To reverse its dwindling revenue, the report recommends that PCK has to consider establishing an executive level sales management team focused on new offerings, and implementing stricter accountability throughout organisation. The parastatal has a market share estimated at between 40 and 50 per cent yet it enjoyed monopoly status 13 years ago before the liberalisation of the telecoms and communication market in 1998.

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Re: [kictanet] [KICTAnet] An Open Letter to Zuku (Help me please!!!)
by Muchiri, Patricia 21 Mar '11

21 Mar '11

Good morning Edith, We have taken note and will endeavour to continue publizing this information. I request once again for individuals to lodge formal complaints to CCK. Your feedback is much appreciated. Regards, Patricia ________________________________ From: Edith Adera To: Muchiri, Patricia Cc: sabiya.bagha(a)ke.wananchi.com ; ida.aginga(a)ke.wananchi.com ; sharon.kisia(a)ke.wananchi.com ; support(a)ke.wananchi.com ; zukucanhelp(a)gmail.com ; felix.sechero(a)ke.wananchi.com ; KICTAnet ICT Policy Discussions ; ruth.muturi(a)ke.wananchi.com ; poonam.pitrola(a)ke.wananchi.com ; shelmith.njoki(a)ke.wananchi.com ; supportbb(a)zuku.co.ke ; samson.bonyi(a)ke.wananchi.com ; jimmy.mbotela(a)ke.wananchi.com ; Kirui, Liston; Ooro, Juma Sent: Sat Mar 19 00:48:11 2011 Subject: RE: [KICTAnet] An Open Letter to Zuku (Help me please!!!) Dear Patricia, Thanks for sharing this information - quite useful. You have your work cut out...much much more needs to be done for the common person to be aware of the complaints procedures and the results need to be published within the public domain including how complaints are being handled in all sub-sectors. It's not enough to have it tacked away on the website. Same applies to QoS performance info. The long string of complaints on the KICTANET list alone on ISP services is quite shocking, I can imagine if opened up to the public on all ICT services! It's the first I heard of chukua@hatua <mailto:chukua@hatua> , not sure about others. All the best! Edith ________________ Edith Ofwona Adera Senior Program Specialist ICT4D Program and Climate Change & Water Program International Development Research Centre | Centre de recherches pour le développement international Regional Office for Eastern and Southern Africa Tel: +254202713160 | Fax/Téléc: +254202711063 | Skype: edithadera eadera(a)idrc.or.ke | www.idrc.ca <http://www.idrc.ca/> | www.crdi.ca <http://www.crdi.ca/> ________________________________ From: Muchiri, Patricia [Muchiri(a)cck.go.ke] Sent: 17 March 2011 17:34 To: Edith Adera Cc: sabiya.bagha(a)ke.wananchi.com; ida.aginga(a)ke.wananchi.com; sharon.kisia(a)ke.wananchi.com; support(a)ke.wananchi.com; zukucanhelp(a)gmail.com; felix.sechero(a)ke.wananchi.com; KICTAnet ICT Policy Discussions; ruth.muturi(a)ke.wananchi.com; poonam.pitrola(a)ke.wananchi.com; shelmith.njoki(a)ke.wananchi.com; supportbb(a)zuku.co.ke; samson.bonyi(a)ke.wananchi.com; jimmy.mbotela(a)ke.wananchi.com; Kirui, Liston; Ooro, Juma Subject: RE: [KICTAnet] An Open Letter to Zuku (Help me please!!!) Good evening Edith , As earlier promised below is some information to an enquiry you had raised earlier. I hope indeed that this information will be useful .Please let me know if any further information is required. Issues raised: Does CCK have a consumer affairs department. The Commission has a fully fledged Consumer affairs department that handles amongst other responsibilities, consumer complaints. We can be reached on chukua@hatua or complaints @cck.go.ke or on tel no. 020-445 555, 0714 444 555, 0737 445 555 or fax no. 4242394. Can the Commission’s consumer complaint procedures be published? The Commission does indeed have a complaints handling procedure which is in the form of the Kenya Information and Communications (Dispute Resolution) Regulations, 2010. The said regulations have clear steps on how the Commission is expected to handle every complaint/dispute between a consumer and a service provider. The Kenya Information and Communications (Consumer Protection) Regulations, 2010, on the other hand outlines the rights and obligations consumers have as well as the obligations service providers have with regard to the services provided. Section 7 of these regulations also stipulate what service providers need to observe when dealing with the complaints raised by their customers as well as when customers may refer their complaints to the Commission or a third party (arbitrator –where such an arrangement exists). This procedure is as shown below. 7. Complaint handling procedures for licensees. (1) A licensee shall provide easily understood information about its complaint handling processes in various media and formats, including as specifically directed by the Commission from time to time. (2) A customer who wishes to lodge a complaint shall reduce the complaint in writing and lodge it within six months from the date of the incident that the complaint arises from. (3) A licensee shall acknowledge the receipt of a complaint filed with it. (4) A licensee shall where possible, advise a customer at the time of making the complaint on the expected action, timing for investigation and resolution of the complaint and in the event that the service provider regards the complaint as frivolous or vexatious, the consumer shall be informed accordingly. (5) A licensee shall resolve all complaints made by its customers within a reasonable time. (6) A licensee shall put in place a process to provide customer with sufficient information and the means to inquire on the progress of complaints and the processes may include complaint reference numbers or other identifiers in order to facilitate timely and accurate responses to subsequent inquiries by customers. (7) A licensee shall inform the customer of the outcome of the investigation of their complaint, and any decision of the licensee. (8) Where a customer is not satisfied with a decision made on a complaint, the licensee shall give the customer the option of pursuing an identified escalation process, where the decision may be examined by a suitably qualified person in the licensee’s organisation. (9) Where the consumer has already gone through the licensee’s escalation process and the complaint has not been resolved to the consumer’s satisfaction, the customer may refer the complaint to the Commission. (10) The complaint handling processes shall be provided free of charge. (11) Notwithstanding paragraph (10), where the investigation of the complaint requires the retrieval of records more than twelve months old or the retrieval results in any incremental expense or significant inconvenience to the licensee, a licensee may impose a reasonable charge for the complaint handling processes. (12) Any such charges shall be identified by the licensee, be agreed to by the customer and referred to the Commission before being imposed. (13) A licensee shall file, with the Commission, such information and statistics on all complaints reported, including those resolved and those outstanding, on a quarterly basis in the manner prescribed by the Commission from time to time. It will thus be noted that subsections (7) and (8) defines the exit conditions for consumers, upon which the Dispute Resolution regulations then kick in once the consumer has referred the matter to the Commission. The set of regulations detailing these procedures are available on CCK website for reference and are also contained in the downloadable Kenya Information and Communications Act, 1998 document from the same website. With regard to publication of the complaints (dispute) resolution procedures, the Commission has been sharing this information with consumers through its outreach programs. Our contact information is also widely publicized. Please also note that data and statistics on complaints is available in the Commission’s annual report .Under the earlier regulations (The Kenya Communications Regulations, 2001) there was no provision for procedures on complaint handling. The Commission is in the process of embarking on the rollout of another phase of its Consumer education outreach program that will use various media platforms that will endeavour to share this information to the extent possible as well as continue exploiting various other channels to distribute brochures/flyers on the complaint handling procedures. Can QoS performance of all companies be made public? The Commission has recently begun the publication of quality of service performance information in accordance with The Kenya Information And Communications (Licensing And Quality Of Service) Regulations, 2010. It is important to note that this report was for mobile services only. The most recent report can be accessed from the link: http://www.cck.go.ke/consumers/other_info/quality_of_service.html <http://www.cck.go.ke/consumers/other_info/quality_of_service.html> . This is currently limited to being published once a year. Regards , Patricia Muchiri -Assistant Director Consumer Affairs Division Communications Commission of Kenya Tel: +254 20 4242412/413 Mobile: +254 722 836 959 Fax: +254 20 4242411 P.O Box 14448, Nairobi 00800 Nairobi KENYA Email: muchiri(a)cck.go.ke <mailto:muchiri@cck.go.ke> Website:http://www.cck.go.ke Disclaimer: This email and any files transmitted with it are confidential and intended solely for the use by the individual(s) or entity to whom it is addressed to. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Additionally, if you have received this email in error please notify the sender immediately by a reply e-mail. From: Edith Adera [mailto:eadera@idrc.or.ke] Sent: Thursday, March 17, 2011 2:23 PM To: Muchiri, Patricia Cc: sabiya.bagha(a)ke.wananchi.com; ida.aginga(a)ke.wananchi.com; sharon.kisia(a)ke.wananchi.com; support(a)ke.wananchi.com; zukucanhelp(a)gmail.com; felix.sechero(a)ke.wananchi.com; KICTAnet ICT Policy Discussions; ruth.muturi(a)ke.wananchi.com; poonam.pitrola(a)ke.wananchi.com; shelmith.njoki(a)ke.wananchi.com; supportbb(a)zuku.co.ke; samson.bonyi(a)ke.wananchi.com; jimmy.mbotela(a)ke.wananchi.com Subject: RE: [KICTAnet] An Open Letter to Zuku (Help me please!!!) Hi Patricia, My point is that it's best that complaint procedures are made publicly available to all Kenyans and sample cases of actions taken to build confidence (with enough advertising for everyone to know) - not every Kenyan has the priviledge of complaining on KICTANET and have action taken. In addition, we should have QoS performance of all companies published for consumers to make their choice. CCK needs to be more aggressive in adopting and implementing some of these best practices to protect consumers. Edith ________________ Edith Ofwona Adera Senior Program Specialist ICT4D Program and Climate Change & Water Program International Development Research Centre | Centre de recherches pour le développement international Regional Office for Eastern and Southern Africa Tel: +254202713160 | Fax/Téléc: +254202711063 | Skype: edithadera eadera(a)idrc.or.ke | www.idrc.ca <http://www.idrc.ca/> | www.crdi.ca <http://www.crdi.ca/> Error! Filename not specified. ________________________________ From: Muchiri, Patricia [Muchiri(a)cck.go.ke] Sent: 17 March 2011 13:30 To: Edith Adera Cc: sabiya.bagha(a)ke.wananchi.com; ida.aginga(a)ke.wananchi.com; sharon.kisia(a)ke.wananchi.com; support(a)ke.wananchi.com; zukucanhelp(a)gmail.com; felix.sechero(a)ke.wananchi.com; KICTAnet ICT Policy Discussions; ruth.muturi(a)ke.wananchi.com; poonam.pitrola(a)ke.wananchi.com; shelmith.njoki(a)ke.wananchi.com; supportbb(a)zuku.co.ke; samson.bonyi(a)ke.wananchi.com; jimmy.mbotela(a)ke.wananchi.com Subject: RE: [KICTAnet] An Open Letter to Zuku (Help me please!!!) Good afternoon Edith , My sincere apologies if there have been any specific consumer complaints that have not been addressed having been raised in the KICTAnet mailing list. More specifically I will coming back to you with a comprehensive response on your enquiry by close of business today. Apology for a late response. Regards, Patricia Muchiri -Assistant Director Consumer Affairs Division Communications Commission of Kenya Tel: +254 20 4242412/413 Mobile: +254 722 836 959 Fax: +254 20 4242411 P.O Box 14448, Nairobi 00800 Nairobi KENYA Email: muchiri(a)cck.go.ke <mailto:muchiri@cck.go.ke> Website:http://www.cck.go.ke Disclaimer: This email and any files transmitted with it are confidential and intended solely for the use by the individual(s) or entity to whom it is addressed to. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Additionally, if you have received this email in error please notify the sender immediately by a reply e-mail. From: kictanet-bounces+muchiri=cck.go.ke(a)lists.kictanet.or.ke [mailto:kictanet-bounces+muchiri=cck.go.ke@lists.kictanet.or.ke] On Behalf Of Edith Adera Sent: Wednesday, March 16, 2011 6:18 PM To: Muchiri, Patricia Cc: sabiya.bagha(a)ke.wananchi.com; ida.aginga(a)ke.wananchi.com; sharon.kisia(a)ke.wananchi.com; support(a)ke.wananchi.com; zukucanhelp(a)gmail.com; felix.sechero(a)ke.wananchi.com; KICTAnet ICT Policy Discussions; ruth.muturi(a)ke.wananchi.com; poonam.pitrola(a)ke.wananchi.com; shelmith.njoki(a)ke.wananchi.com; supportbb(a)zuku.co.ke; samson.bonyi(a)ke.wananchi.com; jimmy.mbotela(a)ke.wananchi.com Subject: Re: [kictanet] An Open Letter to Zuku (Help me please!!!) It's strange that CCK never responds to issues on KICTANET list except the other day I saw an email from Christopher. Does CCK have a consumer affairs department. Can complaint procedures be published? and QoS performance of all companies be made public? I was just about to sign up to Zuku after the feedback we got from listers on broadband! A consumer study we've just published points to serious complaints in the Internet market which are not being addressed. Edith ________________ Edith Ofwona Adera Senior Program Specialist ICT4D Program and Climate Change & Water Program International Development Research Centre | Centre de recherches pour le développement international Regional Office for Eastern and Southern Africa Tel: +254202713160 | Fax/Téléc: +254202711063 | Skype: edithadera eadera(a)idrc.or.ke | www.idrc.ca <http://www.idrc.ca/> | www.crdi.ca <http://www.crdi.ca/> Error! Filename not specified. ________________________________ From: kictanet-bounces+eadera=idrc.or.ke(a)lists.kictanet.or.ke [kictanet-bounces+eadera=idrc.or.ke(a)lists.kictanet.or.ke] On Behalf Of Brian Ngure [brian(a)pixie.co.ke] Sent: 15 March 2011 01:43 To: Edith Adera Cc: sabiya.bagha(a)ke.wananchi.com; ida.aginga(a)ke.wananchi.com; support(a)ke.wananchi.com; zukucanhelp(a)gmail.com; felix.sechero(a)ke.wananchi.com; poonam.pitrola(a)ke.wananchi.com; ruth.muturi(a)ke.wananchi.com; sharon.kisia(a)ke.wananchi.com; shelmith.njoki(a)ke.wananchi.com; supportbb(a)zuku.co.ke; samson.bonyi(a)ke.wananchi.com; jimmy.mbotela(a)ke.wananchi.com; KICTAnet ICT Policy Discussions Subject: [kictanet] An Open Letter to Zuku (Help me please!!!) 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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IDEOS offer -- NO STOCK AVAILABLE ?
by Mandhi Sehmi 21 Mar '11

21 Mar '11

Dear Listers, Went to redeem the ADVERTISED Ideos Phone from 2 Retail Shops in the morning after calling customer service to check which store had stocks & then I sent an SMS to redeem the same. I & M branch was still closed at 11AM in spite of calling and finding out that they open from 10-4 on Sundays. Anyhow, bounced again from Westgate since they only had SALABLE for CASH stock & no promotion item stocks!?(Though we are led to believe they are exactly the same products??) Left my name and contact there & am now just waiting for news? Furthermore have received 27 passwords for redemption of the phone since yesterday, so should I collect 27 phones K Thanks & All the best, Mandheer Singh Sehmi Client Relations & Business Development Computech Limited Kenya|Tanzania|Uganda|Rwanda|Southern Sudan| Description: Description: Description: http://www.mailme.ae/duwifi/dufooter.gif "Recycle - Reuse - Renew - Recover - Reduce - Reclaim - Realize - Responsibility - Respect" From: kictanet-bounces+mandhis=gmail.com(a)lists.kictanet.or.ke [mailto:kictanet-bounces+mandhis=gmail.com@lists.kictanet.or.ke] On Behalf Of Safaricom Support Sent: Tuesday, March 15, 2011 15:54 To: mandhis(a)gmail.com Cc: KICTAnet ICT Policy Discussions Subject: Re: [kictanet] problem inherent in how mobile money transactions aredone Hi Kindly advise them to forward the texts to '333' which is to our Mpesa Fraud team for further investigation. Regards Muchoki From: kictanet-bounces+support=safaricom.co.ke(a)lists.kictanet.or.ke [mailto:kictanet-bounces+support=safaricom.co.ke@lists.kictanet.or.ke] On Behalf Of Francis.Hook(a)gmail.com Sent: Tuesday, March 15, 2011 3:38 PM To: Safaricom Support Cc: KICTAnet ICT Policy Discussions Subject: [kictanet] problem inherent in how mobile money transactions aredone I have a colleague who received a rather suspect SMS that, at first glance seemed to advise of money rcvd from someone and a few minutes later someone called to say he had sent the money and error and has a crisis of sorts and would like the money sent back. I have seen this twice. Tricksters at work. When using mobile money I have always wondered about the privacy of such transactions since one is required to sign a sheet with details of the transactions - details which are clearly visible to everyone. I note both ZAP and Mpesa have such sheets. It would only take a keen eye to quickly pick out a number next to a high value, memorise it - under the pretext of doing a small transaction and then claim a victim within hours of the person depositing money into their account. I suppose unregistered mobile numbers must now be de-activated ASAP. Be on the look out. Note: All emails sent from Safaricom Limited are subject to Safaricom's Email Terms & Conditions. Please click <http://www.safaricom.co.ke/index.php?id=954> here to read the policy. _____ <http://www.safaricom.co.ke/fileadmin/signaturefiles/MpesaTip1.JPG>

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Orange hoodwinked on Telkom purchase
by robert yawe 21 Mar '11

21 Mar '11

Hi, I have just received an invoice in the post from Telkom/Orange totalling 952,000/- shillings for provision of a 512 kbps Kenstream (wired high-speed) connection that to the best of my knowledge I never applied. This invoices have been sent to us diligently for over 5 years yet the last time we had a data service from Telkom was in 2003 and it was an analogue tie line, which are what ISPs in those days used to provide leased line connections. The charge for the tie line was 1,500/- so how it got to 11,500/- and became a Kenstream service from the Kenline service only Telkom would know. If accounts like this one are what Orange had been presented with when they where valuing Telkom before the purchase then they definitely got a raw deal both from whoever did the due diligence and the seller. Yet what is shocking is that no one on the management of Orange has ever thought of doing a quick analysis of the number of active ports on their Kenstream switch against the accounts being billed. In addition what work do the credit and recovery department do as most of the previously postpaid services are now prepaid? The service is being charged at 11,600/- and has accumulated, auto charging can be a devil, to 952,000/- yet no manager as though it prudent to follow up on the issue. Doing a basic calculation of 952,000/11,600 it would mean that this account is over 6 years over due. Maybe I need to apply for the job of MD at Orange, as I await for an opening at Postal, because within 3 months I will have surpassed the current data connections by over 100% as from this invoicing fiasco it is clear that management are looking for funds to buy new switching equipment yet 60% or more of the current equipment is unutilised yet the records indicate otherwise. The same also applies for their internet bandwidth traffic which would explain why they give you twice the bandwidth and you end up with slower speeds. If anyone on this list has a contact at Orange please forward this post to them as we all know that they have a n even higher ivory tower than Safaricom's. The relevance of this posting is to help us understand why Orange does not seem to be making progress and most of this is because of technical people like ourselves who are not delivering, if I was to be appointed MD of telkom aka Orange today the first group to go home would be finance and IT. Regards Robert Yawe KAY System Technologies Ltd Phoenix House, 6th Floor P O Box 55806 Nairobi, 00200 Kenya Tel: +254722511225, +254202010696

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New gTLDs time line and .XXX approval
by Dandjinou Pierre 19 Mar '11

19 Mar '11

ICANN 40 ended this morning; here are the main resolutions. Pierre D. ICANN 40: Board Sets New gTLDs Timeline; Approves .XXX Domain [image: Board Sets New gTLDs Timeline; Approves .XXX Domain]<http://www.icann.org/en/minutes/resolutions-18mar11-en.htm> ICANN's Silicon Valley meeting, held at the Westin St. Francis in San Francisco, concluded 18 March with the public meeting of its Board of Directors. The ICANN community handled a wide array of Internet policy issues, including: • ICANN's next public meeting will be held in Singapore, June 2011. • The Board intends to complete the process for final approval of the New gTLD implementation program at an extraordinary meeting of the ICANN Board to be held on Monday, 20 June 2011, at the ICANN public meeting in Singapore. • The Board endorsed all 27 of the recommendations made by the Accountability and Transparency Review Team, and requested ICANN Staff to prepare implementation plans. • The period for accepting public comments about the process for creating new GNSO constituencies was extended. • The Board supported entering into a Registry Agreement with ICM, approving .XXX as a new top-level domain. For details (and decisions on many other topics), refer to the board resolutions <http://www.icann.org/en/minutes/resolutions-18mar11-en.htm>.at http://www.icann.org/en/minutes/resolutions-18mar11-en.htm ------------------------------ -- Pierre Dandjinou Cotonou - 229 90 087784 / 66566610 Dakar 221 77 639 30 41 www.scg.bj skype : sagbo1953

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