Home internet Downtime
Hi Listers, As some of you may know, and have experienced, Zuku has been down since late Friday. Communication has been nonexistent and even when you finally get through to customer care after several minutes of hold you don't get any timelines on the restoration of service. This has led me to looking through a few of the CA's reports looking to see if there's any data on down times and other metrics that a home internet provider might be measured on. I couldn't find any. Does anyone know if the CA collects such data? If they do, where is it located? If not, what do they collect on home internet connections? If this data doesn't exist with CA does it exist somewhere else? I'd really like to change my provider using some data rather than anecdotal evidence. What are the other measures I can take, other than reporting to the CA, about this? A credit on lost days of internet feels like it's too cheap a consequence for what I've been going through. -- Warmly, Sidney *Twitter:* @princelySid <https://twitter.com/princelySid>* |* *Github:* princelySid <https://github.com/princelySid> | *Web: *sidneyochieng.co.ke
I used to use Zuku and experienced the same issues. I did report to the CA but didnt get far with that. So I changed my provider to safaricom. I still experience down times with Safaricom. So I think this is an issue which needs to be dealt with as you suggest. On Mon, 9 Jan 2023 at 16:54, Sidney Ochieng via KICTANet < kictanet@lists.kictanet.or.ke> wrote:
Hi Listers, As some of you may know, and have experienced, Zuku has been down since late Friday. Communication has been nonexistent and even when you finally get through to customer care after several minutes of hold you don't get any timelines on the restoration of service.
This has led me to looking through a few of the CA's reports looking to see if there's any data on down times and other metrics that a home internet provider might be measured on. I couldn't find any. Does anyone know if the CA collects such data? If they do, where is it located? If not, what do they collect on home internet connections? If this data doesn't exist with CA does it exist somewhere else? I'd really like to change my provider using some data rather than anecdotal evidence.
What are the other measures I can take, other than reporting to the CA, about this? A credit on lost days of internet feels like it's too cheap a consequence for what I've been going through.
-- Warmly, Sidney
*Twitter:* @princelySid <https://twitter.com/princelySid>* |* *Github:* princelySid <https://github.com/princelySid> | *Web: *sidneyochieng.co.ke _______________________________________________ KICTANet mailing list -- kictanet@lists.kictanet.or.ke To unsubscribe send an email to kictanet-leave@lists.kictanet.or.ke
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Listers, I believe you could also file a complaint with the Competition Authority of Kenya, which enforces the Consumer Protection Act. You could bring a complaint against them for false advertising/misrepresentation. Basically that the service they offer substantially differs in quality from what they promise in the contract. Regards, JG On Mon, Jan 9, 2023 at 4:24 PM Sidney Ochieng via KICTANet < kictanet@lists.kictanet.or.ke> wrote:
Hi Listers, As some of you may know, and have experienced, Zuku has been down since late Friday. Communication has been nonexistent and even when you finally get through to customer care after several minutes of hold you don't get any timelines on the restoration of service.
This has led me to looking through a few of the CA's reports looking to see if there's any data on down times and other metrics that a home internet provider might be measured on. I couldn't find any. Does anyone know if the CA collects such data? If they do, where is it located? If not, what do they collect on home internet connections? If this data doesn't exist with CA does it exist somewhere else? I'd really like to change my provider using some data rather than anecdotal evidence.
What are the other measures I can take, other than reporting to the CA, about this? A credit on lost days of internet feels like it's too cheap a consequence for what I've been going through.
-- Warmly, Sidney
*Twitter:* @princelySid <https://twitter.com/princelySid>* |* *Github:* princelySid <https://github.com/princelySid> | *Web: *sidneyochieng.co.ke _______________________________________________ KICTANet mailing list -- kictanet@lists.kictanet.or.ke To unsubscribe send an email to kictanet-leave@lists.kictanet.or.ke
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KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
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I once sought and got a refund/credit note for the subscription for the period I lacked service from the ISP. I believe CA regularly checks for QoS but in not sure the kind of data they collect. A complaint would suffice. On Mon, 9 Jan 2023, 17:45 James Mbugua via KICTANet, < kictanet@lists.kictanet.or.ke> wrote:
Listers,
I believe you could also file a complaint with the Competition Authority of Kenya, which enforces the Consumer Protection Act.
You could bring a complaint against them for false advertising/misrepresentation. Basically that the service they offer substantially differs in quality from what they promise in the contract.
Regards,
JG
On Mon, Jan 9, 2023 at 4:24 PM Sidney Ochieng via KICTANet < kictanet@lists.kictanet.or.ke> wrote:
Hi Listers, As some of you may know, and have experienced, Zuku has been down since late Friday. Communication has been nonexistent and even when you finally get through to customer care after several minutes of hold you don't get any timelines on the restoration of service.
This has led me to looking through a few of the CA's reports looking to see if there's any data on down times and other metrics that a home internet provider might be measured on. I couldn't find any. Does anyone know if the CA collects such data? If they do, where is it located? If not, what do they collect on home internet connections? If this data doesn't exist with CA does it exist somewhere else? I'd really like to change my provider using some data rather than anecdotal evidence.
What are the other measures I can take, other than reporting to the CA, about this? A credit on lost days of internet feels like it's too cheap a consequence for what I've been going through.
-- Warmly, Sidney
*Twitter:* @princelySid <https://twitter.com/princelySid>* |* *Github:* princelySid <https://github.com/princelySid> | *Web: *sidneyochieng.co.ke _______________________________________________ KICTANet mailing list -- kictanet@lists.kictanet.or.ke To unsubscribe send an email to kictanet-leave@lists.kictanet.or.ke
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KICTANet is a multi-stakeholder Think Tank for people and institutions interested and involved in ICT policy and regulation. KICTANet is a catalyst for reform in the Information and Communication Technology sector. Its work is guided by four pillars of Policy Advocacy, Capacity Building, Research, and Stakeholder Engagement.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
KICTANet - The Power of Communities, is Kenya's premier ICT policy engagement platform.
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KICTANet is a multi-stakeholder Think Tank for people and institutions interested and involved in ICT policy and regulation. KICTANet is a catalyst for reform in the Information and Communication Technology sector. Its work is guided by four pillars of Policy Advocacy, Capacity Building, Research, and Stakeholder Engagement.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
KICTANet - The Power of Communities, is Kenya's premier ICT policy engagement platform.
I went through 7 days of no internet and only got credit compensation for 500 shillings,a sad compensation for all the days I had to buy internet bundles. On Tue, 10 Jan 2023, 08:44 Victor Kapiyo via KICTANet, < kictanet@lists.kictanet.or.ke> wrote:
I once sought and got a refund/credit note for the subscription for the period I lacked service from the ISP. I believe CA regularly checks for QoS but in not sure the kind of data they collect. A complaint would suffice.
On Mon, 9 Jan 2023, 17:45 James Mbugua via KICTANet, < kictanet@lists.kictanet.or.ke> wrote:
Listers,
I believe you could also file a complaint with the Competition Authority of Kenya, which enforces the Consumer Protection Act.
You could bring a complaint against them for false advertising/misrepresentation. Basically that the service they offer substantially differs in quality from what they promise in the contract.
Regards,
JG
On Mon, Jan 9, 2023 at 4:24 PM Sidney Ochieng via KICTANet < kictanet@lists.kictanet.or.ke> wrote:
Hi Listers, As some of you may know, and have experienced, Zuku has been down since late Friday. Communication has been nonexistent and even when you finally get through to customer care after several minutes of hold you don't get any timelines on the restoration of service.
This has led me to looking through a few of the CA's reports looking to see if there's any data on down times and other metrics that a home internet provider might be measured on. I couldn't find any. Does anyone know if the CA collects such data? If they do, where is it located? If not, what do they collect on home internet connections? If this data doesn't exist with CA does it exist somewhere else? I'd really like to change my provider using some data rather than anecdotal evidence.
What are the other measures I can take, other than reporting to the CA, about this? A credit on lost days of internet feels like it's too cheap a consequence for what I've been going through.
-- Warmly, Sidney
*Twitter:* @princelySid <https://twitter.com/princelySid>* |* *Github:* princelySid <https://github.com/princelySid> | *Web: * sidneyochieng.co.ke _______________________________________________ KICTANet mailing list -- kictanet@lists.kictanet.or.ke To unsubscribe send an email to kictanet-leave@lists.kictanet.or.ke
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KICTANet is a multi-stakeholder Think Tank for people and institutions interested and involved in ICT policy and regulation. KICTANet is a catalyst for reform in the Information and Communication Technology sector. Its work is guided by four pillars of Policy Advocacy, Capacity Building, Research, and Stakeholder Engagement.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
KICTANet - The Power of Communities, is Kenya's premier ICT policy engagement platform.
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KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
KICTANet - The Power of Communities, is Kenya's premier ICT policy engagement platform.
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KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
KICTANet - The Power of Communities, is Kenya's premier ICT policy engagement platform.
Hi team, This is a whole can of worms and i would like to look at it from the other side of the coin. I believe service providers have the best interests of consumers in mind, however the ecosystem we operate in in so complicated. I have witnessed people damage core fibre in the name of unclogging drainages, or accidents during the festive season that damage critical infrastructure components (fibre access terminal boxes or related equipment). Fixing those issues requires mobilization of resources from contractors to service providers. During the festive season most network operators had network freezes in place which is basically a period of rest and i am sure this would have impacted responses from various operators. This is not an excuse or a defense but i think it is high time telecommunications equipment and routes are protected or given preferential treatment given our dependence on it. The disruptions occasioned by vandalism keep most of this companies in deficits yet the community keeps benefiting. While at it, how will our county governments build conduits when we barely have drainages or sewer systems? your guess is as good as mine, we need to fix this issue from the bottom up, i posit that our Consumer Organizations are powerless, our regulators are equally powerless in this regard where the issue is caused by the public indavertently because there are no proper routes. I hope this conversation finds its way in parliament and the required players at national and county governments take up their responsibilities in so far as protection of critical infrastructure is concerned. On Tue, Jan 10, 2023 at 9:04 AM catherine kyalo via KICTANet < kictanet@lists.kictanet.or.ke> wrote:
I went through 7 days of no internet and only got credit compensation for 500 shillings,a sad compensation for all the days I had to buy internet bundles.
On Tue, 10 Jan 2023, 08:44 Victor Kapiyo via KICTANet, < kictanet@lists.kictanet.or.ke> wrote:
I once sought and got a refund/credit note for the subscription for the period I lacked service from the ISP. I believe CA regularly checks for QoS but in not sure the kind of data they collect. A complaint would suffice.
On Mon, 9 Jan 2023, 17:45 James Mbugua via KICTANet, < kictanet@lists.kictanet.or.ke> wrote:
Listers,
I believe you could also file a complaint with the Competition Authority of Kenya, which enforces the Consumer Protection Act.
You could bring a complaint against them for false advertising/misrepresentation. Basically that the service they offer substantially differs in quality from what they promise in the contract.
Regards,
JG
On Mon, Jan 9, 2023 at 4:24 PM Sidney Ochieng via KICTANet < kictanet@lists.kictanet.or.ke> wrote:
Hi Listers, As some of you may know, and have experienced, Zuku has been down since late Friday. Communication has been nonexistent and even when you finally get through to customer care after several minutes of hold you don't get any timelines on the restoration of service.
This has led me to looking through a few of the CA's reports looking to see if there's any data on down times and other metrics that a home internet provider might be measured on. I couldn't find any. Does anyone know if the CA collects such data? If they do, where is it located? If not, what do they collect on home internet connections? If this data doesn't exist with CA does it exist somewhere else? I'd really like to change my provider using some data rather than anecdotal evidence.
What are the other measures I can take, other than reporting to the CA, about this? A credit on lost days of internet feels like it's too cheap a consequence for what I've been going through.
-- Warmly, Sidney
*Twitter:* @princelySid <https://twitter.com/princelySid>* |* *Github:* princelySid <https://github.com/princelySid> | *Web: * sidneyochieng.co.ke _______________________________________________ KICTANet mailing list -- kictanet@lists.kictanet.or.ke To unsubscribe send an email to kictanet-leave@lists.kictanet.or.ke
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KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
KICTANet - The Power of Communities, is Kenya's premier ICT policy engagement platform.
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KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
KICTANet - The Power of Communities, is Kenya's premier ICT policy engagement platform.
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KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
KICTANet - The Power of Communities, is Kenya's premier ICT policy engagement platform.
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KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
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-- Barrack O. Otieno +254721325277 +254733206359 Skype: barrack.otieno PGP ID: 0x2611D86A
This is quite insightful senior. Then again, it does more harm than good, when an ISP decides to keep mum about such an issue that consumers would readily understand with minimal struggle. Moral of the story, let ISPs have a comprehensive communication program and framework, lest they open room for consumers to cast doubts and even ridicule them. On Tue, Jan 10, 2023 at 9:40 AM Barrack Otieno via KICTANet < kictanet@lists.kictanet.or.ke> wrote:
Hi team,
This is a whole can of worms and i would like to look at it from the other side of the coin. I believe service providers have the best interests of consumers in mind, however the ecosystem we operate in in so complicated. I have witnessed people damage core fibre in the name of unclogging drainages, or accidents during the festive season that damage critical infrastructure components (fibre access terminal boxes or related equipment). Fixing those issues requires mobilization of resources from contractors to service providers. During the festive season most network operators had network freezes in place which is basically a period of rest and i am sure this would have impacted responses from various operators. This is not an excuse or a defense but i think it is high time telecommunications equipment and routes are protected or given preferential treatment given our dependence on it. The disruptions occasioned by vandalism keep most of this companies in deficits yet the community keeps benefiting. While at it, how will our county governments build conduits when we barely have drainages or sewer systems? your guess is as good as mine, we need to fix this issue from the bottom up, i posit that our Consumer Organizations are powerless, our regulators are equally powerless in this regard where the issue is caused by the public indavertently because there are no proper routes. I hope this conversation finds its way in parliament and the required players at national and county governments take up their responsibilities in so far as protection of critical infrastructure is concerned.
On Tue, Jan 10, 2023 at 9:04 AM catherine kyalo via KICTANet < kictanet@lists.kictanet.or.ke> wrote:
I went through 7 days of no internet and only got credit compensation for 500 shillings,a sad compensation for all the days I had to buy internet bundles.
On Tue, 10 Jan 2023, 08:44 Victor Kapiyo via KICTANet, < kictanet@lists.kictanet.or.ke> wrote:
I once sought and got a refund/credit note for the subscription for the period I lacked service from the ISP. I believe CA regularly checks for QoS but in not sure the kind of data they collect. A complaint would suffice.
On Mon, 9 Jan 2023, 17:45 James Mbugua via KICTANet, < kictanet@lists.kictanet.or.ke> wrote:
Listers,
I believe you could also file a complaint with the Competition Authority of Kenya, which enforces the Consumer Protection Act.
You could bring a complaint against them for false advertising/misrepresentation. Basically that the service they offer substantially differs in quality from what they promise in the contract.
Regards,
JG
On Mon, Jan 9, 2023 at 4:24 PM Sidney Ochieng via KICTANet < kictanet@lists.kictanet.or.ke> wrote:
Hi Listers, As some of you may know, and have experienced, Zuku has been down since late Friday. Communication has been nonexistent and even when you finally get through to customer care after several minutes of hold you don't get any timelines on the restoration of service.
This has led me to looking through a few of the CA's reports looking to see if there's any data on down times and other metrics that a home internet provider might be measured on. I couldn't find any. Does anyone know if the CA collects such data? If they do, where is it located? If not, what do they collect on home internet connections? If this data doesn't exist with CA does it exist somewhere else? I'd really like to change my provider using some data rather than anecdotal evidence.
What are the other measures I can take, other than reporting to the CA, about this? A credit on lost days of internet feels like it's too cheap a consequence for what I've been going through.
-- Warmly, Sidney
*Twitter:* @princelySid <https://twitter.com/princelySid>* |* *Github:* princelySid <https://github.com/princelySid> | *Web: * sidneyochieng.co.ke _______________________________________________ KICTANet mailing list -- kictanet@lists.kictanet.or.ke To unsubscribe send an email to kictanet-leave@lists.kictanet.or.ke
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KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
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-- Barrack O. Otieno +254721325277 +254733206359 Skype: barrack.otieno PGP ID: 0x2611D86A
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I did read the T&Cs when I got them 7 years ago but I have since forgotten them. I did go back to read what is available here <https://zuku.co.ke/terms-and-conditions/>. There’s no mention of a SLA or expected uptime. This doesn’t change the fact that we’re now on day 5 of terrible service or are we just supposed to accept mediocrity because it’s not in the T&Cs? I, for one, am very aware of what the escalation and reimbursement mechanisms are, I’ve used them multiple times before. I just feel like it’s not enough in this case. It is the CA’s job to monitor and regulate them so some data about the performance these service providers should exist somewhere. It would be nice if this data was publicly shared so consumers can make informed decisions. Warmly, Sidney Twitter: @princelySid | Github: princelySid | Web: sidneyochieng.co.ke
On 10 Jan 2023, at 10:08, arebacollins--- via KICTANet <kictanet@lists.kictanet.or.ke> wrote:
Today Ill be the devil’s advocate.
Do you guys read the fine print of the signup forms and contracts signed with these contented services though?
I would harzard a guess but most people complaining about the service are on normal contention base service with no sla.
Those with SLA are aware of escalation and reimbursement mechanisms.
Sent from my iPhone
On 10 Jan 2023, at 09:36, catherine kyalo via KICTANet <kictanet@lists.kictanet.or.ke> wrote:
I went through 7 days of no internet and only got credit compensation for 500 shillings,a sad compensation for all the days I had to buy internet bundles.
On Tue, 10 Jan 2023, 08:44 Victor Kapiyo via KICTANet, <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke>> wrote: I once sought and got a refund/credit note for the subscription for the period I lacked service from the ISP. I believe CA regularly checks for QoS but in not sure the kind of data they collect. A complaint would suffice.
On Mon, 9 Jan 2023, 17:45 James Mbugua via KICTANet, <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke>> wrote: Listers,
I believe you could also file a complaint with the Competition Authority of Kenya, which enforces the Consumer Protection Act.
You could bring a complaint against them for false advertising/misrepresentation. Basically that the service they offer substantially differs in quality from what they promise in the contract.
Regards,
JG
On Mon, Jan 9, 2023 at 4:24 PM Sidney Ochieng via KICTANet <kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke>> wrote: Hi Listers, As some of you may know, and have experienced, Zuku has been down since late Friday. Communication has been nonexistent and even when you finally get through to customer care after several minutes of hold you don't get any timelines on the restoration of service.
This has led me to looking through a few of the CA's reports looking to see if there's any data on down times and other metrics that a home internet provider might be measured on. I couldn't find any. Does anyone know if the CA collects such data? If they do, where is it located? If not, what do they collect on home internet connections? If this data doesn't exist with CA does it exist somewhere else? I'd really like to change my provider using some data rather than anecdotal evidence.
What are the other measures I can take, other than reporting to the CA, about this? A credit on lost days of internet feels like it's too cheap a consequence for what I've been going through.
-- Warmly, Sidney
Twitter: @princelySid <https://twitter.com/princelySid> | Github: princelySid <https://github.com/princelySid> | Web: sidneyochieng.co.ke <http://sidneyochieng.co.ke/> _______________________________________________ KICTANet mailing list -- kictanet@lists.kictanet.or.ke <mailto:kictanet@lists.kictanet.or.ke> To unsubscribe send an email to kictanet-leave@lists.kictanet.or.ke <mailto:kictanet-leave@lists.kictanet.or.ke>
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I use ZUKU and I have experienced the regular downtime and extremely slow connections as compared to the bandwidth I signed up for. Just to add on the conversation: 1. Home Internet is no longer a luxury but a necessity, I teach online from my bedroom and many other people I know work online from their home. I also just realized that I don't have a TV aerial because I watch from YouTube and Netflix on my TV. ISPs should therefore treat it with such a high level of importance. 2. I work at a University and our ISP is KENET, there communication culture with regards to downtime, unexpected hitches or maintenance and upgrades is top notch. ZUKU failed on this one, I like many others have not received any personal communication from them yet they have KYC. 3. @Barrack Otieno <barrack@kictanet.or.ke> we can be convinced to excuse community networks or start-ups internet suppliers, but at the level of experience and customer base of Zuku, such extensive downtime should be well communicated and customers compesated. 4. From a technical perspective, does Zuku have backups and redudancy measures to make their network resilient? 5. I echoe Sydney's sentiments that CA ought to make this data public and even rank ISPs so customers can pick up the right choice for themselves. On Tue, Jan 10, 2023 at 3:17 PM Sidney Ochieng via KICTANet < kictanet@lists.kictanet.or.ke> wrote:
I did read the T&Cs when I got them 7 years ago but I have since forgotten them. I did go back to read what is available here <https://zuku.co.ke/terms-and-conditions/>. There’s no mention of a SLA or expected uptime. This doesn’t change the fact that we’re now on day 5 of terrible service or are we just supposed to accept mediocrity because it’s not in the T&Cs? I, for one, am very aware of what the escalation and reimbursement mechanisms are, I’ve used them multiple times before. I just feel like it’s not enough in this case.
It is the CA’s job to monitor and regulate them so some data about the performance these service providers should exist somewhere. It would be nice if this data was publicly shared so consumers can make *informed* decisions.
Warmly, Sidney
Twitter: @princelySid | Github: princelySid | Web: sidneyochieng.co.ke
On 10 Jan 2023, at 10:08, arebacollins--- via KICTANet < kictanet@lists.kictanet.or.ke> wrote:
Today Ill be the devil’s advocate.
Do you guys read the fine print of the signup forms and contracts signed with these contented services though?
I would harzard a guess but most people complaining about the service are on normal contention base service with no sla.
Those with SLA are aware of escalation and reimbursement mechanisms.
Sent from my iPhone
On 10 Jan 2023, at 09:36, catherine kyalo via KICTANet < kictanet@lists.kictanet.or.ke> wrote:
I went through 7 days of no internet and only got credit compensation for 500 shillings,a sad compensation for all the days I had to buy internet bundles.
On Tue, 10 Jan 2023, 08:44 Victor Kapiyo via KICTANet, < kictanet@lists.kictanet.or.ke> wrote:
I once sought and got a refund/credit note for the subscription for the period I lacked service from the ISP. I believe CA regularly checks for QoS but in not sure the kind of data they collect. A complaint would suffice.
On Mon, 9 Jan 2023, 17:45 James Mbugua via KICTANet, < kictanet@lists.kictanet.or.ke> wrote:
Listers,
I believe you could also file a complaint with the Competition Authority of Kenya, which enforces the Consumer Protection Act.
You could bring a complaint against them for false advertising/misrepresentation. Basically that the service they offer substantially differs in quality from what they promise in the contract.
Regards,
JG
On Mon, Jan 9, 2023 at 4:24 PM Sidney Ochieng via KICTANet < kictanet@lists.kictanet.or.ke> wrote:
Hi Listers, As some of you may know, and have experienced, Zuku has been down since late Friday. Communication has been nonexistent and even when you finally get through to customer care after several minutes of hold you don't get any timelines on the restoration of service.
This has led me to looking through a few of the CA's reports looking to see if there's any data on down times and other metrics that a home internet provider might be measured on. I couldn't find any. Does anyone know if the CA collects such data? If they do, where is it located? If not, what do they collect on home internet connections? If this data doesn't exist with CA does it exist somewhere else? I'd really like to change my provider using some data rather than anecdotal evidence.
What are the other measures I can take, other than reporting to the CA, about this? A credit on lost days of internet feels like it's too cheap a consequence for what I've been going through.
-- Warmly, Sidney
*Twitter:* @princelySid <https://twitter.com/princelySid>* |* *Github:* princelySid <https://github.com/princelySid> | *Web: * sidneyochieng.co.ke _______________________________________________ KICTANet mailing list -- kictanet@lists.kictanet.or.ke To unsubscribe send an email to kictanet-leave@lists.kictanet.or.ke
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-- Best Regards, Kelvin Kariuki Assistant Lecturer Multimedia University of Kenya Faculty of Computing and Information Technology Twitter Handle: @teacherkaris Alt email: kkariuki@mmu.ac.ke Mobile: +2547 29 385 557 The Lord is my Shepherd
I have always had the thought of setting up a network monitoring service to monitor network up/down time independent of the service providers. This would empower you the client with accurate data that you can then present to your service provider and CA. I think I should move and start this. On Mon, Jan 9, 2023 at 4:24 PM Sidney Ochieng via KICTANet < kictanet@lists.kictanet.or.ke> wrote:
Hi Listers, As some of you may know, and have experienced, Zuku has been down since late Friday. Communication has been nonexistent and even when you finally get through to customer care after several minutes of hold you don't get any timelines on the restoration of service.
This has led me to looking through a few of the CA's reports looking to see if there's any data on down times and other metrics that a home internet provider might be measured on. I couldn't find any. Does anyone know if the CA collects such data? If they do, where is it located? If not, what do they collect on home internet connections? If this data doesn't exist with CA does it exist somewhere else? I'd really like to change my provider using some data rather than anecdotal evidence.
What are the other measures I can take, other than reporting to the CA, about this? A credit on lost days of internet feels like it's too cheap a consequence for what I've been going through.
-- Warmly, Sidney
*Twitter:* @princelySid <https://twitter.com/princelySid>* |* *Github:* princelySid <https://github.com/princelySid> | *Web: *sidneyochieng.co.ke _______________________________________________ KICTANet mailing list -- kictanet@lists.kictanet.or.ke To unsubscribe send an email to kictanet-leave@lists.kictanet.or.ke
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Clifford, I think that's a good idea. Noble in its own right. On Tue, 10 Jan 2023, 10:02 Clifford Gulu Nderi via KICTANet, < kictanet@lists.kictanet.or.ke> wrote:
I have always had the thought of setting up a network monitoring service to monitor network up/down time independent of the service providers. This would empower you the client with accurate data that you can then present to your service provider and CA. I think I should move and start this.
On Mon, Jan 9, 2023 at 4:24 PM Sidney Ochieng via KICTANet < kictanet@lists.kictanet.or.ke> wrote:
Hi Listers, As some of you may know, and have experienced, Zuku has been down since late Friday. Communication has been nonexistent and even when you finally get through to customer care after several minutes of hold you don't get any timelines on the restoration of service.
This has led me to looking through a few of the CA's reports looking to see if there's any data on down times and other metrics that a home internet provider might be measured on. I couldn't find any. Does anyone know if the CA collects such data? If they do, where is it located? If not, what do they collect on home internet connections? If this data doesn't exist with CA does it exist somewhere else? I'd really like to change my provider using some data rather than anecdotal evidence.
What are the other measures I can take, other than reporting to the CA, about this? A credit on lost days of internet feels like it's too cheap a consequence for what I've been going through.
-- Warmly, Sidney
*Twitter:* @princelySid <https://twitter.com/princelySid>* |* *Github:* princelySid <https://github.com/princelySid> | *Web: *sidneyochieng.co.ke _______________________________________________ KICTANet mailing list -- kictanet@lists.kictanet.or.ke To unsubscribe send an email to kictanet-leave@lists.kictanet.or.ke
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Unsubscribe or change your options at %(user_optionsurl)s
KICTANet is a multi-stakeholder Think Tank for people and institutions interested and involved in ICT policy and regulation. KICTANet is a catalyst for reform in the Information and Communication Technology sector. Its work is guided by four pillars of Policy Advocacy, Capacity Building, Research, and Stakeholder Engagement.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
KICTANet - The Power of Communities, is Kenya's premier ICT policy engagement platform.
----------------------------------------- A KEBS 9001:2015 Certified Organization, No. KEBS/QMS/RF:064 Rev. 03
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Unsubscribe or change your options at %(user_optionsurl)s
KICTANet is a multi-stakeholder Think Tank for people and institutions interested and involved in ICT policy and regulation. KICTANet is a catalyst for reform in the Information and Communication Technology sector. Its work is guided by four pillars of Policy Advocacy, Capacity Building, Research, and Stakeholder Engagement.
KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.
KICTANet - The Power of Communities, is Kenya's premier ICT policy engagement platform.
participants (11)
-
arebacollins＠gmail.com -
Barrack Otieno -
catherine kyalo -
Clifford Gulu Nderi -
GATHARIKI NGIGI -
James Mbugua -
Joel Cenas -
Kelvin Kariuki -
Liz -
Sidney Ochieng -
Victor Kapiyo