StormFiber (By Cybernet) FTTH Discussion Thread

Jasir · Nov 5, 2017

mshoby said:
Just got Storm Fiber installed 4 days ago, and internet is down for 14 + hours, apparently someone cut the main cable and they won't fix it until Monday... So at least 2 days of downtime after 4 days running..... Not happy...

They do not cut the main line on purpose to make their users angry. Whenever main fiber line is cut. They have to replace the whole line to avoid any losses and loss in speed. 3months and not even a second down time.

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mshoby · Nov 5, 2017

This happened in Bahadurabad area Karachi, They have just started their services.

Also, no service provider cuts their cable on purpose.... I am just trying to imply that they told me straight out for two days no one is going to work on this issue my twenty four hours start on Monday morning.

Also to make a point, that while I did get this service installed on stories like 1 year no downtime, So far for me, 4 days and one entire day of downtime, and clearly One more day of downtime to look forward to.

itstaha17 · Nov 5, 2017

mshoby said:
This happened in Bahadurabad area Karachi, They have just started their services.

Also, no service provider cuts their cable on purpose.... I am just trying to imply that they told me straight out for two days no one is going to work on this issue my twenty four hours start on Monday morning.

Also to make a point, that while I did get this service installed on stories like 1 year no downtime, So far for me, 4 days and one entire day of downtime, and clearly One more day of downtime to look forward to.

Thats an unexpected issue. Not everyones line is cut everyday. Implying that their service is bad just because there was an accidental line cut possibly by someone else is total bs. Its just your luck.

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mshoby · Nov 5, 2017

mshoby said:
This happened in Bahadurabad area Karachi, They have just started their services.

Also, no service provider cuts their cable on purpose.... I am just trying to imply that they told me straight out for two days no one is going to work on this issue my twenty four hours start on Monday morning.

Also to make a point, that while I did get this service installed on stories like 1 year no downtime, So far for me, 4 days and one entire day of downtime, and clearly One more day of downtime to look forward to.

I agree its just my luck that this happened 4 days into the service,
the real thing I have a issue with is, Disconnected on Saturday, no one will start working on this till Monday, from that time they have given me 24 working hours. Standard promise.

Now the Fiber was cut is not something I saw, or know its just what they are saying, I know we have two connections in the same house, they said a engineer will contact me shortly, its been 1 day since that.

While this may be normal. I would say the support is average, not outstanding as ranked. However I would say the 4 days that I did have the service it worked great. I had no complaints.

I do believe that this thread was not made just to praise the service? do correct me if I am wrong, but this is something that also happens with storm fiber, everyone who wants to make a decision should be prepared for it, on top of that I have already paid for 3 months in advance for the service.

obii · Nov 6, 2017

mshoby said:
I agree its just my luck that this happened 4 days into the service,
the real thing I have a issue with is, Disconnected on Saturday, no one will start working on this till Monday, from that time they have given me 24 working hours. Standard promise.

Now the Fiber was cut is not something I saw, or know its just what they are saying, I know we have two connections in the same house, they said a engineer will contact me shortly, its been 1 day since that.

While this may be normal. I would say the support is average, not outstanding as ranked. However I would say the 4 days that I did have the service it worked great. I had no complaints.

I do believe that this thread was not made just to praise the service? do correct me if I am wrong, but this is something that also happens with storm fiber, everyone who wants to make a decision should be prepared for it, on top of that I have already paid for 3 months in advance for the service.

You are right to complain about whatever you see fit, however, people giving you perspective should help you to come to a conclusion.

In my experience, stormfiber has the best customer service out of all the broadband providers that i've had (excepting transworld - not in my area). If something goes down on Saturday, i can see why a business would make the decision to delay the complaint till Monday. Considering the fact that weekends are generally understaffed to begin with, and technicians are given their schedules for the day pretty quickly, it would depend entirely on when you actually made the complaint.

Having no on-site support staff for Sundays is literally the most normal thing in the world. You feel it more since you are the one using the internet, but it is literally the industry standard in MOST industries.

Now you can complain about that, but that doesn't mean you are valid in your expectations to begin with.

Hussein · Nov 6, 2017

Got my SF connection deployed a couple hours ago. Subscribed to 10Mbps triple play package in Faisal Town. So far so good. Watching streams at 1080p 60fps, download/upload are perfect, and performance is brilliant overall.

I do have one issue though, I'm getting high ping to Azure servers, and am unable to change primary and secondary DNS server in the device settings, and can't configure my router either. Any tips from existent SF users?

itstaha17 · Nov 6, 2017

Hussein said:
Got my SF connection deployed a couple hours ago. Subscribed to 10Mbps triple play package in Faisal Town. So far so good. Watching streams at 1080p 60fps, download/upload are perfect, and performance is brilliant overall.

I do have one issue though, I'm getting high ping to Azure servers, and am unable to change primary and secondary DNS server in the device settings, and can't configure my router either. Any tips from existent SF users?

Use username telecomadmin and password admintelecom to log into your router as admin and change all the settings. Use Opendns for best performance in my opinion.

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Hussein · Nov 6, 2017

itstaha17 said:
Use username telecomadmin and password admintelecom to log into your router as admin and change all the settings. Use Opendns for best performance in my opinion.

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Thank you very much. Yes, I prefer OpenDNS myself!

mshoby · Nov 6, 2017

obii said:
You are right to complain about whatever you see fit, however, people giving you perspective should help you to come to a conclusion.

In my experience, stormfiber has the best customer service out of all the broadband providers that i've had (excepting transworld - not in my area). If something goes down on Saturday, i can see why a business would make the decision to delay the complaint till Monday. Considering the fact that weekends are generally understaffed to begin with, and technicians are given their schedules for the day pretty quickly, it would depend entirely on when you actually made the complaint.

Having no on-site support staff for Sundays is literally the most normal thing in the world. You feel it more since you are the one using the internet, but it is literally the industry standard in MOST industries.

Now you can complain about that, but that doesn't mean you are valid in your expectations to begin with.

Complaint was fixed within 4 hours into monday, so yes they actually lived up to their word quite rightly. The Tech support came by to check the connection personally so I literally take my words back on support

Unlike other services they actually did deliver.

mshoby · Nov 8, 2017

obii said:
You are right to complain about whatever you see fit, however, people giving you perspective should help you to come to a conclusion.

In my experience, stormfiber has the best customer service out of all the broadband providers that i've had (excepting transworld - not in my area). If something goes down on Saturday, i can see why a business would make the decision to delay the complaint till Monday. Considering the fact that weekends are generally understaffed to begin with, and technicians are given their schedules for the day pretty quickly, it would depend entirely on when you actually made the complaint.

Having no on-site support staff for Sundays is literally the most normal thing in the world. You feel it more since you are the one using the internet, but it is literally the industry standard in MOST industries.

Now you can complain about that, but that doesn't mean you are valid in your expectations to begin with.

So to make things worse, Once more my fiber cable is cut, happened again Wednesday around 5 pm. Some might say it was my shitty luck the first time around but if it happens for the second time within a week its not my luck because I inquired and Its not only me that's effected the entire area is affected by this problem.

Now if someone comes around and cuts their cable they clearly have no idea that its pakistan and cables get cut all the time and how to avoid it.
Second... I am being told that my device is switched off and its not a fault on their end... then after alot of insisting that It was on. They admit that they had not refreshed the system and I was right...

To sum it all up..

Connection was installed on 31st October.
Got disconnected on worked for a full 3 days.
Disconnected on 4th-
Fixed again on 6th...
Disconnected on 8th....
So around 6 days of running out of 9 days. From my point of view looks like another company following in the footsteps of PTCL. I do believe I am valid in my argument now?.

PS.

I was told by customer support

"App technician ko bolna, Wire Sahi se lagao yeh kaisay kaam kartay ho"

Seriously?..... its my job to tell THEIR technicians how to do their job?... and why would I even be at home when their technicians call. (they usually call on 15 minutes notice). Like its my job to wait for them!.

Zetsuroth34 · Nov 8, 2017

mshoby said:
So to make things worse, Once more my fiber cable is cut, happened again Wednesday around 5 pm. Some might say it was my shitty luck the first time around but if it happens for the second time within a week its not my luck because I inquired and Its not only me that's effected the entire area is affected by this problem.

Now if someone comes around and cuts their cable they clearly have no idea that its pakistan and cables get cut all the time and how to avoid it.
Second... I am being told that my device is switched off and its not a fault on their end... then after alot of insisting that It was on. They admit that they had not refreshed the system and I was right...

To sum it all up..

Connection was installed on 31st October.
Got disconnected on worked for a full 3 days.
Disconnected on 4th-
Fixed again on 6th...
Disconnected on 8th....
So around 6 days of running out of 9 days. From my point of view looks like another company following in the footsteps of PTCL. I do believe I am valid in my argument now?.

PS.

I was told by customer support

"App technician ko bolna, Wire Sahi se lagao yeh kaisay kaam kartay ho"

Seriously?..... its my job to tell THEIR technicians how to do their job?... and why would I even be at home when their technicians call. (they usually call on 15 minutes notice). Like its my job to wait for them!.

It's Pakistan m8 Everything is shit here

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mshoby · Nov 8, 2017

Zetsuroth34 said:
It's Pakistan m8 Everything is shit here

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Literally the first thing I thought of when I came home from work, Went to dial customer support and power went out at the same time....

Zetsuroth34 · Nov 8, 2017

mshoby said:
Literally the first thing I thought of when I came home from work, Went to dial customer support and power went out at the same time....

Life in Pakistan in a nutshell pretty much lel

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NaughtyDescent · Nov 10, 2017

Assalam-U-Alaikum... I am using PTCL and want to upgrade to storm fiber. anybody who can help me about do they have download limit or not. and some people are complaining about fiber cut issues. Is it more than usual or its just some people are getting unlucky about that. and tell me very sincerely, is it a good decision to move to storm fiber as I am fed up of pTCL and their services. I work 100km away from home and it takes me 2-3 hours to come back home after work. I simply can't afford such connection issues to address them on regular basis.

itstaha17 · Nov 10, 2017

NaughtyDescent said:
Assalam-U-Alaikum... I am using PTCL and want to upgrade to storm fiber. anybody who can help me about do they have download limit or not. and some people are complaining about fiber cut issues. Is it more than usual or its just some people are getting unlucky about that.

No limits on usage.
Speeds are always max.
Fiber cut issues are rare. Its just on your luck

And its far better than PTCL. You wont regret it.

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NaughtyDescent · Nov 10, 2017

Thanks brother.... gonna signup now.

haidi83 · Nov 12, 2017

Anyone else having slow browsing issues?

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samthetuffguy · Nov 12, 2017

StormFiber Channel List for HD TV Box. Just opted for it with a 30 mbps connection.

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itstaha17 · Nov 12, 2017

haidi83 said:
Anyone else having slow browsing issues?

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Yesterday I had. The Storm guy said that their upstream has a power outage or something like that so they aren't getting full bandwidth and you will face difficulty browsing/gaming. Looks like it is all fixed now.

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haidi83 · Nov 12, 2017

itstaha17 said:
Yesterday I had. The Storm guy said that their upstream has a power outage or something like that so they aren't getting full bandwidth and you will face difficulty browsing/gaming. Looks like it is all fixed now.

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Oh okayy. They fixed the ping issue but I’m still having trouble loading videos etc. Like I can’t stream stuff because it constantly buffers. And even at the lowest quality it still sometimes needs to buffer.

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