I communicated with three Verizon representatives yesterday; two in tech support and one in Customer Retention. NONE of them knew anything about the problem! My business is in trouble. The Auctiva software is so slow it is unusable. If I cannot list items, I can not sell items. If I cannot sell items, I make no money. The problem is serious.
If the Verizon staffers are not aware of the problem, than I wonder whether it has been communicated to people in their organization. If no one is aware of it, then I question whether anyone is working on resolving it. Auctiva appears to be fingerpointing and not stepping up to help solve to problem. Who in Auctiva is taking this on as their personal challenge. What is the plan. Who is responsible at Cogent/Verizon. It seems to me that since no one seems to be aware of it at Verizon, it's not very important to them. Can I get a refund for my Auctiva fees?
We are now entering week THREE of the site not working. No resolution in sight, nothing but excuses and finger pointing still.
There is plenty of press about Netflix speed conspiracies but not a single article about ANY OTHER website having their speeds throttled. This excuse reeks of misdirection.
Maybe its about time to drop your bargain basement ISP, clearly this situation isn't going anywhere.
It also about time Auctiva started offering refunds on the service that hasn't been operable for HALF A MONTH
There is plenty of press about Netflix speed conspiracies but not a single article about ANY OTHER website having their speeds throttled. This excuse reeks of misdirection.
Maybe its about time to drop your bargain basement ISP, clearly this situation isn't going anywhere.
It also about time Auctiva started offering refunds on the service that hasn't been operable for HALF A MONTH
Here is a link to pressure the FCC to reclassify internet providers so they can be regulated. This is only the beginning of the horror we will see. http://act.freepress.net/sign/...ision2/?source=share
Week 3 and the problem is still the same. I hope at the end of the month I get my refund FROM AUCTIVA!
Ticket opened on 2/6 it is now 2/17 and still this is the response and my response.
Hello,
I am sorry to hear that, but I appreciate you taking the time to write back and let us know how your experience has been recently.
These performance issues impacting Verizon internet users have been a result of Verizon limiting, or “throttling”, the traffic into our ISP (Cogent) and, although I suspect the two sides may have different perspectives on who is at fault, it has been something those they have needed to work out among themselves.
We have already opened a ticket with Cogent about this and, although they have indicated Verizon ultimately needs to resolve the issue, they have expressed they are doing everything they can to ensure the issue is addressed as soon as possible. We will keep you posted on this as any additional information becomes available.
Also, we have not determined whether we will be able to offer credit as a result of this issue, but I have forwarded your request to our Management team for consideration. However, I do not expect a decision to be made in this regard until the outcome of this situation becomes more clear.
Once again we regret the inconvenience caused and appreciate your patience in this regard. If you have any additional questions or concerns pertaining to your Auctiva account, please feel free to let us know, and we’ll be happy to continue assisting you.
Sincerely,
Auctiva Support
bstadler@comcast.net
Customer
Posted Monday, 2/17/2014 6:38 AM
The good news is you referred to a management team. I was beginning to believe that there was no such thing within your organization. I worked in telecom (Level 3 communications) for 10 years-I understand the "throttling" issue. The bottom line for your company is that regardless of the issue-until resolved you run the risk of losing many customers and the revenue associated. This is the first time that someone has referred to management and the fact the issue may have been escalated to a higher level. I am paying you for a service and it is currently not working-I do not have the time to trouble shoot networking issues with an ISP. As many other people have referred-maybe it is time to challenge your provider and consider move to provider that can accomodate ALL customers.
Hello,
I am sorry to hear that, but I appreciate you taking the time to write back and let us know how your experience has been recently.
These performance issues impacting Verizon internet users have been a result of Verizon limiting, or “throttling”, the traffic into our ISP (Cogent) and, although I suspect the two sides may have different perspectives on who is at fault, it has been something those they have needed to work out among themselves.
We have already opened a ticket with Cogent about this and, although they have indicated Verizon ultimately needs to resolve the issue, they have expressed they are doing everything they can to ensure the issue is addressed as soon as possible. We will keep you posted on this as any additional information becomes available.
Also, we have not determined whether we will be able to offer credit as a result of this issue, but I have forwarded your request to our Management team for consideration. However, I do not expect a decision to be made in this regard until the outcome of this situation becomes more clear.
Once again we regret the inconvenience caused and appreciate your patience in this regard. If you have any additional questions or concerns pertaining to your Auctiva account, please feel free to let us know, and we’ll be happy to continue assisting you.
Sincerely,
Auctiva Support
bstadler@comcast.net
Customer
Posted Monday, 2/17/2014 6:38 AM
The good news is you referred to a management team. I was beginning to believe that there was no such thing within your organization. I worked in telecom (Level 3 communications) for 10 years-I understand the "throttling" issue. The bottom line for your company is that regardless of the issue-until resolved you run the risk of losing many customers and the revenue associated. This is the first time that someone has referred to management and the fact the issue may have been escalated to a higher level. I am paying you for a service and it is currently not working-I do not have the time to trouble shoot networking issues with an ISP. As many other people have referred-maybe it is time to challenge your provider and consider move to provider that can accomodate ALL customers.
Hi
I saw the eblow on the Comererce forum does it also apply to the eBay side?
thanks
ed
posted February 18, 2014 09:00 AM
Hello again,
I just received another update on this issue from our technical team and, although the connectivity issues between Verizon and Cogent appear to be ongoing, we have just made some adjustments on our side which we hope will prevent our users from being impacted by this any longer.
If you are still encountering performance issues of this nature, can you please run a trace route command and email the results to abuse@auctiva.com? That will get it right into the hands or our team who will be looking into any further difficulties.
Thanks in advance (again) for any updated information you are able to provide.
Sincerely,
I saw the eblow on the Comererce forum does it also apply to the eBay side?
thanks
ed
posted February 18, 2014 09:00 AM
Hello again,
I just received another update on this issue from our technical team and, although the connectivity issues between Verizon and Cogent appear to be ongoing, we have just made some adjustments on our side which we hope will prevent our users from being impacted by this any longer.
If you are still encountering performance issues of this nature, can you please run a trace route command and email the results to abuse@auctiva.com? That will get it right into the hands or our team who will be looking into any further difficulties.
Thanks in advance (again) for any updated information you are able to provide.
Sincerely,