12 August, 2008
Connected to Lightspeed (Experience log)
Following up on my last post; I mentioned that I applied to Lightspeed on the 16th of July and was promised connection within 10 days.
In ten days, my Batelco internet connection was disconnected as planned. But Lightspeed did not connect thiers or call me about it. Two weeks passed, so I decided to call.
Calling thier toll free line (80061111) after 6 (me busy man) I get transfered to thier call centre in Jordan.
Their call centre in Jordan is useless.
They do little beyond pick up your call. I called asking about my order, they didn't know and took my details and promised that someone will call. A human answering machine.
This scenario repeated for two days, until I spoke to my dear friend Joseph (that's what I call him anyway). He got lightspeed, so like a guy who was stood up by a hot girl on their first date, I ask for his advice, which was:
"Call before 5, that's when they close. When te machine answers, hit 1 for sales. NO, don't talk to Customer service, they are in Jordan and know nothing. Call the Bahraini sales guys".
I do just that in the next day. A young woman picks up and I explain that I have no idea where I am. After she verified my details she says:
"Did they not call you?"
"I'm sure they did"
"Maybe you didn't pick up."
"What the? I said NO! No one called and no missed calls. What is it?"
"Well, your device is ready. You can pick it up from our Almoayed Tower branch".
The "Almoayed Tower Branch" is a place that must open for business when I have some business of my own. As they don't work Saturdays, I decided to skip some much needed nutrition and go there during my lunch break.
I go, I park, I tell them that I came for the "Live Box" and they give me my box.
That's it? Aren't you going to check my ID or anything?
... Well, alright then. Sounds risky to me though.
I ask the young clueless man behind the counter:
He goes :It's pre-configured. just plug it it"
Bas? That sounds simple enough. I go home and open up the box.
Many wires and adapters I see. Shame most of these do not work here. I liked the WIFI dongle, should make even the non wifi savvy laptop access the wireless "Live Box".
Now the livebox is a simply a wireless modem router thingy, with 2 extra USB ports (one A size, the other B) and a line out port (for the phone).
I connected it, it works, the light indicates that it connected. Lets hook up to it wireless.
Aha, there is an encryption on it. What's the password? I try my name, CPR & phone number line, nothing works. I call Lightspeed and Jordan answers back:
"The password is "password""
how ingenious! Lets try that.... fail. Again, again, AGAIN!
OK, the password is indeed NOT "password". I call Jordan and they say that this is the password. Great. Lets try something else.
I install the router on my laptop and try to connect to it. The laptop cannot find the Livebox. Try as I might, no use. I switch the connectivity option from Ethernet cat5 cable to USB and then it works. Seems like the Ethernet ports on my Livebox do not function. Never mind, so long as I can get the thing to work.
Wait, I don't have my user name and password! I curse a little then I call Customer Services in Jordan again, they give me my user name and password. Trying it, doesn't work. Try again: Nope, doesn't work. So (AGAIN) I call the customer service (BTW, I got pissed off by now) and they said that this password is correct, yet it doesn't connect. I sleep that day failing to set the bloody thing up.
I try the same password, nothing happens. I call customer services, lets try and ask them about the router settings, did I use PPPoE when I should have used PPPoA (It's E by the way)? When I ask the customer service agent in Jordan for the settings he goes:
"I'll log in your complaint and someone will call you tomorrow"
COMPLAINT? No no no, wait up. Not "complaint", I just want the settings, that's all.
"I don't have this information with me sir, I will log this complaint and someone will call you"
R: "wait, you don't know the settings for your own modem?"
Um.. speechless, I can do nothing.
So I do a couple of google search (I was still connected to Batelco's 3G "O net") and call my dear Joseph again. I got the right settings alright. But the damn thing still wont connect. Ufffff...
I call Lightspeed again.
R: "Hello Jordan"
LS: "How can I help you sir?"
R: "My password doesn't work, can I like, reset it or something?"
LS: "Sure, let me just log in this request and someone will call you tomorrow"
R: "What the F***? I have to file a request and follow it up to CHANGE MY FREAKING PASSWORD?"
Scared LS: "Yes...?"
R: "F*** that!"
After some scary ranting, she accepts and asks what do you want it to be? I tell her my password of choice and hang up.
I try the new password, I try the old password, I try the new password and keep repeating myself until I am just too tiered to stay awake. I go to sleep for the second day without a connection.
My dear Joseph (again) asks me to call the Bahraini employees. Same number, but I have to press one for sales. Determained, I do just that at noon. The obviously Bahraini accented man confirms that my password didn't change and it is the same first useless password. OK, I'll give it one more try when I go back.
I finish work early and hurry home so I can catch the Bahraini employees before they leave work. I open up my router configuration and call, ah, Bahraini voice again.
R: "Dude, I want the freaking settings!"
That's it. The Bahraini employee was quite informed about the technicalities of the Livebox and gives me the correct settings.
On the third day, I got connection, it is still through the USB connection, but at least it lives.
Lets try to set the wireless connection.
Choosing WAP security, none of my devices can use it (Soney Ericsson P990 phone, Nintendo Wii, Sony PS3 a Linux laptop and a Visa Laptop). Removing the security all together doesn't do anything to fix it. Despite the lack of a password, no device can log into it.
At this point, I take the Livebox, throw it away, and install my old Linksys wireless router. Everything works perfectly.
I call Lightspeed (Yes, I am really fed up from calling them as I'm sure you are of reading about it) and tell them about my faulty box, they ask me to bring it in, I'm not bothered.
So, by day 3, and after many, many, many calls, uninformed agents and a router of my own I got the connection. Meaning, in other words: Pregnant women deliver babies faster than that.
As for the connection? I am on a 512MB line (supposedly) but my speed tests ranged from 330ks to 450ks. Download speed from download.com reached a peak of 25 kbps. Downloading torrents is an evil 2 kbps (some times nothing at all).
Playing games on this connection, my Wii found the connection unstable. Sometimes the news channel gives me an error message saying it cannot connect. Playing mario Kart Wii shows some lag that I did not experience with Batelco's 256MB BD10 line.
My Playstation 3 also couldn't connect at times. I haven't played anything online on my PS3 yet.
It is too soon to judge how good the connection is so I'll withhold my verdict for a couple of month.
Fellow blogger Yagoob is also blogging about his experience with Lightspeed. Read it.