View Full Version : What to do when ADSL line is still not active after a month?
Isengard
23-03-2010, 07:22 PM
So here's the story. We ordered an ADSL line from Telkom Direct on the 24th of February. As of today 23 March we still don't have the line.
Firstly, we already have a Telkom landline. Last week I fired off an email to Telkom support to find out what the hold up is.
This was their answer:
There seems to be a system error whereby the system is not releasing this order for installation. This has been escalated to the IT guys, we now await their response.
You will be notified as soon as they reply.
The next day I sent another email to ask what their progress was.
Two days later I get this response:
The system error is still pending, the technical team are still busy trying to resolve this problem.
I have sent them another email yesterday and again today for feedback. You will be notified once this is sorted out.
At this point I had enough and phoned them, after being on hold for 10 minutes they tell me that they are looking for open ports or something like that, they can't give me an eta.
That was a week ago, with the public holiday and being rather busy at work I haven't had time to call them again. Hopefully tomorrow.
Can anyone give me some advice on what to do to get Telkom off their asses and activate our line? I'm at my wits end with them... :mad: :mad: :mad:
Order Number: 272220-13
Sting
23-03-2010, 07:24 PM
Post you order/ref number here and someone might be able to help...
nakedpeanut
23-03-2010, 08:33 PM
Ok phone 10219 and ask if they have DSLAM ports available on your exchange?
If no then ask them when the next scheduled job is.. <-- long wait usually!
If yes go down to your closes telkom direct store and fluke the crap out of them and that you wanna speak to the manager!
Same thing happened to me! Waited over a month! 39 days!! crazy! and yes they had ports just no1 did their job! worst customer care ever! and those people on 10219 never had a manager present! they said she never had a telephone number!?? lol really now!?? Our national land line provider doesnt provide managers with phones?? What a joke! Poor help desk girl was speech less after me..
And they could not give out the number for the escalation centre either nor the technician working on my order!! Y?? they got all your info.. ID, address, bank account but cant give out their technicians numbers?!
Horrific experience..
Sting
23-03-2010, 08:38 PM
Ok phone 10219 and ask if they have DSLAM ports available on your exchange?
If no then ask them when the next scheduled job is.. <-- long wait usually!
If yes go down to your closes telkom direct store and fluke the crap out of them and that you wanna speak to the manager!
Same thing happened to me! Waited over a month! 39 days!! crazy! ans ya they had ports just no1 did their job! worste customer care ever! and those people on 10219 never had a manager present! they said she neva had a telephone number!?? lol really now!?? and they could not give out the number for the escalation center!!
Horrific experience..
I don't blame them for not giving you the number. If I was that branch manager I would have politely told you to **** off! Nothing gives you the right to be rude to any shop staff, whether it is telkom, neotel, iburst, whatever.
The OP's issue is not DSLAM ports, rather a problem in the order placement system that has not released the order to the technical division. That is why some kind person on the forum is going to assist the OP.
Isengard
23-03-2010, 08:51 PM
Yeah, no it's not a DSLAM port issue, the person who told me that over the phone had it wrong, it's definitely still stuck in the system. Will post again as soon as I get feedback from Telkom.
nakedpeanut
24-03-2010, 08:45 AM
I don't blame them for not giving you the number. If I was that branch manager I would have politely told you to **** off! Nothing gives you the right to be rude to any shop staff, whether it is telkom, neotel, iburst, whatever.
The OP's issue is not DSLAM ports, rather a problem in the order placement system that has not released the order to the technical division. That is why some kind person on the forum is going to assist the OP.
lol i never started out like :twisted: haha..
phoned every few days asking whats wrong if there was any progress. still :)
after 2 weeks went back to Telkom office where lady said that it would take 5 days (spoke to the one that handled our account) she had no answers, said shed phone an tell us after speaking to branch manager (she even wrote it down)....
week later.. still nothing!:confused:
Continue phoning 10219 they tells us it's busy an to phone the ADSL customer support .. Um OK
Phone them... Guess what they got not record of the order on their system?? :mad:
The afore mentioned fluking ensued..
Through some contacts got in touch with a very nice top manager of telkom, within 3 days they had found my order and completed it!! :D
So my issue was the same then i think?
My point is no one is able to help you! They have these call centre people which have no purpose! other than to say "your order is in progress, we have a technician looking into it".
Yes I know call centre people have a tough job but my issue is with the Telkom system and processes in place to deal with customer orders. If they are unable to assist me, please put me in contact with someone who can.
If they had just told me the problem and how to go about resolving it, then it would have made my life easier and theirs!
They went from saying 5 days, to no sir 2 weeks and it's done, then it became no sir it is a maximum of 30 days? No one could give me an answer..
Sting
24-03-2010, 09:13 AM
My point is no one is able to help you! They have these call centre people which have no purpose! other than to say "your order is in progress, we have a technician looking into it".
Here I agree with you!!!! It's what happens when you appoint temporary workers at the coal face of your business!
nakedpeanut
24-03-2010, 09:19 AM
Here I agree with you!!!! It's what happens when you appoint temporary workers at the coal face of your business!
Ya just proper training and they would instantly have alot less disgruntled customers...
BUT @ OP i hope they sort your order out soon! Post when they have and what the issue was, would be interesting to see :)
Isengard
24-03-2010, 08:15 PM
Okay no word from Telkom yet, but I have it on good authority that my order has finally been processed. So here's to hoping for line activation in the next few days.
Leftfoot
24-03-2010, 10:34 PM
Here I agree with you!!!! It's what happens when you appoint temporary workers at the coal face of your business!
When you get stuck like this, ask for a supervisor and get his/her name and hold them accountable.
Dont deal with the appies if you can help it.
Isengard
29-03-2010, 09:36 AM
Not a word from Telkom yet. I give up at this point...
Not a word from Telkom yet. I give up at this point...
Cant you rather get MWEB or Cybersmart, someone that does ADSL lines and data?
My line and data is from Cybersmart of whom I have absoutely no complaints but just waiting for them to get in on the price war for uncapped.
ponder
30-03-2010, 12:58 AM
Buy a couple of pigeons & flash drives ;)
Isengard
30-03-2010, 07:55 AM
Cant you rather get MWEB or Cybersmart, someone that does ADSL lines and data?
My line and data is from Cybersmart of whom I have absoutely no complaints but just waiting for them to get in on the price war for uncapped.
I was considering that, but seeing as how they have to order the line from telkom on my behalf I'd have to first cancel this order with telkom. I'm actually thinking of telling them to cancel the order and redo it, seeing as how the current one is still stuck in the bloody system. *sigh*
o_0sky
30-03-2010, 04:53 PM
I am having problem of verifing my ADSL line at www.telkom.co.za/verifyadsl
every time when i try to verify the ADSL line if give me error and tell me to call the call centre
wanna if anyone also having the same problem...
got the internet acc from afrihost
got a router ready...
now waiting for telkom...
Positively Negative
30-03-2010, 06:29 PM
ok well Telkom have dissapointed me for the first time ever.i applied for my line to be transferred to my new place and a call was logged and all.they never pitched so my dad went into the office and setup a new date.they STILL never pitched and didnt even call which ive never had from them before. now i queried last week and the guy tells me they are still testing adsl in the area...WHAT k@k is that because my neighbours is fully functional.
they have just pushed me away as a customer...i am applying for uncapped Afrihost asap when the line finally gets sorted :mad:
ponder
30-03-2010, 06:36 PM
...i am applying for uncapped Afrihost asap when the line finally gets sorted :mad:
Mwuhahaha, you are going to be even more disappointed. You obviously have not been reading all the threads about them.
Isengard
30-03-2010, 07:21 PM
ok well Telkom have dissapointed me for the first time ever.i applied for my line to be transferred to my new place and a call was logged and all.they never pitched so my dad went into the office and setup a new date.they STILL never pitched and didnt even call which ive never had from them before. now i queried last week and the guy tells me they are still testing adsl in the area...WHAT k@k is that because my neighbours is fully functional.
they have just pushed me away as a customer...i am applying for uncapped Afrihost asap when the line finally gets sorted :mad:
If you really must have uncapped I would go for MWEB if I was you, go and read the ISP forums. As for Telkom, yeah, they are proving to be quite terrible, looks like I will be stuck on dial-up for some time yet...
PeterCH
30-03-2010, 11:44 PM
I don't blame them for not giving you the number. If I was that branch manager I would have politely told you to **** off! Nothing gives you the right to be rude to any shop staff, whether it is telkom, neotel, iburst, whatever.
He has no other choice. Telkom is the only company offering this service. It's the same as with the Police, Army or Fire Dept. You can call them that there is a fire and if they don't come you will fluke them but can't use an alternative instead. He has a right to voice his opinion. The people behind the desk should know that it's not personal.
The OP's issue is not DSLAM ports, rather a problem in the order placement system that has not released the order to the technical division. That is why some kind person on the forum is going to assist the OP.
Which is even worse. How can an order not be released. That's incredibly stupid. Again he can't tell them to leave it and go to a competitor. The network was built with our tax money. Now they charge us for it and have the audacity of not doing their jobs properly. Of course someone should yell at them - without any excessive nastiness and without getting personal with the person behind the desk.
Isengard
08-04-2010, 05:01 PM
Well, still not a word from Telkom. According to an inside source our order was cancelled. Now we certainly did not cancel the order. All I can say at this point is that Telkom is absolutely useless. This costs me to have to go to Telkom Direct again and make another order, hoping that it will be successful this time. Pathetic... :mad: