Line install - any advice to speed things up?

[crxboy]

Hi there,

I phoned Telkom on on 1 March to have a line installed.

Received a SMS stating that the installation will be done on 31 March.

Phone them back asking if it could bee done sooner, as my fiancee works from home and we need the line asap (escalation request).

I have been phoning them every single day.

On 7,8 and 9 March (today) I have been told that their systems are down nationally and that they cannot follow up on my line installation- or escalation request (in other words no-one with any sort of reference number can follow up on their requests/tickets until such time as the system is online again - for the last 3 days!?).

Sorry for the long rant.

In summary - does anyone have any advice on how I can move things along quicker?

Thanks in advance.

[Megalin]

Same problem here, been waiting since 15 February.

[oldhat]

I called Telkom for ADSL line, was told my local exchange has no available port.

Got hold of Telkom Wholesale Manager - tells be there is 159 unused ports available on my local exchange.

Called Telkom again, they insist no available ports :(

[rudivdw]

The best advice I can give is to apply months in advance :D - oh, and sometimes, drawing them pictures also helps ;)

[Electron1]

This is exactly why we need good alternatives to Telkom - it is amazing what competition will do. I guess we can only dream about this until the last mile is unbundled......

[Wimhotep]

I must have been lucky then ..??
Phoned and applied for an ADSL line , got the reference no. , was sms-ed that line was upgraded within a week. Went to telkom office , signed forms , collected free modem. Even the verify of the ADSL line during self-installation happened faster than normal ... nearly instantly instead of the usual 30 min.
No problems experienced ?

[crxboy]

... still waiting. This sucks.

[Reelix]

WARNING - Essay Ahead!

At the end of January, myself and some of the guys in the Res I live in decided that we want uncapped DSL, so in the beginning of Feb, a friend and I walked into the Telkom shop in the Pavillion, and requested all the necessary installation details. After ticking a bunch of boxes (Indicating what we wanted), we waited for a call. The following Thursday we got a call, indicating we needed to pay an up-front R700 (Which is a lot more than what we were anticipating to pay per month). We return on Saturday, to query why, and we get told it was just an initial deposit (Which would get refunded if/when we cancelled the line). I was then happy to pay, but it was closing time for the shop (Regardless of the fact the ATM's were approx 25 metres away), so I returned on Sunday, and paid. We were then informed that our Road Name did not exist on their system(This causes many problems later...), but they were happy to do something along the lines of a "trusted install", which meant that our Road Name did exist, even if unverified. I then got her e-mail address (To harass her, as I had prior knowledge of Telkom blatantly ignoring you (Oh how little I knew of how much they did this at the time...)), a reference number (Which I was told to get from users here), and left.

I e-mailed the lady daily for a week, and the FOLLOWING Monday (Not the next day), I phone Telkom to see what was up. They informed me that they were unable to do anything, as our road name did not exist on the system, but the R700 deposit had been paid (So I was releived I was not scammed at the Pavillion - See above. Note here that if I had NOT phoned, nothing would ever be done, and R700 permanently gone.). I subsequently got his e-mail address (Telkom one), and e-mailed him a map with easy-to-follow directions to the house (In the middle of a well-known area - Which he did not receive - Problems my side though, then e-mailed from GMail - All good). I sent him 2-3 e-mails a day for the next 4 days, and on Friday was informed that our road had been added (WOO HOO!), and would be called when they were coming.

On Monday (28th), they phoned me that they would be coming the following day - I was excited! On Tuesday, I got called by the installation person and told that no-one at the location knew who I was (:wtf:) - Turned out they had gone to *RoadName* Avenue, and NOT *RoadName* Road. I informed the caller, and was told I had to re-schedule.

I then phoned to reschedule, and was told that our Road-Name did not exist on their system, so they were unable to reschedule! :mad::mad::mad:

Over the following week, I went through the whole "Phone 3 times a day" bit to ensure our road (The correct one...) was entered into their system. The following week (Monday 7th), I was informed I was in the queue again.

I currently phone once / twice a day to check that our road name is correct (I ask them to read what they have, which is correct), and when they are coming, and just get told "You are in the queue"

So, now, I hate Telkom, and I'm sure you can see why...

[crxboy]

Monday 14 March 2011 (Warning long rant)

- Drive to Telkom Shop at Fourways Crossing, thinking a face-to-face might be more effective than a 10219 operator.

- Spent 15 minutes longer in a queue than I should have (personal opinion of course), forcing myself to be polite and friendly (smile-and-wave and all).

- Politely explain that I called for a line install on 1 March 2011. Received a notification that the install will happen on 31 March 2011. Desperately trying to escalate the install to earlier date as we are now starting to lose money because of the delay. I need it to happen sooner... PLEAAAAAASE?

- I'm asked for a reference number.

- I supply said reference number.

- Tappity-tap-tap-tap into keyboard... long pensive stare at screen.

Teller - "We will do the install on 31 March 2011"
crxboy - "Uhm did you not listen to my request?"
Teller - "Yes - we will install on the 31 March 2011"
crxboy - "... sooner?"
Teller - "No, next please!"

*aaaaark!

[Captain Beer]

It all depends on you local Telkom office. I moved in to a new place in July last year, my prepaid line was installed the next week. I upgraded to a post paid account with ADSL a few weeks ago. The upgrade to post paid took about an hour, the ADSL was installed in less than two weeks.

[Reelix]

It took a total of 58 (Yes - Fifty-Eight!!!) days from the time I first walked in and applied, to the time I got the line installed. That was 2 days ago (Wednesday). On that Wednesday, I asked for Data to be enabled on the line. The Lady said it would be done by Friday (Today) (Clicking a button apparently takes 1 Telkom Second (2 Human Days))

Can it be enabled in a mere 2 days? Will the router and MWeb account I'm borrowing eventually come in use?

Only time will tell...

- Edit -

14 days and many phone calls later - The answer is still no....

[byron_spy]

It took a total of 58 (Yes - Fifty-Eight!!!) days from the time I first walked in and applied, to the time I got the line installed. That was 2 days ago (Wednesday). On that Wednesday, I asked for Data to be enabled on the line. The Lady said it would be done by Friday (Today) (Clicking a button apparently takes 1 Telkom Second (2 Human Days))

Can it be enabled in a mere 2 days? Will the router and MWeb account I'm borrowing eventually come in use?

Only time will tell...

If the line was properly installed then yes it shouldnt take more than 2 days

[Reelix]

And the result is....

*I'm on the phone now....*

*Drum Roll....*

*She's still checking...*

And.... :erm:

It turns out, our area has been marked as a "Fibre-Optic" area, and the orders are still being processed. I will be SMS'd when it HAS been activated, and it will take 3 - 4 working days. (How this affects me when I'm only getting a 384k line is beyond me)

Aaah ****.... :mad:

Why did I expect anything different from Telkom.... :mad:

58 days to get a line installed, and at least a week to get data activated on said line...

Thank god my actual DSL account is with MWeb -_-

-- Edit --

According to the "On Hold" messages (It seems you get put on hold for 10 minutes, regardless of how busy they are after a certain time...), one of the messages say that they offer 4 Gigabit (Yes, Gigabit - Not Megabit) Internet... I wonder what'd happen if you phoned up Telkom, and asked for a 4000MB Line? :p

[jxharding]

had exactly the same problems, it took 90 days to install my prepaid telephone line - even though other people in the same complex had lines there already. first they said there were no lines in the are(i told them theyre talking *** since i live next to a mall), then that its not 'economically feasible', then 'they'll look at it', then somebody stole some lines, had to visit telkom shops a total of 12 times! now they also say my area is fibre cable - but the guy in the same complex as i live in, has ADSL. how screwed up. we just cannot win as broadband users.

[Reelix]

Phoned Telkom again. This time it's a problem with our exchange, it's being worked on, and was advised to phone again on Wednesday.

I will phone tomorrow (Yes, Tuesday! *Gasp!*), and see what story they come up with then :D

[znh]

I have been waiting since 27 December 2010... There were 2 technicians at my house, both said something about a cable fault and disappeared... I have asked several times for the call to be escalated. Nothing happens.

Oh yes, and I live in the Waterkloof area, there should be no shortage of ADSL? right?


Telkom you FAIL

[Reelix]

Phoned on Tuesday - They said it would be done by Wednesday / Thursday.
Phoned on Wednesday - They said they were still busy with the exchange, and would phone me back, and that it was normal to take around 7 days (As their system showed I had applied April 1st)

Just think about that a second...

Exactly WTF do they have to do at the exchange that takes 7 days?

Don't they just click a button that enables the DSL? Do they have to clip two cables together?

Since it takes on average 7 days, It would seem they have to: *

- Purchase the parts individually, and wait for them to arrive (+- 3 days)
- Build it by hand (EXTREME precision required) (+- 1 day)
- Insert completed component into every available slot (Disconnecting others in the process) until they find the one that's yours (+- 1 day)
- Phone every other person on the exchange to make sure their line is still up (+- 2 days)


* 100% Speculation Here - No Fact AT ALL - This was intended as a joke. If someone can find a more viable reason why this takes on average 7 days to enable data capabilities on a line, please inform me....

[Reelix]

Excuse the swearing, but holy jesus ****ing christ!

I phone as usual to check on the status (If data has been activated on our phone line), and the guy forwards me to a different department (Well, that's new? o_O)

I ask that guy to check and he's like... So you want a Telkom ADSL account?

So I'm like "No, I already have an ADSL Account with an alternate provider, a router, and an installed phone-line, and just need the data service activated on the phone line."

So you know what the guy says?

"If Telkom activates the data on the line, that means you have to use a Telkom ADSL Account"

Excuse me, but WHAT THE ****????!!?!?!?!?!?

He then gave me the 0800 375 375 number, which I'm going to phone now..

Holy **** these people are starting to annoy me...

- Edit -

The 0800 375 375 number seems to be 100% identical to the 10219 number (Voice-prompt wise)

The only thing that's different was the first sub menu (Existing customer was 1st, not 2nd), the "High volume" message.

Speaking to a Lady this time... See what she says.

...

Wow she wants a lot of validty checking info... Normally it's just my ID Number - Now it's my ID Number, Initials and Surname, Road address, and road area :p

Now I've been put on hold (No music) and can hear the people in the background (Other help-support people)! \o/

Aaah, this lady knew what I was talking about! They are still busy (Having "Technical Difficulties"), informed me I had applied the day before (To which I informed her I had applied Last Friday, and was told it would be done in a few days), to which she told me "That it would take 6 - 14 days from the time you applied", and that they were still busy...

Gawd this is annoying -_-

- Edit -

Went to the Pavillion on Saturday to complain - She searched for my Number - Shows I applied for the DSL Activation on the 31st March, and there was nothing she could do to speed things up (On the screen it says like "PHONE URGENTLY WHEN COMPLETE!" and my number

- Edit -

Phoned on Monday (They are still busy with the exchange)
Phoned on Tuesday (They are still busy with the exchange - Escalated my query, added a friends number as an alternative contact number)
Wednesday was too busy - Was unable to phone during office hours.
So - Today is Day 14 - They said 6 - 14 days - So today is the day to complain....

- Edit -

Can I get the record for the most updated single post on the Forums? :/

Anyways - I phoned again today as I said I would (14th April) and got a bit annoyed. This lady informed me that that had worked on my order at +- 6:45AM yesterday, and again at +-7:15AM today. So apparently my order IS being worked on... I wonder how much work involves pushing down that gigantic "Activate Data" (Aka: Enable DSL on the line) button...
I also asked if there was anyone else I could speak to that would have any additional information, and she said they weren't in direct contact with the exchange (How that's possible I'm not quite sure?). I also asked if she knew which exchange it was connecting TO (So I could go there myself....), to which she replied in the negative.

Whilst this has been the most useful person so far, I am still nowhere closer to having DSL....

I am starting to wonder if I will ever have DSL on this line :cry::cry::cry:

- Edit -

If anyone is wondering if I'm making all this up - Here are all my reference numbers (Off the telkom website)

http://i55.tinypic.com/28qal2.jpg

- Edit -

For the love of....

I just got informed (It's currently 09:09PM) that we are MOVING in 1 Week....

*****!

Now I'm going to have to go to Telkom on Saturday to pay R600 for a phone we never used, get my R700 deposit back (Oh, I can only hope....), and start the entire process again.



FUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUU UUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUCK!

[znh]

Reelix

If you order your phone line with the telkom closer2 package, there is no installation charges. Ask them to change it.
Also, you can transfer your line after you moved. Not sure what the costs will be though

Somone need to show telkom what the meaning of "competitive" is. I am sure they have no clue. Cellphone networks, you can move any moment, and it takes about 20 minutes to get a line and get surfing... plus its cheaper for low volumes < 5GB (On CellC).

[Reelix]

Reelix

If you order your phone line with the telkom closer2 package, there is no installation charges. Ask them to change it.
Seeing as how (On my side) there's no difference between Closer1 and Closer2, do you say that there is only no installation charges on the Closer2?

http://www.telkom.co.za/common/AugFiling/Telkom_closer.html

It also seems that only Closer4 has the DSL Line rental included. Knowing Telkom, if you get Closer1 /2 / 3, you won't be able to get the DSL Line rental -_-

I might actually go for Closer4 at the new place, since it includes Line-Rental....

Then again, with once off installation price, then the monthly line + DSL Rental, it actually works off cheaper in the long run to pay the installation fees.


Also, you can transfer your line after you moved. Not sure what the costs will be though
Yup - Will definitely look into doing that - I'm really not looking forward to waiting another 3 months for my DSL :(


Somone need to show telkom what the meaning of "competitive" is. I am sure they have no clue.

Whilst there IS Neotel for Wireless internet and a Phone-Line (And the oh-so funny Neotel Telkom-Bashing adverts), and CellC for better speed, I am forced to get a land-line for uncapped internet :(

If Vodacom / CellC offered uncapped, I would scrap the entire thing, and go with them -_-

[Wolfy]

Why isnt there any Telkom oukes here helping us like Rooigevaar does at the Ibursts section???

[Reelix]

Why isnt there any Telkom oukes here helping us like Rooigevaar does at the Ibursts section???

Simply because they know their service is terrible, and with the days (Months... Years...) people have to wait, they most likely feel their life will be threatened if they dared to show their face....

On that note, I was LANning this weekend, so forgot to cancel the line (Good thing though, since I'm going to apply for a transfer in about 20 minutes time), and whattya know?

"30745827A Executing 2011-03-31"

They're still busy with flicking the switch (20 days later - Bear in mind this was originally meant to take 2 days max)

[kingofpop]

You must report a fault so that they can notify you when their techis are done with it people.

[Reelix]

You must report a fault so that they can notify you when their techis are done with it people.

How about phoning them twice a day for 3 weeks... ?

I've learned that if Vodacom say they'll "phone you back", they wont...

[Wolfy]

I can vouch for that! Ill call Telkom again tomorrow for them to lie me yet another excuse why my cable at the exchange hasnt been repaired yet. God Dammit I hate government companies!

[majikins]

Found that this is the best - worked for me and clients everytime.

Keep an eye out for telkom van in your area. Get ahold of this technician - be NICE to him and explain that you need your line installed asap and that you have a reference number(important!) for the install. 10-1, he will make a plan an install your line pronto. Note that sometimes you get a technician who is not too bright or helpful - just keep a look out for the next van.

Works for me!

[Wolfy]

hmmmmmmmm...... Will try that next time, did you compensate him with something???

[SuperFerret]

I've had the same horrible service. Applied on the 31st of March, after phoning at least once a week I received on installation date on the 27th of April.....

The date was the 30th of May! Two months to get a line installed is just unacceptable, especially for an existing customer who is changing residences.

[Reelix]

Two months to get a line installed is just unacceptable, especially for an existing customer who is changing residences.

I'm about to go through that, as soon as I can get my original line cancelled (They say they can't do a transfer since it's a different area -_-) :cry:

[Dosti]

haven't you heard of CEO/MD, get their email and complain to them, sure they can help. They must know it all and solve it all. threaten a sittin at the mall shops, sure you will get support from other unhappy customers.

[inferno]

Dont blame telkom.. blame their competition.