How2:Place an order for a Telkom ADSL Self-Install

The purpose of this article is to provide Telkom customers with general advice for placing an order for a Telkom ADSL Self-Installation.

ADSL is not enabled on Telkom lines by default - it is a service that needs to be ordered before it can be enabled at the exchange for your area.

Some friendly advice - do not buy an ADSL modem or router before Telkom has confirmed that ADSL will work on your telephone line.

Before you place an order for ADSL, be sure that you understand that Telkom's implementation of ADSL, is a service with 3 separate (tiered) charges and Telkom's ADSL is unusable unless you pay all of the three monthly charges.

See also: How do the charges work for ADSL from Telkom

Converting an existing line to ADSL

These guidelines are only applicable if you have an existing and connected telephone line that you want Telkom to convert to an ADSL line.

Note: The existing line must be connected - if the copper wires are in place and the status of the line is disconnected, Telkom will most likely charge you for a new line installation.

Converting from ISDN to ADSL

If you have an ISDN line that you want Telkom to convert into an ADSL line, you are in for a struggle with Telkom.

You can and should ask for your ISDN line to be converted into an ADSL line, but be warned - customers that have tried this, usually report that Telkom has forced them to first downgrade the line from ISDN to Analogue combined with the added irritation of having to wait for the downgrade to be completed before being allowed (by Telkom's system processes) to place an order for a conversion from Analogue to ADSL.

Converting from Analogue to ADSL

If you have an ordinary (Analogue) telephone line that you want Telkom to convert into an ADSL line, you should first determine if Telkom is capable of supplying ADSL at the exchange. Use the following
link to enter the telephone number of the existing line, on Telkom's website:

Check whether the exchange for your area is DSL Enabled...

If Telkom's "DSL Enabled" checker says you can have ADSL, then you can proceed with placing an order (further instructions below).

If you are unlucky, and Telkom refuses to supply ADSL in your area, you should probably call Telkom to find out why ADSL is not available, however there are currently several Wireless Broadband alternatives that you could consider.

New line installation with ADSL

If you do not have an existing and connected Telkom telephone line, you will not be able to opt for a Self-Installation because a Telkom technician will have to come out and do the installation of the line first, and then enable ADSL on the line.

Placing an ADSL Self-Install Order

If you have read the previous sections, you probably think you are ready to run the Telkom Call Centre gauntlet and place an order with one of Telkom's agents, be patient and read the rest of this section before you make the call.

If you are ordering ADSL for a Residential line, you should dial 10219 from a Telkom line, you will be placing an order for one of Telkom's HomeDSL services.

If you are ordering ADSL for a Business line, you should dial 10217 from a Telkom line, you will be placing an order for one of Telkom's BusinessDSL services.

Then select the "New Services" option, and hold for a call centre agent.
When you get through to a call centre agent:

Explain that you want to place an order for an ADSL Self-Install

Explain that you do not want a 24 or 36 month contract

Be sure to ask about any current promotions: e.g. a free ADSL router might be included as an incentive for choosing the Self-Install option, but be quite clear that you do not want to be tied into a lengthly contract.

The call centre agents usually ask several questions, some of which can be misleading and designed to tie customers into lengthly contracts as well as using Telkom Internet as an ADSL ISP - be sure that you do not fall for these tricks:

Explain that you want to keep your options open and you will do your research before deciding which ADSL ISP to use.

ADSL is available on a month-2-month or calendar month's notice basis, and you do not need to be tied into a lengthly ADSL contract.

Explain that you will be buying and installing and using your own ADSL modem or router - unless Telkom wants to give you an ADSL router for free (not on a contract) for choosing the Self-Install Option.

You can use any ADSL ISP of your choosing, and you do not need to be limited to only one ADSL ISP either. There are many options available to you, including pre-paid ADSL ISP accounts with indefinite data rollover. Don't commit to any one option before you have done your research and asked for opinions in MyADSL's ADSL Forum and/or ADSL ISPs Forum.

Your best line of defence, when answering the call centre agent's questions, is to say that you have not decided yet, you will decide later when Telkom has confirmed that ADSL will work on your telephone line.

Another trick to be aware of, is that many call centre agents lie to customers, and tell customers that the ADSL Self-Install option is not available in the customer's area. If you get this story, ask for the call centre agent's first name and surname, and then insist on speaking to the person's manager - insist on an ADSL Self-Installation and do not take any of Telkom's excuses.

Following up on the progress of your ADSL order

Telkom is woefully inefficient in many areas, and you are going to have to keep following up on the progress of your ADSL order until Telkom actually provides you with an ADSL service on your telephone line.

The number to dial is 0800375375 - remember this number as you will also use it after ADSL has been installed.

Give Telkom's call centre agent your ADSL order number, and ask what the progress is for your ADSL order:

An important question to ask, is whether a Telkom technician has tested the quality and distance (from exchange) of your line, and what the results were.

Also, every time you call, make sure you ask if the system reflects that you requested the Self-Install Option.

Note: Repeat this every business day until Telkom actually does something useful with your order.
Important: Avoid requesting or ordering any other services or changes to existing services on your telephone line - Telkom's system seems unable to handle more than one order associated with the same line at the same time, and your ADSL order can easily end up being cancelled to place a new order for something else - this includes something incredibly simple like CallerID - be patient and wait until your ADSL order has been completed.