ADSL down for 30+ hours

[atomcrusher]

My, and that of my neighbours, ADSL was down from around 09h00 yesterday, until around lunchtime today .. about 27 hours.

I reported the fault (and I'm sure many here "innie dorp" did the same) to Telkom about 10 times. They of course just said that I had already reported the fault, and repeated the reference number I had been given. They said it was a problem with 028 numbers.

I learnt earlier today that most, if not all, DSL connections in Swellendam were affected (its a small town!). Telephony was OK.

Being sick of Telkom's seeming ongoing incompetence I was wondering if there is any chance of taking this non-delivery of a service I pay for with the CPA or such body?

I guess not, but is there any possible recourse against Telkom as the service[sic] provider? Has anyone tried?

I pay for a 24 hour service, so has anyone tried to claim a refund for the DSL connected time not available to me?

 

[kripstoe]

Check your next Telkom statement. I had an ADSL outage a while back for 3 days. They fixed a broken port on the exchange. Next statement I noticed the total was less. They subtracted 3 days worth of cost from the total.

 

[MickeyD]

They will give you a refund for the 27 hours.

Therefore it nullifies any CPA bid as ADSL is (and always will be) a best effort service.

 

[atomcrusher]

They will give you a refund for the 27 hours.

Therefore it nullifies any CPA bid as ADSL is (and always will be) a best effort service.

Thanks to all whom replied .. and the "best effort", at least in a Telkom-context is understood.
Still pees me off though.
I was on Skype video a few minutes ago with my 90+ year old Dad in the UK and I asked him if his data line ever went down. He said it went down once a few years back, and that was when a neighbour's tree damaged the Brit Telecom lines .. it was fixed within 2 hours (and they live in a very tiny village in Devon).
BTW .. he has an uncapped 20 mbps data line, and 100% free UK-national landline calls for around 20 quid per month. Admittedly I think he gets a preferential rate due to his age

 

[MDKza]

My adsl has been down for 5 or 6 years...

 

[atomcrusher]

This is old news now, but the mybb bot on telkom outages had this to say

Basic issue: Link - To perform planned maintenance on the Telkom Network at Swellendam.

Time Down: Thu, 15 Apr 2010 20:00:00 +0200

Full Problem Description

Ref: NN0004843Category Planned Work Type: Planned Work Status: New
TimeDown: Thu, 15 Apr 2010 20:00:00 +0200 ETTR: 1 Hour
Areas affected: DSLAM Affected: RST1 - SWMA(A19A1)
Progress:

I see the ETTR above was stated as 1 hour ... we were down for around 27 hours. Seems telkom can't even estimate how long an outage should take to repair. I understand that the ETTR is only an estimate, but an educated estimate would be better!

 

[nerf]

This is old news now, but the mybb bot on telkom outages had this to say


I see the ETTR above was stated as 1 hour ... we were down for around 27 hours. Seems telkom can't even estimate how long an outage should take to repair. I understand that the ETTR is only an estimate, but an educated estimate would be better!

Wow Telkom is and always will be a joke, they should've rather performed these changes in the middle of the night over a weekend. Absolutely pathetic, rather look to an alternative provider if available.

 

[atomcrusher]

look to an alternative provider if available.

The fault was at the local Telkom DSLAM, so any alternative ISP would have been down anyway.
Only other option is mobile data (Voda signal is pretty good here), but that's more expensive than my Telkom data

 

[MickeyD]

Wow Telkom is and always will be a joke, they should've rather performed these changes in the middle of the night over a weekend. Absolutely pathetic, rather look to an alternative provider if available.

And if it was a faulty module and the users had no service anyway? Plug in the bloody module, do the configuration and get the users back on line ASAP.