ADSL down - Honeydew Exchange

[Nicksteroonie]

Yesterday morning our ADSL line went down which we rely heavily on for work, so as you can imagine, we havent been able to do any work since!

The Telkom technician called me from the exchange and told me that there is nothing physically wrong with the line or the ports for the line.

However, I am still getting a red "Internet" link on the router (Netgear). Usually this indicates an authentication problem. I am however 100% sure it is not a problem on our end as I have tried 3 different accounts to make sure it is not finger trouble. I've tried a MWEB, IS and WA account.

On top of this, we had made no changes to the router config when it all of a sudden went down.

The line is synching at:

DownStream Connection Speed 9402 kbps
UpStream Connection Speed 1019 kbps

So the question is, how do I now convey this to Telkom that the problem DOES lie on their end when they tell me they think this is an authentication problem?

 

[MickeyD]

First try another router/modem. This is to cancel out the first question that Telkom will ask you...

If it fails then contact Telkom again.

 

[Nicksteroonie]

The technician already asked me to do that and I thought he was joking because it means I need to go and buy another ADSL router just to test!

Maybe what I will do is take our router the neighbor and test there.

 

[deweyzeph]

If your line is synching but you are unable to authenticate then either the problem lies with you like a faulty router, incorrect PPPOE login details, or the problem is upstream from the exchange. However if the problem is upstream then you would expect all users to be affected on that exchange.

 

[r4iden]

Same area, same prob. Telkom have confirmed a problem at the xch

 

[Brieuse]

Same area, same prob. Telkom have confirmed a problem at the xch

yeah, entire DSLAM is down since yesterday 11am

they have no idea when it will be fixed.

Thank goodness for the Vodacom 20gb special

 

[Twista]

LOL.

Same here, got a sync but red light is on the Netgear DGN2000.

Called 10210 just now. Spoke to Langa Buthelezi. Here is his response.

His response is that it was a network failure at the Hneydew exchange and no technician is available because they all need a rest from working Monday to Friday. Technicians or others like himself only work on weekends if they need the overtime money.

I refer you to the fact that I pay for an ADSL line to be connected 24 hours a day. If I do not pay for that line Telkom will discontinue my service.

I find his response degrading and to the point, pathetic that a call centre agent representing Telkom would be allowed to give its very customers that type of responses.

He advised me that if I did not like what he is saying, I must lodge a complaint to the Escalations Department and thats exactly what i did.

Don't know if I will ever get a response, though. email - [email protected]

 

[MickeyD]

Rather report him to 0800 124 000 as it is manned by external auditors and every complaint is logged and investigated (properly).

 

[Twista]

Thanks MickeyD. I will do that, cos these calls are recorded.

 

[Brieuse]

that type of responses.

yeah, I got a similar response.

 

[fragtion]

Yep, we have the same problem at our office in Zeiss Road, Laser Park (Honeydew). Down since 11am on Friday, still down since. Modem synchronizes fine (although it needed a reboot to sync again after it had lost sync when the problem first started), but no traffic to the ESR (no authentication etc)

 

[Electron1]

Honeydew Exchange still down - I have a customer with all 3 ADSL lines on that Exchange that have been down since Friday 11:30.

Poor service from Telkom......

MWEB status notice:

Outage Num:11080
Telkom ADSL outage affecting Honeydew ( 011 - 794, 795
Telkom ADSL services in the following area may be Inaccessible : Honeydew ( 011 - 794, 795
Start Date:2011-11-18 11:45:26
End Date:

 

[Electron1]

Still nothing from Telkom - call centre couldn't care less. Gonna escalate to the number MickeyD supplied.

Can't they even give status updates - no wonder Telkom has a bad rep.

 

[Brieuse]

Still nothing from Telkom - call centre couldn't care less. Gonna escalate to the number MickeyD supplied.

Can't they even give status updates - no wonder Telkom has a bad rep.

got a call earlier, apparently it is sorted.

 

[fragtion]

Yup it's sorted now... been working here since about 9:30am

 

[Venomous]

Hi,

did not see your thread before now. I live not far from there. I dont think it's a problem with the exchange itself UNLESS it is a fault on only part of it. I am linked to that exchange & my net has been working. So it could possibly be a problem in a manhole or "streetbox".

People that I know that rely on a line from there into honeydew itself - their net was down. I have a capped account & guess what they were here by me over the weekend reducing my net so that they could work. Fortunately there is enough left for me til the end of the month, so I'm not stressed.

I will admit that I have not spoken to them this morning to find out if their net is up & running or not. If not they will be back later for emails...

 

[Brieuse]

up again this side.

 

[Electron1]

Connectivity for my client came back on monday evening (21st). Their 3 lines are all up and running.

 

[Venomous]

Connectivity for my client came back on monday evening (21st). Their 3 lines are all up and running.

good to read