ADSL Down Telkom Useless What Recourse do I have?

Q

qu1k_sh0t

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Hey Guys,

I wonder if anyone here can point me in the right direction. I am a 21 year old lad who is living alone and need some assistance. My ADSL went down on the 31st January and it was blamed on a Network fault. The network fault was cleared and telkom decided to just clear EVERY fault based on that network. That practice makes sense I suppose.

However the problem is, I called back after receiving the messaging saying your DSL is working now, to tell them it is still not. It has been over 2 weeks and I have been waiting for a technician to look at it. The call centre is useless and don't know anything as it is the technical department that has been assigned the job. A call centre agent explained to me, that once they pass it onto the techies it is there baby. And teh reason they have not looked at my line at all in the 2 weeks is due to the Network fault being cleared. So they just see it saying network fault and ignore my personal fault which is still unresolved.

I have already called the accounts department and claimed nearly R300 back for down time on my line, however I want to know what the best route going forward is? I have my fault number and I would like to pass on this information to someone that can either use it, or shout at Telkom for me.

Thanks in advance.

I am fed up with this nonsense.
 
I do, the last communication I had with Telkom was them SMS'ing me to say the fault is with a Technician and I must wait for him to do something.

My land lord who is on the same exchange has her connection working again but mine alas is still dead :(
 
Call 10215 and ask them to escalate, explaining to them you have been without service for two weeks.
 
And make sure you get details... ref number, operator's name, time, etc.

EDIT: Check your PM for some tips!
 
keep all your reference numbers and keep using the same reference numbers every time you call, call them frequently and pester the hell out of them until you get joy.
 
Garyvdh said:
keep all your reference numbers and keep using the same reference numbers every time you call, call them frequently and pester the hell out of them until you get joy.
Click to expand...

Is there no competiton or complaint body I can give the information to? I phone Telkom twice a day, every morning and around middle / late afternoon as well however this avenue has literally gotten me nowhere. Due to the nature of my fault the technicians don't even look at it. But yeah I am just gonna have to wait it out. Nothing else I can do really :/
 
qu1k_sh0t said:
Is there no competiton or complaint body I can give the information to? I phone Telkom twice a day, every morning and around middle / late afternoon as well however this avenue has literally gotten me nowhere. Due to the nature of my fault the technicians don't even look at it. But yeah I am just gonna have to wait it out. Nothing else I can do really :/
Click to expand...

Before 21 days, no.

Look in the front of your telephone directory - there is a fault escalation procedure.
 
qu1k_sh0t said:
Is there no competiton or complaint body I can give the information to? I phone Telkom twice a day, every morning and around middle / late afternoon as well however this avenue has literally gotten me nowhere. Due to the nature of my fault the technicians don't even look at it. But yeah I am just gonna have to wait it out. Nothing else I can do really :/
Click to expand...

Mine went on for three months until the right technician finally came along who found the fault. My line was dropping all the time every few minutes. It went on from January to March last year. They finally traced the fault to a faulty wire from our premises to the perimeter. But none of the other ten technicians who had come out had thought to look there. So you just have to persist until you finally get a technician who knows his stuff or is thorough enough to sort your problem out.

You can complain to ICASA... but they are worse than Telkom. They couldn't help a baby crap in a nappie.

If you are getting no joy with Telkom ask them to "escalate your fault" .. if you have already escalated it ask to speak to a senior manager. Keep pushing it higher. We've all been there.
 
Last time I tried, their customer care division is no longer accessible to you. You can only send an email to [email protected] quoting your ref number or send them a fax to some number.

I'd like to escalate my problem to the CEO's office right now....been 5 weeks since the last fault was logged....been 8 months with the problem, but guess what...you can't since the only official way to do that was via customer care.

You can also no longer insist on talking to a supervisor/manager either....they just put you through to the non existent 'customer care' division.

As a customer, you're stuffed.

I pray for Neotel to sort out their stuff, GSM to lower their data tariffs, HSPA+ to be rolled out nationally...anything that would be able to provide proper, reliable, high performing broadband internet. When that happens, Telkom will not see a single cent from my hard earned cash ever again.
 
Remember to claim the time back from Telkom, every sent you're paying while the line is unusable can be claimed back from them. Just keep the order numbers and dates on-hand - 10210.
 
Johnfpro said:
+1 (though I hate doing it)

TiA
Click to expand...

I am getting to the point where this is what I want to do. But I don't even know which exchange I am connected to. So do I just stop by the Telkom truck in my area and tell the dude to help? What key words do I use?

Cannot believe I am seriously considering this :( I just need this connection back, I have a freaking clan to run!
 
Hey dude, turns out all my bitching and moaning actually got me somewhere. Some manager somewhere took my call and actually got the problem solved.

Shot for the advice, pity I can't get telkom in trouble for this though :/ it is so frustrating.
 
Cornering a techie is definitely one option - infact, I didn't even have to pay the guy - I just pulled over next to him, had a friendly chat for a few minutes, and then he called up a friend who is an ADSL tech in the area and they came over. I'd recommend grabbing a coke from the garage (or a cup of coffee and a cup of tea if it's a cold day) if you do see a tech :)

Otherwise, and it's a bit random, but upgrade your line to a "business" line. You get exactly the same service for about R100 extra a month, if I remember correctly - *BUT* Telkom promises to have a technician at your house within 24 hours of the fault being logged (Mmmm - maybe 48 hours - but it's quicker than 2 weeks), and they seem much more responsive to repeated complaints. Just a suggestion - hope you come right!
 
Artagra said:
Cornering a techie is definitely one option - infact, I didn't even have to pay the guy - I just pulled over next to him, had a friendly chat for a few minutes, and then he called up a friend who is an ADSL tech in the area and they came over. I'd recommend grabbing a coke from the garage (or a cup of coffee and a cup of tea if it's a cold day) if you do see a tech :)

Otherwise, and it's a bit random, but upgrade your line to a "business" line. You get exactly the same service for about R100 extra a month, if I remember correctly - *BUT* Telkom promises to have a technician at your house within 24 hours of the fault being logged (Mmmm - maybe 48 hours - but it's quicker than 2 weeks), and they seem much more responsive to repeated complaints. Just a suggestion - hope you come right!
Click to expand...

Most of the techies will NOT take your money - it's not worth losing their job for R100!! It's just luck of the draw that you get a good techie...

He came right before 10am the next day!
 
Lucky guy to have this sorted out...I reported a problem on 05/02/2010, and have been given the run around....no solution as yet....first mine was linked to a bulk fault, which was cleared - but my line is still down.
Any ideas????
 
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