ADSL Line Dropping

[wernerhp]

Well...looks like Telkom decided, since they can't drop the prices, they'll make the line drop.

I've been having problems with my ADSL line for the past two weeks. I logged a fault on 18/05/06 and at the time of writing this am still experiencing problems. The line keeps dropping (ie. losing complete connectivity) every 5-15 minutes and 45 phone calls to telkoms adsl support line (of which only about 6 were answered after about a 10 minute wait -listening to that crap phone music) didn't help. Apparently their turn-around time is 48Hours...that would mean they could've fixed this fault 7 times in the past 14 days!

Here's a connectivity log for a SINGLE DAY !

Time Started Time Ended
27/05/2006 00:46 27/05/2006 01:10
27/05/2006 01:10 27/05/2006 01:26
27/05/2006 01:26 27/05/2006 01:36
27/05/2006 01:36 27/05/2006 01:58
27/05/2006 01:58 27/05/2006 02:00
27/05/2006 02:00 27/05/2006 02:13
27/05/2006 02:13 27/05/2006 02:19
27/05/2006 02:19 27/05/2006 02:48
27/05/2006 02:48 27/05/2006 03:09
27/05/2006 03:09 27/05/2006 03:12
27/05/2006 03:12 27/05/2006 03:32
27/05/2006 03:32 27/05/2006 03:42
27/05/2006 03:42 27/05/2006 03:46
27/05/2006 03:46 27/05/2006 03:54
27/05/2006 03:54 27/05/2006 03:55
27/05/2006 03:55 27/05/2006 04:39
27/05/2006 04:39 27/05/2006 04:50
27/05/2006 04:50 27/05/2006 05:28
27/05/2006 05:28 27/05/2006 05:46
27/05/2006 05:46 27/05/2006 05:48
27/05/2006 05:48 27/05/2006 05:54
27/05/2006 05:54 27/05/2006 06:25
27/05/2006 06:25 27/05/2006 06:41
27/05/2006 06:41 27/05/2006 06:51
27/05/2006 06:51 27/05/2006 07:01
27/05/2006 07:01 27/05/2006 07:04
27/05/2006 07:04 27/05/2006 07:10
27/05/2006 07:10 27/05/2006 07:17
27/05/2006 07:17 27/05/2006 07:19
27/05/2006 07:19 27/05/2006 07:30
27/05/2006 07:30 27/05/2006 07:44
27/05/2006 07:44 27/05/2006 08:01
27/05/2006 08:01 27/05/2006 08:05
27/05/2006 08:05 27/05/2006 10:10
27/05/2006 10:10 27/05/2006 10:48
27/05/2006 10:48 27/05/2006 11:04
27/05/2006 11:04 27/05/2006 11:07
27/05/2006 11:07 27/05/2006 11:09
27/05/2006 11:09 27/05/2006 11:23
27/05/2006 11:23 27/05/2006 11:37
27/05/2006 11:37 27/05/2006 11:50
27/05/2006 11:50 27/05/2006 11:55
27/05/2006 11:55 27/05/2006 12:09
27/05/2006 12:09 27/05/2006 12:46
27/05/2006 12:46 27/05/2006 13:13
27/05/2006 13:13 27/05/2006 13:16
27/05/2006 13:16 27/05/2006 13:20
27/05/2006 13:21 27/05/2006 13:41
27/05/2006 13:42 27/05/2006 14:20
27/05/2006 14:20 27/05/2006 14:27
27/05/2006 14:27 27/05/2006 14:28
27/05/2006 14:28 27/05/2006 14:33
27/05/2006 14:33 27/05/2006 14:35
27/05/2006 14:35 27/05/2006 14:44
27/05/2006 14:44 27/05/2006 14:46
27/05/2006 14:46 27/05/2006 14:49
27/05/2006 14:49 27/05/2006 14:51
27/05/2006 14:51 27/05/2006 15:14
27/05/2006 15:14 27/05/2006 15:17
27/05/2006 15:17 27/05/2006 15:20
27/05/2006 15:20 27/05/2006 15:28
27/05/2006 15:28 27/05/2006 15:38
27/05/2006 15:38 27/05/2006 15:55
27/05/2006 15:55 27/05/2006 16:15
27/05/2006 16:15 27/05/2006 16:36
27/05/2006 16:36 27/05/2006 21:51
27/05/2006 21:51 27/05/2006 22:02
27/05/2006 22:02 27/05/2006 22:06
27/05/2006 22:06 27/05/2006 22:14
27/05/2006 22:14 27/05/2006 22:24
27/05/2006 22:24 27/05/2006 22:35
27/05/2006 22:35 27/05/2006 22:38
27/05/2006 22:38 27/05/2006 22:44
27/05/2006 22:44 27/05/2006 22:53
27/05/2006 22:53 27/05/2006 23:02
27/05/2006 23:02 27/05/2006 23:07
27/05/2006 23:07 27/05/2006 23:19
27/05/2006 23:19 27/05/2006 23:21
27/05/2006 23:21 27/05/2006 23:23
27/05/2006 23:23 27/05/2006 23:26
27/05/2006 23:26 27/05/2006 23:43
27/05/2006 23:43 27/05/2006 23:55
27/05/2006 23:57 28/05/2006 00:07

If someone can provide me with a phone number for a manager or something so I get this fixed, I'll be very thankful. Please let me know if there's anybody else experiencing this problem. I'm from Lynnwood Glen in Pretoria.

 

[guest2013-1]

0800375375

You log a fault, insist that they give you a reference number and let them check it out. Could be your line has some serious noise on it and the techie should be able to fix.

Make sure its not your modem though.

 

[wernerhp]

Telkom Sucks

I've already tried these numbers and I have a reference number dated 180506...
0822357357 Telkom ADSL Support ext.3
0800652652 Telkom Non-Voice DSL Support ext.2
0800653653 Telkom Non-voice Repair Devision ext.1

I'm already waiting 2 weeks for them to "check it out". The modem is less than 2 months old and they tell me they can see there's something wrong with the line. They just don't friggin' do anything about it!

 

[Peter_J]

See how they deal with my dropping line:
http://mybroadband.co.za/vb/showthread.php?t=44388

 

[wernerhp]

http://mybroadband.co.za/vb/showthread.php?t=44388

Oh, just great!

The conversation you had with the guy is so typical! They phoned me on friday and asked whether the line was fixed, so I told then that I haven't had a chance to test it and that they should phone me the next day. So Saturday they phone me and I tell them that the line is still faulty. The guy replies "ok" and hangs up. I want to strangle him and everybody else that works for telkom!

So what do we do?

I've even threatened to terminate my contract, which shouldn't cause me any problems, since they already breached it by not providing me the complete service I'm paying for...but then I'm without DSL... :-|

Can't wait for SNO Telecoms to get their DSL services ready...

Peter, would you mind giving me a phone number for your "contacts at Telkom"?

 

[Peter_J]

The contacts were my ISP's contacts - their CAM ( Corp Account Manager ) - AFAIK. I have relogged the fault ( stuff all happened with the last one ) and the guy I spoke to seemed to think it important to get the word "intermittent" onto their fault log.

You just HAVE to take these things slowly - you CANNOT beat Telkom. You will just give yourself a coronary. They feel no pain for your contract, or any other contract. The only ways, apart from patience, are drink, religion or suicide - none of which I would recommend.

Edit - sorrry forgot. My Telkom contacts are very much in PMB/DBN and job related, so if you aren't here they wont be able to help.

 

[wernerhp]

SASA Stats on this fault
http://www.bluesteel.za.net/log.jpg

Oi! How did that creep in there Thanks Peter!

PLEASE NOTE: The above link is hosted on the faulty line, so if you can't access the file immediately, give it a minute and try again... soz for the booboo...

 

[Peter_J]

Typo in your link I think. steel not tseel.

 

[ForSure]

i have had the same problem this week with my line dropping so i logged a fault and last nigh and they told me there is a problem with the exchange(again?) and one of the atm cards and faulty and most of the circuits are down they are still attending to the problem
lets see how long it takes to get it fixed ....

 

[wernerhp]

Amazing...seems like telkom is keeping to their 336 Hour turn-around time...took them two whole weeks and a threat to terminate the contract to have them look at my fault. My most recent session started at 14:19 and it's still connected, so hopefully it's fixed now.

TELKOM still SUCKS though...

Thanks to all who replied...

 

[TonyA]

Had same problem with dropping connection. Logged a fault on 30 May. Was then phoned and told its my ISP taking readings for month end. After some dispute I hang up. This morning I get some technician asking about fault. I tell him story. Line intermittent all day. At 17h today I get technician asking if fault is repaired. Tell him sync light is on but don't know if fault is fixed. After long argument eventually I say I will say fault is fixed and in the meantime monitor adsl and if neccessary report new fault. Could be a mind blowing experience I think!

 

[wernerhp]

Think I'll just tell 'em it's still broken if they phone me and ask about it...let them figure it out for themselves...waste their time like they wasted mine...
Maybe if I keep the fault open and want to log a new one in the future they'll react quicker if they see the reference number is a couple of months old? Or maybe not...worth a try though

 

[wernerhp]

Always fear...telkom's here!

Ok...back to square one? I hope not...
I just got disconnected again...ie. problem not fixed...
will keep posted...

 

[Peter_J]

Always fear...telkom's here!

Ok...back to square one? I hope not...
I just got disconnected again...ie. problem not fixed...
will keep posted...

Eish! Hang in there man! Vasbyt and all that.

 

[wernerhp]

some numbers that might help...

http://www.fixx.co.za/index.php?module=showpost&id=70

 

[Kalvaer]

1) Make some coffee.. a Big pot.
2) Phone telkom on 0800375375
3) When your Coffee is finished, go make another pot
4) If somebody finally answers, ask to speak to a manager in charge
5) If you can get hold of one, explain that you have logged a call on the 18th already and nothing has been done, and you insist they push it up to tier 2 status
6) Give all your old reference numbers (since the always forget them) and get your new reference number for today, it will be XXXARK020606
7) Ask the Manager to also make sure that the Tech who comes out, comes with the correct tools to allow him to check for line break faults and bad joints on the cable (supposedly there are only 3 or 4 of this in SA)
8) Wait 3 weeks, Repeat above and dont hang up the phone until its pushed up to tier 3 status.
9) If you ever get a techie out, make sure they test your line attuenuation and Signal to Noise Ratio Margin.
10) Also get them to check all the connections from your box to the exchange and check for any Line faults and copper rust

11) Pray.. and good luck

Notes: I had a simular problem, things like cold weather and rain used to make my line drop when ever it wanted to, sometimes every 30 min, sometimes every 2 secs for 3 hours. It turned out that there was copper rust on the joints at the poles, Temperature changes cause the rust and the copper cables to expand at different rates causing a line short, However most telkom techies wont pick it up since a line short still allows the line to work.. for voice.. just not for ADSL

 

[wernerhp]

Thanks for the reply Kalvaer. Will try it. Just hope I don't die from that phone music before someone answers...that stuff's horrible and it tends to haunt you for weeks on end. You'll find yourself humming it a the supermarket. Maybe they're trying to brainwash all clients...or they like to have us angry when they answer...oh well...

The thing with these people is this. You phone them a gazillion times and thell them what your problem is. Then they just tell you that they're sending the details through to the fault department or whatever. So you phone that department. They say they just have to assign it to a techie...but the techie never does anything. I think some of the people that post here know more than those so-called 'technicians'. At the rate things are going, I'm going to be speaking to the CEO of Telkom who's gonna tell me to go go another provider, because he doesn't care as long as he makes enough zeros...

Anyhoo...

Will keep posting...

 

[wernerhp]

I spoke to Steyn yesterday. This morning I got a call from Telkom saying that a guy named Olrich would come and look at my fault. An hour later the guy showed up. He did a test on the line using the Marconi POTS modem (ADSL Diagnostic - Ctrl + Shift + Click the Marconi Logo) It showed Near errors. So he went outside and checked the connection from the pole to my house and then redid the connection to my house.

Ok...so Telkom just phoned me again, asking if the technician was here and whether the line is working now... <drum roll> As the guy asks me if the line is up, it loses it's sync... I tell him, no. So although the guy was here, it's still not working. Now I'm wating for the technician to come back...

 

[wernerhp]

"Dis TelKom...jy moet Tel hoeveel keer hulle na jou toe Kom"

This is getting rediculous! The guy's been here and gon 4 times now...telling me it might be fixed, but I have to monitor the line. Everytime he leaves I phone him 20 minutes later telling him the line dropped. <sigh>

 

[wernerhp]

The verdict...
Technician:"I spoke to the guy at dispatch. We can't find what's wrong with the line. They'll sends someone with and ADSL tester on Monday."

!@#$