ADSL not Synching

[TheSlinger]

My new line won't synch (after a month of fighting, finally get told it's active), Axxess tells me to talk to telkom, telkom to talk to axxess. Both claim theres nothing wrong on thier side. However i have managed to get telkom to log a fault and hopefully a tech will be coming out sometime before next year.

Telkom says

the order with the number xxxxxxxxx has been completed, however you need to liaison with your ISP to do what ever they need to do (installation).

Axxess says

I see the order still executes on the telkom server, this would mean that telkom completed the order on their side therefore you should then be able to use your adsl line as we will only start billing you once telkom completes the order fully on our side.

In the meantime, i thought i'd get some other input.

I have a TP-LINK TD-W8960N router (brand new), filter came with it.

My phone jack has two sockets. So i plugged the filter into the socket the phone was in, and the phone and the modem into the respective ports on the filter.
I have tried all the combinations of no phone, and router in both of the two slots on the jack.

I'm sure all the settings are correct.

The router dsl light stays off - meaning theres no line synch at all. So I can't even access telkoms webpage with thier guest account.

Pictures of Setup (in case I'm missing something)

https://drive.google.com/folderview?id=0B2OVrw7seRoGX3pqdTZkc2ZlNms&usp=sharing

So in the end I'm asking if anyone can see anything im missing?
and
Would it go any faster if i transferred the line to telkom until this was sorted?

 

[psion]

Plugged in fine, you could try plugging the router directly into the Telkom jack with out any phones plugged in.
However, no settings will "make" it sync.
Light off = no digital signal = line not connected at exchange to DSLAM

Transferring the line will not make it faster, they probably won't allow you as there is a fault/job/order open on it. At the end of the day it doesn't matter with who the line is, Telkom still does the work on the line.

 

[envo]

..... and kids.... this is the reason why you don't get your ADSL line through your ISP. KEEP THE PHYSICAL LINE AT TELKOM

Telkom sees it's ISP controlled, they defer to the ISP because it's their responsibility. The ISP (that only provides you with internet) will blame Telkom because it's Telkom's responsibility to make sure the actual cable connects you to the internet. And then nothing gets done until you strip your moer and bribe someone (or worse)

DONT DO IT PEOPLE. The "savings" on the bundled line is not worth the time and effort

 

[nand]

..... and kids.... this is the reason why you don't get your ADSL line through your ISP. KEEP THE PHYSICAL LINE AT TELKOM

Telkom sees it's ISP controlled, they defer to the ISP because it's their responsibility. The ISP (that only provides you with internet) will blame Telkom because it's Telkom's responsibility to make sure the actual cable connects you to the internet. And then nothing gets done until you strip your moer and bribe someone (or worse)

DONT DO IT PEOPLE. The "savings" on the bundled line is not worth the time and effort

This. ISPs can't support you on these issues, so you're giving them money for free in this instance.
However, having the line with the ISP does give them more control, but you need an ISP who's willing to fight for you when a problem arises.

 

[The Axxess Lady]

My new line won't synch (after a month of fighting, finally get told it's active), Axxess tells me to talk to telkom, telkom to talk to axxess. Both claim theres nothing wrong on thier side. However i have managed to get telkom to log a fault and hopefully a tech will be coming out sometime before next year.

Telkom says


Axxess says


In the meantime, i thought i'd get some other input.

I have a TP-LINK TD-W8960N router (brand new), filter came with it.

My phone jack has two sockets. So i plugged the filter into the socket the phone was in, and the phone and the modem into the respective ports on the filter.
I have tried all the combinations of no phone, and router in both of the two slots on the jack.

I'm sure all the settings are correct.

The router dsl light stays off - meaning theres no line synch at all. So I can't even access telkoms webpage with thier guest account.

Pictures of Setup (in case I'm missing something)

https://drive.google.com/folderview?id=0B2OVrw7seRoGX3pqdTZkc2ZlNms&usp=sharing

So in the end I'm asking if anyone can see anything im missing?
and
Would it go any faster if i transferred the line to telkom until this was sorted?

Good Day Bruce,

Please PM us your Axxess account number or your land line number so that we can follow up for you.

The Axxess Lady

 

[PsyCLown]

I was in a similar situation, with WebAfrica. Was going to get my line through them for a R49 saving per month.
I had issues from the get go and then decided to keep it with Telkom, as soon as I decided that Telkom were very happy to assist and I had my ADSL line up and running the very next day.

If you do want to have your line with the ISP I recommend getting it up and running with Telkom first and then trying to switch over if you really must have it with the ISP.

 

[TheSlinger]

Plugged in fine, you could try plugging the router directly into the Telkom jack with out any phones plugged in.
However, no settings will "make" it sync.
Light off = no digital signal = line not connected at exchange to DSLAM

Transferring the line will not make it faster, they probably won't allow you as there is a fault/job/order open on it. At the end of the day it doesn't matter with who the line is, Telkom still does the work on the line.

Thanks for the reply, I was sure it was nothing on my side. I've made plans to test the router at a friends tonight. But i doubt it's that, it is brand new and everything else works fine (I've set up plex over the wifi network for instance)

Good Day Bruce,

Please PM us your Axxess account number or your land line number so that we can follow up for you.

The Axxess Lady

PM'd, Axxess Lady says she's waiting for feedback from the lines department -- that makes two of us.. I've had a "ticket conversation" there since last month.

Edit:

Recieved feedback via PM, axxess claims:

Youe DSL Sync is not related to your ISP. Your Line is also not with us as yet, it is still “awaiting Telkom completion”. Furthermore, judging by your DSL interrogation, your router is either not plugged in correctly(phone cable from wall jack to router) or it’s faulty.

Please give our Tech Team a call on 0861 300 900 so that they can trouble shoot with you.

I did phone them last night, told me i had to talk to the lines department, which closes by the time i get home.

 

[TheSlinger]

I was in a similar situation, with WebAfrica. Was going to get my line through them for a R49 saving per month.
I had issues from the get go and then decided to keep it with Telkom, as soon as I decided that Telkom were very happy to assist and I had my ADSL line up and running the very next day.

If you do want to have your line with the ISP I recommend getting it up and running with Telkom first and then trying to switch over if you really must have it with the ISP.

Do you think this might fix it sooner? Unless it gets sorted by the time i get home, I'll call Telkom and see if i can get it "un-transferred"

Edit:

Hi Bruce,

We see that you already have a fault logged with Telkom. They will have to come out and investigate what the issue is.The line is not yet with us and therefore is not under our control yet, which means that we unfortunately are limited with regards to troubleshooting on the line. Is soon as the line transfer is complete we will be able to deal with Telkom directly on your behalf.

Guess that means i'm leaving axxess one way or another before i've even started. Off to the telkom shop this afternoon, at least i get to deal with a real person.

 

[PsyCLown]

Do you think this might fix it sooner? Unless it gets sorted by the time i get home, I'll call Telkom and see if i can get it "un-transferred"

Edit:



Guess that means i'm leaving axxess one way or another before i've even started. Off to the telkom shop this afternoon, at least i get to deal with a real person.

Yeah, I would cancel with Axxess and just get the line directly from Telkom.
Telkom are actually really pleasant to deal with for the most part and are pretty quick and efficient. With Axxess out of the picture you have more of a foot to stand on in terms of getting your line issue resolved - Telkom do not have anyone else to blame it on.


If you plug a phone into the port, is there any dial tone at all? Is the telephone line at least active?


The issue I had with Telkom and WA was that I had just had my telephone line installed and Telkom were a bit slow with closing it and there was nothing WA could do about it. So then I decided to call Telkom and see what would happen if I tried to get the ADSL line through them. They also noticed the telephone order was still open, said they would put a request through to have it clsoed by COB that day and then the guy I spoke to said he will place the ADSL order the following morning.

So I waited, then the next morning at around 10AM I called Telkom to follow up (just incase), the telephone line order was closed and my DSL line order had already been placed. At around 11.30 AM / 12PM I got an SMS stating that my ADSL line has been activated and that I must do the self installation.

WA were unwilling to contact Telkom to get it resolved and Telkom don't care about closing a telephone line order "just cuz", if I told them I need it closed as I am getting DSL from WebAfrica they would have made it WebAfrica's problem.

 

[TheSlinger]

Yeah, I would cancel with Axxess and just get the line directly from Telkom.
Telkom are actually really pleasant to deal with for the most part and are pretty quick and efficient. With Axxess out of the picture you have more of a foot to stand on in terms of getting your line issue resolved - Telkom do not have anyone else to blame it on.


If you plug a phone into the port, is there any dial tone at all? Is the telephone line at least active?


The issue I had with Telkom and WA was that I had just had my telephone line installed and Telkom were a bit slow with closing it and there was nothing WA could do about it. So then I decided to call Telkom and see what would happen if I tried to get the ADSL line through them. They also noticed the telephone order was still open, said they would put a request through to have it clsoed by COB that day and then the guy I spoke to said he will place the ADSL order the following morning.

So I waited, then the next morning at around 10AM I called Telkom to follow up (just incase), the telephone line order was closed and my DSL line order had already been placed. At around 11.30 AM / 12PM I got an SMS stating that my ADSL line has been activated and that I must do the self installation.

WA were unwilling to contact Telkom to get it resolved and Telkom don't care about closing a telephone line order "just cuz", if I told them I need it closed as I am getting DSL from WebAfrica they would have made it WebAfrica's problem.

telkom shop says that actually the problem is the wholesale department of telkom which does work for the lines issued to isp's has yet to physically plug the jumper in at the exchange.


The consultant there, found out who was in charge of this, and contacted them. Said that it was very pathetic that it hasn't been done yet, and that axxess wont't simply tell me that. She promised feedback by tomorrow morning latest, and hopefully plugging in by then too.

Here's to holding thumbs, which long since fell off.

 

[furpile]

It seems like you found your problem, but just in case. Plug the router directly into the wall socket without the filter or phone plugged in. About a week after I got ADSL my filter died and it took me a few days to figure this out whilst waiting for Telkom. My line also wouldn't synch. Seeing as I don't have a phone I just left the filter out and its been fine for a few months now.

 

[PsyCLown]

telkom shop says that actually the problem is the wholesale department of telkom which does work for the lines issued to isp's has yet to physically plug the jumper in at the exchange.


The consultant there, found out who was in charge of this, and contacted them. Said that it was very pathetic that it hasn't been done yet, and that axxess wont't simply tell me that. She promised feedback by tomorrow morning latest, and hopefully plugging in by then too.

Here's to holding thumbs, which long since fell off.

Still might not be a bad choice to keep the line with Telkom, or at least get it sorted with Telkom first.
I called this morning to upgrade my 4Mbit line to 10Mbit - got home now and it is at 10Mbit already and working fine

 

[TheSlinger]

Still might not be a bad choice to keep the line with Telkom, or at least get it sorted with Telkom first.
I called this morning to upgrade my 4Mbit line to 10Mbit - got home now and it is at 10Mbit already and working fine

Annallise at Telkom Shop TygerValley fixed it within hours (no idea what she actually did, but she was the only new variable in the equation) and followed up with a phone call to check it was working.

Also advised that i keep the line with axxess until she can reserve a port for me as since i "left" with a voice line only i would "return" with a voice line only.

Thanks everyone for the input

 

[PsyCLown]

Annallise at Telkom Shop TygerValley fixed it within hours (no idea what she actually did, but she was the only new variable in the equation) and followed up with a phone call to check it was working.

Also advised that i keep the line with axxess until she can reserve a port for me as since i "left" with a voice line only i would "return" with a voice line only.

Thanks everyone for the input

Ooh, that is interesting. So even more reason to have the ADSL line setup with Telkom before moving it across to an ISP.

 

[TheSlinger]

Ooh, that is interesting. So even more reason to have the ADSL line setup with Telkom before moving it across to an ISP.

Indeed, we learn from our mistakes though Such is life.

But at least some customer service centers actually help.

 

[PsyCLown]

Indeed, we learn from our mistakes though Such is life.

But at least some customer service centers actually help.

Glad you got it sorted and hopefully others on this forum can learn from your mistake as well