We certainly wouldn't want clients to feel we are laying blame on them under any circumstances. Our job is to look at and try every option until we get a solution that works from either our side or the client side. Sometimes our team can run out of ideas, but we encourage our guys to say so, so that it leaves room for assistance from more senior techs, or for the client themselves to suggest alternative routes. In many cases it's a question of trial and error, and in some cases that's a painful process of elimination.
As much as we'd like to simply fix or replace the product, the truth is we need your help to find the problem, as we can't always replicate the scenario. Your PC, your router, you telephone connection, your cabling, your local DSLAM, Telkom's backhaul from that exchange .... you get the idea.
However, if any of our consultants are saying things which do not sit right, or seem like fob off's because they're stuck, PM me, we'll track them down and see if they need more training. And we'll make sure someone else steps up to deliver the right support.
Last edited:
