ASA / CPA concern with Telkom advertised Line speed.

[Comix]

Hi,

I recently tried to upgrade my 8Mb line to a 20Mb line however the process was halted by Telkom due to a low SnR reading of 10db. According to Telkom the doubling of line speed would likely push my SnR to below 6db causing sync issues.

My concern is that, according to the Telkom coverage website I should be able to get a 40Mb VDSL line. My line attenuation is 8.5db and SnR around 10-12db on a 10Mb line. The Telkom technician explained that the lines in the area are old a degraded which is why the SnR is so low (considering I'm 600m from a road cabinet).

Since Telkom advertise 40Mb however are only able to deliver a quarter of that (due to aging infrastructure), do I have grounds to complain to the ASA or lodge a complaint in accordance to the CPA.

Regards,
C

 

[Mr.Jax]

Well good luck is all I can say.

What I did observe when I moved into my new house last year, which has 40Mbps VDSL coverage.
I asked the previous owners to show me their DSL stats before I purchased (ja i know...nerdy right? ) and at that time he was synced at 10Mbit, but had terrible SNR.

Log story short, when they installed my 20Mbps VDSL line it also initially only sync'ed on ADSL and the SNR was terrible (borderline 6dB).

As soon as Telkom switched it to VDSL, the SNR's improved drastically (I'm talking 25dB+ SNR MARGINS).

So...yet again you are dealing with laymans that side. They should just try the sync at 20Mbps VDSL and then make a decision.....

Perhaps @TelkomZA or @HelloTelkom can assist you. I'm not sure if TelkomZA still serves people via the MyBB private messaging, but worth a try too.

Good luck!

 

[Comix]

Thanks for the feedback Mr.Jax

At the moment it's just back and forth between incompetent Telkom/Openserve staff.

139ANK110417
11-Apr: Requested Line change from 8Mb to 20Mb
11-Apr: Line speed updated from 8Mb to 20Mb
12-Apr: Called logged due to line sync issues, SnR dropping below 0db

115ANK220517
14-Apr: Requested Line change from 20mb to 8mb so solve sync issue
14-Apr: Telkom indicated that fault was resolved.
14-Apr: Support called logged as no improvement to SnR problem made.
10-May: Telkom Indicate that fault is resolved.
10-May: Requested Line change from 8mb to 20mb
22-May: Line Upgrade rejected due to bad SnR
22-May: Support called re-logged as no improvement to SnR problem made.

370CNZ300517
30-May: Support call logged due to no response to above 115ANK220517.
3-Jun: Telkom Indicate that fault is resolved.
3-Jun: Requested Line change from 8mb to 20mb
5-Jun: Order confirmed placed ref: 162696303A
6-Jun: Telkom Service Manger confirmed still a fault on the line, Escalated to Tech for dispatch
12-Jun: Line speed updated from 8Mb to 20Mb. SnR dropping below 0db

 

[MickeyD]

"Best effort" service.

If you insist on max line speed they will simply cancel your order.