Copper entry point not found? (fibre install related)

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Axen

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This may seem like an odd thread heading but it's entirely relevant.

Today telkom fibre installers arrived at my house and were unable to pinpoint the entry of the copper into my house. We know where the single telephone access point is (inside the house) but outside the boundary walls of the house everything's a mystery. The house is part of a security estate so there are telkom man holes everywhere (which they did not go near).

When they couldn't find the entry point they indicated they would hand it over to "contractors". It's been 2 weeks since i place my order which is not bad. I know some of my neighbors have fibre already (without needing "contractors").

How long do "contractors" take to follow up after a failed install attempt?

Because my copper line is canceled from the end of the month :cry:

Address - Plattekloof 4.
 
Axen said:
This may seem like an odd thread heading but it's entirely relevant.

Today telkom fibre installers arrived at my house and were unable to pinpoint the entry of the copper into my house. We know where the single telephone access point is (inside the house) but outside the boundary walls of the house everything's a mystery. The house is part of a security estate so there are telkom man holes everywhere (which they did not go near).

When they couldn't find the entry point they indicated they would hand it over to "contractors". It's been 2 weeks since i place my order which is not bad. I know some of my neighbors have fibre already (without needing "contractors").

How long do "contractors" take to follow up after a failed install attempt?

Because my copper line is canceled from the end of the month :cry:

Address - Plattekloof 4.
Click to expand...

What does the copper entry point have to do with installing fibre?
 
They may have to run a new route but my house is surrounded by a cement / paving mote.

They intend to pull through existing (not old) copper trunking.

The estate was supposedly built with fibre in mind. :'(
 
Spoke to Telkom call centre rep now. She gave me an ETA of a working week (5 days). She also said that the contracts operate outside of the sale department (or something like that). They have their own schedule and have been informed that they need to pull the fibre to my house.

I'm now at the mercy of their schedule next week. Once they've pulled the fibre (on an unknown date) then only will the technicians be informed to finish the installation which could be another random amount of time after that.
 
Haven't heard from the contractor's yet. Doesn't look like I'm going to see them this week :'(

Also, can't contact them directly since they don't operate in any telkom call centre.
 
Spoke to a rep in the 10210 call centre today who said vumatel contractors are doing telkom fibre installations. This doesn't sound right.

Another day has past and nothing from Telkom. I no longer have internet at home because my copper is canceled.

More fun facts, apparently the contractor can charge R200 approx per meter for trenching. Who knew digging a hole and covering it back up was so expensive.
 
Axen said:
More fun facts, apparently the contractor can charge R200 approx per meter for trenching. Who knew digging a hole and covering it back up was so expensive.
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R200.00 p/m sounds cheap. Probably a rate for trenching in grass. If it's cement or tar, it will probably be more. If it's paving, it gets expensive.
 
dotVIBE said:
R200.00 p/m sounds cheap. Probably a rate for trenching in grass. If it's cement or tar, it will probably be more. If it's paving, it gets expensive.
Click to expand...

Flat rate on telkom QA site. Doesn't differentiate by surface. I would likely do it myself before I pay someone R200 per meter. Especially since I have all the skill set and tools. Just wish they would call me and arrange a date.
 
Day 10 (since the installers visit) and I still haven't heard from Telkom about contractors. I've logged a fault for fibre install outstanding. I've requested that another technician come to the house to install it. I've also called different parts of the 10210 number every day.

:'(
 
Day 12 (since the installers visit). I've received contact from TelkomZA and the installation team at Telkom are looking into my order.
 
Day 15 - spot to telkom agent today on web chat and they said the order is now with "cable department". Does anyone have any experience to share from the Cable department?

Agent also indicated that it was only handed over to them 7 June and that I would probably only receive and update from Telkom on 14 June.

Throughout this whole time (2 weeks since technicians visit) I have not actually received any communications from them - I've had to make all the follow up calls myself. Ridiculous. (6 weeks since order date)
 
Axen said:
Day 15 - spot to telkom agent today on web chat and they said the order is now with "cable department". Does anyone have any experience to share from the Cable department?

Agent also indicated that it was only handed over to them 7 June and that I would probably only receive and update from Telkom on 14 June.

Throughout this whole time (2 weeks since technicians visit) I have not actually received any communications from them - I've had to make all the follow up calls myself. Ridiculous. (6 weeks since order date)
Click to expand...

Welcome to uselesskom and their useless service. Dont stress, it will happen eventually.
 
Virtually zero means of contact to the people I need to speak too. All I can do is log faults and chat to sales and technical until they see that my account is riddled with requests. The most helpful part of this experience was a chat I had with a tech support agent on their chat service. The call center hasn't really got me anywhere.

PS. Today I hello petered them. I don't see how a business can accept an order and then only complete the order in 7+ weeks when the area is kitted out for fibre already. They've essentially forgone 2 months of service rental (I don't understand the telecom business more). :sick:
 
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Jeez, they'll probably jump now that you've HelloPetere'd them. I find complaining is what motivates them best sometimes. :D
 
If it's resolved in a reasonable time from the complaint I'll happily give them a good review. With a big disclaimer, "it's not all sunshine and roses on the fibre order system". I shouldn't have to resort to complaints - no one should.
 
It's been over two weeks since the technicians visited and Telkom have still not contacted me regarding my order. Today a call centre agent i spoke to said the technicians (from the initial visit) left comments on the system but never left their names. This removes all accountability - and the ability to follow up on smaller details. For a service delivery company every step of the process should be well documented. Cable department still has my order...who ever they are, they seem to have bitten off more than they can chew.
 
I cannot see why Telkom is struggling like this.... They should have it the easiest off all the companies. The already have copper into the houses, that runs through a pipe, so it should be easy to replace it. It also should cost them less since they dont have half the digging to do what the rest of the companies has to do. But hey, I have long since lost all hope for uselesskom... sorry i mean Telkom do do anything right since they are just too flippen dumb to talk to.
 
Axen said:
It's been over two weeks since the technicians visited and Telkom have still not contacted me regarding my order. Today a call centre agent i spoke to said the technicians (from the initial visit) left comments on the system but never left their names. This removes all accountability - and the ability to follow up on smaller details. For a service delivery company every step of the process should be well documented. Cable department still has my order...who ever they are, they seem to have bitten off more than they can chew.
Click to expand...

Stay strong. Keep on complaining and always escalate to a manager when you can. The higher up you go, the more people get forced to do their job.
 
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