This was gonna be a wondefully long rant on how useless they are, but after phoning them again and speaking to BY FAR the most useful helpdesk person I have ever had the pleasure to speak to, I have to admit they do know about service.
The story:
I've had account with them for a while now (normal ADSL). I then moved house and had to wait for telkom to install a phone line and then applied again for a one price account through them. In the meantime they ever so kindly kept my account active so my email address didn't have to change. This I did on the 24th of July and they sent the application to telkom on the 25th July. Now theres a 7-21 day wait for the ADSL. Now me being the normal "I can't wait until I have ADSL again" type of person I emailed them on the 10th for an update. I then got sent the order number. Again on the 14th I emailed them and was told telkom had just so nicely decided to allocate a port to me (thanks telkom). Now on tuesday this week of course its 20 days since (as far as I knew) the application was sent to telkom. I kindly phoned and was less than happy and the guy on the phone didn't exactly make me happy with them. But today I phone and get the best example of a helpdesk support person (I didn't even get his name
). He spend a good 15mins explaining what actually happens.
On the 25th they sent telkom an application. Telkom reject it due to no ports avalible. Telkom then DELETE the application so they have no record of it. Cybersmart then send the application in again and continue this process until telkom grant the application. Part of this process involves Cybersmart having to find out the exact meaning of "No Ports", this can have many meanings of "We don't like your area so we have no plans for more ports", "HAHAHAHA, we broke a port, so just wait" and so on. So now on the 14th August telkom finally had ports avalible and begun the normal process. So according to Telkoms system they are still happily withing the 21 day deadline. Cybersmart as well follow up every day on applications to find out the progress of the application.
And to add more Telkom nonsense to the mix, whilst I have the order number, they are as we all know, stupid, and unless the support bloke on the other end understands the concept of a wholesale ADSL order they will change it to a retail order and then allocate new ports and the whole thing begins again. So now inorder to avoid more frustration I wont be waiting the 30mins+ for telkom to answer.
The only critisim I still have of Cybersmarts system is that they do not keep the customer informed enough of the progress. If i had known this is what is happening and why its taking so long I would not have had to phone ready to scream and shout and demand things.
*EDIT*
ADSL is now sorted, modem is on its way, YAY
The story:
I've had account with them for a while now (normal ADSL). I then moved house and had to wait for telkom to install a phone line and then applied again for a one price account through them. In the meantime they ever so kindly kept my account active so my email address didn't have to change. This I did on the 24th of July and they sent the application to telkom on the 25th July. Now theres a 7-21 day wait for the ADSL. Now me being the normal "I can't wait until I have ADSL again" type of person I emailed them on the 10th for an update. I then got sent the order number. Again on the 14th I emailed them and was told telkom had just so nicely decided to allocate a port to me (thanks telkom). Now on tuesday this week of course its 20 days since (as far as I knew) the application was sent to telkom. I kindly phoned and was less than happy and the guy on the phone didn't exactly make me happy with them. But today I phone and get the best example of a helpdesk support person (I didn't even get his name
). He spend a good 15mins explaining what actually happens.On the 25th they sent telkom an application. Telkom reject it due to no ports avalible. Telkom then DELETE the application so they have no record of it. Cybersmart then send the application in again and continue this process until telkom grant the application. Part of this process involves Cybersmart having to find out the exact meaning of "No Ports", this can have many meanings of "We don't like your area so we have no plans for more ports", "HAHAHAHA, we broke a port, so just wait" and so on. So now on the 14th August telkom finally had ports avalible and begun the normal process. So according to Telkoms system they are still happily withing the 21 day deadline. Cybersmart as well follow up every day on applications to find out the progress of the application.
And to add more Telkom nonsense to the mix, whilst I have the order number, they are as we all know, stupid, and unless the support bloke on the other end understands the concept of a wholesale ADSL order they will change it to a retail order and then allocate new ports and the whole thing begins again. So now inorder to avoid more frustration I wont be waiting the 30mins+ for telkom to answer.
The only critisim I still have of Cybersmarts system is that they do not keep the customer informed enough of the progress. If i had known this is what is happening and why its taking so long I would not have had to phone ready to scream and shout and demand things.
*EDIT*
ADSL is now sorted, modem is on its way, YAY
Last edited:
