This question is directed more at people with experience in managing clients with telkom lines or telkom wholesale providers.
How do you deal with a flapping line.
Say the line drops every hour or two and loses sync for 10 minutes. How does one get telkom to resolve this issue?
If you open up a fault report, they send an idiot around to your premises (Ive actually had to teach one of these guys to program a router correctly). The guy looks. Tests the line and cant find a problem.
Thats because the flap happens once every hour or two and he is not testing the line at the moment the line flaps. So he goes back to his office. Marks the fault as sorted (sometimes a week later... which is frustrating cause you cant open a new fault report until the old one is closed).. but its not.
Its annoying because you cant reopen a closed fault. You have to open a new one and you are limited to explaining the problem in 250 characters or less :/ Apparently they work on sms there or something.
Whats the best way to deal with this type of issue?
Right now my only recourse is to report the problem over and over again (normally 4 to 6 times) until they sent a competent techie around who monitors the line and fixes it. This ends up taking 2 to 3 months :/
How do you deal with these issues?
How do you deal with a flapping line.
Say the line drops every hour or two and loses sync for 10 minutes. How does one get telkom to resolve this issue?
If you open up a fault report, they send an idiot around to your premises (Ive actually had to teach one of these guys to program a router correctly). The guy looks. Tests the line and cant find a problem.
Thats because the flap happens once every hour or two and he is not testing the line at the moment the line flaps. So he goes back to his office. Marks the fault as sorted (sometimes a week later... which is frustrating cause you cant open a new fault report until the old one is closed).. but its not.
Its annoying because you cant reopen a closed fault. You have to open a new one and you are limited to explaining the problem in 250 characters or less :/ Apparently they work on sms there or something.
Whats the best way to deal with this type of issue?
Right now my only recourse is to report the problem over and over again (normally 4 to 6 times) until they sent a competent techie around who monitors the line and fixes it. This ends up taking 2 to 3 months :/
How do you deal with these issues?