Lord Farquart
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- Joined
- Nov 27, 2012
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As a follow-up to my previous thread, I got my line fixed and wrote a letter to their escalation manager. Since the fault was reported, not one call from Telkom. Yesterday, after I fixed the fault, I get a call from Telkom to confirm my line is working. Anyway, here is my response. Any reason why I should not take my line and ISP over to MWEB? My neighbor recons MWEB also manages his line. Is that 100% correct, can MWEB take that away from Telkom too?
Hosea
I have been trying, since the 11th of November, to get anybody at Telkom to respond and take me seriously. I have been paying diligently ever since I took up ADSL and before at Telkom Mobile.
Anyway, Things started going wrong on my line and it eventually failed completely. I have 3 separate reference numbers for this fault, including one that Charl Olivier, your Social Media guy logged for me. I have been sitting without internet for I dunno how long. Every time I phone, I have to hold on for 45 minutes to get through to a consultant. Why I believe I am not being taken seriously it that previously, if I had an issue, I was guided through the fault-finding process and connections were reset etc. Currently the operators only listens to my soppy story and then promises something will get done, 3 days later the process repeats itself when I phone again.
Anyway, yesterday I asked my neighbor if I could use his modem to test my line with. Lo and behold, it works, but goes through to MWEB, as that is his SP. So I phoned the call center and explained this to them. OK sir, we will attend to the problem, and she hangs up. No “I will reset the router at SAIX” or “maybe the problem lies with your router”.
So, after thinking about this, and the fact that nobody at Telkom wants to help me, I took the router/modem and went to Telkom in Centurion Center. Confirmed, modem broken and here is a new modem. Came back home, installed, set up and voila, it works.
No why could one of your call center people not have detected this, or suggested that the modem might be faulty. Why could you not have sent out a techie to diagnose/confirm this. Why send me daily messages that you are aware of the problem and will give me an out of service rebate. Why, why? At the end of the day you guys helped me nothing. I had to, at my expense, drive to Centurion and wait in the queue for hours to get the fault fixed. My time, fuel and your lack of service have cost me dearly.
My neighbor also had ADSL with you guys, line rental and ISP. He has now moved over to MWEB. I stayed with Telkom, although my line speed and service up time was not good (He gets 3,8-4Mbps on his line. At best I get 3,2Mbps) I thought better the devil you know. So I checked out the MWEB deals. First of all, I am paying R200 more at Telkom for the equivalent package at MWEB. For the same price, I could get a premium account at MWEB. That would actually be nice as you guys throttle the crap out of my ADSL when I need it most.
So, in conclusion, I fixed the problem at my own expense when you guys refused to do it. I am back on line, but, when I cool down, I will decide if I will stay with you guys or move over to MWEB too. At the moment there is nothing keeping me here with you guys.
Now I bet you did not read all of this. I guess I just wrote this to vent my anger and frustration. If you did, good on you.
Regards
Martin
Hosea
I have been trying, since the 11th of November, to get anybody at Telkom to respond and take me seriously. I have been paying diligently ever since I took up ADSL and before at Telkom Mobile.
Anyway, Things started going wrong on my line and it eventually failed completely. I have 3 separate reference numbers for this fault, including one that Charl Olivier, your Social Media guy logged for me. I have been sitting without internet for I dunno how long. Every time I phone, I have to hold on for 45 minutes to get through to a consultant. Why I believe I am not being taken seriously it that previously, if I had an issue, I was guided through the fault-finding process and connections were reset etc. Currently the operators only listens to my soppy story and then promises something will get done, 3 days later the process repeats itself when I phone again.
Anyway, yesterday I asked my neighbor if I could use his modem to test my line with. Lo and behold, it works, but goes through to MWEB, as that is his SP. So I phoned the call center and explained this to them. OK sir, we will attend to the problem, and she hangs up. No “I will reset the router at SAIX” or “maybe the problem lies with your router”.
So, after thinking about this, and the fact that nobody at Telkom wants to help me, I took the router/modem and went to Telkom in Centurion Center. Confirmed, modem broken and here is a new modem. Came back home, installed, set up and voila, it works.
No why could one of your call center people not have detected this, or suggested that the modem might be faulty. Why could you not have sent out a techie to diagnose/confirm this. Why send me daily messages that you are aware of the problem and will give me an out of service rebate. Why, why? At the end of the day you guys helped me nothing. I had to, at my expense, drive to Centurion and wait in the queue for hours to get the fault fixed. My time, fuel and your lack of service have cost me dearly.
My neighbor also had ADSL with you guys, line rental and ISP. He has now moved over to MWEB. I stayed with Telkom, although my line speed and service up time was not good (He gets 3,8-4Mbps on his line. At best I get 3,2Mbps) I thought better the devil you know. So I checked out the MWEB deals. First of all, I am paying R200 more at Telkom for the equivalent package at MWEB. For the same price, I could get a premium account at MWEB. That would actually be nice as you guys throttle the crap out of my ADSL when I need it most.
So, in conclusion, I fixed the problem at my own expense when you guys refused to do it. I am back on line, but, when I cool down, I will decide if I will stay with you guys or move over to MWEB too. At the moment there is nothing keeping me here with you guys.
Now I bet you did not read all of this. I guess I just wrote this to vent my anger and frustration. If you did, good on you.
Regards
Martin
