ESS/CRC Threshold

[Kalvaer]

Can anybody tell me what the threshold limit is for CRC or error seconds in SA.

I've been having problems with my ADSL since June. After every call to tech support/Line fault reporting and usually 2-3 weeks. Everything is sorted out.

Last time this happened, one of the Techs rerouted me somehow and everything was working perfectly. Now once again my download speeds have almost completly died. Testing my link with some sites on the internet shows about 2-3kbps Download with upload at about 192kbps.

This time I have been informed that the line is faulty and damaged(seems like it was hit by lightning), yet it is not viable for Telkom to replace the whole line as I am the only person with ADSL on that line and nobody else has complained. I have also been told that the number of errors I am recieving are well with in the specified range of 800 errors per 5 min period (I am receiving +/- 300-400 errors per 5 min period, basically 1 error every second, and my CRC error and error second rate are identical)even from looking at this post http://www.myadsl.co.za/forum/topic.asp?TOPIC_ID=1190&SearchTerms=error,secondsI am getting one hell of a lot higher as i'll hit 7500 errors and CRC errors in 2 hours, never mind 8 days

I have also been informed that my Nieghbours electrical fence is causing the errors.. Which I say fine to, but can not understand why it is only now a problem when this fence has been up for 3 years and never caused any problem when I first got my ADSL.

So basically does anyone know what the ITU standard for max allowed error seconds and CRC's is? 800 seems incredible high to me?

 

[mbs]

Methinx you're entitled to some special service arrangement, as an apparent long-time user of ADSL. Don't hassle with disputing technical issues with them - rather play technically ignorant and force the issue via their Marketing department, emphasising the fact that you've been fed BS about your neighbour's electrical setup, despite the fact that it was up prior to the installation of your ADSL service, also the fact that support have admitted the line was hit by lightning (which is not your problem, but theirs to fix), and so on. Try and get committment from Marketing that they will investigate and have fixed by a specific date/time...

 

[Kalvaer]

I'll give that a try. Wont work to well trying to play stupid since I've proved I know more than anyone else who i've spoken to so far

Any clue as to who to phone to take this further? I'm off overseas in the end of the week and I can see everything just disappearing and my problem being ignored until I return

 

[mbs]

These days it's difficult pinning down the right people, as everything gets routed thru a bloody call centre. For example, for new business you've got to contact 10217, which goes through a call centre. They will then route you thru to the right person in the area where you're located. Try it - you may end up with the right Marketing person, who will in turn apply pressure on the Support people.
Something else that may be worth pursuing - in the front of the telephone book, it says:

<b>Resolving your complaints</b>
<i>It is our desire that every customer contact with Telkom should be a pleasant one. If you experience a problem with your line, please call 10212, or if you have an account enquiry, please call 10210. Ask the agent for a reference number. In those unfortunate instances where a problem arises, Telkom will follow the procedures outlined in this section in attempting to resolve your complaint expeditiously.

1. If you do not believe your problem is receiving the attention it deserves, ask to speak to a supervisor at one of the above numbers. The supervisor will promptly and courteously attempt to resolve your complaint. Please be advised that there will be occasions, due to the nature and complexity of the complaint or problem, where the supervisor will need time to investigate the matter. The supervisor will get back to you as soon as possible with a resolution to your problem.

2. If, after hearing from the supervisor you are still not satisfied, you may escalate your complaint to the office of the Regional Customer Care Manager by calling FreeCall 080 060 0126, and quoting your reference number.

3. In those rare instances where you would like to escalate your complaint further, the Regional Customer Care Manager will provide you with the telephone number of the office of the Chief Executive Officer (CEO) of Telkom. The CEO's office will review your complaint, analyse the steps taken by Telkom employees to resolve your grievance and advise you accordingly.

4. If after giving Telkom the opportunity to resolve your complaint you are still not satisfied, the CEO's office will promptly supply you with the ICASA's telephone number and physical address.</i>

Dunno how much joy you'll get from following this process - good luck!

 

[Kalvaer]

At last

Well this is a very old message, but I have Finally got it resolved and thought I would let you all know!

Since this post back in November. My ADSL line has been up and down like a Yo-Yo. I have written down and logged over 45 faults. In the end of last month I finally had it and told them if the didn't push my calls up to special services I was going to go postal on them. They phoned 2 days later to ask if the call could be cleared and told them NO. After about a week. Somebody finally phoned from special services and Him and I have been speaking back and forth over the last few weeks. Every day with a call and asking me to try new things.

On Monday the guy came over with another Tech, with that wonderfull "tester" of theirs again and tried checking my line. I laughed at first and told them that thing said the line was always ok, Yet it never was. I was told that this tester would tell them things the other testers could not. And well it did!. The found a few problems with High Voltage spikes, at 230m 300m and 600m. (for example) These they went to check and then came back and rince repeat. They hoped that they had solved the problems and have given me 2 weeks to test my line.

Since last week monday my ADSL has not dropped once, I have had 3 crc errors in that whole time, and I'm downloading at almost 52k constantly! My line was also tested and can achieve 4-6 Mbps.

So While I sit back and dream of the days that I can get the 6Mbps. I must say (and this is a very rare thing) But a big thanks to Billy at Telkom Special Services for your Help! Its been almost a year and I am finally getting what I've paid for!

 

[mbs]

Well now... there you go! Amazed to see this thread, quite frankly - resurrected from the days when this forum was still relatively clean and focussed on its main objectives! Glad to hear your situation has finally been resolved - just shows you what perseverance can do. You should try and get some personal details of that Billy fellow, and send him a 6-pack or something (just don't get him into trouble)!

 

[Kalvaer]

Well now... there you go! Amazed to see this thread, quite frankly - resurrected from the days when this forum was still relatively clean and focussed on its main objectives! Glad to hear your situation has finally been resolved - just shows you what perseverance can do. You should try and get some personal details of that Billy fellow, and send him a 6-pack or something (just don't get him into trouble)!

Aint that the truth. Took quite a bit of fighting and getting to know what is what and listening to what the techs said each time and trying to explain that to the call centre each time.

To tell you the truth I almost fell off my chair when my last call I told the women to check my call history, and push my fault through to special services or she can cancel my ADSL while I wait. From what I understands its considered a Tier 3 or higher problem (not sure how many faults you need logged first though, even if I believe your 3rd call should go straight to these them) But the special service guys actually do know what they are talking about and are very willing to try help out.

I actually wish I could post Billy's Number and Email addy here. Though I know every second person would direct their calls and emails to him. If you are battling enough though, and its a serious problem.. You will find him