Exchange 10Mbps Ready - Now What?

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Cyanosis90

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Pretoria
A couple of months ago I upgraded my line from 384kbps to 512kbps as this was the fastest my exchange supported - according to the guys at both the Telkom Store and those at the call centre. Luckily I got the 1024kbps immediately when those upgrades started. What boggled me though, was that I knew of people in my area with 4mbps lines, yet Telkom kept telling me these aren't supported by my exchange.

A few weeks ago I used the exchange checker and it said mine goes all the way up to 10mbps. I rang Telkom and told them to upgrade my line. Naturally they said they can't, but I told them to try and to it anyway. Minutes later I had a 4mbps line... They told me that going from 4 to 10mbps is an automatic process and they can't do it for me?

However, I read of guys that gave Telkom a call and got the faster speeds straight after? Am I to just wait, or can I do something about it? Cause my upload speed is the important one, going from the 1024 to 4mbps line made no diference to me.
 
Cyanosis90 said:
A couple of months ago I upgraded my line from 384kbps to 512kbps as this was the fastest my exchange supported - according to the guys at both the Telkom Store and those at the call centre. Luckily I got the 1024kbps immediately when those upgrades started. What boggled me though, was that I knew of people in my area with 4mbps lines, yet Telkom kept telling me these aren't supported by my exchange.

A few weeks ago I used the exchange checker and it said mine goes all the way up to 10mbps. I rang Telkom and told them to upgrade my line. Naturally they said they can't, but I told them to try and to it anyway. Minutes later I had a 4mbps line... They told me that going from 4 to 10mbps is an automatic process and they can't do it for me?

However, I read of guys that gave Telkom a call and got the faster speeds straight after? Am I to just wait, or can I do something about it? Cause my upload speed is the important one, going from the 1024 to 4mbps line made no diference to me.
Click to expand...

im in the same boat as you, so would also like to know what i got to do
 
Cyanosis90 said:
... Minutes later I had a 4mbps line... They told me that going from 4 to 10mbps is an automatic process and they can't do it for me?

...
Click to expand...

They sold me the same line of BS. I just phoned again weeks later and the upped me to 8Mbps (can't do 10). So keep trying.
 
I lost my 10Mb when the Parkview exchange crashed in December last year.

Rather than repair Telkom decided to upgrade the exchange, at the end of which I was down-graded to 4Mb.

NB: At that stage the Telkom website said no 10Mb.

After waiting patiently the Telkom website eventually said 10Mb once more, so I called and asked for my line to be reset to 10Mb. According to support this was not possible.

After a lot of jumping up & down I was eventually called by one of the Telkom ADSL managers, who explained the following:

  1. The Parkview exchange was now upgraded, and was therefore capable of higher speeds, including 20Mb.
  2. The 20Mb would, however, require more hardware, so was therefore dependent upon budget & signatures on orders for said hardware.
  3. Though classified as 10Mb-capable, te Parkview exchange was still in a test 'run-in' phase, and the speeds would be increased gradually until Telkom were sure that the exchange could handle the total load.
  4. As the available speed increased the call-centre operators would see the new speeds on their screens, i.e. when the call-centre says that you can't be upgraded it is because they don't see the higher speeds on their screens.
  5. At that stage 6Mb was available. A quick call to the call-centre & 10 minutes later my line was running at 6Mb.
 
Cyanosis90 said:
What boggled me though, was that I knew of people in my area with 4mbps lines, yet Telkom kept telling me these aren't supported by my exchange.
Click to expand...

What are your SNR & Attenuation values on your router?

Depending on your distance from the exchange you might not be able to attain higher speeds while other people could. Just one possible explanation.
 
ponder said:
What are your SNR & Attenuation values on your router?

Depending on your distance from the exchange you might not be able to attain higher speeds while other people could. Just one possible explanation.
Click to expand...

I went through some of the router's pages. Is this what you're referring to? I'm not too clued up about the technical side of it all.

Modem Status
Connection Status Connected
Us Rate (Kbps) 512
Ds Rate (Kbps) 4096
US Margin 14
DS Margin 19
Trained Modulation ADSL_G.dmt
LOS Errors 0
DS Line Attenuation 17
US Line Attenuation 10
 
rrh said:
I lost my 10Mb when the Parkview exchange crashed in December last year.

Rather than repair Telkom decided to upgrade the exchange, at the end of which I was down-graded to 4Mb.

NB: At that stage the Telkom website said no 10Mb.

After waiting patiently the Telkom website eventually said 10Mb once more, so I called and asked for my line to be reset to 10Mb. According to support this was not possible.

After a lot of jumping up & down I was eventually called by one of the Telkom ADSL managers, who explained the following:

  1. The Parkview exchange was now upgraded, and was therefore capable of higher speeds, including 20Mb.
  2. The 20Mb would, however, require more hardware, so was therefore dependent upon budget & signatures on orders for said hardware.
  3. Though classified as 10Mb-capable, te Parkview exchange was still in a test 'run-in' phase, and the speeds would be increased gradually until Telkom were sure that the exchange could handle the total load.
  4. As the available speed increased the call-centre operators would see the new speeds on their screens, i.e. when the call-centre says that you can't be upgraded it is because they don't see the higher speeds on their screens.
  5. At that stage 6Mb was available. A quick call to the call-centre & 10 minutes later my line was running at 6Mb.
Click to expand...

At your 5th point; how exactly was this done? Just asking the consultant to set the line to a higher speed? And is this done from the Technical or Sales side of 10219? I've found the tech guys to be waaay more clued up, just not sure how much they can actually do about it.
 
Cyanosis90 said:
At your 5th point; how exactly was this done? Just asking the consultant to set the line to a higher speed? And is this done from the Technical or Sales side of 10219? I've found the tech guys to be waaay more clued up, just not sure how much they can actually do about it.
Click to expand...

technical i believe
 
Cyanosis90 said:
At your 5th point; how exactly was this done? Just asking the consultant to set the line to a higher speed? And is this done from the Technical or Sales side of 10219? I've found the tech guys to be waaay more clued up, just not sure how much they can actually do about it.
Click to expand...

During the 'jumping up & down' phase I discovered a few telephone numbers never before mentioned on this forum. Unfortunately they didn't achieve much - one 'chain' of numbers eventually became a circular loop <sigh> - so I have never bothered to mention them.

However, in response to your question: if the facility is available on the 0800-375-375 call centre screens [my original point 4] then they can peform the upgrade.

The 10219 operators see much the same screen - in fact it was they who first explained the significance of the call-centre operators saying "I can't see it on my screen".

When the call-centre operators say "I can't see it on my screen" what they in fact mean is "I can set your line to any of the speeds available on the displayed menu. Unfortunately 10Mb isn't on the list".

The actual numbers available on the screen is set by the technical department. So if the exchange has been upgraded the Telkom website will say "10 MB available at this exchange". However, until technical flip the switches necessary to display the speeds on the call-centre operators' screens (both 0800 & 10219), the operators hands are tied ...

That said, the 10219 operators do appear to be generaly more on the ball. More importantly, they also appear to have a little more clout than do the 0800 personnel
 
Tried to call 10219 today to see why the website says 10Mb but I am still getting 4Mb. First they tell me that the Exchange supports 10Mb but due to distance from the exchange I can only get 4. Then I ask if they can just try a higher speed for ****s and giggles and all of a sudden it's a 4Mb exchange again. Call through to technical and they are just as useless. They refuse to log a call for someone to give me an exact reason why I cannot get the speed.
 
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