Getting to know your Telkom folks

MickeyD

MickeyD

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Oct 4, 2010
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139,117
There are plenty of threads and posts about the fault clearance times or new installation time, etc.

Rule #1 is to always log a reference either via the Telkom call centre, online tool or free SMS to 30591.

If your request has not been attended to within 24 hours (especially if it is a business service) then try the following...

1. Go to: http://www.telkom.co.za/sites/aboutus/utilityrelations/contactdetails/#.U8Ue1ZSSyE4
2. Click on the relevant "region"
3. An Excel file will be downloaded (or opened)
4. Scroll down the "Area" column until you find your exchange name*
5. Scroll across to the "Commodity Section" and find the relevant operations manager's name and contact details
6. Have all your details (telephone numbers, ref numbers, etc.) available and make the call (7h30 - 16h30 weekdays only).
7. In some cases you may need to get past a "gatekeeper" to reach the operations manager...
8. Be professional, courteous and refrain from using abusive language (it will not end well).
9. Keep it short and sweet and ask nicely if he/she can dispatch a techie to assist you.
10. Never mention MyBroadband.

*exchange name: if you don't know your exchange name (it is not always that obvious) then go here and input your telephone number, enter, and it will tell you which exchange you are connected to.
 
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HavocXphere

Honorary Master
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Oct 19, 2007
Messages
33,155
Pretoria is under northern region, not Gauteng.

Should come in handy. Thanks.


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Thanks for the How-To...but I've gotta ask...

Did they just pick some areas out of a hat?

My exchange/area isn't on there. Neither is my parents. And yes I checked the lookup tool...plus any other names it could reasonably be under.

EDIT...found it. Weirdly Pretoria ones are not on the "Gauteng" list....they're under Northern Region. Go figure.
 
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Paul Hjul

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Aug 31, 2006
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awesomeness - is it going to start being policy to have greater direct contact to management (presumably management not culled by those hunters from Boston) or simply bringing to our attention a page which has been about for a bit

Shame my areas Ops Manager had to come out twice in 2010 because of a cockup with the developers of the complex

I love the not mentioning MyBB rule though :D
 
MickeyD

MickeyD

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The page has been nicely hidden on the Telkom website for a very long time!
 
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Paul Hjul

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MickeyD said:
The page has been nicely hidden on the Telkom website for a very long time!
Click to expand...

the page I've been looking for is the contact sheet for Telkom Direct stores
:D

O and I'd like to get to know the call centre staff better like each of them having a staff number (names simply don't work duplicates and spelling and what not) and an ability to dial a number and activate their shock collar
 
MickeyD

MickeyD

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Paul Hjul

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awesomeness on the list thanks - never thought that TM would have them listed with a phone and fax number

- the list is out of date though Ght sadly has no TD store

I thought the main advantage of temp staff is that you don't provide medical cover so shocking them is easier
 
grok

grok

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MickeyD said:
8. Be professional, courteous and refrain from using abusive language (it will not end well).
Click to expand...

Agree, but screaming at the top of your voice sometimes help too.

I'm not such a pig that I don't always warn them before I raise my voice, like 'Please forgive me but I am going to have to scream at you now' and more often than not I get a 'No need to apologise sir I fully understand your frustration' afterwards.
 
MickeyD

MickeyD

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evilstebunny said:
Agree, but screaming at the top of your voice sometimes help too.

I'm not such a pig that I don't always warn them before I raise my voice, like 'Please forgive me but I am going to have to scream at you now' and more often than not I get a 'No need to apologise sir I fully understand your frustration' afterwards.
Click to expand...
It depends who you get through to... these are not call centre temporary staff and, strictly speaking, they do not have to field your call unless it is via the "official" escalation channel. Hence some of them will put the phone down in your ear if you start off by shouting at them.
 
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sneaker

Active Member
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May 24, 2006
Messages
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WOW I cannot thank you enough for this. I just phoned the operations manager for my area on the cell and he is sending a techie tomorrow morning .. which more than I have gotten for over a week. You sir are a legend!
 
C

consult

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Jan 20, 2014
Messages
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You're the best.

My line has been dead for almost a week and after one call to the manager he promised to sent the technician out today still.

Thanks Thanks Thanks :) :) :)


UPDATE :

Technician came and line is restored. Very Happy atm :)
 
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MickeyD

MickeyD

RIP
Joined
Oct 4, 2010
Messages
139,117
My pleasure... :)
sneaker said:
WOW I cannot thank you enough for this. I just phoned the operations manager for my area on the cell and he is sending a techie tomorrow morning .. which more than I have gotten for over a week. You sir are a legend!
Click to expand...

consult said:
You're the best.

My line has been dead for almost a week and after one call to the manager he promised to sent the technician out today still.

Thanks Thanks Thanks :) :) :)


UPDATE :

Technician came and line is restored. Very Happy atm :)
Click to expand...
 
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