Help! Comments needed!

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Debbie

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I often recieve emails from strangers with questions about Telkom disputes and what their rights are as a customer. The following is an email I received this morning from a Telkom customer who has been given the run-around. In essence, it comes down to Telkom's incompetance and perhaps deliberate attempts to force a consumer to pay for both an ISDN line as well as an ADSL line.

Please can people give their opinion, and especially comment on the technical issues (ie what is technically possible or impossible). I am going to email this lady back and direct her to this link.

Please fellow forumites, lets see what advice MyADSL can give here!!


Hi Debbie,

Please could you help me? I have a major problem and cannot seem to get it resolved.

In July 2005 I began making enquiries at Telkom (10219) about the installation of an ADSL line, I spoke with Julie and she seemed very helpful and answered all my queries, including that the service was available in my area etc.

On 10 August 2005 I phoned 10217 (Business Orders) to place an order for a new line. I work from home in a workshop in the back yard where there is an ISDN line installed with an MS number to the house. I wanted a totally separate account, in my name for 512MB ADSL – I was told this was not possible. “You cannot have 2 accounts for different people at the same residential address.” This gem was imparted to me by an “Ally”. I would have to do 2 things in order to have an ADSL line a) change the existing account from my father’s name into my name and b) then apply for an ADSL line.

OK, that took more than a week of, on average, 2.5 hour calls and several faxes AND it cost me R150 which I was not told about until after the account was changed.

At this point I discover that my existing internet service and email addy have been terminated by Telkom inspite of my phoning them to confirm the name change on the account. It took a lot of shouting and swearing before my account was re-instated with a new user-name. My email address took 3 phone-calls to get sorted out. I rely on my email to do business.

I phoned 10219 to apply for a residential ADSL line on 17AUG2005 and I was informed that with the change of name the account had been made a business account. Bearing in mind that we had a residential account with InfiniteCall and I am online from 19:00 to 06:45 every night to download updates etc for work, this was horrifying. I spoke with Portia who got her supervisor to change the account back to residential but I am apparently still liable for the interim period. WHY? It was their mistake, not mine. I am given a reference number for the ADSL installation and Portia confirmed that my ISDN line cannot be converted.

On Monday 05SEP2005 a Telkom technician by the name of Casper arrives to install the NEW ADSL line. He walks into the workshop, spots the ISDN and asks why he has to pull a new cable when he could have just converted the ISDN. Several phone calls to his supervisor and he informs me if I am prepared to wait 15 days he can come back then and convert the line. I said no, I need the access. Then I found out that my landline number has changed – the new line has a new number. This means reprinting all my business cards and letterheads but I figured I wasn’t going to win that one. I then called 10219 to cancel the ISDN line. I was given a fax number (080-020-3736) and told to fax my request. I did so.

Once Casper left I found that the analogue part of the ADSL line was not working. This took another 5 calls to activate.

On Tuesday 06SEP2005 I phoned 10219 and spoke with Letitia (a supervisor) complaining about the mis-information given to me and informing her that there was no way I was paying for both ADSL and ISDN. She said she would lodge a dispute and I could call in 3 days to find out what was going on. She also said she would see to it that the ISDN was converted to an analogue line with the MS number being reallocated to the house. I was to use my ADSL reference number when I called back.

I gave them an extra day and called 10219 and spoke with Carmen who promised to call me back but I’m still waiting.

On Monday 12SEP2005 I called 10219 to query my dispute and find out when they were going to do something about the ISDN line because I have no intention of paying for 2 lines. I got Roxanne who was as much help as an extra hole in the head. She referred me to 10217 where I spoke with Poppie who totally understood my frustration but could not help me in any way and suggested I phone 10219. I spoke with Chetembeka who could not help and suggested I phone 10210 and ask somebody at accounts. I spoke with Zurina who was very helpful and explained that an official dispute could not be logged because I had not been invoiced yet. She made notes and while I was on the line said she was emailing my whole sad story to her manager Lindile Kolosa and he would contact me ASAP.

Today 14SEP2005 I called 10217 and spoke with Lebo. She found the note Zurina had attached to my “file” but said she didn’t know of anyone working there by the name of Lindile….She could not tell me anything about my ISDN line conversion to analogue and suggested I phone the ISDN department on 0800-456-786 but this number does not exist according to Telkom. I called 10219 again and with Kevin. He said I had used the wrong fax number and should fax my request to 012-337-0116 which I did, a new letter together with a copy of the original.

The problem all seems to have arisen from the incorrect information given to me when I made the ADSL application. IF they had converted the ISDN line then the phone numbers would not have changed, the ISDN line would not exist and I would not have a problem.

My question to you is this: am I ever going to get this ISDN line converted to analogue and routed to the house. Who can I go to to fix this because obviously Telkom have no intention of doing what I have requested and intend to continue billing me for both lines. To say that I am frustrated doesn’t even come close. I firmly believe that Telkom are the spawn of satan and should be exterminated. Please if you have any suggestions could you let me know? I am sorry to bother you but I really am desperate!

TIA

Regards

xxxx xxxx
Click to expand...
 
cant help on the techoe front but I know M&G and Business Day wil publish her letter verbatim../.
 
After a bit of phoning around, I managed to downgrade an ISDN to analog. The helpful Telkom person that achieved it for me was Louisa du Toit ... fax her at 012 337 0116
 
They are talking utter CRAP

Hi, you can have 2 accounts for 2 seperate people at one address.

I have one account for my parents (Normal Home Line) and i have a seperate ISDN account to me.

So you can have 2 accounts at a residential address.....

BL33t BL33T
 
xxxx xxxx

register on the forum and keep the thread updated particularly if they start getting shirty about money and disconnecting etc etc
 
Telkom !!!!

:mad: It's scary to think that our entire infrastructure is entrusted to a bunch of incompetent buffoons. Telkom needs to stop “Touching tomorrow” because they are screwing it up.
 
I've had ISDN for quite a few years now (with MSN), and, also got an extra line specifically for ADSL a year ago. I have been paying for both ISDN (for the MS numbers) as well as the ADSL line (line hire + ADSL line) for the past year.

Anyway. Last year (last week in November) I applied to have the ISDN connection terminated and for Telkom to convert that line also to an ADSL line, sacrificing my MS numbers. (why, because using two crap PC's and routing I can link my server with the two ADSL lines together giving me a 2 MB/s dl, 512 Kb/s ul speed at less then R2k per month. Cheap, compared to Diginet or other offerings).

I called them almost daily, and, was informed that the planning was done, and that they will contact me withing a few days to finalize the installation (technician to make a date for this installation/conversion). After waiting another week, I was told that this installation will be done on the 21 of December 2005. I called them again the Friday of the previous week, and again they confirmed the installation date.

I did the same the 20th (the tuesday), to make sure that I will not wait in vain ....

Wednesday came, and I waited, and called again at around 14h00 to enquire about the time of installation. I was told that the technician will call me once he is finished, but it will be later that day. Wednesday came and went with no sign of a Telkom Technician.

I called them in Thursday to complain. Asked to speak to a supervisor, as I had a few things to share with him :). Asked when they will finish the installation. I was told some-one will call me later that day. Thursday came and went with no replay from Telkom.

Friday (the 23rd) I called again, and complaint about their lack of consumer sattisfaction, and a few other issues I wanted to get of my chest. They had notes about the previous times I called, my request, as, the guy that I talked with could see them on my "file". I again requested to speak to a supervisor, but, again (surprise?) got no call.

I am still waiting, and have stopped calling Telkom, as they are just wasting my time. But, the lesson from this experience taught me:
1: ISDN may be converted back to analogue, and then upwards to ADSL.
2: The first thing that Telkom tele-"marketers" are told is to ... say "Yes, it will be done ...", whether it is true or not.
3: A Telkom Supervisor never calls back. Never.
4: Have patience and a speaker phone. It helps.
5: Never trust Telkom.
 
I converted directly from ISDN to ADSL without even downgrading to normal voice line.

The technician said that when I logged the ADSL order that I MUST mention that it is an ISDN conversion otherwise they assume it is a new line install with your existing ISDN.

The ISDN line was disabled in the morning and an hour later the techie pulled the terminal adaptor from the wall and fixed up the wiring and had my DSL working a few seconds later.

Pity they don't seem to make this ISDN "upgrade" path clear to their own people or in their marketing brochures.
 
Sounds familiar

booswig said:
I've had ISDN for quite a few years now (with MSN), and, also got an extra line specifically for ADSL a year ago. I have been paying for both ISDN (for the MS numbers) as well as the ADSL line (line hire + ADSL line) for the past year.

Anyway. Last year (last week in November) I applied to have the ISDN connection terminated and for Telkom to convert that line also to an ADSL line, sacrificing my MS numbers. (why, because using two crap PC's and routing I can link my server with the two ADSL lines together giving me a 2 MB/s dl, 512 Kb/s ul speed at less then R2k per month. Cheap, compared to Diginet or other offerings).

I called them almost daily, and, was informed that the planning was done, and that they will contact me withing a few days to finalize the installation (technician to make a date for this installation/conversion). After waiting another week, I was told that this installation will be done on the 21 of December 2005. I called them again the Friday of the previous week, and again they confirmed the installation date.

I did the same the 20th (the tuesday), to make sure that I will not wait in vain ....

Wednesday came, and I waited, and called again at around 14h00 to enquire about the time of installation. I was told that the technician will call me once he is finished, but it will be later that day. Wednesday came and went with no sign of a Telkom Technician.

I called them in Thursday to complain. Asked to speak to a supervisor, as I had a few things to share with him :). Asked when they will finish the installation. I was told some-one will call me later that day. Thursday came and went with no replay from Telkom.

Friday (the 23rd) I called again, and complaint about their lack of consumer sattisfaction, and a few other issues I wanted to get of my chest. They had notes about the previous times I called, my request, as, the guy that I talked with could see them on my "file". I again requested to speak to a supervisor, but, again (surprise?) got no call.

I am still waiting, and have stopped calling Telkom, as they are just wasting my time. But, the lesson from this experience taught me:
1: ISDN may be converted back to analogue, and then upwards to ADSL.
2: The first thing that Telkom tele-"marketers" are told is to ... say "Yes, it will be done ...", whether it is true or not.
3: A Telkom Supervisor never calls back. Never.
4: Have patience and a speaker phone. It helps.
5: Never trust Telkom.
Click to expand...

Have a look at my post - http://mybroadband.co.za/vb/showthread.php?t=34812
I have had the exact experience. No-one bothers to phone back. It is not only annoying but arrogant on Telkom's part.

By the way, I got the call center supervisor's number, but it is permanently engaged (021)4144865. His name is Ivan Charles and his email is [email protected]
I was given the name and number of a person who is handling my installation - Janice Gorrah (021)4146190 and... surpirse surprise, the number is permanently engaged.

The call center people suggest that these people are busy and I should keep trying, but the number remained engaged over
Christmas, New Year, etc. I also tried it at midnight once.

No-one has returned any of my emails except the first where I omitted the order number which Ivan pointed out. Since then I have had no reply whatsoever.
 
Last edited:
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