Help decode this please

daveza

daveza

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Help decode this please - Web Africa

I received this response from an isp who for now will remain anonymous - in response to a query as to the long delay in installing adsl all-in-one.

telkom came back to us with feedback in
connection with your line and they said that it's a fibre line and they
can't do a self-installation only a manual installation.
Click to expand...

Firstly, I dont see why the type of line makes any difference to the self-installation

and

secondly, do I presume that the isp will just change the adsl application to non-self-install ?
 
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Maybe your line is faulty and Telkom needs to come out to repair it?
This should be a free of charge repair, hell, you shouldn't even see them, one minute your ADSL won't be working, next it will.

This reply is NOT very professional, I would've expected a ETA on repair etc.
 
self-install and manual install not the same?
Just fix the line breaks on that... jeez ;)
 
The type of line should not be a problem. The only reason that I can see, is that Telkom is seeing a opportunity to make some extra money.

Maybe try to get some more information about this fiber line, and why a fiber would be impacting your wallet?
 
I think this might be a reference to a line concentrator system somtimes known as a UAX. It can supply lines to between 800 and 2000 (varies considerably) clients dependant on fibres and terminal equipment.

Some communities are fed by optic fibre to a certain point where the signals are demuliplexed/multiplexed and fed out to the customer on copper. This is done to try avoid the costs of huge copper "E-side" cables.

With the advent of ISDN and ADSL, UAX equipment that was strictly for voice and dial up modem had to be modified to cater for the new technology. Most UAX's are only equiped by a certain percentage to handle these technologies (as not all people in the area want ISDN or ADSL)......and the clients copper pair needs to be physically moved to a new module within the UAX, to be hard wired onto the equipment that handles that technology.

The problem as I see it in your case is that a Telkom tech has to come out to do the physical wiring at the UAX (usually a large box on the roadside about 3m (l) x 1m (w) x 1.5m (h))......therefore no self install. :(
 
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And I thought an all-in-one solution would be easier than ordering the installation through Telkom....

Any suggestions as to what to do next - this is going nowhere as per the support ticket below.

Please advise urgently progress of my adsl installation request.

Two months since requesting the service and Telkom are obliged to provide the service within 30 days.

-------

Hi

I will escalate this to the people that deal with Telkom directly as you have waited far too long for your line to be upgraded

I do apologise for the inconvenience.
Enjoy the rest of your day :)

-------

Hi

First I would just like to apologize for the inconvenience caused; but I would also like to inform you that telkom came back to us with feedback in connection with your line and they said that it's a fibre line and they can't do a self-installation only a manual installation. Have a nice day further :)

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I'm confused !

What does the type of line have to do with a self installation or a manual installation ? Once the line is activated all one needs do is configure the router.

You dont say when they are going to install which was my initial query.

-------

Hi

Unfortunately we too have to wait for Telkom's feedback.As soon as we get the go ahead from we'll let you know.

Please let us know should you have any additional queries or if we may be of any further assistance.
Have a fabulous day

------
Click to expand...
 
I just love the "have a fabulous day" at the end :p As though you could possibly have a good day after being told that they don't know when you'll get your adsl line you've been waiting for for months!
 
haha, or how the positivity of one's day is meant to escalate with each email.

"But I've already told him to have a great day... Damn, what do I say now... Ahh! 'Fabulous day!'"
 
Maybe it means you cant use the self-install package? Telkom has to pay come and install it for you. Thus you have to pay them, now just tell them it's fine they can come install it but just dont pay them because you wanted to self-install but you cant, so its their fault.

Have a
Awesomeness day.
 
well adsl doesnt work over fibre right? only copper
Click to expand...

Quite correct......but they can multiplex over fibre in certain situations as mentioned in my post earlier. Copper is always involved on the client end.

Hmmm seems there are too many people involved....why not phone telkom yourself.....and light a few crackers!:D
 
Because the whole idea of taking the all-in-one from the isp was that someone else could deal with the pain and anguish of dealing with Telkom...
 
daveza said:
Because the whole idea of taking the all-in-one from the isp was that someone else could deal with the pain and anguish of dealing with Telkom...
Click to expand...

Exactly, and yet, this doesn't happen. Although some ISP do try, they just don't go that extra mile.
 
Help decode this please - Web Africa

When I first posted this I decided to keep the isp anonymous. Perhaps that was a mistake.

Perhaps someone at Web Africa will now respond.

The saga continues as follows:-

Geffin Jones (Web Africa)
12/3/2007 10:10:48 AM

Rating: Hi

I would just like to inform you that we did get feedback from telkom in connection with your line and it appears that you got a fibre line and telkom canceled it, but I resubmitted it to telkom. Have a nice day further :)

[email protected]
12/4/2007 8:05:40 PM

This is not good.

I'm sure it didnt take Telkom two months to discover the line was fibre not copper !

Telkom cancelled it ?
There are many properties in our security complex that have adsl so either some have copper and some fibre - which is unlikely as all the cabling was supplied at the time of building - or Telkom is running dsl over fibre ....



Either way - the reason I was recommended to use WebAfrica was their reputation of taking care of things. If I wanted to deal with the pain and anguish - Telkom - I would have approached them directly for the installation.

All I want is a ref number and a date of installation. Can WebAfrica provide this service for me please.



[email protected]
12/7/2007 9:27:02 AM

Please advise.

[email protected]
1/10/2008 4:21:16 PM

Please please please advise !

This is not what I expect from Web Africa. Please supply a ref number and a date of installation.

[email protected]
1/16/2008 5:50:55 PM

Please advise the name and email address of your customer services manager.
Click to expand...

Four ignored requests - very disappointing.
 
I have followed up regarding the line status- I will call you shortly regarding an update.
 
Wavern, do you have some special contacts as Telkom that the rest of us don't have access to? I'd love to be able to speak to someone who actually knows what's going on. Its been 21 months now and I still can't get an answer...
 
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