Help: New ADSL Line login credentials not getting to ISP...

[XCentricdave]

I've searched the threads and FAQ and didn't this problem (but I may have missed it...)

Summary:

- I have moved into a new house with self install ADSL.
- The ADSL line has been 'verified' and I can connect to guest@telkomadsl
- I cannot connect to my ISP (Imaginet).
- I took my router back to the old house and I can still connect there - so my router settings and ISP username and password are good.
- Imaginet support (very helpful) say that my acct is locked to the port where I first connected, which is good.
- Imaginet Support also say that they are not seeing any login attempts from my new adsl line - so there is a fault in the Telkom authentication somewhere.
- Telkom 0800 375 375 option 4 (faults) say that the everything is fine, and that I must contact the order desk (option 2) to 'escalate' the 'service order' because the order has not been completed...
- I have spoken to the order desk and they tell me that the 'line still needs to be opened up' and the the line has not been 'verified'.
- The 'service order' has been 'escalated' and an engineer will do something within 72hrs.

So is the line verified or not; is there a fault in the somewhere in the routers and authetication at Telkom or not; is there a fault getting the login credentials to my ISP, or at my ISP?

Anyone else had this experience and/or know what I need to do to get this working?

Thanks,
D

p.s.,
Telkom Management:
- please introduce your ADSL order and ADSL fault management teams to one another... and encourage them to give the customer consistent information. You may need to do some system development to ensure that they are seeing the same information...

- Also, please note I am a customer and I simply want my ADSL to connect to the internet. When I ring you that's all I need to ask, you will go 'certainly sir' and contact the necessary INTERNAL Telkom departments.

 

[Franna]

- Imaginet support (very helpful) say that my acct is locked to the port where I first connected, which is good.

Is that not the problem. Your new ADSL location is on a new DSLAM port and hence you can not log on. Contact Imaginet to change your default login port.

 

[XCentricdave]

Is that not the problem. Your new ADSL location is on a new DSLAM port and hence you can not log on. Contact Imaginet to change your default login port.

I think this is the next thing to be solved. Imaginet are not yet seeing my router attempting to login from the new port, which apparently they would expect to see... Once they see me attempting to log in from the new port - which they will block - they can change my port to the new one.

Sound reasonable?

 

[sin_x]

I think this is the next thing to be solved. Imaginet are not yet seeing my router attempting to login from the new port, which apparently they would expect to see... Once they see me attempting to log in from the new port - which they will block - they can change my port to the new one.

Sound reasonable?

Your ISP would get the nasport id from login attempts (i.e. they only know what the port number is once you have connected from that port). If they are not seeing any attempts, then it is a telkom fault.

 

[XCentricdave]

Your ISP would get the nasport id from login attempts (i.e. they only know what the port number is once you have connected from that port). If they are not seeing any attempts, then it is a telkom fault.

As I suspected. Not received any word of the 'escalation' to the technical department yet.

My line is connected to a DSLAM, I can connect to the Telkom guest@telkomadsl, but for some reason my login credentials are getting to Imaginet from the ESR (not sent, getting lost, getting sent to the wrong place, blocked).

So who knows the guts of the Telkom Service activation systems, and which part of the work flow has bombed out leaving my service partially configured?

How is traffic to guest@telkomadsl routed? Why does this work?

D

 

[XCentricdave]

Ooooh, bad form replying to own post...

Our much maligned monopolistic telecoms provider has now 'verified' my ADSL line and it all now 'exactly what it says on the tin'. Yeah! No one rang me to tell me that the work was completed, but to be fair maybe I got in first. All resolved much more quickly than I had expected!

If the automated systems had worked no Telkom time would have been wasted dealing with me, saving money and allowing Telkom time to help the people who actually need assistance.
- So if the online verification system had worked properly - no call centre time would have been required for my 'self installation'.
- But we know that problems with automated systems happen sometimes. So if the 0800 375375 option 4 (support/faults) people had been able to properly see that the line was not 'verified' properly the first time I called and requested the tech team to work some magic directly. That would have been a quick call, again very little time wasted for me or Telkom. Saves more money, my blood pressure, and I would have been happy.
- The 0800 375375 Option 2 (order tracking) people dealt well with my request, and were able to immediately see that my ADSL line had not been verified, and requested the tech people to sort that out 'urgently'. I shouldn't have needed to use up more of my, or Telkom's, time by having to call back again and explain my problem for the third time...

I think its simple really, Telkom:
Spend time and money getting the processes and systems to actually work will save you, Telkom, a huge amount of money and result in really happy customers.
From personal experience getting the systems and processes to work well is difficult (getting the technology to work is hard, but getting to people part of the process right is hardest).
But getting the people part right is the most important - the people are our, the great unwashed's, link to you. See the world from you customer's perspective. Put more focus for your call centre agents on 'successful call resolution' rather than numbers of calls handled, or handling time.


I feel better now, what world crisis shall I tackle next...

D

 

[stoke]

Me lawn needs mowing.

Hektually ... the Edenvale Avenues exchange was borked last week thursday morning, and one call to 0800 DSL DSL at 08H00, and it was solved by 12H30.

AND - they called me back to ask me to please check if all is working ok.

Improved service. That problem used to take around 2 days to fix previously. But yea ... automatic checking ... what's that?