Too many overloaded exchanges resulting in a degradation of ADSL line speed. After being a loyal customer for 7 years I cancelled due to an unusable line in the North Riding area (Olivedale exchange). Many houses are too far and North Riding could do with an exchange of it's own!
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How can Telkom improve?
- Thread starter rpm
- Start date
charlieharper
Expert Member
More technical feedback on your Exchange, IE, when lines will be upgraded to 10mb etc etc etc etc.
Which new products would you like to see?
It's not so much new products, but improving old ones. Telkom's 40mbps VDSL trial is great and all, but it doesn't help that my 10mbps line is only capable on syncing at 5mbps. Telkom needs to upgrade infrastructure to support it's current offerings properly throughout it's network.
Are there areas where Telkom can improve its support?
Faster turn around times on fault reporting is seriously needed. A few months ago my line went down and I waited 3 weeks for it to be repaired. I called every day and they never had a status update for me. Now my line is down again from the recent hail storm and I fear that I am in for another month of downtime. At the very least, Telkom should make a better effort to keep their customers in the loop on what is happening with network repairs that affect them. No one could tell me what was being repaired or how long it would take them, I just had to sit around with no clue as to how long I was going to be without internet.
Can they make it easier for you to buy their products?
This is one aspect where I have no issues. Telkom sales team is very good, all it takes is one phone call to activate an additional service.
Where do you think the company is losing ground against its competitors?
Line availability and waiting times to get an ADSL line is a big barrier to entry. The fact that you can go to a mobile operator and have an HSDPA contract up and running within hours versus the weeks it could take to get an ADSL line and have a technician come and set it up for you is probably the biggest reason for users going to competitors. There is no doubt that ADSL is the best service out there from a stability and price point of view (ignoring obvious mobility issues) particularly for high bandwidth users.
It's not so much new products, but improving old ones. Telkom's 40mbps VDSL trial is great and all, but it doesn't help that my 10mbps line is only capable on syncing at 5mbps. Telkom needs to upgrade infrastructure to support it's current offerings properly throughout it's network.
Are there areas where Telkom can improve its support?
Faster turn around times on fault reporting is seriously needed. A few months ago my line went down and I waited 3 weeks for it to be repaired. I called every day and they never had a status update for me. Now my line is down again from the recent hail storm and I fear that I am in for another month of downtime. At the very least, Telkom should make a better effort to keep their customers in the loop on what is happening with network repairs that affect them. No one could tell me what was being repaired or how long it would take them, I just had to sit around with no clue as to how long I was going to be without internet.
Can they make it easier for you to buy their products?
This is one aspect where I have no issues. Telkom sales team is very good, all it takes is one phone call to activate an additional service.
Where do you think the company is losing ground against its competitors?
Line availability and waiting times to get an ADSL line is a big barrier to entry. The fact that you can go to a mobile operator and have an HSDPA contract up and running within hours versus the weeks it could take to get an ADSL line and have a technician come and set it up for you is probably the biggest reason for users going to competitors. There is no doubt that ADSL is the best service out there from a stability and price point of view (ignoring obvious mobility issues) particularly for high bandwidth users.
nakedpeanut
Expert Member
1) I would like to see Telkom offer a content delivery system over their network. Something like DSTV but with content on demand instead of channels...
2) Walk in store staff of the Festival mall branch need an attitude change. They were extremely slow and arrogant on both occasions I've had to deal with them. Telephonic support has usually been good and their turnaround times are adequate.
3) Usability on the site can be improved.
4) Marketing and public perception. I feel Telkom are getting better and their broadband roll-out strategy is looking promising (if a little slow). But their brand fails to capture consumers confidence and this needs to change.
When i phone in with an error it would be nice to speak to someone within 5 mins and not 15 - 20 listening to painful music.
After a year of living at my current address they still have not sent me a bill, i phoned many times in which i was told that it is sorted out and i shall receive a bill, which after a year has yet to happen, instead i must phone in every month for them to tell me how much i owe, i would like this to change...maybe they can implement a proper system so that reports are taken down correctly and followed through.
I think the "save the planet" by getting your bill emailed to you is rubbish, most people will need to get it printed anyway to pay it, so saying that they are saving the planet or are "green" is incorrect they merely passed on the printing costs
After a year of living at my current address they still have not sent me a bill, i phoned many times in which i was told that it is sorted out and i shall receive a bill, which after a year has yet to happen, instead i must phone in every month for them to tell me how much i owe, i would like this to change...maybe they can implement a proper system so that reports are taken down correctly and followed through.
I think the "save the planet" by getting your bill emailed to you is rubbish, most people will need to get it printed anyway to pay it, so saying that they are saving the planet or are "green" is incorrect they merely passed on the printing costs
1. DSL infrastructure that can sync at 10Mbit/s everywhere. (Could only get 384 which is useless - many friends in the same boat) Weltevreden Park/Athol/Fairlands
2. Proper support that is 24 hours with proper technical people on hand to resolve issues. Have proper staff and systems in place at your walk in centers. Had to physically visit 3 stores to get a router/modem for 8ta because I could not call the stores to check stock. They were not even willing to phone other stores to check stock for me. I wasted and hour calling and getting cut off hung up on.
Also the walk in stores are a mess. The staff are lazy, slovenly and very unhelpful and your systems seem more offline than on.
3. Partner with online stores to take devices/collect paperwork via courier like FNB does.
4. Every where ... when local loop un-bundles properly and other people get a chance to compete properly I think the hungry other companies are gonna slaughter the fat bloated beast that is Telkom. There is not an area I see that cannot vastly improve. Walk in/Online/Call Center/Support. They are all passable at best and terrible at worst.
2. Proper support that is 24 hours with proper technical people on hand to resolve issues. Have proper staff and systems in place at your walk in centers. Had to physically visit 3 stores to get a router/modem for 8ta because I could not call the stores to check stock. They were not even willing to phone other stores to check stock for me. I wasted and hour calling and getting cut off hung up on.
Also the walk in stores are a mess. The staff are lazy, slovenly and very unhelpful and your systems seem more offline than on.
3. Partner with online stores to take devices/collect paperwork via courier like FNB does.
4. Every where ... when local loop un-bundles properly and other people get a chance to compete properly I think the hungry other companies are gonna slaughter the fat bloated beast that is Telkom. There is not an area I see that cannot vastly improve. Walk in/Online/Call Center/Support. They are all passable at best and terrible at worst.
The inability to cancel or update your products at the Telkom Store is exhausting. I forced the front desk to phone and cancel for me, just to prove to them that waiting on hold for 30 minutes is unacceptable and it should be done in store!
Brenden_E
Executive Member
Telkom should get a system to monitor the saturation of the DSLAMs and upgrade them! I know of so many people in the suburbs that struggle to use their ADSL at peak hours because the DSLAMs can't handle the load. Gives for horrible service.
Quey_Quick
Expert Member
Naked ADSL, that is all.
Unbundle voice and ADSL this seems to be the common part and what consumers really want
I hope that this is picked up By Telkom.
The Data portion of telkom I don't subscribe to any longer one because of the uncapped offerings and 2 because initially I seem to know more about the telkom products than the consultant on the phone did, even as recently as when the upgrade to 2 meg was done Telkom staff had no clue it was evening happening ....so training for consultants is a must and they need to be up to speed with
what offerings are available and how they relate to other offerings by other competitors.
Also Telkom's web Portal /websites suck
one is so text based and archaic it reminds me of usenet and the do broad band one is too quirky to be functional
Telkom needs to consolidate its sites and make it easier to Navigate .
I hope that this is picked up By Telkom.
The Data portion of telkom I don't subscribe to any longer one because of the uncapped offerings and 2 because initially I seem to know more about the telkom products than the consultant on the phone did, even as recently as when the upgrade to 2 meg was done Telkom staff had no clue it was evening happening ....so training for consultants is a must and they need to be up to speed with
what offerings are available and how they relate to other offerings by other competitors.
Also Telkom's web Portal /websites suck
one is so text based and archaic it reminds me of usenet and the do broad band one is too quirky to be functional
Telkom needs to consolidate its sites and make it easier to Navigate .
DoubleJ
Active Member
Top speed advise
It would be nice if Telkom could advise on the maximum dsl speed that you can expect.
Currently, they tell you the maximum speed the exchange supports. This is almost irrelevant because the distance to the exchange is the real killer.
They should be able to tell you to go for 1/2/4/10 based on
1. The exchange capability
2. The distance from your location to the exchange
Right now, they will sell you the max package your exchange supports. If your modem only syncs at 512kbs, well that's your problem.
I wonder how many people think they have 4mbs dsl , but only really have 384?!
It would also be nice if they published the exchange upgrade / decentralization project plan. Nice if you are trying to manage your expectations!
It would be nice if Telkom could advise on the maximum dsl speed that you can expect.
Currently, they tell you the maximum speed the exchange supports. This is almost irrelevant because the distance to the exchange is the real killer.
They should be able to tell you to go for 1/2/4/10 based on
1. The exchange capability
2. The distance from your location to the exchange
Right now, they will sell you the max package your exchange supports. If your modem only syncs at 512kbs, well that's your problem.
I wonder how many people think they have 4mbs dsl , but only really have 384?!
It would also be nice if they published the exchange upgrade / decentralization project plan. Nice if you are trying to manage your expectations!
Yeaktom
New Member
Naked ADSL
cobuskruger
Well-Known Member
- Joined
- Sep 21, 2009
- Messages
- 192
- Reaction score
- 28
1. The cost is still silly expensive, which is the only reason people care about naked ADSL. Even with the voice portion ignored, the cost is ridiculous for the low speeds.
2. The cost is even worse when you consider that some areas hasn't ever had speed upgrades. I live in a densely populated and fairly well off area in Ekurhuleni and still get the same rubbish line speed I did in 2006. I keep hearing about speed upgrades in Sandton, but most of Gauteng seems to be ignored.
2. The cost is even worse when you consider that some areas hasn't ever had speed upgrades. I live in a densely populated and fairly well off area in Ekurhuleni and still get the same rubbish line speed I did in 2006. I keep hearing about speed upgrades in Sandton, but most of Gauteng seems to be ignored.
bekdik
Honorary Master
They must allow one to download a full Statement + invoice as one document containg the all data currently contained in a paper invoice. Having to download multiple documents is unacceptable.
Reaper1242
Well-Known Member
- Joined
- Jan 1, 2009
- Messages
- 455
- Reaction score
- 45
1. Which new products would you like to see?
2. Are there areas where Telkom can improve its support?
3. Can they make it easier for you to buy their products?
4. Where do you think the company is losing ground against its competitors?
1. I'd definitely like to see naked ADSL. In my house we each have cellphones. We're only paying analogue rental because we have no choice. It's a lot to pay for something we don't need.
There's a chance here to offer packages that either favour DSL or voice or a bundled deal for both. If Telkom are smart they could use naked ADSL for new products.
2. I've never had a problem when calling for support but the staff at Telkom shops are all but clueless. It's never good when your customer knows more about your tech than you do.
They are pretty speedy fixing DSL faults but the last time I waited almost a month to get a general line fault fixed. That's pretty shoddy.
3. They need to overhaul their entire online system. First, the entire site loads slowly compared to others. Getting to the login is usually horribly slow. Once there, you have very few options. They should set up a system similar to online banking. Make sure it's secure with OTPs and once there we can do anything we'd have to call to do. By new products, cancel, check accounts, change details. If you look at Vodacom's online system you can do pretty anything you need.
After all, if the login is secure why not allow people freedom to manage.
4. I think what I've already highlighted in the previous 3 points covers the major issues I've seen from Telkom customers. If they can address these I'm sure they'll vastly improve their competitiveness.
I have always felt that Telkom suffers from a dated mentality. While other companies are innovating they're barely keeping up. They need a new mindset.
2. Are there areas where Telkom can improve its support?
3. Can they make it easier for you to buy their products?
4. Where do you think the company is losing ground against its competitors?
1. I'd definitely like to see naked ADSL. In my house we each have cellphones. We're only paying analogue rental because we have no choice. It's a lot to pay for something we don't need.
There's a chance here to offer packages that either favour DSL or voice or a bundled deal for both. If Telkom are smart they could use naked ADSL for new products.
2. I've never had a problem when calling for support but the staff at Telkom shops are all but clueless. It's never good when your customer knows more about your tech than you do.
They are pretty speedy fixing DSL faults but the last time I waited almost a month to get a general line fault fixed. That's pretty shoddy.
3. They need to overhaul their entire online system. First, the entire site loads slowly compared to others. Getting to the login is usually horribly slow. Once there, you have very few options. They should set up a system similar to online banking. Make sure it's secure with OTPs and once there we can do anything we'd have to call to do. By new products, cancel, check accounts, change details. If you look at Vodacom's online system you can do pretty anything you need.
After all, if the login is secure why not allow people freedom to manage.
4. I think what I've already highlighted in the previous 3 points covers the major issues I've seen from Telkom customers. If they can address these I'm sure they'll vastly improve their competitiveness.
I have always felt that Telkom suffers from a dated mentality. While other companies are innovating they're barely keeping up. They need a new mindset.
conniemalan
Member
- Joined
- Mar 18, 2010
- Messages
- 14
- Reaction score
- 0
Telkom can improve ....
One of the areas where Telkom can improve is ADSL thru-put, fix the problem (to far from Exchange is the common answer). Put cables in that can do the job or let other people do it.
Also implement Naked ADSL, I do't even have a telephone plugged in on the line, but have to pay for it. this practice stick !!
One of the areas where Telkom can improve is ADSL thru-put, fix the problem (to far from Exchange is the common answer). Put cables in that can do the job or let other people do it.
Also implement Naked ADSL, I do't even have a telephone plugged in on the line, but have to pay for it. this practice stick !!
Which new products would you like to see?
A way to solve the 'you're too far from an exchange for speeds of 1mb/s' issue
Are there areas where Telkom can improve its support?
I'm happy with the support.
Can they make it easier for you to buy their products?
It would be great to be able to changes services online instead of over the phone.
Where do you think the company is losing ground against its competitors?
Cost. Costs MUST come down.
A way to solve the 'you're too far from an exchange for speeds of 1mb/s' issue
Are there areas where Telkom can improve its support?
I'm happy with the support.
Can they make it easier for you to buy their products?
It would be great to be able to changes services online instead of over the phone.
Where do you think the company is losing ground against its competitors?
Cost. Costs MUST come down.
I am by no means a technology fundi but being a regular telkom adsl subscriber for years I can only talk from what I have experienced using telkom as my ISP.
Last night we reached our 20gig cap and had to purchase another 2 gigs from telkom online and this is what I for one would love to see from telkom.
1) To navigate the telkom site is a challenge when all I wanted to do was Top-Up my gigs. There is too much information and this needs to be made more user friendly so regular account holders can navigate easier.
2) Like the Top-Up feature, I would love to be able to turn my local gigs to international at the click of my mouse button even if I only get half of what I am allocated monthly.
For the most part telkom is reliable both with service and the call centre.
Telkom is however under pressure of other ADSL service providers when it comes to pricing so that should be looked at to make it more affordable to everyone and to keep existing clients.
Last night we reached our 20gig cap and had to purchase another 2 gigs from telkom online and this is what I for one would love to see from telkom.
1) To navigate the telkom site is a challenge when all I wanted to do was Top-Up my gigs. There is too much information and this needs to be made more user friendly so regular account holders can navigate easier.
2) Like the Top-Up feature, I would love to be able to turn my local gigs to international at the click of my mouse button even if I only get half of what I am allocated monthly.
For the most part telkom is reliable both with service and the call centre.
Telkom is however under pressure of other ADSL service providers when it comes to pricing so that should be looked at to make it more affordable to everyone and to keep existing clients.