How can Telkom improve?

I joined Telkom a month ago and to date and many many calls and Go to the 2 visits to the shop I'm still not up and running.

The 10210 is a big pain you spend 20 min, most of the time getting a new number to press. then a jockie who does not know how to help or drops the call and does not call back.

Go to the web site Residential contacts and after typing the full 500 items you enter a code you copy over, hit the submit button and wala it drops you

Im seriousty thinking of taking their Modem back to day and telling them to sitck it------- where
 
Honestly the servce levels at telkom need improvement. Considering they are trying to make the system fully automated, i think that a bit more information provided to the customer would be the main point i want to raise. When logging a call with telkom you receive a ticket ID. which is pretty useless as everytime you call in its better to just log a new call than try follow up because no one there ever knows whats going on there. Implement a service on tekoms website where we can put in the ticket number and get progress updates and add comments to the technician that is currently working on the fault. At the same time i think they should add a spreadsheet that gives estimates of turn around times depending on which department is currently working on the fault eg: 1st level technician 4-6 hours depending on the amount of faults they are working on within the area. post a list of technicians assigned to the area and the amount of faults they are currently working on with a way to track your faults progress. At the same time there should be time periods that the client is notified with updates from the technician even if u get and sms/email stating that the assign tech is either attending the fault or still busy with their current list of faults. anyone have anymore ideas regarding this or suggestions?
 
1stly: Unbundle the Voice & DSL Lines - give the consumer the option to choose their services
2ndly: Your price of uncapped data is still so 2008
3rdly: Entry level 1mbps line [although recently upgraded] is still extremely far of the mark.

Im in IT and most home consumers rather sign 24 month contracts with the cellular providers as [although the data is less] the monthly subs by far outweigh having the 2 telkom lines excluding data.

Then one has to contend with the incorrect billing aspect which immediately damages your brand name. There is so much negativity associated with the name Telkom that consumers don't even consider Telkom as a first option.
 
Telkom needs to update their service centre training, and refresh / renew old cabling. All too often when I have a fault it is intermittent (mainly, but not exclusively in windy conditions). I am generally told that they have no problem, it must be in my house, and it is my problem. They would not accept any responsibility.
Ultimately I was (surprisingly) contacted by a Technician who was working on the cabling in my area who contacted me to ask if I was having problems as he had found loose connections on a corner box!!
 
Not sure if the following already exists but this is my suggestion:

What I would like to see is a 'real-time' programme or application that I can install which shows me my bandwith stats! Its very frustrating to keep having to log in to see whether I am approaching my cap. This way I can control how much bandwith I use at a time and can plan accordingly when I might need to top up. Application MUST be easy to read so the average person understands and can maybe be positioned like a Windows "widget" which is always running.

I believe the average user will find this very useful as we always forget our limitations and have to find out the hard way (by being capped). Telkom can even brand the app and have useful info displaying (like RSS feeds or something). Maybe even display the current DSL speeds (or average for that matter)

Also perhaps if there are Telkom prepaid options available it would help control 'the flow' of bandwith. These vouchers must be easily accessible (preferably online to registered users that can be purchased as you need). I believe this will again assist in helping people like myself manage their bandwith data.

Just as a parting note, I would the particular app I suggested to be FREE as it would greatly enhance the value of the service.

:)
 
Start taking the blame and responsibility for the crap service they supply to customers. Telkom is very good at passing the buck!!
 
Before telkom tries to introduce anything new they need to get there existing products up to scratch!

I would really like to see a quicker roll out of new exchanges, I'm still stuck on a 4meg exchange, even though I live in an area with a lot of businesses and higher income people!

A new product that would be quite usefull is being able to change your own sync profile for a set period and pay a bit extra for the extra speed, when it's needed! This would work both on upload or download! Sometime I find I need a higher upload speed than is currently allowed!

They need to get there uncapped products in line with competition in terms of pricing.

Support is fairly good, we have a good store near us who normally solves problems!
 
•Which new products would you like to see?
I'd like to see TV services and on-demand movie services available over Telkom's ADSL offering. Higher bandwidth availability permits this now and will further permit it as fibre rolls out. Multichoice needs some "real" competition and this would provide some. It would also make Telkom a much more attractive SP.

Why would Telkom unbundle services as suggested elsewhere? When they could offer a whole bunch more and make you far more dependent on them. They have to make money to stay competitive and these value added services will enable that. It's not about "cheap" it's about "value".

•Are there areas where Telkom can improve its support?
Yes. International bandwidth is still flaky and unpredictable. While I get a steady 5Mb/s locally, my international connections, specifically to the UK, are typically well under 1Mb/s and that's where most of my traffic resides. So I get poor value from an expensive service.

•Can they make it easier for you to buy their products?
Oh yes! Just take a look at BT in the UK.
I can log on to "my BT" and order just about anything but the kitchen sink.
Lines are tested automatically to estimate the speed of service that can be obtained. Likewise availability of services in a specific area. Services ordered on-line are then provisioned automatically on the date required and any necessary equipment delivered on an electronically agreed date and time-of-the-day; likewise if an engineer is required to attend. It is a real pleasure. Order tracking and status monitoring are all there. It makes the Service Provider/client relationship very "sticky" when it's so easy to do business and things "just happen" with no fuss.

•Where do you think the company is losing ground against its competitors?

It comes back to being "difficult to do business with" and follows on from the paragraph above. Other SPs are making the effort to be "approachable" while Telkom still, at its heart, treats us as "renters" like in the bad old days. It needs to shake up its core values and understand that its "valued clients" should be just that; and that they now have a genuine choice. Failure to come to terms with this will ensure its further decline.
The GPO became British Telecom became BT and is a world class player; why not Telkom, too?
 
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Which new products would you like to see?

Telkom needs to unbundle voice and DSL lines. Bundles/packages are great if they save some money but they are too expensive when one does not everything in the package. Give people the option of exactly what they want

Are there areas where Telkom can improve its support?

The Telkom call centres need major attention. Politeness goes miles but also the operators need to be properly trained. Sometimes they don't understand what a customer is asking which is frustrating for both parties.

Can they make it easier for you to buy their products?

Probably but it's adequate for now.

Where do you think the company is losing ground against its competitors?

Price is always the main factor for most people but again the knowledge of Telkom employees is often severely lacking.
 
Telkom has quite nicely increased the speed of their ADSL while overall leaving the price somewhat unchanged.

However, they seem to have neglected their WiMAX offering, which is still stuck at 512k and now more expensive than the cheapest 1Mbps DSL offering. In fact, the old 512k DSL product has received two speed upgrades, from 512k -> 1Mbps and the from 1Mbps -> 2Mbps. In both cases, their WiMAX speed remain unchanged.

Now I know that you can no longer apply for the WiMAX product from Telkom, but this should exclude us from the same benefits the DSL customers are getting.

My suggestion:
1) Either increase the WiMAX speed to 1Mbps or preferably 2Mbps as the DSL one was (it is easily capable of being increased to 5Mbps)
or
2) Roll out proper infrastructure in the areas that have been forced to use WiMAX so we can convert to DSL and also benefit from the speed increase that everyone else has benefited from. At least with this option Telkom will be able to get people off the WiMAX network that they evidently aren't putting any attention into
 
Which new products would you like to see?
collaborative products with WAPA and similar to extend services.

Cheap national access to smaller ISPs

Promotion of regional/community ISPs - this could allow for better customer service.

Are there areas where Telkom can improve its support?
Open up the systems to users, specifically:

Statistics - simple webpage with real time graphs of your exchange, line etc

Management - Allow us to fiddle with our service ourselves

Invest a bit more in your support teams

Extend your current monitoring to include more than the core, get a proper picture end-to-end, it will reduce your customer service issues no end

Give us more detail around your plans, like a lot more. Then we can plan our purchases of products and stop hassling your helpdesk


Can they make it easier for you to buy their products?

Be more open about processes. Be clear about what is available where and when any upgrades/changes may happen. Get on the prepaid bandwagon, it will make your lives much easier.

Where do you think the company is losing ground against its competitors?

Simplicity and real time + planning information sharing.
 
•Which new products would you like to see?
For them to Split their ADSL data line from their landline.

•Are there areas where Telkom can improve its support?
You struggle to get through to a human being sometimes on their support lines.
Logging a fault online doesn't allow you to put any details. Why ??

•Can they make it easier for you to buy their products?
Upgrading requires a NEW ISP account. You need to cancel your existing account and then get a new one.
IF you do this in the middle of the month you get TWO full accounts for both as they don't do pro-rata billing.
They don't seem to be able to simply upgrade your existing account. In this day and age this can't be true.


•Where do you think the company is losing ground against its competitors?
Pricing of their uncapped internet.

Other things are their international lines sometimes are slow. Sometimes I struggle to even use google !!!
 
Are there areas where Telkom can improve its support?
Yes, as a pensioner on a government grant, I would like to see a reduction in fee's there are many pensioners who depend on ADSL to contact relatives and friends via email which is far quicker and cheaper then calling them on a phone line.
And I feel that the ADSL line should be separated from the land line, everyone has cell phones now and a Land line is really not an necessity now.
 
Which new products would you like to see? None can think of currently
Are there areas where Telkom can improve its support? Busy period call center support. More staff at busy periods.
Can they make it easier for you to buy their products? Pretty simple as it is.
Where do you think the company is losing ground against its competitors? Interactivity with their clients. You see telkom adds but they generic. nothing that makes them personal for their subscriber base.
 
Which new products would you like to see?

My greatest desire would be to have a data line which doesn't require a voice line, i.e. naked ADSL.

Are there areas where Telkom can improve its support?

Personally, I have found their support acceptable.
They immense time holding on for an operator is annoying though.

Can they make it easier for you to buy their products?

If I have missed it somewhere, please forgive me. A set up similar to AfriHost would be great where I can pick and choose services, and within certain rules, I can activate these online.

Where do you think the company is losing ground against its competitors?

The ability to change with consumer demand is a flaw. I am not sure what the drawbacks are, but Telkom is usually the last to move to newer products like uncapped. In the process they lose customers who want something different to the range offered. So flexibility and the ability to move forward at a quicker rate is what I am looking for.
 
New Products
- ADSL Line without voice (unbundled) is a must
- Wireless coverage in built-up areas

Improve
- Upgrade all exchanges to 40mbps, at least to 10mbps
(I currently pay for 10mbps but the exchange does not support it)
- Difficult to find any ADSL related information on their website - wish it was more logically structured.

Easier to buy
- More consultants at Telkom shops, convenient hours
- Order online (hardware)

Losing ground
- It's so easy to create an account with the opposition - they take care of all the issues and even deal with Telkom on my behalf. So Telkom has to beef up the call centres, help desks etc.
- Innovative ideas - Telkom is always lagging behind.
- Price - probably the biggest area - how is it possible that I can rent a cheaper line with the opposition when it has to go through Telkom anyway?
 
Where to start....

Since 2008 Neotel has been promising coverage in my area "within 2 months". Eventually gave up. So for Neotel - get your act together and at least be upfront with potential customers. The loss of face and trust can never be recovered.

In the interim I have been saddled with the really pathetic performance and support of MTN. Even their in-store support is really below par, and heaven forbid that you walk in while they are having a cuppa - they'll just ignore you until they are good and ready. For MTN - CUSTOMER SERVICE!!!!!!

A few months ago I signed up with the much maligned Telkom (as a last resort) and have to admit I have never been happier. The customer service, installation and set-up all went smoothly and I had the pleasure of dealing with some of the nicest people. Since then have had great stability and speed. Well done Telkom!!!
 
The simple truth is most of us don’t stay in a prime area where the last mile connection is maintained to any sort of standard. Therefore even if you get a high speed connection you will only see the data throughput through a very bad two wire copper connection with negative signal to noise ratio.
If you want to improve service take fibre to each house! the price of fibre is almost the same as copper and at least it won’t be stolen or damaged by lightning.
 
Telkom has lost touch with their consumers and also fallen way behind in the implementation of newer technologies. It takes ages to get a new adsl line, 4 to 6 weeks at last count. I don't feel like I can trust Telkom and that feeling has been around for about 10 years now. At the bottom line it is a para-statal and will always be run by cadre placements who are not always well qualified as much as well connected, politically. Telkom has also closed many of their offices in the smaller areas and this has not helped with their service delivery.
 
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