How to make Telkom better

kingrob said:
How about I can see all my accumalated voice minutes at a glance on the Telkom portal?

I know I have a lot of minutes, but still would like to see how many. :)
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Is this for landline or mobile? I'm not all clued up with the range of packages yet.
 
Brenden_E said:
Hi All,

I've recently joined Telkom, and I'd very much like to help make things better. There's new management and they are open to changing things if the ideas are good. I've got a few things I'm working on, but thought I'd ask around for some input.

What is the one thing you feel Telkom can do to make itself better? I'm referring specifically to online/technical services. So for instance, if you could have a control panel, what would you like to control? If there was a shop for new Telkom products, what/how would you like to get that information.

I know we all like to complain about Telscum, so here's your chance to make it better!
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Allow competition in the fixed line arena..
 
znh said:
Simplify the DSL mess. South africans need a high speed connection at an affordable price. Focus on providing such a connection and the backbone to route the traffic.

Stop charging per line speed, charge for a working broadband connection @ max attainable speed something affordable like R250. Give customers options with different installation costs for different technologies. It costs the same to provide a customer with a 384kbps or a 10Mbps DSL. Mobile providers do not charge differently for the speed you are getting, compete with them head-on if telkom wants to survive.

1. Make 40Mbps the only DSL option. Make voice optional.
2. If DSL does not work well (cable theft, old infrastructure etc), give customers the option to have a Wireless LTE connection. Installed with some directional antennas if needed. No data contracts attached.
3. Give customers the option to install a directional WIFI dish to a tower that is connected to an exchange (like the WISP), integrate with existing WUGs, and allow a user to have "his connection" over the WUG infrastructure. People and companies will build their own networks in time, but telkom will still make money from providing a "connection to the exchange"
4. Give business and select customers the option to install fibre that runs at max speed, eg 100Mbps.

5. Let ISPs manage the data bundles, provisioning for speed, accounting, billing, and dealing with customers, they do it best. Let them provide these services over any of the above connection types.

6. To install such a connection above charge a installation fee to recoup costs for installing a dish/line/router/s, allow the customer to finance it over one or two years, insure against lightning damage. Use a bank to finance this, telkom is a not a bank. Use insurance companies to insure, telkom is not an insurance company. Also allow for the customer to self finance (self pay), and insure on his own the installation costs.
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This is wrong. All the exchanges need backhaul bandwidth. The faster your ADSl, the more bandwidth Telkom needs to install.

As for your comparison to the cell operators, if you want to pay R2 a meg, go right ahead.
 
Chevron said:
This is wrong. All the exchanges need backhaul bandwidth. The faster your ADSl, the more bandwidth Telkom needs to install..
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So let telkom install backhaul bandwith as needed, with fibre it should not really matter how much you need, just light em up. Lots of unlit fibre in the ground waiting...
 
Not going to repeat anything already posted...

Restructure Telkom and make the regional guys responsible for the customers in their own areas.

Currently any problem is shunted between sections and then divisions and then HO and then .... NOTHING.

If there is a regional manager (eg. per province) then that oke must sort out the shyte in his/her area. No buck passing.

If the customer really wants to, then he/she can meet with a Telkom representative (face-to-face) and get assistance.
 
Be more transparent.

Telkom is known for under-promising... and then under-delivering! :mad:

A good example is the current NGNEC project. Why not be upfront with your customers and provide us with a schedule of when the SDCs and/or exchanges will be cut over to MSANs or ISAMs. Even if you add a more or two for contingencies!!!!

Also be honest with those of us who will NEVER get upgraded... don't keep us in suspence, just tell us.
 
Be more trnasparent.

Do you have backhaul congestion problems?

Tell us what you are doing about backhaul links to alleviate any congestion issues.

Are you busy replacing the older SDH technology? If so, when, where, with what?

Why so secretive? Surely your shareholders or prospective shareholders will appreciate such news? It shows that you are doing some forward planning!!!
 
This may be a repeat...

SORT OUT YOUR TELKOM DIRECT SHOPS!!!

If I want a single point of contact and I walk into a TDS then they must NOT tell me to do to the corner and pick up a phone that connects me to the the call centre idiots! :mad: The employee at the counter must do more than sell me a bloody telephone that I don't want.
 
tying to McDs suggestions: identify the exchanges where copper just does not make sense in the long term for Telkom and start actively looking for how to offload that infrastructure -- a dorpie with 2000 houses is unsustainable on voice and even DSL revenue but if such a dorpie gets 20 SMME backoffice customers its a different story -- or the shutdown. Don't spend money maintaining in the hope of viability.
Customers want humans to speak to, make sure you have them available.
 
Chevron said:
This is wrong. All the exchanges need backhaul bandwidth. The faster your ADSl, the more bandwidth Telkom needs to install.

As for your comparison to the cell operators, if you want to pay R2 a meg, go right ahead.
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except that the costs between premises and exchange are the same regardless of backhaul and the cost between exchange (loose definition) and breakout to ISP is in the IPConnect charge so the more backhaul is needed the more revenue comes in from IPConnect. The current situation is problematic so ADSL line rental should be standardized down from 4/5 products (not sure if 20 and 40 have different pricing) to 2.
 
Brenden_E said:
Hi All,

I've recently joined Telkom
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So recently you haven't read the Electronic Communications Policy, or did you get clarity on whether MyBroadband qualifies as Social Media?

Or, so recently you aren't aware of the huge backlog of change requests logged to your group?

and I'd very much like to help make things better. There's new management and they are open to changing things if the ideas are good.
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Who, and in what section?

I've got a few things I'm working on, but thought I'd ask around for some input.

What is the one thing you feel Telkom can do to make itself better? I'm referring specifically to online/technical services. So for instance, if you could have a control panel, what would you like to control?
Click to expand...

There are two-year-old CRs logged for most of the things fixed-line customers need (which you will get users askimg for), but ITS has instead decided it is more important to re-implememt something that at least works now (see C9921), while removing half the existing features, than give customers something new (like upgrade adsl speed online) that would benefit all ADSL customers (and not just TI users).

For now though, I would settle for consistent navigation within ePortal. For example, log in, view your bill on EBPP, now how do you get back to the MyServices landing page?

I have reported bigger breakage to Brenda by email, which weren't even acknowledged ...
 
Paul Hjul said:
The current situation is problematic so ADSL line rental should be standardized down from 4/5 products (not sure if 20 and 40 have different pricing) to 2.
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Not all speeds are supported everywhere though. I'd hate to pay the same as someone getting 40Meg when I only get 2Meg.
 
Brenden_E said:
This is one I thought of too! I love the afrihost console / self help portal; it's brilliant.
What I'll do is I'll actually upload some of the designs I have in mind for the portal to display the functionality and flow, and you guys can let me know what you think.
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Please don't waste time with mockups of functionality that isn't available. Rather start with mockups of the existing functionality that caters to adding more later in a logical, easy-to-use interface.


Sunbird I think it would be really cool if you make a call it automatically gets logged into your client zone as a ticket that you can follow and respond on.
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Which of the 4 systems used for logging tickets would that be? (1st problem).

As far as I know, only one of them currently supports replying by email and has a web interface and API, our one, but we weren't allowed to expose the web interface to customers, and ITS hasn't asked for the API.
 
Chevron said:
Not all speeds are supported everywhere though. I'd hate to pay the same as someone getting 40Meg when I only get 2Meg.
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the price should change on your service end because the line rental covers the DSLAM/MSAN costs which are constant
 
eboo said:
Hi

mobile app that allows airtime, data and prepaid purchase. log and track faults and orders.
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Here is the android one.

allow customers to view and query all interactions with Telkom.
availability of telkom deals via other stores/retailers.
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You can buy/order Telkom deals at Dion Wired.

better trained staff and more staff in stores
more stores.

more converged product offerings: mobile,adsl and wifi data offerings.
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In the pipeline, but due to IT issues, it won't be as converged as it could be.

also bundles with voice
streaming video offerings - perhaps partnerships with amazon/netflix/hulu etc
sim sonke pricing on contracts
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There have been many initiatives on content, but it is quite challenging. Netflix isn't interested in SA at present (too small a market), and while they aren't legally here we can't peer/CDN them.

Our capped adsl products do give you free data for streaming from iTunes, and streaming and downloads from Samsumg Video Hub and BoxOffice (qualifying traffic doesn't count to your cap). Unfortunately we can't include Netflix etc.

Of course, finding all the information on how our ADSL products work on the Telkom website is nearly impossible. We (TI) aren't allowed to do anything to change that. Hopefully Brenden_E can do something about it (but I won't hold my breath).
 
Paul Hjul said:
except that the costs between premises and exchange are the same regardless of backhaul
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You mean between premises and DSLAM/MSAN?

and the cost between exchange (loose definition) and breakout to ISP is in the IPConnect charge
Click to expand...

From the ESR to the ISP.

so the more backhaul is needed the more revenue comes in from IPConnect.
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ADSL line rental also covers from the DSLAM to the ESR. IMHO, this cost should be moved into IPC instead. But apparently Wholesale doesn't think so.
 
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