How to make Telkom better

using the term exchange loosely to cover any DSLAM/MSAN and sort of setup - the usage is willfully vague to convey a point and is not perfectly accurate regardless of usage because of the fact that the DSLAM to ESR is currently in line rental my argument is that it shouldn't be.
 
ranger said:
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).
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Then changing this should be priority

but honestly making Telkom Internet and Telkom Mobile the flagship for retail purposes is what needs to happen and thats on the bigger change side of things

also Telkom really should be seen to incentivise innovation - the recent competition had odd rules and such a narrow scope in reality that I found it unviable to enter. Sponsoring stuff on this forum will get implementable ideas - and ideas with implementations.
 
HI. I have been having issues with speed since March since last year and then my line went totally dead for a month. I only received an sms a few days ago stating that my line will be fixed on the 6th of January.

All I wanted to know was when a technician was going to come to fix the problem and no one would give me an answer. That's what I would like to see change. An ETA on when the fault will be fixed. This will prevent "flooding" the call center with people wanting to know what is happening.
 
ranger said:
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.




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.
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Hi Ranger,

I appreciate your feedback, but I think if we approach change with that attitude Telkom will still be affectionately known as Hellkom in 10 years. I have found that if you proactively take initiative and do the job in your spare time instead of waiting for a go ahead there's very little resistance. Especially if your proof of concept saves times and money. In the end I'd like to make the life for the customer (us!) easier and at the same time we can make a huge difference by improving a company that delivers a vital service to South Africans.

I have a dream. I have a dream that we can overcome the negativity that has become synonymous with Telkom if we take positives strides toward the future. I have a dream that I can personally help to give everyday South Africans cheaper access to information if I help Telkom improve.

It's possible that I may conjure up ways to improve that company that will never see the light of day. But in the end, I'd rather give my flight of fancy a chance by going all out, oppose to second guessing and never getting off the ground. Carpe noctem!
 
Paul Hjul said:
Then changing this should be priority

but honestly making Telkom Internet and Telkom Mobile the flagship for retail purposes is what needs to happen and thats on the bigger change side of things

also Telkom really should be seen to incentivise innovation - the recent competition had odd rules and such a narrow scope in reality that I found it unviable to enter. Sponsoring stuff on this forum will get implementable ideas - and ideas with implementations.
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Yes! Embracing and actively driving innovation can completely turn a company around. A bank that sells cellphones? The very idea was ridiculous...
 
saburation said:
HI. I have been having issues with speed since March since last year and then my line went totally dead for a month. I only received an sms a few days ago stating that my line will be fixed on the 6th of January.

All I wanted to know was when a technician was going to come to fix the problem and no one would give me an answer. That's what I would like to see change. An ETA on when the fault will be fixed. This will prevent "flooding" the call center with people wanting to know what is happening.
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I'll take this into consideration when coming up with needed changes to the ticketing system. Thanks for your input!
 
I have read this thread with interest. I am a Telkom telephone and ADSL subscriber, and generally have had no problem. What I am not sure about, Brenden_E, is with what authority you are engaging in this thread? Anyone can start a thread saying "what needs to be changed?". But what authority do you have to take forward suggestions? Replies on this thread have been thoughtful and explicit, so I hope you have not just been exploiting people's good will in this matter, but have the authority (management level) in Telkom to make a difference. My best wishes to you, and to Telkom, in this journey.
 
RichardS said:
I have read this thread with interest. I am a Telkom telephone and ADSL subscriber, and generally have had no problem. What I am not sure about, Brenden_E, is with what authority you are engaging in this thread? Anyone can start a thread saying "what needs to be changed?". But what authority do you have to take forward suggestions? Replies on this thread have been thoughtful and explicit, so I hope you have not just been exploiting people's good will in this matter, but have the authority (management level) in Telkom to make a difference. My best wishes to you, and to Telkom, in this journey.
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I understand the concern, I've worked for companies and managers where I knew I was fighting a losing battle. However, at Telkom the managers I've worked with has been some of the most pleasant individuals that are willing to listen to a good idea.

I'm a senior contractor, and have in a few months already implemented quite a big change from my own initiative. Didn't receive an ounce of resistance after I drew up a concept and showed that it works. I think some of the older employees have been jaded by previous management and methodologies. It's disappointing to read comments like those from ranger, but I do understand them. From my own experience, there's very real desire from current management to turn the company around for the better though. The key lies in taking the lead and demonstrate that your idea is more than fluff.

"The real danger lies not in aiming too high and missing it, but aiming too low and achieving it".
 
Brenden_E said:
I think some of the older employees have been jaded by previous management and methodologies. It's disappointing to read comments like those from ranger, but I do understand them. .
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Please fix C9981 before it goes live at the end if this month then.

Please give a target date for retail to use BSAS or expose similar functionality to retail customers (C10086).

Our team at Telkom Internet has done a lot more to improve the customer experience over the past 12 months than any other initiative. PM me if you want a perspective from our side (the side that actually *HAS* to compete).
 
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ranger said:
Please fix C9921 before it goes live at the end if this month then.

Please give a target date for retail to use BSAS or expose similar functionality to retail customers (C10086).

Our team at Telkom Internet has done a lot more to improve the customer experience over the past 12 months than any other initiative [in the local industry]. PM me if you want a perspective from our side (the side that actually *HAS* to compete).
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FTFY

is it an open invitation to get that perspective :)

Also you guys need to get an elephant - as a big ISP and with Afrihost promising that they have Afridog in training ...
 
I know - but you didn't add that the improvement in customer experience tops improvements from all other ISPs in the xDSL local market.
 
ranger said:
Please fix C9921 before it goes live at the end if this month then.

Please give a target date for retail to use BSAS or expose similar functionality to retail customers (C10086).

Our team at Telkom Internet has done a lot more to improve the customer experience over the past 12 months than any other initiative. PM me if you want a perspective from our side (the side that actually *HAS* to compete).
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Ranger, if anything it sounds like we are on the same side. We both want to make Telkom more competitive. I'm not endeavoring to fix everything, instead I'm aiming to step away from things that don't work to ideas and approaches that do.
 
It would be nice if you could get someone to comment on the international latency/ speed problems that TI have been experiencing since the weekend of Jan 4, a simple acknowledgement that they exist would be a good start :(
 
+1 on Mick's statement.
Many of us back Telkom as a good provider.
If you choose to not inform your paying public and those of us who argue for you, then don't be surprised when the backlash starts to escalate.

Please explain why there are such massive international speed problems.
 
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