ICASA: Your feedback needed

Compare with Africa

Mauritius Telekom sells ADSL 512 at Rs 1,590. That is 58.4 US$ = ZAR 360.

And they include 5 mailboxes, 50MB hosting space all in the same package. No extra ISP costs!

This means that we are paying more than double that of other African ADSL subscribers.

http://www.telecomplus.net/ has the details. Also see http://mt.intnet.mu/internet.php

The third world argument does not hold.

Cedric
 
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Telkom misadvertising

My main complaint against Telkom is not the tariffs, which is over the top, but the bad customer service and the misadvertising. Let me explain.

A few weeks ago a number of 2GB users were cut-off, and not able to log in due to the 2GB cap being enforced after more than 6 months without Telkom controlling the services as sold.

My personal experience was extremely challenging, upgrading to 3GB and not having service once cut off over a long weekend, while working on a project to be delivered on the Tuesday following the long weekend Monday. Fact is that the users were not warned of the pending cut-off. Secondly, Telkom did not allow the users to upgrade and have continuous service once upgraded. We were forced to spend one week not knowing whether we have service or not, phoning Telkom every day trying to get our service back on line with Telkom employees saying that we have to wait 3 business days for the service to be restored.

My main complaint is this: In the end we were forced to dial into our old mWeb account at our own cost while we did not have service. The Telkom website clearly states: "Can still access the Internet over a dialup connection". The misadvertising is the fact that Telkom did not provide dial-in services for the duration while the ADSL was cut-off.

Other than that, the Telkom website also mentions that once capped "Both local and international bandwidth is disabled on the ADSL link". In fact Telkom refused user login as opposed to limiting bandwidth, even if the limitation should be set to zero.

Good luck.

Cedric
 
cedric said:
Mauritius Telekom sells ADSL 512 at Rs 1,590. That is 58.4 US$ = ZAR 360.

And they include 5 mailboxes, 50MB hosting space all in the same package. No extra ISP costs!

This means that we are paying more than double that of other African ADSL subscribers.

http://www.telecomplus.net/ has the details. Also see http://mt.intnet.mu/internet.php

The third world argument does not hold.

Cedric
Click to expand...
Additionally its important to remember that the majority of internet traffic would be international (ie. via undersea cable) given how Mauritius is a small island with a small domestic internet market...
 
The presentation should be high level backed by user facts as needed:

1. Telkom is marketing and introducing a range of new products in the market which is badly priced, does not work 99,99% of the time, and is backed by poor first line support. First line support employees dont have the knowledge or skills to accurately assit with issues for new products like Home DSL 384/192, etc.

Three examples:

1. When a call is made to Telkom ADSL they dont know what Home DSL 384 or 192 is, or what the products entails or where to refer it to internally.
2. The Telkom ADSL network is frequently offline, last was the 016, 042 area from 10 April 05 to 12 April 05. It took 48 hours to get the service running again.
3. Their accounts and billing model really need to be more real time. They only have one billing run, thereafter no updates can be made on accounts. Telkom do not update and rectify billing mistakes that they made on invoices.

Reference numbers can be presented for all three examples if requested.
 
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