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twinmommy

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Hi there I have a small business and am running Telkom ADSL and Telkom as my ISP we keep getting an intermittent drop in our connection. This has been going on since November. I am at my wits end, am losing all my customers. Can anyone please advise me as I was advised to come to this forum?? Will it make any diference if I change my ISP??
 
Welcome. If it is a problem with the account then changing ISP will solve the problem. But If its a problem with the line then the problem will still presist. Call telkom technical support its a 0800 number I think and ask them to test the line. they will run a couple of test to check whether the line is faulty or not and if the connection gets dropped. If they come back with a all clear it could be a problem with your account. Although I would have to say its 90% of the time a problem with the line or the quality of the fiber or the distance from the exchange. But wait for more replies :)
 
twinmommy said:
Hi there I have a small business and am running Telkom ADSL and Telkom as my ISP we keep getting an intermittent drop in our connection. This has been going on since November. I am at my wits end, am losing all my customers. Can anyone please advise me as I was advised to come to this forum?? Will it make any diference if I change my ISP??
Click to expand...

/me ninjas twinmommy
/me greets the ninja'ed twinmommy
Welcome to the MyADSL Forums! :D

99.95% of the time changing your ISP will not solve these kind of problems. Sounds like a line problem. Does the Internet connection drop or do you lose sync?
 
Hi guys thanks or the quick replies. I have sooo many service calls logged at Telkom it would probably take 1 year to read them. I know all their numbers in my sleep and can already tell the consultants what they are about to tell me. When I spoke to the test centre they confirmed that it is the data line that keeps dropping but how do I get them to change my line. Most o the time that I speak to them on the 0800 - wait forever line.... they tell me the same thing they will escalate my problem etc.... Usually by the time a technician eventually arrives the problem has resolved itself. Why is it such a dificult task for them to just change the line for us??
 
The line drops and the guys at 10215 can tell me exactly when it dropped and when it came back up.
 
twinmommy said:
The line drops and the guys at 10215 can tell me exactly when it dropped and when it came back up.
Click to expand...

Ok, so it loses sync - What speed is the line? Maybe you are too far from the exchange and need to let them lower your line speed a bit? If you could post your line stats (noise, line attenuation stats, etc) then we could maybe have a look at it.
 
Apparently we are only 500m from the junction??? The line speed is 512 I do not know all the other stats that you asked for?
 
twinmommy said:
Apparently we are only 500m from the junction??? The line speed is 512 I do not know all the other stats that you asked for?
Click to expand...

Hi twinmommy.

We had the same problem for quite some time and the only solution was to have a technician come out to fix it.

I'd suggest being completely persistent. When you phone, ask for a reference number for the call and a reference number for the fault you logged.

Phone back the next day and enquire about the fault and quote the reference number of the fault. Be persistent and ask them to send out a technician.

If the technician arrives, tell him what happens, show him which light (if any) goes off when the connection drops and ask him to test your line for problems, they've got equipment with them.

Don't make the technician's life hard for him, be friendly, but be consistent that you want the problem sorted out once and for all.

We had about 3 different technicians and at the end of the day we were sorted with the last one, we currently have a 4mbps line at the moment and almost no problems.

tera ;)
 
Hi tera

Thanks for your input. Tera we have already had their specialist technician at our shop!!!! then for a while our problems were solved but just came back as useal no too long after. The technicians do not seem to know how to fix our problems. Is this not a simple matter of giving us a different line considering 10215 have tested and say that the data part of the line is problematic. Should I call 10217 telkom business and speak to them about it? I even went into the Telkom ofice at CW they could not help me.
 
You can try phoning the Telkom Business number, I'm not sure what they'll say though.

"specialist" technician is an over statement, if he was a specialist the problem would be sorted.

We've got a business line and I usually phone the 0800 number however, but very rarely as I use the online forms located here:
http://mybroadband.co.za/vb/showthread.php?t=103997

Edit: check in the link I provided for the link to "resolve ADSL issues" there's a few numbers to phone and procedure there.
 
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Hi everyone thank you for all the help yesterday. Anyway after all the commotion the internet came back on miraculously when when we were closing up last night. What a surprise!!!!!!! However I did go to the telkom office today to change the router so that I could at least eliminate one possible cause of the problem. Hope this was the problem!!
 
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