Line down since mid november

[lorgat94]

My Telkom DSL and phone line has been down for over 6 weeks now.

So like a week after we reported it to both Telkom and Mweb someone came. And they said there is a problem underground that he cannot fix and he will report it. We were advised that all we could do is wait for the guys to come fix it.

Then after 2 weeks or so, we get an SMS saying that they are working on the problem. 2 days after this they SMS to say problem fixed. Still phones not working, nor is the DSL line.

So I phoned Telkom again to say that its not working so they say they have escalated the problem. Almost 2 weeks, still not sorted.

If the line is managed by Mweb can we hold them accountable for this? What is the best thing to do to get this sorted. Any Telkom/ Mweb complaints email addresses?

 

[pezulu]

Don't hold your breath, particularly when it comes to Telkom repairing cables.

On 18 October some yahoos from OpenServe "repaired" a cable that they "accidentally" cut when trying to find a fault.
They spent 5 days digging a new manhole, and splicing new cable in.
Since then our ping has been atrocious.
Every few days they say they have attended to the problem, and it has been resolved.
The only issue is, it hasn't.
Ping is terrible.

27/10/2017 271CTK271017 Resolved 18/11/2017
18/11/2017 220CTK181117 Resolved 29/11/2017
29/11/2017 144CTK291117 Resolved 30/12/2017
31/12/2017 006CTK311217 Resolved 02/01/2018
02/01/2018 469CTK020118 Open

Hopefully you have better luck than we do.

 

[DanteHocanin]

02/01/2018 469CTK020118 Open ive had a look now and this fault was assigned to a tech yesterday on the 5th Jan. Telkom does take very long for cable issues but its mainly because the technicians are disorganized and are backed up with unresolved fualts.

 

[rh1]

My line was down since the 20 December and was restored on Thursday 4th January. I basically contacted every one including TelkomZA on the MyBB forum and Telkom Facebook . I think the difference was when I was referred (by the call centre) to another Telkom line (021 311 2473) where after the 3rd time calling this number, I insisted speaking to a manager (Tuesday). The manager inform me that she does not know when the technical department would be able to assist me but I told her that is B/S as the Technical Dept should be able to estimate how long each and every job and hence be able to give the call centre a ETA. Wednesday the technician worked on the line and Thursday it was up and running.

 

[Drifter]

Same issue, had the fault escalated about 4 times. Last reply is that they have a backlog on fixing faults.

 

[rh1]

Same issue, had the fault escalated about 4 times. Last reply is that they have a backlog on fixing faults.

This was their response to me. I then nicely explained to the manager it was her responsibility to obtain an estimate time and not just say she don't know and I expanded my explanation to include work orders/job cards and how each job can be roughly estimated and hence you cannot tell me you can't give an estimate by when my fault will be attended to.
It seems that Telkom approach is to prioritise the more difficult customers.

 

[pezulu]

02/01/2018 469CTK020118 Open ive had a look now and this fault was assigned to a tech yesterday on the 5th Jan. Telkom does take very long for cable issues but its mainly because the technicians are disorganized and are backed up with unresolved fualts.

How much of a backlog can there be, if they keep closing reported faults, and hoping that the issue goes away?
5 Faults logged in the last 2 months with no improvement to the service is pushing the bounds of customer service.
In the meantime we have to keep paying Telkom, for a service they aren't delivering and being paid for.

 

[LazyLion]

Mine went down for three months, eventually I just canceled it.

 

[lorgat94]

Cancelled it. 3 months was too long a wait. Switched to MyVoip