Sign up with GoogleI am sitting with my hand s in my hair due to Telkom's inability to deal with their clients. While Telkom widely claims that they are getting more and more ADSL customers, a lesser know fact is that they do not employ more and more people to deal with these new customers. My story.
Since the "upgrade" from 1024 to 4128 mbps, my ADSL line has been extremely unstable, making online gaming (Strategy gaming such as Warcraft 3) almost impossible. I barely started a game, then I either lag out or get disconnected. The result is that, I reported an fault to Telkom approximately 2 weeks ago. My Telkom line was down for approximately 8 hours, with the SYNC light flashing on my router (Marconi, but I also tried a Billion router). When Telkom technicians tested my line, they picked up a intermitted disconnection ... likely to be a line error (lose cable or something due to wind ?). However, two days later they seemed to trace the error, as my line was working again without dropping. For about 3 days. Then the infrequent disconnects started happening again.
So, on Saterday I again lodged an complaint, when, after about 2 hours my SYNC light was still flashing. Got my reference number. Seemed the Telkom Tech came out on sunday during the time my family and I went out for lunch ... No phonecall or warning. Since I was not there, the issue was not dealt with, though, I have to admit, my line was on for about 2 hours.
However, the line died permanently Sunday evening (No telephone or DSL ...). I called Telkom ADSL (0800375375) Monday to enquire about the fault, and whether they can speed up the repair, as I also work from home, and availability to 24/7 internet is crucial. They promised to send a tech as soon as one become available. Nothing ...
The Tuesday (yesterday) I again called. No-one could help me. Asking to speak to a supervisor, I was refered to the Customer Care Line (0800600126). I spoke to a Judy (Starting to write down names and times of call). She told me that, since the line is an ADSL line, she cannot help me, as I have to speak to the ADSL section (0800375375). Now, remember, a call to that number takes at least 20 minutes, as they are understaffed, and cannot handle the call volume).
Call again, wait, and after 12 minutes Stanley ask if he can help me. I immediately ask to speak to a supervisor, and, after a 5 minute wait gets transfered to Ismail. He told me the following.
1: There are not enough technicians for the volume of calls in the area,
2: The estimated repair time would be 110 hours after the fault was reported.
3: That they are experiencing a huge number of complaints/faults in the area.
Fine. I can also make a few deductions from the conversation.
Clearly Telkom has been signing up alot of new clients the past few months. However, it seems no new technicians ? So, the same number of technicians have to deal with the increasing (almost 3 times) the number of customers, faults, installations, repairs etc.
Now I am not sure whether Telkom appointed any new technicians, and perhaps some-one can fill me in. However, I think this needs to be investigated, and perhaps the findings, or suspicions posted in a well written article on the first page ?
Any feedback, or help will be appreciated.
Signing of with my dail-up.
Since the "upgrade" from 1024 to 4128 mbps, my ADSL line has been extremely unstable, making online gaming (Strategy gaming such as Warcraft 3) almost impossible. I barely started a game, then I either lag out or get disconnected. The result is that, I reported an fault to Telkom approximately 2 weeks ago. My Telkom line was down for approximately 8 hours, with the SYNC light flashing on my router (Marconi, but I also tried a Billion router). When Telkom technicians tested my line, they picked up a intermitted disconnection ... likely to be a line error (lose cable or something due to wind ?). However, two days later they seemed to trace the error, as my line was working again without dropping. For about 3 days. Then the infrequent disconnects started happening again.
So, on Saterday I again lodged an complaint, when, after about 2 hours my SYNC light was still flashing. Got my reference number. Seemed the Telkom Tech came out on sunday during the time my family and I went out for lunch ... No phonecall or warning. Since I was not there, the issue was not dealt with, though, I have to admit, my line was on for about 2 hours.
However, the line died permanently Sunday evening (No telephone or DSL ...). I called Telkom ADSL (0800375375) Monday to enquire about the fault, and whether they can speed up the repair, as I also work from home, and availability to 24/7 internet is crucial. They promised to send a tech as soon as one become available. Nothing ...
The Tuesday (yesterday) I again called. No-one could help me. Asking to speak to a supervisor, I was refered to the Customer Care Line (0800600126). I spoke to a Judy (Starting to write down names and times of call). She told me that, since the line is an ADSL line, she cannot help me, as I have to speak to the ADSL section (0800375375). Now, remember, a call to that number takes at least 20 minutes, as they are understaffed, and cannot handle the call volume).
Call again, wait, and after 12 minutes Stanley ask if he can help me. I immediately ask to speak to a supervisor, and, after a 5 minute wait gets transfered to Ismail. He told me the following.
1: There are not enough technicians for the volume of calls in the area,
2: The estimated repair time would be 110 hours after the fault was reported.
3: That they are experiencing a huge number of complaints/faults in the area.
Fine. I can also make a few deductions from the conversation.
Clearly Telkom has been signing up alot of new clients the past few months. However, it seems no new technicians ? So, the same number of technicians have to deal with the increasing (almost 3 times) the number of customers, faults, installations, repairs etc.
Now I am not sure whether Telkom appointed any new technicians, and perhaps some-one can fill me in. However, I think this needs to be investigated, and perhaps the findings, or suspicions posted in a well written article on the first page ?
Any feedback, or help will be appreciated.
Signing of with my dail-up.
