Line upgrade through WA

Nod

Nod

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Logged a ticket to upgrade my line to 4Mb. As the line is managed by WA, had to go through them, however they give a 7 - 19 days for this to happen :wtf:

If I had done this through Telkom, I could have had it upgraded in 2/3 days. So why the delay?

They also can provide me with a Telkom reference number for the call, only an internal reference number, which wouldn't help me to follow up with Telkom.

Their ticketing system also seems to close tickets "automatically" after a certain time. This is not acceptable, as I have to reopen the ticket every few days. Today, it is also not possible to log into the client service area because of some internal error.

I would really like to know why it takes longer to upgrade the ADSL line through WA, than with Telkom directly.
 
Hummercellc said:
Phone telkom they can do it for you. 0800 375 375.... over the phone. no need to use WA to upgrade that
Click to expand...

WA "owns" my ADSL line, as I have one of their "All-in-One" packages. I also pay WA for ADSL, not Telkom. So while I could go directly to Telkom, WA would need to know about it, in order to bill me correctly.
 
Hi Nod

I would like to apologize for the delay in the upgrade, however we only follow the ETA guidelines we receive from Telkom.

Could you please PM me your client code and contact details so that I may investigate this matter for you.

I would like to have this issue resolved for you asap and find out why a reference number could not be issued to you.

Thank you.
 
A line upgrade/downgrade is usually instantly or at least 5-10min There should be no 'days' involved although they say ETA up to 7 days.
 
WAangelo said:
Hi Nod

I would like to apologize for the delay in the upgrade, however we only follow the ETA guidelines we receive from Telkom.

Could you please PM me your client code and contact details so that I may investigate this matter for you.

I would like to have this issue resolved for you asap and find out why a reference number could not be issued to you.

Thank you.
Click to expand...

Hi WAangelo

I've just spoken to Telkom. They completed the "conformance testing" on my line, and a technician should be assigned to the upgrade shortly.

This could have been prevented, as my line had been 4Mb before, so it should have been a simple configuration change, and not a whole investigation.

I'll PM you know with my client code.
 
This happens routinely with WA.
And the ticket system "closing tickets" thing is a PITA - I have complained endlessly about that, but no one seems to do anything about it.
 
I could still handle the ticketing system, if they at least kept me updated on progress.

At least I would know they are doing something.

Update messages like:
- Call logged with Telkom, awaiting reference number.
- Reference number with Telkom is <x>. Our reference number is <y>.
- Telkom have tasked technician to do conformance testing.
- Waiting for testing to be completed.
- Waiting for testing to be completed.
- Waiting for testing to be completed.
- Testing done. Upgrade should be done within 2 days.
- Upgrade was done. Please verify.
- Thanks for verification. Ticket will be closed now.

Might take some work from WA, but it will keep customers in the loop, and in the same time show Telkom that they should put some effort to WA tickets, as everybody knows what is the hold-up at any one time.
 
ponder said:
:confused: This is a simple soft switch done by someone from behind a computer remotely in seconds?
Click to expand...

I know. Just repeating what Telkom told me.

Previously this whole thing took 2 days, but because off the extra middle man, it can now take 3 weeks. Just doesn't make sense.
 
Thanks for the call WAangelo. Hopefully everything will go smoothly from now on.
 
Hi Guys

@Nod - as per our conversation I will be investigating this further for you and provide you with an update daily.

With regards to the tickets closing, we understand that it does give the wrong perception and leads customers to believe that the issue has been forgotten.

I can assure you that we are aware of these outstanding issues and we should provide customers with regular updates.

If this is not happening I urge you to please make it known to us.

We are currently trying to implement a system whereby tickets go in a pending state rather and daily updates provided on outstanding issues.

I believe that once this has been implement it should alleviate a lot of problems and questions especially if daily updates are provided.

We are in the process of streamlining our systems to provide customers with an even better Web Africa experience.


Thank you.
 
WAangelo said:
With regards to the tickets closing, we understand that it does give the wrong perception and leads customers to believe that the issue has been forgotten.
Click to expand...

Well, that is because it HAS been forgotten.
I have never had WA respond on a ticket once it has disappeared. Only constant reopening on my side, and bugging of WA techies results in action.

Get rid of that auto-close feature, please.
 
Hi Guys

We are aware that currently tickets automatically gets closed 72 hours after a consultant has replied.
The reason for this is that consultants reply to tickets informing the customer that an issue has been resolved and not all customers reply after the problemhas been fixed.
It is for this reason that we cannot have tickets open indefinitely without a reply from a customer.

We agree that ongoing tickets such as line upgrades, line transfers, new lines and technical queries escalated to engineers to name a few, should be updated
with regular feedback to make customers aware of the progress on the issue.

We are currently in the process of implementing a "pending feedback" status on our ticketing system,this will enable the consultant dealing with the ticket
to put the ticket in a pending state while awaiting feedback on a certain issue.
This will avoid tickets being automatically after 72hours

This will also allow agents to update outstanding "pending" tickets daily with feedback to our customers.
Regardless of progress made on a issue, it will be the agents duty to provide an update daily to the customer.

There will also be a pending tickets status in your client service area which would ideally show you a list of tickets pending feedback.
This will be available under the ticket section where currently only open tickets and closed tickets are listed.

I hope this will alleviate many of your concerns you might have.


Thanks for bringing this to our attention.
 
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