Longer than 30 days

[daveza]

Ok - an adsl installation for a client of mine requested 3 months ago is on the list for end October once their ' project ' is completed.

According to the new regulations it has to be provided within 30 days. I want to make an issue of this so does anyone have an idea what my next step should be ?

 

[.geek]

Read the sticky thread at the top of this forum section: http://myadsl.co.za/vb/showthread.php?t=37678

 

[ZA_medic]

Join the club.

Anyone know of any stats how long a port project nornally takes?

 

[bwana]

Ok - an adsl installation for a client of mine requested 3 months ago is on the list for end October once their ' project ' is completed.

According to the new regulations it has to be provided within 30 days. I want to make an issue of this so does anyone have an idea what my next step should be ?

According to the regulations it says 30 days

if the applicant qualifies and resides within an ADSL-enabled exchange area

Is the area adsl enabled?

 

[daveza]

Ah, now there's the thing. What do they mean by ' enabled ' ?

Sure - the neighbours have adsl and the client ' qualifies '. Has even chosen the more expensive business option in the hope of a faster installation.
However perhaps Telkom is not ' enabled ' to provide this service due to a shortage of ports.
That would make a mockery of the regulations.

So the question is - what is really meant by enabled.

 

[bwana]

Has even chosen the more expensive business option in the hope of a faster installation.

AFAIK the Business ADSL and Home ADSL both pay the same. The line rental is more for business but unless they're installing on a new line instead of using an existing one I dont see that making much of a difference.

If it was me I'd be tempted to look into the feasibility of cancelling the old application and submiting a new one ensuring telkom doesnt claim the old one wasnt subject to the 30 day clock. You might not want to take the risk (if there is one).

 

[daveza]

Un @#$%believable.

Called Telkom - ' sorry we cant tell you anything our servers are down - call back tomorrow '.

I am lost for printable words.

 

[ZA_medic]

Un @#$%believable.

Called Telkom - ' sorry we cant tell you anything our servers are down - call back tomorrow '.

I am lost for printable words.

Happened to me last week as well.

I swear, that around peak time 'the server goes down' so they can clear the calls quicker.

 

[Peppercorns]

Yeah

This is their latest excuse...i mean before it was always "oh sorry, there are no ports avaliable and we have to wait for a technition to sort it out..."

Now its "Oh sorry the server is down....we can't help you presently."

What a load of crap

The server has convieniently been down for an awful long time now

 

[daveza]

Called back at 4.30pm - waited online till 4.55 with no answer.

Called back 4.56 - all our agents are busy, please leave blah blah and we'll call you back ' shortly '.

I'm sure they could spend a few rand employing a very thick-skinned individual, to which calls are not recorded for quality purposes, and to whom we could just vent our frustration with every obscenity available.

That would make me feel so much better.

 

[Kasyx]

Yeah, I had a friend of mine order an ADSL line yesterday, and when the dude told him it could take up to 6 weeks, he mentioned the ICASA regulations.

Apparently the guy got really cocky with him and told him that he had read the regulations and that perhaps he (my friend) should go read through them and understand them before talking about them.

How customer-centric is that?

 

[daveza]

So which part of the ' must be installed in 30 days ' are we misinterpreting ?

 

[dualmeister]

OMW. I can just imagine it now. The supervisor decides on what the excuse for the day is going to be

Yeah, I had a friend of mine order an ADSL line yesterday, and when the dude told him it could take up to 6 weeks, he mentioned the ICASA regulations.

Apparently the guy got really cocky with him and told him that he had read the regulations and that perhaps he (my friend) should go read through them and understand them before talking about them.

I would so not leave that there. I would be onto his boss and his boss's boss.

 

[bullfrog]

Very typical from Telkom's side, they might be sorting out their install times in certain areas, but they should seriously fix their call centre. They should at least give some sort of training in handling customers. They can't just keep coming up with excuses, they are going to run out of them. What then, will they start hiring people to brainstorm new excuses

But on the other hand, that guy probably had a million calls from customers reading the ICASA regulations and it's not his fault that Telkom do what they want.

 

[daveza]

I actually got through today - and here's the bad news.

The port project in Durbanville is scheduled to be completed end October. After that 7 to 10 working days for the installation.

On pointing out the new regulations the lady shot back with ( obviously had this one before .. ) ' provided the infrastructure is available '.

Thus ' adsl enabled ' = ' have ports available '.

Now we dont know whether they have ports available - so they are free to use this as an out.

I'm afraid this new clause is not worth the paper it is written on.