Montana Pretoria ADSL problems

[Willeboer]

I've had an ADSL outage since 17/18 June 2014. I have changed modems, and IPS details. DSL syncs, but internet stays down. I have escalated and escalated the call at Telkom to have a look, and I am now at the end of my tether.
According to the helpdesk, there is some kind of problem at the exchange, and they are looking into it. For 2 weeks? Really? Anybody else out there from Montana, Pretoria, have the same problem - 012548 exchange? Line speed is 4Mbps, and DSL syncs at the right speed.

I used the following accounts to test if it was perhaps my ISP: OpenWeb, Axxess, Imaginet, and all with exactly the same results. DSL syncs, and internet shows connecting, with no final connection.

Anybody knows who I can get in touch with to get this problem solved? It is really frustrating, having to pay for my line, and uncapped DSL, and not being able to use either for half a month. I guess I will have to make up once it is back up and running...

 

[alexandergrahambell]

I'm on the (012)548- exchange. I recently went four days with no internet, had my port "recreated" three times, escalated multiple times to who knows what level, all after hour-long waits for the service centre to respond, pressing 1,2,3 etc etc, in short the whole catastrophe. One consultant thought (!) there was an area problem. The line was syncing, but no data was arriving. Eventually on a Saturday (overtime pay?), a technician arrives. When we look at the router, it's working 100%! Amazing. The techie says he reset the port on the way over from Pta North in his van by phone and leaves with me marvelling at the miracle cure i.e. a port reset.

Now I know this is not helpful as regards whether there is an exchange fault, but when it comes to Telkom it shows that perserverance pays off. I also found that getting through to the call centre is easiest just after 08:00. By the way my line has now been at least as bad or good as it always is (10mb syncing at 7mbps) since then, so it's unlikely to be the exchange. Suggest you quote your escalation number and continue phoning until they send a technician.

P.S. The same techie with his magical powers says he knows nothing of any planned upgrades for our area.

 

[Willeboer]

Hi,

Final feedback: I spent an hour on the phone yesterday. The support person made vague noises about escalating it yet again, so I told him I was going to phone back every hour until the problem was solved. I refused to be put off by promises, etc, until he gave in, gave me a new escalation number, and put me through to a so-called "level 2 support" person, going by the name of Kyalami. After doing a hard-reset of my D-Link modem, and switching it off for about 5 minutes, the modem synced, and the internet light came back on. His explanation was that the port was "stuck" in some weird state, and even after recreating it, the problem did not go away. Reconfigured everything, and at least everything is now up and running and my family is not threatening me with mass action and/or physical bodily harm anymore, because they can now again play their clash of clans on their tablets

Perseverance and doggedly hanging in there paid off

Now to get the speed issue sorted out, because 4Mbps is really getting to be too slow...

 

[alexandergrahambell]

Glad to hear that you triumphed in the end! Disappointing that North of the Magaliesberg seems not to be in line for VDSL or fibre upgrades anytime soon.