More Bad Service from Telkom

[riverdusty]

I hope TelkomZA guy can help.
I've been 5 days with a dead phone line.
Telkom keep apologizing and saying they're investigating.
Seriously, 5 days?
Thing is, it looks like this is the norm from Telkom.
Whats a guy to do?

(TelkomZA guy, REF 156BWK201015)

 

[RazedInBlack]

But you only reported the fault yesterday?

 

[riverdusty]

But you only reported the fault yesterday?

Nope, reported it 5 days ago.
It took them that long to actually give me a reference number.

 

[MickeyD]

Pro Tip to folks reading this: Always insist on a ref number when you make that first call.

 

[MickeyD]

Nope, reported it 5 days ago.
It took them that long to actually give me a reference number.

Without that ref number NOBODY has been looking at it. Techies are measured on refs cleared so they do not respond to any request unless they have a ref number.

 

[riverdusty]

Without that ref number NOBODY has been looking at it. Techies are measured on refs cleared so they do not respond to any request unless they have a ref number.

So I have discovered. Thanks for the Pro Tip

Well, Now all I can do is go crazy on social media, do some hello peter stuff, and contact TelkomZA guy here.

 

[MickeyD]

So I have discovered. Thanks for the Pro Tip

Well, Now all I can do is go crazy on social media, do some hello peter stuff, and contact TelkomZA guy here.

All those channels head to the same group of people in the same office. Stick with a PM to TelkomZA and a link to this thread. He can pick up all your details from that ref.

 

[riverdusty]

Well, someone did something.

My wife just phoned to say that a techie came and the problem has been resolved!

 

[MickZA]

Not sure if you used 10210 to report your fault but I find that online is the best - https://secureapp.telkom.co.za/assurance/public/logafault

... SMS is also an option but I'm not sure if the routine has changed as I haven't needed to use it in ages (prefer online), it used to be SMS the faulty ADSL line number eg: 0111234567 to 012 321 0212 and they respond with a series of questions and finally your fault ref number.

 

[HendrieV]

Well, someone did something.

My wife just phoned to say that a techie came and the problem has been resolved!

Not bad considering the fault was recorded yesterday.

 

[ghostR]

Oh goodie! More GOOD Service from Telkom!

 

[Alton Turner Blackwood]

Nope, reported it 5 days ago.
It took them that long to actually give me a reference number.

No, you reported it yesterday, complaining about really loud static and ADSL working intermittently.

There were no other faults linked to this circuit.

 

[riverdusty]

No, you reported it yesterday, complaining about really loud static and ADSL working intermittently.

There were no other faults linked to this circuit.

Hi. Line fault. No dial tone. Line dead. 0217624510
Oct 17
Dusty

Hello?????
Oct 18
Telkom

Hi, we are sorry for the delay. Your query is under investigation and feedback will follow.
^FM
Oct 18

I reported it on the 17th.
They responded on the 18th to say investigating.
20th is when the ticket was created.
So what 'investigation' were they doing before then?

 

[mpdjhb]

Without that ref number NOBODY has been looking at it. Techies are measured on refs cleared so they do not respond to any request unless they have a ref number.

There's the problem. They are measured on faults cleared - not faults fixed.
I have a fault for months - they simply clear it. And then i reopen it. And they clear it again. And I reopen it again. And... (you get the idea)