MWEB/TELKOM WTF!

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Blender1

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So to begin a rant and hopefully a sympathetic ear.

My line started to act up at the beginning of September. The line continuously connects and disconnects, and I cannot get any data throughput on the line when it is connected.

Phoned Mweb as I am also pay the ADSL rental through MWeb...

Call 1: 13/09/2012 21:39 MWeb reset my line and ports (whatever that does?!)
Call 2: 21/09/2012 20:05 Still no improvement, Received 2x Ref No's (Dale)
Call 3: 17/10/2012 19:07 Line is still intermittently connecting and disconnecting!

Line now only linking to exchange at 416/512kBps
Call 4: 19/10/2012 19:29 Farouk, will escalate
MyBB: Sent PM to MWebGuy He will escalate through management team.

Call 5: 19/10/2012 20:10 Telkom, They will escalate (whatever?)

Received feedback from MWEB: Exchange to far from my location for 1MB (:wtf:, I've had the 1MB line for more than a year and it has always been syncing at 1MB)
Call 5: 26/10/2012 15:27 Called them back. They will escalate :mad: AGAIN!


What are the next steps that I can follow to actually find out if the support calls has been escalated and to who is now ultimately responsible for my support call?
I'm at a loss as to where to from here!
 
I have a similar problem. Telkom is useless though(lol). I've phoned them 25 times and have kept record of it and 15 of these calls have been escalated.. All that happens is I get a ticket from them and 12 hours later I get another sms saying its been resolved. I'm with Mweb as my ISP but still have the line directly with Telkom. I might have to complain at ICASA. Perhaps you should look into it.
 
Blender1 said:
So to begin a rant and hopefully a sympathetic ear.

My line started to act up at the beginning of September. The line continuously connects and disconnects, and I cannot get any data throughput on the line when it is connected.

Phoned Mweb as I am also pay the ADSL rental through MWeb...

Call 1: 13/09/2012 21:39 MWeb reset my line and ports (whatever that does?!)
Call 2: 21/09/2012 20:05 Still no improvement, Received 2x Ref No's (Dale)
Call 3: 17/10/2012 19:07 Line is still intermittently connecting and disconnecting!

Line now only linking to exchange at 416/512kBps
Call 4: 19/10/2012 19:29 Farouk, will escalate
MyBB: Sent PM to MWebGuy He will escalate through management team.

Call 5: 19/10/2012 20:10 Telkom, They will escalate (whatever?)

Received feedback from MWEB: Exchange to far from my location for 1MB (:wtf:, I've had the 1MB line for more than a year and it has always been syncing at 1MB)
Call 5: 26/10/2012 15:27 Called them back. They will escalate :mad: AGAIN!


What are the next steps that I can follow to actually find out if the support calls has been escalated and to who is now ultimately responsible for my support call?
I'm at a loss as to where to from here!
Click to expand...

Evening Blender1

The last feedback that we received from Telkom was that you live 6.40 KM away from your exchange. That is definitely a problem if true. We have requested whether there is a exchange closer to you and if its possible for you to be moved there.

We have re-logged this with Telkom, however we cannot guarantee that Telkom will process our request.
 
MWEB Guy said:
Evening Blender1

The last feedback that we received from Telkom was that you live 6.40 KM away from your exchange. That is definitely a problem if true. We have requested whether there is a exchange closer to you and if its possible for you to be moved there.

We have re-logged this with Telkom, however we cannot guarantee that Telkom will process our request.
Click to expand...
AFAIK they no longer do 'foreign feeds', so unless there is a remote concentrator between him and his existing feeder exchange then he is stuck.
 
What I don't get is the OP is saying he's had the 1mb fine for more than a year. Why would the exchange suddenly be a problem now? Did their upgrades make it worse? Increased load?
 
MWEB Guy said:
Evening Blender1

The last feedback that we received from Telkom was that you live 6.40 KM away from your exchange. That is definitely a problem if true. We have requested whether there is a exchange closer to you and if its possible for you to be moved there.

We have re-logged this with Telkom, however we cannot guarantee that Telkom will process our request.
Click to expand...

Hi MWebguy,
Thanx for the reply.
What I do not understand is why the line is all of a sudden to far from the exchange?????
I've had the 1MB line for more than a year now, only the last month I have had connection issues. I haven't even moved the router to a different ROOM! :cry:
These responses leads me to believe that no-one has actually even started looking at my problem and is sitting in front of the telly and replying with random responses to cover for poor service...

If MWeb can't even get Telkom to provide a decent service what chance do us mere mortal customers have of getting what we pay for?

Sorry for venting, I'm really frustrated with this! :cry:
 
Blender1 said:
Hi MWebguy,
Thanx for the reply.
What I do not understand is why the line is all of a sudden to far from the exchange?????
I've had the 1MB line for more than a year now, only the last month I have had connection issues. I haven't even moved the router to a different ROOM! :cry:
These responses leads me to believe that no-one has actually even started looking at my problem and is sitting in front of the telly and replying with random responses to cover for poor service...

If MWeb can't even get Telkom to provide a decent service what chance do us mere mortal customers have of getting what we pay for?

Sorry for venting, I'm really frustrated with this! :cry:
Click to expand...

I understand, we will do all we can for you... I get where your coming from, not having a problem for so long, then all of a sudden your to far from the exchange.

I really hope that it isn't distance though...
 
I had a similar problem with Telkom telling me I'm too far from the exchange (Which I know I am for 4mbit sync's) according to Telkom I'm around 8km's from my exchange. My telephone line died completely and my adsl subsequently died with it. After 3 weeks of fighting, being told I'm too far from the exchange, I cannot get ADSL anymore(nevermind I've had it for close on 6years) we need to get 8ta or whatever. I eventually got a competent tech who actually did some on site testing, found that the cable that feeds my house was damaged, he replaced it with a new cable and i immediately got a better sync and had a telephone line.

SNR Margin (dB): 60 82
Attenuation (dB): 590 334
Output Power (dBm): 0 128
Attainable Rate (Kbps): 2832 512
Rate (Kbps): 2427 499

So from not being able to get adsl to 2.4mbit in a space of 3 hours kind of speaks volumes for the sheer ineptitude of most of the techies. (Granted my SNR is hopeless)

My advice would be to pester Telkom directly as often as possible, make notes of who you spoke to, if all else fails go make a scene at the Telkom store. Request you get put onto the IMAX exchange, make a lot of noise about it if you have to. Ever since I've been moved onto an IMAX exchange and now running on ADSL2+ things are a lot more stable.
 
Same problem that I have being too far from the exchange. Mweb will tell you that your line is not perfect so sorry. And Telkom doesn't care as I have had a fault logged but no one gets back to you even after buying a new router just in case .

The internet was much better before the 2Mb upgrade. Its turned to molasses ( I think they want us to move to the uncapped, unshaped ASAP ).

Might have to try capped accounts ?
 
Hi everyone, thanx for the feedback and pointers.

I was contacted by mweb today, and they will be sending me a loan router to check my router hardware.
Mweb has also contacted Telkom again. Hopefully they will actually climb into a car and come check my line physically.

We'll see how things progress tomorrow when I receive the loan router.
 
I've been having the exact same problem as you. My line was working fine after I moved into my new house until about 3 months ago. Now I am lucky when my line syncs, even if it only at 300k :(
Telkom hasnt done anything except closing all the faults that I log. And after transferring my line to MWeb a month back, hoping they can get it resolved, nothing else has happened except them logging calls with telkom that then gets closed.

I suspect its the box sitting on the pole that feeds the cable to my house that is the problem. Overgrown with a lot of plants and half open as wel.
Currently it is raining and my line has now been dead for the past 3 hours again.

Hope you gets sorted soon.
 
Last edited:
Ianvn, get Mweb to log a cable fault, not an "ADSL" Fault per se, that way you can get a cable technician out on site to investigate the pole box where its distributed to your house. Often the connections become oxidized and faulty. Give it a whirl and see if anything good happens from it.
 
They oversell accounts :( which they clearly cant handle, your exchange is probably outdated and congested.

I got all kinds of excuses from Telkom when my line was very bad and was stuck without internet almost 2 weeks, in the end they said they upgraded the exchange (line speed too), and magically my net was working good again.

Its not your fault, router or even Mweb, its Telkom I bet. I also got the exchange distance problem mention once even tho I can throw a rock at our exchange.
 
Well this morning Telkom phoned! Technician is at my house.
Luckily there was someone at the house to open for him...

He checked the cabling and found some or other underground cable to be faulty! He supposedly logged the fault with Telkom.
Hopefully he'll also FIX the fault, we'll see...
 
So yesterday the much promised loan router was not delivered. Surprise!
Will be delivered on Thursday! :whistle:

Telkom techie reported the fault to Telkom somewhere... Obviously nothing was actually fixed.



They did actually up my line sync speed. I'm paying for 1MB.
It used to sync at 512/256k last night I could sync at 512/512k (download/upload). So now I can upload alot quicker :wtf:

Line is still disconnecting. When I am connected there is no data transfer on any web sites both local and international. :confused:


So the waiting continues... :mad:
 
I just got an sms from telkom saying that my line was tested and found to be free of defects.
I highly doubt this seeing as my teamviewer at home is offline and I cannot access my download server.
 
Ianvn said:
I just got an sms from telkom saying that my line was tested and found to be free of defects.
I highly doubt this seeing as my teamviewer at home is offline and I cannot access my download server.
Click to expand...

They said that to me for many months until I got hold of the main telkom guy in Pietermaritzburg who told the techies to go replace the faulty cable by my dslam.

Had to get his number/email from a helpful person at the telkom direct store in the mall and he also came to my house to see what was happening and said to the techie you must be stupid if you can't see a problem :D.

After that I have never had any problems again until lightning hit the dslam, but now they quickly fix everything for me when they see my name on the fault log.
 
ichigo said:
After that I have never had any problems again until lightning hit the dslam, but now they quickly fix everything for me when they see my name on the fault log.
Click to expand...

Can I use your name to try and speed things up on my side? :D
 
Wow, what a surprise! I got the loan router from mweb and my cheapie router actually has less issues with my crappy adsl line than the more expensive Billion W40.
So my problems with the line is not with the router. At least one piece of the many components can now be ruled out.
Next step, still waiting on telkom to fix the line...
 
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