My constant telkom troubles

Inn3rs3lf

Inn3rs3lf

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Location
Johannesburg, South Africa
Hey all.

so, a technician came around about 3 weeks ago to test my line after having no connectivity and before that, very high ping. Let me state that my ping was 12-20ms max last year. Anyway, he replaces a portion of the line with new cable. Problem fixed straight after. 12ms ping and an uptime of 7 days, until the line drops one day, and reconnects. Problem being, the ping is now ranging from 38-1200+ms. It's like that ever since the line dropped again.

Anyway, then last week, the line drops again, for 4 days I am without a connection. Nothing is syncing. Then a woman helped me over the phone, which solved my problem. She reconnected me basically. This is after the technician came again and said that the problem is with telkom NOK. I am unfamiliar with who that is. HE called me the next day (before the lady sorted it out) and said that they were working on my problem at the exchange. I made the call to her three days after, and she sorted me out. Now how did she activate my line, and not him?

Either way, the line was up, but ping is still 100-1800+ms now. Then at every once in a while, it becomes stable at 37ms for about twenty minutes, and throws a fit once again. Not sure what's causing this, so I ask for a technician to please come and replace the other portion of the line (the cable runs from post outside, to a small box on the wall, then routes around my walls into my study) He replaces the line from the small box, like a splitter that was used for two lines. He replaces the line today. So I now have a new cable from the post outside, all the way to my router. But my ping is still 20-1000ms. with packet loss through all the different occasions.

Where could the problem be? At the exchange? The cable from the exchange to the post? I must add that my speeds are perfect. 3.6Mbps DL on a 4Mb line. They have never faulted through my ordeal.

I need the ping for gaming. It's a huge part of my day and the reason why I have internet. It might be small for some people, but for me its a major part of my day to unwind.

Can someone help out there? Like a regional manager or someone? To see if its the exchange?

I have been thinking that maybe I should order another line in my wifes name, so that everything is a fresh install. Perhaps that would help?

Opinions, ideas, all are welcome. Even alternatives to game online. MTN and Cell C 3G is terrible here, and Vodacom is hit and miss some days. I stay in Three Rivers Vereeniging. So yeah, no HSDPA+ here basically.
 
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Sorry for the trouble but WHO is the iSP you using?? I can't see any mention and have you tried different accounts to confirm it is not an issue / shaping on the current iSP's side (possibly)??

Have you tried going over to your neighbour's place to test aswell (isolated or common issue?)

Am sure others will provide some valuable input, hang in there. :)

/wait before ordering another line :/
 
Sorry forgot to mention. Im on mweb 4mbps uncapped. I tried my afrihost account as well and got the same. We have two other lines on the property that are through telkom directly and they are both stable at 45-50ms.
 
I must add that after the rain yesterday it went downhill like crazy. Was getting 3000+ms ping times. Up to 8500ms. It calmed down a bit a few hours later though. But that says to me it must be a problem by my post or the exchange.
 
Inn3rs3lf said:
Sorry forgot to mention. Im on mweb 4mbps uncapped. I tried my afrihost account as well and got the same. We have two other lines on the property that are through telkom directly and they are both stable at 45-50ms.
Click to expand...

When you say through telkom directly, are the accounts through them aswell? I think we need MWEB Rep in here to help out (despite the line being with Telkom) i am sure he can provide assistance.

If possible, PM MWEB Guy and i am almost certain your problem will be resolved quickly. Direct link to PM him :)

Edit:
There has been a few isolated issues where the manholes or exchange boxes have problems when it rains but then you will need a Technician out now to see if its the case else he will give you the same dry answer :p
 
I feel you. I have no adsl at home whatsoever. They put my adsl under suspension for not paying. Yet my account is on debit order? After they lifted it my adsl wont connect. :( I hate Telkom service. :/
 
I've been in contact with him when the troubles first started, and I have been in contact with mweb technical, who in turn just log a fault on my behalf.

Telkom guys come here when I am at work, and twice when I was here, they send a guy unrelated to the ADSL side of things, so he had no clue what was potting. And the other, when discussing my problem about the latency, and the ping, he smiled and asked if it was the password for my computer. HE HAS NO IDEA WHAT LATENCY IS!??!?!?!?! How on earth can they send people to fix a problem when they have no idea what simple adsl terminology is? Seriously?

I have searched high and low for contact numbers for senior officials or someone of the like to report this to. So if anyone can help me, please, I beg of you, provide me with a number to call.
 
Just to let you know, I had no Internet connection ( didn't even sync ) for about 4 months, and still before that there was latency issues, now it's up again after getting my friends dad GM at mweb JHB who got his team to fix it in line 2 days, I can't even sync at my 6mb anymore not even 4mb!! But luckily our exchange is getting upgraded to fibre and 40mbs :DDDD

Just be patient, we ordered a new line and it did jack all, took a month to setup , relating back to the friends dad etc

Good luck dude

Oh and one more thing, when I phone to ask to up our sync speed which they usually do, they say HUH? What is sync speed?

QUOTE=Inn3rs3lf;8122684]I've been in contact with him when the troubles first started, and I have been in contact with mweb technical, who in turn just log a fault on my behalf.

Telkom guys come here when I am at work, and twice when I was here, they send a guy unrelated to the ADSL side of things, so he had no clue what was potting. And the other, when discussing my problem about the latency, and the ping, he smiled and asked if it was the password for my computer. HE HAS NO IDEA WHAT LATENCY IS!??!?!?!?! How on earth can they send people to fix a problem when they have no idea what simple adsl terminology is? Seriously?

I have searched high and low for contact numbers for senior officials or someone of the like to report this to. So if anyone can help me, please, I beg of you, provide me with a number to call.[/QUOTE]
 
Yes. nost of them don't know what latency is.

Tell the techie that you have major problems when it rains. that you can't even hear when you make a call.....
 
ChilliGirl said:
Yes. nost of them don't know what latency is.

Tell the techie that you have major problems when it rains. that you can't even hear when you make a call.....
Click to expand...

Tried this as well. To no avail.

A Technician was out here again today, but once again, said that he was going to check the exchange (to my wife, as I was at work) She gave him my cell number, he never called, and never went back there. WTF seriously. Second time they have "gone to the exchange"
 
I've cancelled my account with mweb as they have done nothing but log the fault for my account. i have been the one doing all the leg work for a company that should be going that extra mile to help their customers.

If my other line on the property was the same I would understand that it is a bigger problem, but it is perfect with a stable latency of 25-30ms. Whereas mine is all over the place.

Now its a whole calender month of ploughing through the constant time-outs and excessively high ping at R1000 pm.
 
Ok ,,NOK is the network operations center.
My 2c when you report the line again to telkom tell the guy who comes to fix your line that you want the specialist to attend to your problem , just keep on reporting your ADSL line. The fault should escalate to the supervisor for the area after the third report for the same fault.
Best of luck .
 
Hi Inn3rs3lf

Thank you for the PM you sent. I have responded to you regarding it
 
Big thanks to MWEB Guy for his troubles, and to MWEB. A telkom official arrived in his suite and audi A5 and had a talk to my wife. He is going to be looking into the matter and compensating me for my downtime in the past. Hopefully this finally gets resolved.
 
Inn3rs3lf said:
Big thanks to MWEB Guy for his troubles, and to MWEB. A telkom official arrived in his suite and audi A5 and had a talk to my wife. He is going to be looking into the matter and compensating me for my downtime in the past. Hopefully this finally gets resolved.
Click to expand...

Thank Inn3rs3lf

Glad things are moving in the right direction with regards to getting things sorted.
 
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