New ADSL Line Connection Process

[BashX]

Hi,

So I finally decided to take one of Telkoms ADSL packages, Went for the Do bundle basic uncapped. I took the entire package from them including the Netgear N300 router. I went for the self install option as this is childs play for me to connect everything up. I applied for the package last week thursday. On monday this week i get an SMS stating that my ADSL line is active together with a username and password. I thought to myslef that was quick!!! so while i was at work i verified my account and it went through successfully. I came home connected everything up, and guess what? I can't get online, the "DSL" light just flashes green and the internet light does not come on at all. I doubled check my connections, started the netgear wizard again, went through the entire process and still the same issue. So i get on the phone with telkom to find out where the problem is They tell me the line is not syching, so I ask what's the procedure from here, so the guy says I'll reset your modem and we'll take it from there, so he does the reset and still nothing, then he resets my password, still nothing, eventually he logs a falut.
So the next day I get an SMS stating that my line has been restored and is free from any defects. So i go home at lunch time thinking that everything is going to work 100%. I get home and still the same problem, I reset the modem, re-did everything and still no joy, so I call Telkom again and log another fault. the next i get an SMS saying my line has been restored. So i go home and go through the same process but still no joy. Today I called telkom and to cut a long story short the finally figured out that my order has not been processed in their networks division therefore the line is not syching.

So my question is... how long does it take to process an order in the networks divison???

 

[Electric]

I had the same issue.
I received the sms with all my details, went into the store to pickup my modem and they told me I hadn't applied for adsl yet which I naturally had.

Long story short, it took me about 4 days of going in everyday and speaking to a consultant as well as calling 10210.
But the main thing that did actually help was sending a pm to TelkomZA.
He responded the same day.

A day later and everything was ironed out.

My experience with no internet connection and a flashing adsl light was an exchange problem which got resolved in an hour after logging a fault with 10210.

 

[BashX]

I just don't understand why would they send an SMS to the client with all the relavant details to log on and also stipulating that the line is active? It would help alot of new customers if they could send another SMS stating that the order is now with their networks division and once it has been processed, use the details from the previous SMS to log on. It's that simple!
That way the customer is aware of how far his process has gone and there is no need for him/her to bombard telkom with so many calls per day. Lol.

Telkom really needs to catch a good wake up.
If my line is not sorted out by next week, I'm cancelling my order, I don't need poor crappy service from this company.
I'll look into into other options even if I have to pay more for better service.

I pm'd TelkomZA already. He said he'll try and get it processed quickly.

 

[Electric]

Imo it's not worth cancelling.
They offer a good product at a good price.
It is better to keep your adsl line with one isp.
I know it is annoying as I have experienced the same problems.
All I can say is that once it is up you will not be sorry.
The support I have received is great.
Just remember to remain polite and friendly.

It is not the fault of the call center operator or the walk in center.
It is often a combination of problems fighting against each other.

I had a long discussion with the telkom walk-in lady who promised me that Telkom have fixed all support related problems.
I took great joy in returning a week later and telling her she was speaking crap, she was very friendly though and we had a good laugh about it.

It sucks but it will get sorted.

 

[BashX]

Guess what?? My line is sorted. lol

Ok so this is what happened... A telkom guy phones home, my wife takes the call as I am currently at work and he says he's gonna be working on the line. Anyway an hour later my wife calls me and she is fuming... says the landline is not working. So i get on the phone with the telkom consultant and I speak to her politely and tell her that my landline is not working, and it could possibly be due to a technician who was working in my area to fix my ADSL line so she trys to get hold of this guys contact number but cannot seem to get any contact details on him (Ghost Employee) lol. So she makes me wait on the line while she types out an email to his ops manager, while she's doing this my wife BBM's me telling me everything is working, phone line is sorted, DSL light is not flashing green anymore it's now solid etc. while bbming me the technician calls her and tells her everything should be working now and he asks her to check the modem etc. The wife responds by saying everything looks good and ends the call. When i get home I'll see if the problem has been fully resolved.

If TelkomZa had anything to do with resolving my problem, I salute you!!!!

 

[kaaskop]

Can you access telkoms website?

Did you verify the line at home?
https://secureapp.telkom.co.za/ADSLVERIFY_NEW/

I've seen a few times with installing dsl that you have to do the verification at the premises where the line is installed.

 

[BashX]

When I get home i'll check everything.
If I can't get online then I'll verify the line from home.
Thanks for the tip. Much appreciated.

 

[BashX]

Everything worked fine yesterday. Internet is sorted but just this morning my phone line went dead. Lol.
I can't make or receive calls.
I don't know whether to laugh or cry at this point. I did the usual, logged a fault and I hope they don't stuff up my ADSL line while fixing my phone line.

 

[Hush9300]

Think this is the most appropriate thread for this.

I want to upgrade my ADSL line from 2mbps to 4mbps but there seems to be some issues. My house is no further than 600 meters from the exchange which is 4mbps capable but Telkom says that the distribution box shows a max of 2mbps.

Should I go ahead and upgrade my internet speed to 4mbps or will I have issues?

They say upgrading the internet speed can be done...