No Telkom, my ADSL line problem is not fixed

Has Telkom ever closed your support ticket before the fault was fixed?

  • Yes

    Votes: 97 71.9%

  • No

    Votes: 38 28.1%
  • Total voters
    135
Possibly not what everyone thinks, techs have to handle a certain number of cases each day, if the don't there are consequences.

Since it's often very difficult to gain access to properties, particularly those with overhead lines running between properties, they often test at the nearest local DP or at the SDC. they test line resistance each way, check if it's in spec then test for connectivity.

Often errors are not checked on the line and they simply don't have the time to execute a long run test for intermittents that are recorded on the DSLAM (which they would know about if they had direct access).

result - faults are closed and reopened until you gat a tech that actually decides to pitch and test the entire local loop.

Sucks...

D
 
All of my reported faults have been handled extremely well. Closed AFTER the fault has been resolved and even a follow up call. Would be interesting to put up a poll that could be validated.
 
Fudzy said:
All of my reported faults have been handled extremely well. Closed AFTER the fault has been resolved and even a follow up call. Would be interesting to put up a poll that could be validated.
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I've had pretty good service lately in Rivonia, Randburg was a different story, my line was either out or had very poor performance. Both line and dslam capacity problems. after reporting more than six times with calls being closed within 24 hours, calls to the telkom escalation centre and finally an email to the CEO, someone actually came to my home and tested, a week later I had six telkom vans installing a new line to the DSLAM, which was replaced a month later with an IMAX, a month after that I had six meg and then I persuaded one of the engineers at the NNOC to override the IMAX restriction of 6 meg to 10meg on my line.

The IMAX was obviously planned well before I started complaining, but I'm still wondering what kicked them into high gear to replace around 300 metres of cable.

not one fault from then, and that was two years ago.

D
 
I had to log a fault 4 times before something was done. The fault was closed three times without a resolution. When a technician finally turned up, my fault was resolved reasonably quickly.
 
People need to get to the habit of escalating and taking Telkom by the balls. Telkom do refund for improper service
 
Paul Hjul said:
People need to get to the habit of escalating and taking Telkom by the balls. Telkom do refund for improper service
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10 days downtime got me a whopping R50 refund. Very cold comfort considering I had to spend R150 on 3G data just for the basics.
 
Totempole said:
10 days downtime got me a whopping R50 refund. Very cold comfort considering I had to spend R150 on 3G data just for the basics.
Click to expand...

You were a little short changed especially if TI is your ISP. But more importantly the R50 refund that had to be processed meant that at least 3 people at Telkom had to evaluate the issue - which means it cost them more than R50 - and if a culture of holding Telkom to task is built the cost of being stupid grows and the company moves to being less stupid.
 
Paul Hjul said:
You were a little short changed especially if TI is your ISP. But more importantly the R50 refund that had to be processed meant that at least 3 people at Telkom had to evaluate the issue - which means it cost them more than R50 - and if a culture of holding Telkom to task is built the cost of being stupid grows and the company moves to being less stupid.
Click to expand...

The refund was based upon my 2Mb (then 1Mb) ADSL line rental only. So it was basically a little less than 1/3 of R165 I think.
 
Happened about 4 times to me. The problem was that the fault kept being reported incorrectly as "slow access" which caused them to close my tickets without fixing them.
 
This happened to me this weekend. Logged a call about high latency between myself and the exchange (600+ms even though the exchange is 1km away) on the 29th at 08:40am, escalated on Friday morning and apparently fixed Saturday morning. Yeah I think not, Saturday afternoon, into the evening and throughout Sunday high latency still there. No one from Telkom ever contacted me at any time despite me telling them I am home the whole day and weekend. Guess what I will be doing today...
 
We were without any service since May 1 and were only reconnected last night - 5 days without any connection can become rough. The reason for no service? Stolen cables. This is the seond time in the space of less than a year. Service so far has been prompt given the circumstances.
 
This is a big problem. I had this problem more than a dozen times last year. The telkom technician eventually fixes the problem but only after sitting for hours waiting and relogging each ticket over and over again. :sick:
 
I have logged tons of tickets and i still have a bad line where my speed dropps all the time.

They are USELESS. Cannot wait for Vodacom. MTN, DFA to get a Fibre Ring closer to my door step. Rather pay a bit more then deal with Telkoms C***P.
 
The Telkom technicians are generally pretty useless. They are slightly more than the 'have you tried turning it off' help. I tend to get the idiots that think that syncing me at 2MB is the solution. The real problem is that they move the links around rather than fix the cause.
 
My faults (the line was completely dead) was closed every 3 days for 2 months without resolution. I phoned them twice a day, every day. I tried escalating, HelloPeter, Twitter, etc but nothing worked.
Eventually I went to a technician who was parked on the roadside and got him to fix it. Took him half an hour. :mad:
 
Had 2 cases resolved that I logged since 18 April for a faulty voice line. All 3 have been bulk-resolved under a "General Exchange Problem Resolved" update which pertained to ADSL. I have a VOICE LINE problem, whereby it sounds like the voice line 'resets' every 3 seconds, making it impossible to maintain a voice call.

Case nr 3 is still open:
41CRK180414 - Voice line dead, resolved as part of a general exchange problem affecting ADSL subscribers
50CRK240414 - Voice line dead, Telkom tech attended at my property and the line was brought up, but it sounds like the voice bit constantly resets, making a voice call impossible, was assigned to the Exchange Team, resolved with an update "Client port reset, ADSL up"
111CRK020514 - Voice line problems, still open.
 
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