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
Also, keep in mind... I am not taking Telkom's side here.. I have had great service from them, 90% of the time, but some people will log a call with telkom for slow internet, when normally it's actually the ISP's fault. I've had a lot of friends complaining about slow internet and then they complain about how poor Telkom's service is... Until I use another ISP on their connection and there is no problem.

Just saying, this might be the reason as well for telkom closing some calls before it was actually "fixed".
 
The tech team which supports my neighborhood is really good and friendly. It's a pity that this can't be said for other neighborhoods, I assume that these guys are assigned to areas because many times over its the same guy coming in to fix my problems. He is a very nice man and his boss always does a follow up call.

All in all so far so good
 
I have around 20 tickets closed a year without anything being done on them.
I get the sms saying that I need to respond to it if the fault has not been resolved and no matter what I do it gets closed anyway.
I have about 25 lines throughout the country.
These days I just pass those problems on to our account manager but it used to frustrate the heck out of me.
 
I don't think that I am exaggerating when I say that I must have had more than thirty tickets closed without resolution, even though I have escalated via all of the mechanisms available to me, i.e. the forum Telkom rep (very helpful), the Telkom website and HelloPeter.

My current problem is an SNR hovering below six. Most of the techs do a line test (e.g. they phone their buddies at the exchange for the latest soccer scores, or chat up the young lady responsible for line testing) then say that there is no noise on the line.

When I explain that I am complaining about the ADSL connection most look blank: I once spent thirty minutes explaining ADSL to a techie who thought that I was pulling his leg.

I have even had the local tech manager visit, making more promises than our esteemed President ... all to no avail.

The problem is that - as mentioned above - the techies must visit / close an average of six tickets per day. This fact I have confirmed with more than one techie.

However, Telkom management refuse to include repeat calls (i.e. quality of work) into the equation, so the techie closing the highest number of calls per day - even if every ticket closed results in a new ticket 'cos the work was never done - will get the biggest pat on the back.

In short, the system if f***ked.
 
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...

HA. You think anyone at Telkom actually cares when Telkom loses money. LOL. The only way to solve this is with personal accountability - you cost the company money, it comes out of your paycheck. Except that'll never happen. We'll be lucky if anyone even comes before a disciplinary hearing. Same problem as at every government (or virtually government) employer in this third world ****hole.
 
And unfortunately there is nowhere to run
 
http://mybroadband.co.za/vb/showthread.php/607992-Birdswood-exchange-congestion

Here is my thread aswell. They keep on closing the faults without doing anything. Telkom rep here on mybb is also no long responding to any pm's I sent him.

They closed 9 faults where I have provider proof and have received confirmation from the rep that there is congestion but they are doing nothing AND keep on closing my faults. The technician was not even at my house once.....
 
As I am on the border (+ a bit) of the ADSL Reach for 4MBps ADSL I can only say that I have received near on instantaneous response when reporting something funny on my ADSL line by reporting it via Twitter to @TELKOMSA.

One Sunday morning the line was bad and, again, I reported it via twitter, received a case number by return and at 11:00 got a call from their Techie saying: Ek sit nou hier onder by die Viswinkel in Strand Straat en ek hoor 'n gekrap op jou lyn! Gee jy om as ek jou afsny vir so 'n uur sodat ek 'n ander link kan opkoppel by die sentrale"?

En wraggies, monder 'n uur later is my lyn weer op en 'n oproep wat vra: "Hoe is dit nou?" Ek sê hoe weet ek weet - laat ek dit eers toets vir 'n dag en dan kom ek terug na jou toe! Hoe klink die lyn daar by die Viswinkel?

"Nee, dit is skoon!" natuurlik nie weer hassles gehad nie tot iets weet later maar elke keer is die response blitsig!

Ek het niks anders as Goeie kommentaar van Telkom Diens nie!

Jammer al die anders wat kla!
 
I've had this happen to me well over a dozen times now. I used to be on a stable 4mb line and then telkom "upgraded" my exchange to 10mb. My line stats plummeted with that change. SNR margins were dipping into the negatives (I don't even know how that's possible), and my attenuation went through the roof. Now I struggle to hold a connection on 2mb when congestion picks up in the evening.

Eventually I managed to ask the technician why he was closing the faults without confirming whether or not they had been resonated. He was was really nonchalant in his answer. He said "you can keep opening the faults, and I will keep closing them. There's nothing I can do about it until they activate the MSAN in your area." It's now a year later and I still just have an MSAN sitting less than 200m from my house that's waiting to be activated. Every time I phone telkom to ask what's going on with it, they simple say that they cannot tell me when it will be activated and that it is not yet on their list for scheduled activations.

Essentially, I have a rubbish line connected to a distant exchange with a seemingly abandoned MSAN sitting less than 200m away from me.
 
Paul Hjul said:
People need to get to the habit of escalating and taking Telkom by the balls. Telkom do refund for improper service
Click to expand...

They do refund, yes. However, when I requested a refund, I was told I could only be refunded on the last fault that was closed, not on the 3 before that which were closed without my line actually being fixed. So by closing faults for no reason, they are saving themselves some cash as well.
 
Eish, this has been going on for years now. This article is a bit late.
 
Every year tend to have an issue with telkom when our line suddenly starts going "b@t*****". This time it happened around April. Some smart arse techie crossed our line with our neighbours line. Took them over a month to resolve this and about 4 times during this period we had to re open the tickets because they kept closing them without even visiting our premises. It got so frustrating that one Friday I was working from home and decided to phone Telkom to see the progress. Found out that they had just closed my ticket again. I was so annoyed I drove down to the exchange and the first poor technician I seen got it in the neck and I threatened to burn the fcking building down to the ground if they don't stop closing my tickets without resolving it.

The thing that annoys me is I am a reasonable person. They can tell me that they are extremely busy and someone can only come after three weeks and I will make arrangements but the constant lying and fcking me around does me in and makes me so angry.

SharkBait said:
Also, keep in mind... I am not taking Telkom's side here.. I have had great service from them, 90% of the time, but some people will log a call with telkom for slow internet, when normally it's actually the ISP's fault. I've had a lot of friends complaining about slow internet and then they complain about how poor Telkom's service is... Until I use another ISP on their connection and there is no problem.

Just saying, this might be the reason as well for telkom closing some calls before it was actually "fixed".
Click to expand...

The thing is most of the people on this forum tend to know what they are doing and so all the lies and deceit from Telkom are shown up when people know what they are talking about. I know people can blame Telkom for any reason and this is why that when I phone in to telkom I have all my data and facts for them. I tell them that I have 3 ISP accounts, three routers and 4 different filters. I tell them I have tried them all and by process of elimination as well as the stats on the line it can only be the actual line causing the issue. However the call centre jockeys are so thick and so quick to use the ISP's as an excuse for their crappy infrastructure.
 
My current issue is that with the line upgrade I was changed to a 10mb line but a 4mb uncapped package... And I literally spent 2 hours on hold on Friday trying to get through the their options department so i could change it. No one answered.
 
Down since the 19th of April

I've been down, with a ticket logged, since the 19th of April. No calls from Telkom at all. If I try to log a fault, it tells me that the line already has a fault reported.

I think part of the problem is that the faults are automatically updated so they look as if they have just been logged.

When I called my ISP today with the fault reference, they saw it reporting it as new on the 5th of May - but, when he looked up the same fault number, it showed it as open since the 19th.
 
Telkom truly are useless... I'll sit back and laugh when the retrenchments start.

They either close tickets, or escalate them to oblivion.
 
About 2 years ago, my line kept on dropping, connection speeds dropped to as low as 2kbs, and eventually dropped the line. I had no connectivity for 22 days, while they tried to resolve the issue. Seems like the exchange did not have enough ports for all the connections. Telkom line speeds drop till today on my 2mbs line my connection speed will drop below 45kbs. Too scared that if I get Telkom involved, they will drop the line completely again!
 
My experiences are echo'd in the 30 preceding pages on this forum, so I wont before anyone with the detail.
For the month of April: 4 logs, 5 technicians and 26 days of downtime. I finally got a proper tech who fixed the problem by changing the connection to my home to a new copper pair on the cable. It's the first time I got 4096kbps Downstream and 512kbps Upstream, exactly what I'm paying for.

BTW, calling 10210 was a waste of time. I got prompt service by visiting the local Telkom shop at the mall and venting about my issues.
 
I don't know about these issues but I had excellent service from Telkom. I reported my ADSL line down on 1 May, a public holiday. The next day a Telkom technician rocked up and my door and fixed my ADSL in no time. I was mighty impressed. Way to go Telkom!
 
Same problem this side.
Was on Mweb 6mb since December and in March got a Telkom fault. After a month of complaints i was told by a smooth mouthed telkom technician that I can be happy with my current 4mb speed as most users in my area only get 1mb. Apparently the 3km from the exchange is making it impossible to even sync to 4mb so I must be glad and not complain.
 
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