Ordered Fibre. So it begins.

[voldoverse]

Still waiting on telkom to do something. I have a feeling this may take a while... sigh

 

[ebendl]

Still waiting on telkom to do something. I have a feeling this may take a while... sigh

I have a colleague with WebAfrica/OpenServe fibre in Faerie Glen. His went down on Monday, he gave them a call on Tuesday and they fixed it yesterday.

Turns out it was a switch that OpenServe replaced and forgot to re-active his afterwards. The PON LED on the ONT flickered.

He never spoke to Telkom, just WebAfrica. He did phone them and he indicated that it was "Urgent".

So in your case I'd say:
1) WebAfrica hasn't reported it yet. I honestly doubt that this is the case.
2) Telkom/OpenServe hasn't worked on it yet. This is undoubtably possible but I also believe they do actually have some system in place to attend to problems.
3) It is a bigger problem, Telkom/OpenServe are busy looking at it but they're doing a bad job getting back to WebAfrica with information, or WebAfrica is doing a bad job conveying that information back to you.

The latter is something I picked up with WebAfrica -- they do not follow up enough on behalf of the customer. And even if they do, they do not communicate the whole picture back to the customer.

Phone WA and insist to speak to somebody in Operations, ask them *what* was logged with the WebAfrica's OpenServe Wholesale account manager. Insist that your problem is urgent and that you want to get a detailed response to indicate where the problem is and what is being done to fix it. Ask which team in OpenServe is attending to it.

Also tell them that Telkom told you that WebAfrica is your ISP and that you should work through WA and not Telkom.

 

[jcheek]

Phone WA first this morning. Held for 20 minutes R100 airtime gone.
I dont have my customer code while driving but im going to stop in 15min. Can you call me back then? No. You can just call 10210 and log it there.

Whichever operator at WA gave you this "advice" should be flogged.
Even though you "use" the fibre line, the contract for the line is in WebAfrica's name, and it's up to WebAfrica to raise non-performance issues with Openserve and pursue them aggressively on behalf of their own client, ie you. The fact that they don't/can't do so is a different issue.
You absolutely need to log the fault with WebAfrica. Then - unfortunately - you need to hound them mercilessly, so that they in turn do the same with Openserve. It's exactly like "bundled" ADSL was/is. It sucks.

Most of the time, if you try and phone Telkom/Openserve directly, whether it's to chase up an installation or to solve a problem, you will get very little result except grey hair. If Telkom/Openserve looks up your fibre circuit number, they will find WebAfrica listed as the client, and the client must raise the issue in the first instance.
That's been my experience, anyway.

So Telkom was supposed to send me a sms with my ticket number for the fault i logged. But got nothing yet. Is this normal or did the person i talk to figure it was too late in the day and ignored my request?

In the case where you are a "real" Telkom client - like when you log a fault on your Telkom landline - this is how it works, yes - you'll get the SMS. You can even log the fault online and get the same result.
Sometimes the Telkom operators are able to log a fibre fault against your landline address and client identity (yeah, I know). But in the case where you have no other Telkom accounts, you effectively have no identity as a Telkom client.
So my guess is that your issue got "lost" because they couldn't identify you as a Telkom client.

Mmm, I've never received an email or SMS from Telkom.

Same reason as the above, I would think.

The latter is something I picked up with WebAfrica -- they do not follow up enough on behalf of the customer. And even if they do, they do not communicate the whole picture back to the customer.

Phone WA and insist to speak to somebody in Operations, ask them *what* was logged with the WebAfrica's OpenServe Wholesale account manager. Insist that your problem is urgent and that you want to get a detailed response to indicate where the problem is and what is being done to fix it. Ask which team in OpenServe is attending to it.

Also tell them that Telkom told you that WebAfrica is your ISP and that you should work through WA and not Telkom.

^ Good advice.

 

[ebendl]

Jcheeck's advice is spot on.

You can also tell WA that you realise the problem is with OpenServe, but that WA is the only way that you can communicate with OpenServe.

From my communications with WA it does sound like they have a really terrible account manager at OpenServe, so it helps to make OpenServe the common enemy and thus you and WA are friends. The operations person I spoke with were desperate for any contact details BEYOND the account manager -- it sounded like they had to do the same type of hunting to get answers (once they realise you're serious about getting your problems solved). That sucks, because it takes time and effort and means WA spends a lot of their people's time on solving one customer's issue, and if there's more than one with serious problems then it causes delays.

But the fact still remain: WA is supposed to get OpenServe to lift their buts and solve the problem.

 

[HartsockZA]

Jcheeck's advice is spot on.

You can also tell WA that you realise the problem is with OpenServe, but that WA is the only way that you can communicate with OpenServe.

From my communications with WA it does sound like they have a really terrible account manager at OpenServe, so it helps to make OpenServe the common enemy and thus you and WA are friends. The operations person I spoke with were desperate for any contact details BEYOND the account manager -- it sounded like they had to do the same type of hunting to get answers (once they realise you're serious about getting your problems solved). That sucks, because it takes time and effort and means WA spends a lot of their people's time on solving one customer's issue, and if there's more than one with serious problems then it causes delays.

But the fact still remain: WA is supposed to get OpenServe to lift their buts and solve the problem.

Meanwhile back at the ranch, Openserve Sales are running around Garsfontein selling a product that isn't activated in certain parts and when you confront them they quickly pack-up and get the hell outta dodge. I spoke to the one group just outside the top gate of the GSP security village and they quickly phoned in the issues (not like it made any difference) My cousin got back to me with some interesting facts on why certain customers on the Openserve exchange have internet and others don't.

For example, ebendl stays not two blocks away from me but doesn't hookup to the same group of nodes, that's because he's connected to an entirely different fibre strand altogether. Its almost like they split Garsfontein up with the fibre pairs they assign to the area one supplies one half and the other does the same for the other half. Maybe to lessen the impact of a total outage? I have (holding thumbs) been connected without any problems on my connection (thank the god of internet) Iconnect have been keeping me busy or rather I them, they installed a Mikrotik for free at my house (I know what you're thinking, no contract signed they just gave it to me) got also my first month connection for free.

My bill was a whopping R2850 install included, Jan bill will be R1140 for 20mb/10mb uncapped unshapped, I have used 400 Gigs per month (Last month November was that) this month I just went past 350 Gigs and I'm not half way through the month. No throttling and no speed degradation. 7 people constantly on the net with 0 problems... I have yet to get a IP wireless phone at my house anyone have any cheap suggestions for one? since that is one thing I haven't done yet. My home line is just stuck in the pool until I get one, oh and I pay per use so luckily no bill for that...

Fat Chance you'd get anything done, looks like Telkom is already on Holiday schedules, I'm not too fussed anymore to be quite honest, just focusing on building my company now since that I have fibre installed. Everyone that does gaming will be happy to hear that everything runs as sooth as your computer can pump it out.

 

[voldoverse]

Uhh well yay me? It just randomly turned on some time during today ehehe

 

[ebendl]

That tells me it was a bigger infrastructure problem that was actually attended to by OpenServe but they and WA did a bad job of communicating it to you.

But hey I'm glad for you!!

 

[voldoverse]

That tells me it was a bigger infrastructure problem that was actually attended to by OpenServe but they and WA did a bad job of communicating it to you.

But hey I'm glad for you!!

Hehe thanks bud. Lets hope it stays that way. But for now lets enjoy the sweet ride that is fibre *high five*

 

[voldoverse]

Ok so we are almost finished with this thread. I recieved my router yesterday and im ready to do some speedtests.

What i need from you guys now are real world test you want me to run on speedtest. In other words. Certain times of the day, to certain country servers on speedtest.net

Please submit your requests and ill post results

 

[ebendl]

I'd run a couple to the closest server to test your line's max speed.

Then I'd run some against servers in the UK and the US.

I'd say there's three of four times in the day that interests me:
* mid morning (most people at work)
* peak evening (most people at home, hitting the Web hard with streaming video)
* late night but before midnight
* between midnight and 6 - free/night time data time

 

[avr-rulez]

Hi

Thanks for the offer - Kodi streaming services from US/UK - especially live sport. If you don't have a media player then Kodi can be loaded onto a pc.

 

[markieprags]

DO NOT, I REPEAT DO NOT sign up any fibre scam deals with Telkom!!!

My experience with the product and service has been very very bad!!!

I received a phone call while on business in JHB from a telemarketer from Telkom in March 2016 where I was offered a promo on the new fibre. As stated by the telemarketer "The promotion would include the free installation and a 3 month trial period for a 10mb uncapped line at the exact same fee I was currently paying per month (I had ADSL uncapped 4mb at the time and was paying approximately R700 incl VAT per month). When the 3 month trial was finished a Telkom telemarketer would phone me back asking if I enjoyed the product and would like to carry on the product for an extra fee or go back to my original package."

During my phone call with the telemarketer above, I asked countless times about any HIDDEN COSTS OR CONTRACTS after the promotion and he simply stated "No".

So I opted to accept the promotion and the service went great with installation and 10mb uncapped line. So after my 3 month trial (actually about 2 and half month) finished, I received a phone call from Telkom and I CLEARLY stated at least 3 times that I would like to be placed back on my original package. Next month I received a bill from Telkom of R1500, because this telemarketer did not obey my simple instructions and decided that I would be better off with whatever he/she felt like!!! So after an hour and half of my time talking on the phone with Telkom and going to about 10 different operators I finally logged a complaint, but am unable to downgrade back to my 4mb somehow. So since 11 August 2016 they still have not figured out my dispute and am still awaiting credit for the exorbitant R1500. (ref no. ********** 4). I had to go into the Telkom branch in Port Elizabeth in order for them to downgrade me to my original 4mb line.

Now to top it off with fibre scam, the original telemarketer did nothing at all to mention that I was also signing up for 24 MONTH CONTRACT!!! So now that I am planning on leaving overseas in February 2017 I have been stuck with the contract that has 18 months left!! And no you cant just simply cancel and pay an excess for the fibre installation, but pay the remainding amount and an R800 cancellation!!! ie. I will have to pay R15500 just to cancel a contract that I will never be able to use!!!



So with all of this being said, unless you are truely willing and able to stay in the same house for the next 2 years DO NOT, I REPEAT DO NOT sign up any fibre scam deals with Telkom!!!

TELKOM HAS GIVEN ME ABSOLUTLY NOTHING BUT HASSLE!!!



The product is adequate, but the customer service and feedback/follow up is shocking!!!

 

[Mr Scratch]

Where is the copy of the contract you should have received when you signed? It should state exactly what you are paying for, what it costs and terms of termination. You realise that you pay for both the current month and a month in advance with Telkom (which your story seems to align with).

Do you not have the name of the person you spoke to? or the date/time?

 

[markieprags]

Where is the copy of the contract you should have received when you signed? It should state exactly what you are paying for, what it costs and terms of termination. You realise that you pay for both the current month and a month in advance with Telkom (which your story seems to align with).

Do you not have the name of the person you spoke to? or the date/time?

I have not received any form of contract so far that I know of...possibly with that being said then I may have the upper hand against Telkom, but doubtful.

No I don't have any records of the people I spoke to or recording numbers. When I spoke with Telkom for the hour and half, the lady in disputes department picked up when Telkom agents had phoned me, but they were unable to disclose any information about Telkom agent.

 

[Mr Scratch]

I have not received any form of contract so far that I know of...possibly with that being said then I may have the upper hand against Telkom, but doubtful.

No I don't have any records of the people I spoke to or recording numbers. When I spoke with Telkom for the hour and half, the lady in disputes department picked up when Telkom agents had phoned me, but they were unable to disclose any information about Telkom agent.

Your story makes little sense then, everything done by Telkom is logged and recorded for this very reason.

 

[voldoverse]

* late night but before midnight

Here you go. tests done at 10PM

 

[markieprags]

Your story makes little sense then, everything done by Telkom is logged and recorded for this very reason.

Yeah I understand and I agree that everything has been logged and recorded. My fight with Telkom is that their customer service has been shocking, because the dispute was raised in August and have had no feedback at all and I have asked numerous times about the complaint and they say the investigation is still open.

 

[ivanharris]

why do i have a nokia alcatel box from Openserve (Telkom) and a Zytel box from Webafrica. I was not expecting this - and honestly have have tons of **** from Webafrica. their Billing phone never answers - messages to the CEO are not answered - they missed the SLA's . I have been charged for existing LTE for a whole month and they dragged their feet to make the cutoff by 1st of month. here in another country - i have ONE device..

 

[mister]

why do i have a nokia alcatel box from Openserve (Telkom) and a Zytel box from Webafrica

Because Openserve want to retain control of one box for diagnostic purposes.

 

[Johnatan56]

why do i have a nokia alcatel box from Openserve (Telkom) and a Zytel box from Webafrica. I was not expecting this - and honestly have have tons of **** from Webafrica. their Billing phone never answers - messages to the CEO are not answered - they missed the SLA's . I have been charged for existing LTE for a whole month and they dragged their feet to make the cutoff by 1st of month. here in another country - i have ONE device..

This thing? That's to connect to the ONT. They register the MAC address to that device. You then plug your router into that and it dials the PPPoE connection.
That's completely normal. I bet your "other country" is either using cable, or your device is connecting to that junction box somewhere out of your sight.

You'll have that for any GPON architecture. You might have it different for point to point architecture implementations, but I doubt it for most cases as GPON is generally cheaper to implement.