Problems with ADSL order

[skywatch]

I moved into a new house last month and ordered a telephone line and ADSL. I've been phoning Telkom regularly since then to check on the status of the order. Initially things happened reasonably fast. Telkom established that there are ports available in my area and allocated a port number. The order was then sent to their planning department to schedule an installation date. Since then nothing has happened. Each time I phone the call centre they tell me that there is nothing they can do as they are waiting for the installation date. I phoned the Telkom regional office to lodge a complaint. The lady was very friendly and said that she will escalate the issue and promised that she will phone back to let me know the status. It's now a few days later and nobody from Telkom contacted me. I phone the call centre again and they tell me that there is nothing they can do until an installation date is scheduled. Sigh.

So, I'm in the situation where it seems to be impossible to extract a service delivery date from a service provider, which to my mind is an entirely reasonable thing to request. All I need to know is whether the line will be installed within a sensible time period. If not I will have to investigate other means such as a wireless connection.

I've been told so many times by Telkom staff that there no guarantees associated with the ADSL service that I'm starting to wonder whether they view ADSL as a significant growth area for their business. In any event, to set my expectation, I'd appreciate it if people can let me know what kind of time period I should expect for ADSL to be installed? From the ADSL Newbie FAQ on this forum I gather that three weeks is the norm but in my case it is now over a month since I placed the order and I don't even have an installation date.

 

[Kalvaer]

Try asking them if the self install option would speed anything up. There really is NOTHING at all to doing it yourself

 

[Borgir]

I had the same problem, Took me about 2 months and a half to get my ADSL Done, but as above, you can do it yourself.

It took 3 weeks for my request to be on system, a week for them to allocate ports and rest for install, i got my install date only 2 weeks after Port Allocation.

It is pathetic how you can wait 30 mins on 0800 375 375 to get told "I Dont know" But we will call back, and they never.

Heck even once i was told i would recieve an install date before ports allocated and someone would call! Noone called back.

Keep pushing for it, nag them to death. No Harm in doing so. Be firm! Just PLEASE do not rely on Telkom to call you back i had no call back whatsoever about my order!

 

[skywatch]

Try asking them if the self install option would speed anything up. There really is NOTHING at all to doing it yourself

I have requested the self-install option - this seems to make no difference to their scheduling.

 

[zerofocus]

I have heard that this "self install" option isnt available yet...and if it ever becomes available it will only be for 1024...is this true? And also...do you need a working analogue line (active) to do the self install?

 

[skywatch]

I had the same problem, Took me about 2 months and a half to get my ADSL Done, but as above, you can do it yourself.

Two and a half months??? Wow, that changes my expectations a bit.

Keep pushing for it, nag them to death. No Harm in doing so. Be firm! Just PLEASE do not rely on Telkom to call you back i had no call back whatsoever about my order!

Thanks, will do, but it is really irritating having to nag a supplier to provide a service that you are going to pay for through the nose.

 

[skywatch]

I have heard that this "self install" option isnt available yet...and if it ever becomes available it will only be for 1024...is this true? And also...do you need a working analogue line (active) to do the self install?

I understand that self-install is available for all the ADSL options, but that it can only be done in certain areas. When you place the order, Telkom will check if you can do a self-install. I expect that you would need a working telephone line to do the self-install.

 

[Kalvaer]

I have heard that this "self install" option isnt available yet...and if it ever becomes available it will only be for 1024...is this true? And also...do you need a working analogue line (active) to do the self install?

Its very possible. Not sure about which areas though. I had a friend do it to get a 512k line working in his fathers office.. in Vereeniging of all places a month ago already