netstrider
Executive Member
- Joined
- Nov 1, 2006
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So yesterday, 17th December 2015 I phoned Telkom early in the day asking them to upgrade my line from 4Mbps to 10Mbps.
They asked the usual questions and then wanted to verify whether my area qualifies for the upgrade and I told them yes, I have checked myself and I qualify for VDSL, but they are welcome to verify again. Several checks and holds later they verify and the process continued until I got my reference number which I wrote down.
So I keep track of the progress via the Telkom app on my phone and the reference number does not correspond to the one given to me by the representative over the phone.
I was assured it would take between 24 and 48 hours. This morning at around 11:00 a lady phones me to confirm the service speed has been upgraded. I check on the mobile app and it reflects as much.
Having dealt with Telkom in the past I phone up VOX and ask them to verify at which speed the line is synchronizing and they say at 5120Kbps which is the same it was synchronizing at when I was on 4Mbps.
So I decide I'll wait until I get home and just switch off the router for 15 minutes and see what happens thereafter. It still remained the same at which point I phoned Telkom's service department again. They told me the line is indeed on 10Mbps I should phone 10210 again and speak to the tech/fault department.
I do this and they tell me no the line is set to 4Mbps and I need to speak to the accounts department even though I told them the service department has confirmed it to be 10Mbps. Anyway that didn't help and I asked them to reset the port which they did and then transfer me to the accounts department.
At this point I'm speaking to a sales guy trying to tell me that the line is indeed on 10Mbps and I argue that his own technical department refutes this - at no point does anyone bother to confirm within the different departments within the organization. So he continues by telling me it's a best effort service and that it is Friday now and a lot of people are sitting on Youtube and whatever and tells me the line will revert to 10Mbps on Monday.
This whole time I have been polite but the last mentioned character was hostile in his approach so I told him I'm not stupid, I have had ADSL since 2006 and I also work in IT so he should rather not bother continuing his story.
EDIT: I also took the liberty here to tell the guy I'm not happy that my latency had increased since they bumped 4Mbps to 5Mbps and changed me from fast path to interleaved and that it had halved my upload speed to which he could only muster a politician's reply of "It's on 10Mbps".
I phone the technical department again and I plead to them to please speak to their accounts and service departments (after the lady again confirmed my line to be on 4Mbps) and find out why they see it as 10Mbps and she as 4Mbps - since she said she looked on 2 systems. Both technical representatives told me they are not authorised to bump the line to 10Mbps so I'm guessing someone didn't pass on the message that this should be done and even after phoning in nobody seems to be able to help me.
I am on a capped package with VOX so it's not their fault. She transferred me back to the service department and I waited. Nobody ever picked up.
This, among other things that's been screwed up with my line over the last week and a half has reduced my mobile minutes from 320 to 67.
Just wanted to vent a bit.
They asked the usual questions and then wanted to verify whether my area qualifies for the upgrade and I told them yes, I have checked myself and I qualify for VDSL, but they are welcome to verify again. Several checks and holds later they verify and the process continued until I got my reference number which I wrote down.
So I keep track of the progress via the Telkom app on my phone and the reference number does not correspond to the one given to me by the representative over the phone.
I was assured it would take between 24 and 48 hours. This morning at around 11:00 a lady phones me to confirm the service speed has been upgraded. I check on the mobile app and it reflects as much.
Having dealt with Telkom in the past I phone up VOX and ask them to verify at which speed the line is synchronizing and they say at 5120Kbps which is the same it was synchronizing at when I was on 4Mbps.
So I decide I'll wait until I get home and just switch off the router for 15 minutes and see what happens thereafter. It still remained the same at which point I phoned Telkom's service department again. They told me the line is indeed on 10Mbps I should phone 10210 again and speak to the tech/fault department.
I do this and they tell me no the line is set to 4Mbps and I need to speak to the accounts department even though I told them the service department has confirmed it to be 10Mbps. Anyway that didn't help and I asked them to reset the port which they did and then transfer me to the accounts department.
At this point I'm speaking to a sales guy trying to tell me that the line is indeed on 10Mbps and I argue that his own technical department refutes this - at no point does anyone bother to confirm within the different departments within the organization. So he continues by telling me it's a best effort service and that it is Friday now and a lot of people are sitting on Youtube and whatever and tells me the line will revert to 10Mbps on Monday.
This whole time I have been polite but the last mentioned character was hostile in his approach so I told him I'm not stupid, I have had ADSL since 2006 and I also work in IT so he should rather not bother continuing his story.
EDIT: I also took the liberty here to tell the guy I'm not happy that my latency had increased since they bumped 4Mbps to 5Mbps and changed me from fast path to interleaved and that it had halved my upload speed to which he could only muster a politician's reply of "It's on 10Mbps".
I phone the technical department again and I plead to them to please speak to their accounts and service departments (after the lady again confirmed my line to be on 4Mbps) and find out why they see it as 10Mbps and she as 4Mbps - since she said she looked on 2 systems. Both technical representatives told me they are not authorised to bump the line to 10Mbps so I'm guessing someone didn't pass on the message that this should be done and even after phoning in nobody seems to be able to help me.
I am on a capped package with VOX so it's not their fault. She transferred me back to the service department and I waited. Nobody ever picked up.
This, among other things that's been screwed up with my line over the last week and a half has reduced my mobile minutes from 320 to 67.
Just wanted to vent a bit.
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