Reporting a Telkom fault

[Urist]

Its not our fault, its yours,

When you eventually do manage to find the correct link to report your noisy line.
we might get back to you somewhere between 2 weeks and never.

 

[now05ster]

View attachment 408510

Its not our fault, its yours,

When you eventually do manage to find the correct link to report your noisy line.
we might get back to you somewhere between 2 weeks and never.

If you don't want to sort it out yourself then report the fault?

Personally I like the outage indicator.

 

[Venomous]

Fault SMS:30591

Faulty
011yournumber



(send, then respond accordingly with responses sent by them.)

 

[Urist]

If you don't want to sort it out yourself then report the fault?

Personally I like the outage indicator.

Just saying its not the most user friendly, they should have an option to directly report a fault, would be nice if it could be plain text without any graphics, designed for people who are having problems with their internet.
I know that the average consumer is an idiot, but they`re getting paid to deal with idiots, its one of those little nuances when you deal with the public.

 

[now05ster]

Fault SMS:30591

Faulty
011yournumber



(send, then respond accordingly with responses sent by them.)

Thanks Venomous. Noted for future.

Just saying its not the most user friendly, they should have an option to directly report a fault, would be nice if it could be plain text without any graphics, designed for people who are having problems with their internet.
I know that the average consumer is an idiot, but they`re getting paid to deal with idiots, its one of those little nuances when you deal with the public.

OK, I do agree with you. Saw that a while ago when I was trying to log a fault. I suppose that is an effort to minimise the amount of "invalid" faults logged.

 

[cpu.]

If they get to you and it's something you caused, they may/will charge you.

You get the chance to see if it's your stupidity (pulled cable from filter by accident etc) or a real problem on your line.
It save you time and them unnecessary cost to come out.

 

[SauRoNZA]

The best one I've found is to simply say your line is dead...then someone very quickly pops up and you tell them the real problem.

It's actually quite terrible that they have no DSL specific trouble shooting or fault logging.

 

[Venomous]

The best one I've found is to simply say your line is dead...then someone very quickly pops up and you tell them the real problem.

It's actually quite terrible that they have no DSL specific trouble shooting or fault logging.

Sms service

Sends back a list. You select the number best suited to your complaint.

They test on their side, and phone you back if they cannot successfully test for your fault, or if they need more info.

If their testing reveals your fault as described then they sms you your fault referance back, without calling happening. Longest I've waited for a referance was 2 hours. Normally have it within 15-20min.

Saves one from listening to their hold music/messages, and give you freedom to continue with other tasks while waiting.

 

[SauRoNZA]

Sms service

Sends back a list. You select the number best suited to your complaint.

They test on their side, and phone you back if they cannot successfully test for your fault, or if they need more info.

If their testing reveals your fault as described then they sms you your fault referance back, without calling happening. Longest I've waited for a referance was 2 hours. Normally have it within 15-20min.

Saves one from listening to their hold music/messages, and give you freedom to continue with other tasks while waiting.

I was specifically referring to logging online.

But now it's Crystal Web's problem.

 

[TheChamp]

If they get to you and it's something you caused, they may/will charge you.

You get the chance to see if it's your stupidity (pulled cable from filter by accident etc) or a real problem on your line.
It save you time and them unnecessary cost to come out.

This^^^
Telkom is trying to make your life easier OP, I don't understand why you have problem with that.

 

[Impulse_One]

The best one I've found is to simply say your line is dead...then someone very quickly pops up and you tell them the real problem.

It's actually quite terrible that they have no DSL specific trouble shooting or fault logging.

They do have DSL specific fault logging, but what really ticks me off is that you can have ONLY one fault at the time.

About reporting line dead, I did something like that.

They called back after I logged a fault via the website.

Usually, they go in details about your fault, check your line and they find that your line is active...

After that, they say "The fault was logged incorrectly, should I open a new fault for you? Y/N? Kthxbye."


How to get to logging:

Click "Troubleshooter" >> Select relevant points >> It gives a button "Report A Fault" at the end.

 

[JOEY_8]

Pull an Openserve technician by the ears to your house

 

[ViciousClone]

Fault SMS:30591

Faulty
011yournumber



(send, then respond accordingly with responses sent by them.)

Wish this worked for me,after 2 months my new number hasn't been activated on my profile :/ so can't do jack S.

Been placed on the new system and there has been a "Glitch "activating my new number