I have sent your PM with my line number so long...
Here is the full list of problems to give you some perspective.
Date: 10 Nov 2017
Ref: JEY-131-44610
Hello My 8mb line has been syncing at 2mb for the last couple of days, and I've had interrupted internet service, please look into why this is happening?
Date: 10 Nov 2017
Thank you for the valued email feedback,
Kindly be advised that your line is faulty and it is syncing at 2Mbps, I have reported it to Telkom and it will take 48 hours for the
line to be fixed.
A Telkom reference number has been assigned to your line order. Your reference number is 5AEK101117.
Have a great day and please let me know if I can help with anything else!
Warm regards
Date: 03 Dec 2017
After the telkom technician looked at the line and attempted a fix, my line is now only syncing at 5mb and no higher. (SNR ratio is better now on the tests to the exchange)
I'm also still experiencing line drops every hour or so. (the DSL and internet light stop on my router for about a minute then it comes back on) happens a couple of times per day.
This line has been substandard for a while now and I would really like to have my internet back to what I'm paying for, your help with Telkom will be appreciated again.
Thanks
Date: 05 Dec 2017
Good Day
I hope you are well
I apologise for the connectivity issues you are experiencing.
Please be advised that we have logged an intermittent service fault with Telkom.
Kindly note a technician will be sent out to investigate and resolve this issue. We have sent through your line test results to Telkom and your fault reference has been SMS'ed to you
Should you require any further assistance, please do not hesitate to ask.
Thank you
13 Dec 2017
Good Day
I hope you are well
I do apologise for all the frustrations brought about with your connectivity issues.
Please be advised that we have escalated this matter further and are currently awaiting feedback on the fault.
Thank you.
Kind Regards
16 Dec 2017
Good Day
I do apologise for the inconveniences and frustrations this issue is causeing
Please be advised the reference number for your fault is 82BEK051217 and the number to contact Telkom on is 10210
Kindly note the latest update received was as follows:
Escalated for tech to attend on the 13/12/2017
Thank you.
Kind Regards
21 Dec 2017
Hi.
I was just sent an automatic notification that my fault is resolved...
It is NOT. This is the 2nd time in a row now that they are marking my line as fixed when the SNR is still at 6 db... in and out. when it drops below 6db.... I get disconnected. (This happens anywhere from once a day to 10 times per day - and on Sunday I had no internet the entire day)
Please note that telkom only "checked" the line after I called them this week...
This is going to lead to a very sad christmas as this fault has been logged since the 5th.
I don't have DSTV I stream Netflix and listen to audio through soundcloud so my entertainment is linked to my ADSL performance.
Can someone in a senior position please call me?
I need real assistance here. not just a fault reference.
22 Dec 2017
Hi there
Trust this email finds you well
We apologies for the inconvenience, we understand your frustration and thank you for being patient with us.
Please be advised as per Telkom that the line has been escalated to the local Technician for action in the next few days.
In the mean time we have done a port reset on your line,please switch off your ADSL Router/modem for 10 minutes and the switch it back on again. This should improve your speed.
For any further assistance kindly let me know
May you enjoy the rest of your day!
3rd January - Technician Arrives to fix the fault (and does temporarily)
14 Jan 2018
Good Morning, Telkom Sent out a Technician early January who looked at my line which was having intermittent disconnects due to low SNR values. after a while he fixed the SNR issue which is now higher according to the Afrihost test my line feature. The line has been stable and syncing at 8mb finally.
Until Yesterday. Now the SNR is still okay but my line has dropped twice yesterday and it just did it 3 times this morning. (drops for a minute and then comes back on, interrupting my online services IE streaming etc.
14 Jan 2018
Good day Tyrone
Sorry to hear you're struggling so much.
Apologies as this may be a bit lengthy but I have taken a look at the account and see there is quite a few "Lost-carrier" errors.
Lost carriers occur when your computer, of an internet connection disconnects without your request (even though have not chosen to disconnect using standard disconnection methods). The telephone exchange then tells our access server that the call has been terminated, your session ends ends, resulting in high pinging and is recorded with "Lost-Carrier".
The most common cause of a Lost-Carrier is noise or weaknesses on the phone line.
Unlike voice, data is extremely sensitive to noise on the line. Although you may not hear noise on the line because it is inaudible to the ear, a modem will always pick it up. Some modems are able to handle a limited amount of line noise (such as the US Robotics range) and still stay connected, whereas a lot of other modems will drop a connection if they encounter any line noise. The three most common types of line noise are:
Crackle (audible).
the insulation around the copper wire breaking down and allowing the wire to lightly touch another wire. Damage to the cable sheathing can allow moisture to get in on to the wires, when the cable dries out it causes crackling on the line.
Hum (varies from audible to inaudible).
Caused when cable sheathing deteriorates and voltage from the line either seeps into another or dissipates into the surrounding earth. This is usually hard to detect.
Click (audible)
Usually found in rural areas where telephone line has been laid under or around Electric Fences. Older washing machines may also cause a click on a line.
Internal modems generally do not have the same robust qualities as external modems. The most common internal modem is a Lucent (LT WinModem). Slowing the modem down will limit the bandwidth used and will decrease the room for error, however it will affect internet performance. The preferable solution is to update your modem drivers/firmware to the latest version.
Other possible causes of Lost-Carrier include:
A fax or older model T200 touch phone. Both of these devices draw voltage from the phone line and may cause a modem to disconnect. This is usually identified by regular disconnections every 10-20mins.
A home security system may poll the telephone line for security purposes at given intervals
Fluorescent lights, mobile phones, cordless phones and base stations all emit electromagnetic fields which may drop a connection.
Certain telephone switchboards may also interfere with modem signal.
HOW DO I ISOLATE THE PROBLEM?
Disconnect all devices listed above that may cause interference.
Disable call waiting on your phone (if you have it).
Check the phone cord running between your computer and the wall jack. Make sure it is in good condition.
Check the phone wall jack. Is the connection solid? Does it feel loose?
Make sure the phone cord does not pass through any other devices. Fax machines, splitters, filters or surge protectors.
Make sure the phone cord is not entwined around or bundled with other electrical cords. Power cords and monitor cables can cause interference.
Lastly please reconfigure you router to the settings that I have emailed.
If none of the above works, we will log a fault with Telkom. Please be advised that you will be billed an unnecessary call out fee if the technician finds
that the issue is with your equipment.
Looking forward to hear you response.
Warm regards.
15 Jan 2018
I replied... not a happy reply. as a technician has been at my premises and these "possible user side problems" would have been identified then.
__
Now I'm here and I'm going to be paying my third invoice to Telkom and Afrihost during a time with terrible service and line problems, and I can't stream in peace or use my PC or Xbox One in peace without the line dropping every hour. I just don't know anymore.
