Telkom ADSL Self-Install failure

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MarcoZA

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Hi All

Last week I signed up for a Do Broadband 3 from telkom, self-install option, and was told the line should be ready within 3-4 days.

So this morning I received an SMS stating that my line was ready and that I could go ahead and set everything up. I then proceeded to put the necessary micro filters in place and hook up my router (im using the dlink DSL-2760U).

I cannot verify my line because my router does not seem to be syncing :confused:
The DSL light flashes and then stays on momentarily before going off and starting its cycle again. One can only assume that the line is not actually ready?

I have phoned all of the Telkom numbers (10219, 10215, 0800 500 200 & 08200 375 375), all they ever seem to do is just send me round in circles. Some say that everything is in order and that the line has to be verified, others say that they can't see that a router has been connected. One guy even said that the line conversion had not been completed yet.

I have been given my account details e.g. username and password all I need t do is verify which I cant do with out a synced adsl line.

Has anyone else experienced the above mentioned problems with the self-install?

At the moment the situation has been 'escalated' (whereby they will assess the status of the line) by one of the tech support guys and I have been given a ref. no. and I gave them my contact details.

Not sure what else I can do right now :confused:

Any help or suggestions would be appreciated!

Thanks in advance!
 
Is it a telkom router or your own router?Did you set up you VPI / VCI if it is your own?
 
If the router isn't synchronizing, then it is a Telkom fault, unless you've incorrectly installed the microfilter.
Before you've verified the ADSL line, the router should sync at 512kbps.

The VPI/VCI settings only come into play when you connect to an ISP account with PPPoE.

Have you tried connecting your router directly on the Telkom line without a filter and other telephonic devices connected?

If the DSL light is still off after you've connected the router directly, then phone Telkom and tell them to fix the ADSL connection.
 
I had already tried all of the above mentioned suggestions :( It is my own router, the VPI/VCI were right. I have also tried connecting it without the filters and also tried disconnecting all the phones.

I've just tried it with another router and i'm experiencing the same problem.

I have a feeling that the problem is definitely on Telkom's end (naturally). What's the best way to go about getting this done swiftly? Like I said, I have an escalated reference number but I'm not sure how long a problem like this usually takes to resolve?
Sigh, I really had high hopes with this 'self-install' business.

Thanks for the help guys :)
 
Possible brainwave. Is it possible that the alarm system could interfere with the line? As far as I know it is connected to the line to make call outs in the case that the alarm trips. I had forgotten about it, I'll try again in the morning with it disconnected :)
 
MarcoZA said:
Possible brainwave. Is it possible that the alarm system could interfere with the line? As far as I know it is connected to the line to make call outs in the case that the alarm trips. I had forgotten about it, I'll try again in the morning with it disconnected :)
Click to expand...

heh, wouldn't we look bad :)
 
MarcoZA: yes it would certainly interfere with the ADSL, but it would only cause the ADSL connection to drop every now and then - like once per day.
 
Ok removed the connection to the Alarm system, still the same problem - was a bit of a long shot :/

The VPI/VCI settings are correct, the router sets them to that as default as it has Telkom as one of the ISP's on it.

I really hope there is nothing wrong with my line :? I will try contact them today to see if I have any luck speaking to anyone else. Any other suggestions? :)
 
3 to 4 days that is short and dam fast. the fasted I have ever had a line installed is a week waiting but that was cos I paid the telkom dude to do it fast słownik :P
 
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Haha it's only because it was a self-install... otherwise It would have probably taken a month if one of the techies had to come out and do it! :)
 
labratza said:
3 to 4 days that is short and dam fast. the fasted I have ever had a line installed is a week waiting but that was cos I paid the telkom dude to do it fast :P
Click to expand...

Exactly. That is unfortunately how you get things done these days.

Drive around your neighborhood and look for a parked Telkom van. Tell the technician your problem, and reward him for this 'extra' work afterwards if he assisted you.
 
Did a self install the other day, apart from the fact that it took over a month to get the line, they than decided to sms the wrong password to me! How do they end up sending the wrong password! Isn't it an automated system? Grrrr
 
Call telkom ask them to reset your ports.

I had the exact same problem after the 7th phonecall 5 days later I eventually got somebody with the neccessary brain cells to help me out. :mad:

This should take about 5 minutes :)
 
Ok after calling again, they are able to confirm that the problem I am experiencing is reflecting on their side (struggling to sync). I was given a reference number and was told that a technician would come out to check the problem. They could not give me a time frame (no surprise there) but they did say that it was marked as urgent as it is a new open line (process is not complete so there is no money in their bank yet, surely some incentive? :P).

So now we wait and see? :/
 
touch_stone said:
Call telkom ask them to reset your ports.

I had the exact same problem after the 7th phonecall 5 days later I eventually got somebody with the neccessary brain cells to help me out. :mad:

This should take about 5 minutes :)
Click to expand...

Hmmm so you also couldn't sync? And it was a brand new line, trying to connect for the first time?

EDIT: Ok so I tried the above, and they told me that they cannot refresh the ports as the line needs to be verified first. Sigh.

I guess I better start looking around for a Telkom van ;P
 
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Only surprise that I had with self-install was that it was necessary to verify the line. However my line was syncing at a higher speed than I had ordered, but I could not access any sites except for Telkom's site. I contacted them and they quickly pointed me to the right site, I verified my adsl, and it was fixed and at the correct speed in less than 30 minutes.
 
Thanks for the suggestions guys, managed to get a techie to help me out ;)

He wasn't able to sort it out today because the system was down, but it should be done by tomorrow... will keep you posted!
 
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