Telkom ADSL support falls apart

I was once given a reference number for the technical peoples that is supposed to come to my house. They didn't come for a week, so I called, ref ready. Turns out that they don't have a call center, and the ref means nothing. Nobody could give me any information on the problem.

If Telkom was professional, they would have one call center, not 5 of them all dealing with different gripes. I see all the call centers as an excuse to shift the blame from department to department. I want one number, and one reference number. Single point of contact people.
 
I called last night at 10pm and waited for an hour before hanging up so these claims are accurate.

My helpdesk is the MyADSL broadband forums. I get quicker answers with more details on how to resolve the problem.
 
From my experince the situation has always been this way. Only difference now is that more clients mean more faults. As for the ever present "high caller volume" it's been that way since thay started with that pathetic excuse. I have tried phoning at all times of the day and night, including times like 2am, 4am, etc. Always the same thing "high caller volume". This leads me to believe that it is a default answering service, whether they have one person on duty fielding all the calls, or 100.

Telkom has never had any "after sales service" or support, it probably never will.
 
I have worked in call centers before and the worst thing you can do is put the phone down in anger after 45 minutes and keep trying again later. From this thread you can see how many of you are doing this, and remember that these repeat calls all compound creating a bigger problem. Maybe at any one time, 60% of you waiting will put down and call again. \you are all klogging up the lines. Just grin and bear it for the 45 minutes and you will be answered
 
thesuspect said:
I have worked in call centers before and the worst thing you can do is put the phone down in anger after 45 minutes and keep trying again later. From this thread you can see how many of you are doing this, and remember that these repeat calls all compound creating a bigger problem. Maybe at any one time, 60% of you waiting will put down and call again. \you are all klogging up the lines. Just grin and bear it for the 45 minutes and you will be answered
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You need to go back to primary school and learn how to use an abacus again, because you have just made the worlds biggest Vogon Logic statement.

The problem is not the people hanging up. The problem is the inability to answer the calls.
 
thesuspect said:
I have worked in call centers before and the worst thing you can do is put the phone down in anger after 45 minutes and keep trying again later. From this thread you can see how many of you are doing this, and remember that these repeat calls all compound creating a bigger problem. Maybe at any one time, 60% of you waiting will put down and call again. \you are all klogging up the lines. Just grin and bear it for the 45 minutes and you will be answered
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How is that clogging up the lines?

Scenario:
1. Queue: 1. Amy, 2. John, 3. Max, 4. Dick
2. Max drops out after 20 minutes - Dick moves to position 3. There are only 3 callers in the queue now.
3. Max decides to call back, putting him at the back of the queue at position 4.

From your statement ("these repeat calls all compound creating a bigger problem"), you make as if when Max calls back, he's placed in position 5 and the queue is lengthened. Who's in the bogus position 3 of the queue then?

If they just get more folk at the call center and answer the damn calls quicker, people wont put down the call. The only reason these people wait longer is because when they call back, they're placed at the end of the waiting list again.

The point of this thread is how pathetic it is that people have to wait so long, and they have full right to be complaining - the wait time is ridiculous.
 
thesuspect said:
I have worked in call centers before and the worst thing you can do is put the phone down in anger after 45 minutes and keep trying again later. From this thread you can see how many of you are doing this, and remember that these repeat calls all compound creating a bigger problem. Maybe at any one time, 60% of you waiting will put down and call again. \you are all klogging up the lines. Just grin and bear it for the 45 minutes and you will be answered
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Is it OK if we put the phone down in disgust and disappointment without any anger? :sick: I don't want to cause any more klogging ups!
 
Eish

According to one source it is not uncommon to see over a hundred thousand ADSL faults in a single week.
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Considering that Telkom only have around 400,000 ADSL subscribers, thats a 25% fault rate on their Broadband service. Pathetic....

Oh, maybe they can blame it on the cable theft, or maybe it's because they are f&%cking monkeys. I think it's the latter...

We pay through our a$$es for slow, capped broadband that may or may not work 25% of the time.

I think i'm going to move my departure date from November to March.

Good luck to the rest that stay in this wonderful Rainbow Nation that monkeys managed to create.
 
harpon said:
Considering that Telkom only have around 400,000 ADSL subscribers, thats a 25% fault rate on their Broadband service. Pathetic....

Oh, maybe they can blame it on the cable theft, or maybe it's because they are f&%cking monkeys. I think it's the latter...

We pay through our a$$es for slow, capped broadband that may or may not work 25% of the time.

I think i'm going to move my departure date from November to March.

Good luck to the rest that stay in this wonderful Rainbow Nation that monkeys managed to create.
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Monkeys they are indeed.
I'll be joining you at around the end of the year.
Anyone who argues with you is either: A) blind to the state of this country, B) black, or C) trying to create a better mental image for themselves because they cant get out for whatever reason.
 
Albereth said:
I am not sure why you thought it was unfair to pick on the ISPs who resold the Teklom service. They are getting paid for their role and if they are being let down by Teklom that would be their issue, not the client's.
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I completely agree with Albereth, the ISP's are making money out of it and if they don't like being moaned at when they can't provide what they're being paid for they need to either quit or get a job working for the government. I'm sure everyone understands they're stuck between a rock and a hard place but they put themselves there for the money.

Also there are countless comparisons to their situation where people don't think twice about complaining to those they're paying when they don't get what's promised. Anytime ISP's don't get moaned at because they don't provide what they're paid for is a luxury to them.
 
fragtion_ said:
Monkeys they are indeed.
I'll be joining you at around the end of the year.
Anyone who argues with you is either: A) blind to the state of this country, B) black, or C) trying to create a better mental image for themselves because they cant get out for whatever reason.
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And Cheers to you as well. You obviously have the inability to get passed "C" and ability of a Dodo. Moaner. Do something.
 
TheRoDent said:

You need to go back to primary school and learn how to use an abacus again, because you have just made the worlds biggest Vogon Logic statement.

The problem is not the people hanging up. The problem is the inability to answer the calls.
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Maybe this will explain it. A call center can only receive so many calls due to the finite number of incoming lines.
If 1. Amy, 2. John, 3. Max, 4. Dick are in the queue with 4 telephone lines, how does 5. Peter, 6. Paul, 7. Susan etc.... get through. Now John, Max and Dick all drop the line after a 45 minute wait and all try again in a half hour. That now calculates to 3 droppers + those that didnt get through just now all trying to get through, lets say 3+5. Maybe one gets through and then the next 3 drop the line plus those that didnt get through and the whole new bunch who are also trying to get through, 3 droppers + 7 hopefuls + another 5 wannebes now equals 15............etc.......... Do you get the picture. You might have gone from 3rd in the queue to the 14th wannebe trying and getting an engaged tone. Remember that everyone eventually has to get through to log a fault so it is a vicious circle.:mad:
 
Maybe this will explain it. A call center can only receive so many calls due to the finite number of incoming lines.
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Telkom, being the MONOPOLY and ONLY REAL PROVIDER of fixed lines has NO EXCUSE not to add additional lines. Have you ever heard of forecasting and trend alaysis?

This was the dubest post i've ever read. You must also be one of the monkeys that tried to defend this place. Good luck to you too.
 
According to one source it is not uncommon to see over a hundred thousand ADSL faults in a single week.
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Which source? I don't think 100000 faults on 400000 lines is realistic, even for Telkom.
 
Hey Harpon, just explaining reality so you understand. Maybe if everyone tries this the wait won't be 45 minutes plus... Just a thought. But then again, I wont expect to much considering your spelling ability. Good luck to you and your wait! You b1tch so much, why then do you have ADSL? It's because when it works it's actually really good! :cool:
 
Browser said:
I completely agree with Albereth, the ISP's are making money out of it and if they don't like being moaned at when they can't provide what they're being paid for they need to either quit or get a job working for the government. I'm sure everyone understands they're stuck between a rock and a hard place but they put themselves there for the money.

Also there are countless comparisons to their situation where people don't think twice about complaining to those they're paying when they don't get what's promised. Anytime ISP's don't get moaned at because they don't provide what they're paid for is a luxury to them.
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No once again, ISPs effectively act as a middle man. They liaise with Telkom so that you don't have to. You're effectively paying them to sit on hold for 45 minutes to listen to Telkom music :D

This doesn't apply to TI subscribers, they have to deal with Telkom directly, which (as we all know) can be a huge exercise in frustration. I still maintain that ISPs are not to blame, Telkom should never have cut their staff in the first place.
harpon said:
My ticket is booked and it's just a matter of time. I should be the one wishing you luck.
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Cool enjoy :)
 
thesuspect said:
Hey Harpon, just explaining reality so you understand. Maybe if everyone tries this the wait won't be 45 minutes plus... Just a thought. But then again, I wont expect to much considering your spelling ability. Good luck to you and your wait! You b1tch so much, why then do you have ADSL? It's because when it works it's actually really good! :cool:
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A goddamn Telkom apologist. They're a monopoly, wireless isnt a real alternative (because of pricing). So you have to have Telkom ADSL or nothing.
 
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