Telkom ADSL support falls apart

It has been like this for months (that I know of) - anyone thinking of getting Telkom ADSL should try phoning the help line before ordering it - can someone complan about it
 
This really is shocking service for a company that is about to face *real* competition for the first time. The shareholders ought to ask some hard questions about why management hasn't done anything to resolve this problem, which is by no means new. Telkom is losing business because of this to the mobile operators and to iBurst. If I was a Telkom shareholder, I'd be angry as hell.
 
Telkom need to remove themselves from dealing with end users. Their business model should shift to delivering large pipes to large customers and letting others do the ground level support. They need to be wholesale bandwidth providers and not stay in the business of providing small individuals home service and support.
 
I call 10217 (the business call centre), depending on the time of day they will log my adsl fault (home line is actually one of our business connections).

interesting thing, of the 8 sites I have only 2 are more than 200 metres from a dslam, the rest by some magic are on top of a dslam. in fact one of the 2 that aren't I can throw a ball at the nearest dslam, so naturally I'm getting our bussiness manager to do something about it.

noise figure are excellent from all sites, see below...

Noise Margin: 36.0 dB 31.0 dB
Output Power: -3.0 dBm 12.0 dBm
Attenuation: 4.0 dB 3.0 dB
Defect Status: None None

so the theory is I should experience almost no downtime... nope. one would be suprised how often dslams crash or don't have enough battery power to overcome load shedding.

on the bonus side I've heard a vicous rumor that Telkom is starting metro ethernet in a couple on months, so now I have three providers all running fibre through my area (Neotel, MTN and Telkom) two of which have metro up to 1GB. Naturally they're all competing with each other for my voice and data, for once I'm a happy South African!
 
I work for an ISP, the last month or so waiting time on Telkom's 0800 375 375 is getting ridiculous.

Average wait time to log a call is anything between 30 - 85 minutes the longest one we recorded.

Al I can say is pathetic!
 
remember this is a best effort service......
 
haha

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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I cancelled my 4mb ADSL in December because the very high cost was starting to become a problem. It was never less that 1k for the service, which is ridiculous. I am now on iBurst, just because it's cheaper.

Oh, and when i type, i dont look at the keyboard. If i type fast, sometimes i make typos.... anyway, you keep looking at your keyboard when you type and keep supporting those monkeys at Telkom. At least they will have some customers left, the likes of yourself.

Tell me something... why are you so supportive of Telkom? Do you work for them or something... you are very ignorant to the state of affairs. You must also be very young. I've been dealing with Telkom for over 15 years now, and it's been a joke for as long as i can remember.
 
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haha

Tns said:
remember this is a best effort service......
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It's more like no effort at all. If Telkom could just take our money and not provide any service at all (just like our banking cartels) im sure they would do that.

Just because they disclaim it as being best effort, doesnt mean that they (or anyone) should use that an an excuse all the time.

Bottom line is that they just dont care. If they did, they would do something about their customer service and their best effort broadband.

Seeing as they are sitting on a WiMax license, i don't see why they aren't using it and moving away from copper in areas that are a problem. If ICASA would also just do their jobs, their may be some other operators like IS that could offer WiMax.

Anyway, i'm still outta here and you guys can stay and deal with the monkeys in this place.
 
'thesuspect's suspect logic still does not compute. Regardless, of how many people drop, and re-enter a queue, the problem is with the processing at the front of the queue.

The only way to reduce call centre waiting time for customers is to add more agents, or speed up the processing of calls when they get to the front.

Whatever happens at the back of the queue is of zero consequence.
 
freematrix said:
Cheers harpon and good ridden s. Go moan and do nothing somewhere else.
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I am certain that you are a board member of TELSCUM. It is our right to moan if the service is as pathetic as it is now....we PAY for service but don't get it!!
 
Here you go

harpon said:
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.
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http://www.qantas.com.au/regions/dyn/za/home

Please, the sooner the better...
 
Endurance

Had the same problem with Lightning on a Friday afternoon at app. 17H00. Not only did it take out my modem and network card (again - lol - 2nd time in 7days), but this time it took out my voice line and data line (ADSL). Still had my cellphone, and decided to report the line. My weekend went: (Dialed the 0800375375 number)
Friday - 18H00 to 18H46 - mystery voice advises heavy call volumes - listen to Telkom music, and another mystery voice advising me to report the fault online at www.telkom.co.za........duh, if i had internet, would i have phoned? - gave up
Friday - 21H00 to 21H30 - mystery voice advises heavy call volumes - listen to Telkom music - gave up
Sat - 08H00 to 08H30 - mystery voice advises heavy call volumes - listen to Telkom music - gave up
Sat - 09H30 - 11H15 - mystery voice advises heavy call volumes - listen to Telkom music - gave up
Sat - 21H30 - 22H00 - mystery voice advises heavy call volumes - listen to Telkom music - gave up
Sun - 01H00 - 01H15 - thought i was clever, but alas - mystery voice advises heavy call volumes - listen to Telkom music - gave up
Sun - 08H00 - 08H30 - Call Telkom Residential Problem Report Number, ask the to test a number (0822375375) - the guy just laughs. At least he takes down my detail, and promises to email it to the adsl technicians, as he cannot get through to them by phone.

At this stage, I am a complete wreck, as I had been planning a whole weekend in Azeroth - with the permission of my wife............... should have known it was not to be

Anyway, i spend a total of 240 mins on the phone, without actually speaking to anyone. Can't wait for my cellphone bill

The line has been fixed

WoW
 
We were experiencing problems earlier today and called 0800375375.

166 minutes later, we still were hearing, "Please be patient..." etc. We decided to put down. This is not acceptable.
 
davidpey said:
We were experiencing problems earlier today and called 0800375375.

166 minutes later, we still were hearing, "Please be patient..." etc. We decided to put down. This is not acceptable.
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Well aunty freeharpon says go to australia, stop whinging etc. etc....
lol... it seems she is proud of and prolly part of the reason for.... this country's demise.
 
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