Telkom agent puts phone down ?

[Necuno]

Well this is new, seems I have to give out my router detail or else I won't be helped by Tandile at 0800 375 375. Though seems that she had a real attitude problem. I phone in again and Omine I think helped me without having to know my router.

Initially when I phone in I clearly laid out the problem in simple english that

1) I had logged a fault previous night
2) Clearly not the router as it was plugged out whole day
3) I did have sync in the morning, but magically it was gone at 5pm when I returned from work
4) The Fault I reported was assumed to be just the line
5) They reported line test was ok where in fact it's a sync problem

Anyways then with second agent he just tried to log into the exchange and couldn't, then told me the exchange is down. How then was the line test ok?

 

[LazyLion]

They always ask me what type of Router I am using, even when it is not really relevant.
I have no problem telling them.
Maybe they want to know for research purposes or something.
Anyways, they are usually able to help me anyway, despite me having to give them that piece of info.

 

[Necuno]

They always ask me what type of Router I am using, even when it is not really relevant.
I have no problem telling them.
Maybe they want to know for research purposes or something.
Anyways, they are usually able to help me anyway, despite me having to give them that piece of info.

I don't either, but she restarted at some point no 1 of how to help a customer each time as I tried to explain everything to her. Besides why throw the phone done in my ear just because she couldn't do steps 1-10 of her script? I mean really agent no2 directly proceeded to test the exchange instead of "telling me to reinstall my computer", when it's obviously not the problem, but clearly the exchange as proven by the 2nd agent. I went through the whole router trouble shooting session already and she wanted to restart with that....*shrugs*

:edit
When I worked in an IT call center and the person calling in already did a driver re-installation I never forced them to do it again just because. Anyways, I'm just curious as to why she thrown it down instead of being able to skip that step and do a competent support tech would if it's clear that that was already done and tested.

Not going to break my head about it, just for future reference ask for someone else when I pickup it's someone that can only help you if they redo everything from that start that has been already done.

 

[FNfal]

Line and DSLAM are two different things . POTS is just used to get the ADSL to the premisis . line goes through the DSLAM
to the premisis . so is your line is ok and no ADSL then there is a broblem with the DSLAM (asuming your modem is ok )

 

[Necuno]

Line and DSLAM are two different things . POTS is just used to get the ADSL to the premisis . line goes through the DSLAM
to the premisis . so is your line is ok and no ADSL then there is a broblem with the DSLAM (asuming your modem is ok )

modem is fine it can't be anything but fine. It had sync at 7am, I plugged it out, I plugged it back in at 5pm and no sync, exchange was confirmed as dead. Then how can they say/do line test ok when the exchange is down and not even the agent can log in ? That confused me.

POTS isn't used to get the ADSL to the premises, that's just the filter part *if* you use a modem + telephone in the same socket. To do a line test as you suggest there has to be someone present with a meter and not just a remote test, because that would be impossible if exchange is down, afaik unless they can magically test the link without the exchange which I doubt.

 

[FNfal]

first off were u getting dialing tone on the phone

 

[FNfal]

POTS = plain old telephone system

 

[FNfal]

when they test the line they see if there are any conditions on the line , earth . contact with other lines and short or partial short
when they test and all is clear they pick up the cap on the end of the line in the phone
this is the telephone part
now adsl support can test the modem

 

[PsyWulf]

Been there,but i'd slam down the phone first if they insist on being useless,then redial and explain again till you find someone that realizes i've done all the testing possible my side

 

[MickeyD]

They should NEVER put the phone down in your ear. Totally contrary to their best practice. If a caller is "abusive" (not saying or implying that you were) they should hand the call over to their supervisor.

 

[ISP cash cow]

Hahahaha nothing new here Telkom service are useless!!!

 

[Electron1]

Been there,but i'd slam down the phone first if they insist on being useless,then redial and explain again till you find someone that realizes i've done all the testing possible my side

Yeah right and wait another 15 minutes or so in the queue again?

 

[PsyWulf]

Must admit I haven't had a telkom queue in a while

 

[Mike Hoxbig]

They should NEVER put the phone down in your ear. Totally contrary to their best practice. If a caller is "abusive" (not saying or implying that you were) they should hand the call over to their supervisor.

What should happen, and what actually happens, are two different things though.

I've had similar experiences, where after hanging on the line for 30 minutes, the call was "dropped" and I've had to call back and wait another 30 minutes for it to be answered.

Another thing that I've noticed is that they sort of mumble their name so that it's inaudible. I've had to ask a few consultants to please spell it out after having them repeat their name a few times.

 

[waynegohl]

Our exchange went down on tuesday morning about 11 am. I phoned when I saw there was no ppp light and the adsl was flickering. They told me the exchange was down and a technician was working on it or knew about it and they gave me a reference number. It has taken from tuesday 11 am to thursday 10am to sort it out and each time I phoned, proberly over 10 times in these few days,they kept on telling me that a technician is assigned and will contact me. We have demanded a refund.

 

[Srack0verflow]

They should NEVER put the phone down in your ear. Totally contrary to their best practice. If a caller is "abusive" (not saying or implying that you were) they should hand the call over to their supervisor.

i got hungup up on once. 'that account has been locked sir..." *click* then again i guess it was my fault