Telkom botched my DSL upgrade

[firewall]

The story goes a little like this: I moved into a new estate, and got a hold of the Telkom network planner for the area. He said that ADSL is available but because of the distance to the DSLAM only 384 is viable, but that they are adding a new DSLAM just outside the estate to the point where all the telkom lines come together and the voice portion gets put onto the telkom trunk.
So they finally finished the new DSLAM but my line stats didn't improve much. I was still on 73dB attenuation at 384kbps. So I phoned the network planner again and he said I have to upgrade to 4MB to be placed on the new DSLAM.

So I decided to take the plunge and go for 4mbps/fastest dsl because I do a lot of remote desktop work from home, and I decided to do transfer the line to Webafrica and have them do the upgrade all at the same time. So finally after 3 weeks, my line is now upgraded, BUT they left me on the old DSLAM, so....
now my attenuation hovers at 75dB with the average sync lasting about 30 seconds at 700kbps to 800kbps.

So I phoned the network planner again and he told me to go to a Telkom shop and tell them that the line needs to Terminate at the new DSLAM and they should make a note on the fault I logged. The telkom shop barely understands english let alone the problem. Webafrica says they aren't authorized to order a different DSLAM termination.

What now????

Incidentally, if put my number into the Telkom 10mbps checker thing it says in bold green:

Your exchange supports up to 10Mbps fastest ADSL. The provision of such a service is subject to port availability, distance, copper quality and line sync speed limitations.

 

[ichigo]

Well you should have kept your line with telkom, cause other providers get less preference on new dslams and make you stay on old ones

Lesson learnt always keep the line with telkom

 

[firewall]

The problem is, my workplace offered to pay for the DSL line rental, by having it placed on their WebAfrica account. Wasn't really my choice. The support I get from WebAfrica is way better anyways. Their staff at least know what "DSLAM" means.

 

[xrapidx]

Move back to Telkom...move to new DSLAM...move to WebAfrica

 

[ichigo]

It will be a big battle to get them to change it maybe you will get lucky if you speak to telkom manager of your area again and pester him

 

[WAJeff]

Heya firewall,

Let me see what I can have organised for you on this one
Drop me a PM with your client code and I'll have one of the DSL guys look into a few options on getting this sorted out for you.

Just on a sideline here guys, keeping your line with simply means that faults have to be logged from your end, whereas if you have your line with WA we can log faults, upgrade the lines etc etc on a higher level which makes the turn around time a lot quicker

 

[firewall]

Yeah I fully agree with WAJeff, speaking to the WebAfrica staff is so much less stressful than speaking to Telkom. But I do understand that the problem is at all with WebAfrica but with Telkom. WAJeff, send you a PM.

 

[WAJeff]

Yeah I fully agree with WAJeff, speaking to the WebAfrica staff is so much less stressful than speaking to Telkom. But I do understand that the problem is at all with WebAfrica but with Telkom. WAJeff, send you a PM.

Coolios!
We'll jump onto this one asap and provide some feedback. The DSL guys will be in contact

 

[guest2013-1]

I decided to do transfer the line to Webafrica and have them do the upgrade all at the same time

That's the problem right there. Nobody wants to take accountability for the line once it's moved to an ISP. For example, Web Africa will go "It's not our problem, we can't do nothing" and Telkom would go "You can't do anything, your ISP needs to contact us to make it happen"

So you're inbetween a rock and a hard place. I suggest contacting Jeff from WA to get something done for you in terms of this. I also suggest you find a Telkom shop that speaks afrikaans and try in your best afrikaans to explain the issue (don't give them history, just say you were told that for your line to move to the closest dslam they told you to upgrade, but now that you upgraded they never moved the line closer and you're busy experiencing sync issues because of it)

 

[guest2013-1]

Yeah I fully agree with WAJeff, speaking to the WebAfrica staff is so much less stressful than speaking to Telkom. But I do understand that the problem is at all with WebAfrica but with Telkom. WAJeff, send you a PM.

Not really when Web Africa's hands are tied as well because of stupid little things. I get a lot more done in a quicker turn around time with less frustration working direct with Telkom then the staff at WA. In the end I have to throw my toys out and bitch & moan to Jeff before anything gets done.

 

[Zion-Lion]

Eish... go to Telkom regional centre and take it up with them... Telkom shop people never have a clue..

 

[WAJeff]

See my posts above AR ^^
For once, I posted before you dude

We're looking into this one already.

 

[grim]

Heya firewall,

Let me see what I can have organised for you on this one
Drop me a PM with your client code and I'll have one of the DSL guys look into a few options on getting this sorted out for you.

Just on a sideline here guys, keeping your line with simply means that faults have to be logged from your end, whereas if you have your line with WA we can log faults, upgrade the lines etc etc on a higher level which makes the turn around time a lot quicker

Strange that I manage to get a Telkom techie out the next morning every time I have an issue with my ADSL line, without logging it on a HIGHER lever. LMFAO what bull****. Got my line converted to ADSL in 2 days when I originally signed up for the service not the weeks I've heard some of the ISP's take.

 

[firewall]

I think things have changed a bit. Telkom took 3 months to get my line installed and from the date of application for my 384 to it being ready they took another 34 days. Eventually after installation it turns out the DSL port was shared with another resident and Telkom took another week to fix that.

 

[WAJeff]

Just to keep everyone up to date on this one, Telkom have completed the DSLAM transfer. Should all be sorted now.

@OP: Can you confirm that things are looking a little better?

 

[firewall]

Hey Jeff
Yep, all is finally good. Got a solid 4mbps connection. Pity it isn't the 10mbps the Telkom checker says it is supposed to be. Then again, doesn't like the checker has been updated in about a month.