Telkom Call Centre confused?

[Willy2580]

Hi Guys,

Over a year ago I applied for my line to be activated with ADSL, today I am still sitting with nothing.
The reason the call center gives me is that there are no ports open at my exchange and they need to upgrade their infrastructure.
I have spoken to multiple Telkom technicians and all of them have said that there is no reason for my line not to be activated...
I live within the 011 432 (Glenanda/Glenvista) exchange and I know of numerous people that have perfectly synchronizing ADSL lines.
My question is, why does the call center say I cannot get ADSL but every tech I speak too says that I can...

 

[MickZA]

Visit your local Telkom Direct Shop to get the correct story.

https://secureapp.telkom.co.za/app/customerservicebranches/shops/shops.jsp

 

[LancelotSA]

I think this is something MyBB, considering it roots and initial intentions, needs to cover in an article.

I hear numerous people saying they are told they cannot get ADSL as there are no ports/lines/availability or whatever. What can a prospective customer do about this? Is there any recourse? Do we just sit back an accept it? I have not been personally affected but I hear complaints like this often. And we are not talking about people in the outback here.

 

[Sting]

I think this is something MyBB, considering it roots and initial intentions, needs to cover in an article.

I hear numerous people saying they are told they cannot get ADSL as there are no ports/lines/availability or whatever. What can a prospective customer do about this? Is there any recourse? Do we just sit back an accept it? I have not been personally affected but I hear complaints like this often. And we are not talking about people in the outback here.

Agreed. MyBB should compile a "what do I do" type of process for when you dial a Telkom Call Centre.

A common error that is made is that the call agents input incorrect address information onto their system and they then provide you with an incorrect reply.

This is especially true in the case of housing Estates or Gated Complexes. If the agent cannot 'find' the address (or erf number) on their system, they brush you off.

In this scenario, you need to insist on them repeating your details back to you and then insist that they input your application and issue you with a reference number. Also provide them with multiple contact numbers for yourself.

These orders will then filter through to a networks planning section where a records clerk will do as much as they can to trace your location on their location database and/or cable plans.

If you are really stuck then contact the network planner for your exchange area:

Go here: http://www.telkom.co.za/minisites/utilities

Click on your region

It will download an Excel spreadsheet.

Go to your "EXCHANGE" row and then phone the Planner in charge of that area - his/her details are there.

Tell him that you want to confirm what the call centre agent told you about no infrastructure at your specific address.

Remember that this person cannot tell you about ADSL availability, only about cables (which is the biggest hurdle)!

 

[D4N]

Hi Guys,

Over a year ago I applied for my line to be activated with ADSL, today I am still sitting with nothing.
The reason the call center gives me is that there are no ports open at my exchange and they need to upgrade their infrastructure.
I have spoken to multiple Telkom technicians and all of them have said that there is no reason for my line not to be activated...
I live within the 011 432 (Glenanda/Glenvista) exchange and I know of numerous people that have perfectly synchronizing ADSL lines.
My question is, why does the call center say I cannot get ADSL but every tech I speak too says that I can...

I live in Mulbarton (011 432 xxxx) and I applied for ADSL yesterday at a Telkom shop... According to the system the maximum speed this exchange supports is 512K .I'm hoping they'll be able sort me out, just getting the analogue line was a nightmare (3 months, lazy technicians who made appointments and didn't pitch up)