Telkom Denying Self Install Option

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bobjana

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I recently applied for a normal line in-lieur of doing a self-install once line was installed. I then applied for my ADSL upgrade to the new line and opted for the Self-Install option. Telkom did a check to see whether ADSL was available in my area, which it was, HOWEVER they informed me i won't be eligible for the self-install option because there were no available ports at the exchange. Why is this my problem and why do I have carry the costs for them upgrade their exchange? What I understand about NOT opting for self-install is that a techie visits you premises and plugs in the router etc. It has nothing to do with the exchange setup.

Am I being scr*wed?
 
bobjana said:
I recently applied for a normal line in-lieur of doing a self-install once line was installed. I then applied for my ADSL upgrade to the new line and opted for the Self-Install option. Telkom did a check to see whether ADSL was available in my area, which it was, HOWEVER they informed me i won't be eligible for the self-install option because there were no available ports at the exchange. Why is this my problem and why do I have carry the costs for them upgrade their exchange? What I understand about NOT opting for self-install is that a techie visits you premises and plugs in the router etc. It has nothing to do with the exchange setup.

Am I being scr*wed?
Click to expand...

If there are no ports at the exchange then there are no ports, irrespective of wither you self-install or not. All the self-install option does is allow you to hook up your own router. If they are telling you they can install ADSL anyway regardless but you must pay for it THEN you are being bulled.
 
Tell them to get knotted!

Self Install Option: http://www.telkom.co.za/products_services/dsl/support_self_install.html

SIO allows you to take care of the part of the DSL installation that takes place on your premises yourself, enabling you to get service quicker than before. Not only that, but you save R543.91 (VAT inclusive) on the installation fee as well!
Click to expand...

So, any extra work needed to be done off your premises has got NOTHING to do with Self Install what so ever!
 
they screwing you. self-install is about plugging in a cable from your terminal box to your router to your pc. it's a simple DIY. got nothing to do with the exchange. maybe that agent is working on commission?
 
the self install as said on that exerpt by gamer says its on your premises not the exchange... someone is trying to make some moola...
 
Telkom Denying Self Install Option Reply to Thread - Continued

Spoke to 2 consultants @10219 and went to my local Telkom Service Center which all gave me the same sorry excuse. As far as they concerned once they need to send out a techie to my local exchange (to add additional adsl ports which will also benefit future customers), someone has to pay for it and therefore Self-Install no longer applies.

This is bulls*t!!! I cannot find anything in their terms or conditions RE Self-Install that says something about the crap they feeding me now. Is there any way I can take this further?

Thanks!
 
bobjana said:
I recently applied for a normal line in-lieur of doing a self-install once line was installed. I then applied for my ADSL upgrade to the new line and opted for the Self-Install option. Telkom did a check to see whether ADSL was available in my area, which it was, HOWEVER they informed me i won't be eligible for the self-install option because there were no available ports at the exchange. Why is this my problem and why do I have carry the costs for them upgrade their exchange? What I understand about NOT opting for self-install is that a techie visits you premises and plugs in the router etc. It has nothing to do with the exchange setup.

Am I being scr*wed?
Click to expand...

How the self install works:

If there's a port available at your exchange, awesome. They tell you "hook up router and verify" pretty much easy and straight forward.

However, when there is NO ports available they have to route your line via another exchange. This impacts line quality. There is no way for them to ensure line quality when/if this happens so they need a technician on your side to actually check the noise and attenuation levels before telling you "your ADSL is schweet mah stingy bru"

Understand?

And no I don't work for Telkom, this is just how they operate and believe it or not, call centre people know ****all about what actually goes on. So they won't be able to tell you anything except that it can't be done.

Now. If you don't want to pay for an installation, take the Do3 or whatever option that waives the installation charge of everything. Then after the ADSL is installed, cancel the Do package. This is what a friend of mine did (and was suggested in doing by the call centre sales person) when he wanted ADSL but because his complex was new couldn't do self install.

Capish?

Now stop bitching everyone. Boo ****ing hoo, I cry for you. Rather get educated and informed before you spew your nonsense everywhere. At least I try to
 
Oh and expecting the T&C to say something about this eventuality re: self install is just stupid. T&C is a legal document covering you and Telkom for **** you may sue them for
 
bobjana said:
Is there any way I can take this further?
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Absolutely, send an email to the Customer Care Manager at [email protected].
Be nice, you want them to be on your side. Detail the problem and provide as much supporting info (ref #'s) for your argument as you can, including links to the SIO page I gave above for example and any other similar info.

The way I see this port problem is that it's not your problem...if there was a spare port, this problem would not exist in your life. The fact that they as the service provider have not allowed for enough ports and have to 'make a plan' should not be something that should impact your pocket at all.

That's your best bet for 'taking it further'.
 
Gamer said:
Absolutely, send an email to the Customer Care Manager at [email protected].
Be nice, you want them to be on your side. Detail the problem and provide as much supporting info (ref #'s) for your argument as you can, including links to the SIO page I gave above for example and any other similar info.

The way I see this port problem is that it's not your problem...if there was a spare port, this problem would not exist in your life. The fact that they as the service provider have not allowed for enough ports and have to 'make a plan' should not be something that should impact your pocket at all.

That's your best bet for 'taking it further'.
Click to expand...

Won't work. Trust me.

Best is to take the DO package that waives the installation costs and cancel straight after the installation was done. Piece of cake.

I've tried getting Telkom to budge on their policies (especially those affecting line quality)

See it from their perspective. They re-route his line to another exchange. The quality is horrible but they never check it on his end and say "Go ahead, do a self-install" how many endless phone calls will it take before the problem gets solved? Rather do it right the first time around and get a guy out to come check it.

Like I said, there is a solution to the problem. It just seems all of you are a bunch of complaining wussies not wanting to think outside the box and yell blue murder about being anally raped because of a luxury item
 
Thanks for the workaround

Thanks AcidRaZor,

I'll definitely do that and provide some feedback when the mission is completed.

Hopefully others can benefit in the future, if they find themselves in the same situation.
 
bobjana said:
Thanks AcidRaZor,

I'll definitely do that and provide some feedback when the mission is completed.

Hopefully others can benefit in the future, if they find themselves in the same situation.
Click to expand...

No worries. I just hope others try to get the real story from people that know before resting on what call centre staff tells them in future
 
AcidRaZor said:
Won't work. Trust me.
I've tried getting Telkom to budge on their policies (especially those affecting line quality)
Click to expand...
AcidRaZor said:
It just seems all of you are a bunch of complaining wussies not wanting to think outside the box and yell blue murder about being anally raped because of a luxury item
Click to expand...

Maybe your approach or the way you speak to people is all wrong then :erm: but I've only had success in dealing with Telkom Escalation Centre when all I've been told by everyone else not to waste my time. Their response time has been supurb and I've had a 100% success rate in resolving my issues with Telkom.

bobjana, either way you go, I hope you get what you need, that's the point of the thread.
 
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