Telkom Doesn't Care About ADSL Latency

[Lounger]

We've been having a spat of very high latency problems for around two weeks.

I though it had something to do with our ISP, but I've changed now and the problems are still there.

We used to get a ping of around 45ms whilst playing on-line games. Now it often jumps to 500ms or 600 and the game kicks you off.

I've been trying hard to get Telkom to fix it, but they won't even acknowledge there is a problem. The technician I spoke to said that their SLA (Service Level Agreement) doesn't guarantee a usable ping. They only provide the line and speed. The same guy refused even to give me his boss's name and was quite rude over the phone!!

On many occasions, even trying to get the technicians to understand what latency/ping is has been a mission! They talk of line attenuation and don't look at ping.

Telkom is very bad at communicating with customers and reporting faults. You can spend 30mins on the line to 0800375375 and explain carefully what the problem is, but when the technician is notified, he apparently can't see anything that the callcentre operator wrote. Now that's not efficient.

I just want to be able to play on-line games again. It worked for more than a year and now suddenly (boom) I can't and Telkom refuses to fix anything.

I'm hoping there's a senior Telkom guy reading this who can help (?)

 

[nettracker]

We've been having a spat of very high latency problems for around two weeks.

I though it had something to do with our ISP, but I've changed now and the problems are still there.

We used to get a ping of around 45ms whilst playing on-line games. Now it often jumps to 500ms or 600 and the game kicks you off.

I've been trying hard to get Telkom to fix it, but they won't even acknowledge there is a problem. The technician I spoke to said that their SLA (Service Level Agreement) doesn't guarantee a usable ping. They only provide the line and speed. The same guy refused even to give me his boss's name and was quite rude over the phone!!

On many occasions, even trying to get the technicians to understand what latency/ping is has been a mission! They talk of line attenuation and don't look at ping.

Telkom is very bad at communicating with customers and reporting faults. You can spend 30mins on the line to 0800375375 and explain carefully what the problem is, but when the technician is notified, he apparently can't see anything that the callcentre operator wrote. Now that's not efficient.

I just want to be able to play on-line games again. It worked for more than a year and now suddenly (boom) I can't and Telkom refuses to fix anything.

I'm hoping there's a senior Telkom guy reading this who can help (?)

efficient female staff

 

[Jow]

Seems like this is the dark side of the 10Mbps upgrade....

 

[who.is.michael]

overburdened infrastructure - internet is a mess in this country, if you don't get ripped off by an ISP, then it it is those that supply inferior infrastructure /wire & wireless - it's all about corporate greed... (how wonderful is capitalism - wait; forgot the magic punchline - competition will fix it)

 

[Lounger]

Seems like this is the dark side of the 10Mbps upgrade....

Depending on which Telkom technician you speak to, this is one likely cause. They broke the internet and don't seem to have a clue what effect it's having.

 

[Ry4n]

Yep Telkom are useless - Ever since this 10mbps upgrade my line has go to $h!% I did a ping to mweb though the whole night and got 9% packet loss.
Nevermind latency there is no way one can game with 9% loss!
My router looses syn - at times it gets really bad. I live a few meters from Ronderbosch exchange and my line attenuation is 2.5dB and noise margin 16dB - what the hell are Telkom doing in there - randomly unpluggin switches. No point calling support me thinks they have a random generator for faults to give customers because they have no clue what they are saying.

 

[Ancalagon]

overburdened infrastructure - internet is a mess in this country, if you don't get ripped off by an ISP, then it it is those that supply inferior infrastructure /wire & wireless - it's all about corporate greed... (how wonderful is capitalism - wait; forgot the magic punchline - competition will fix it)

To be fair, capitalism isnt really at fault here since Telkom doesnt have true competition, and the reason for that is simply government influence.

In this case what the government should do is what the British government did to BT - break it up and force it to play fair. Then it would have to compete and would improve.

 

[Mr.Jax]

Hi Lounger, I'm truly sorry to hear that you have experiencing latency problems. Truly sorry, because ol' Mr.Jax here is probably already known as the 'latency ranter' and I 'feel your pain' brother.
I've been trying for the past 18 months to get it sorted with absolutely no progress at all.

Like you, all I want to do is play online games with a good ping, but can't because internet quality in SA is pathetic.

But hey, its OK, "die wiel draai". What Telkom needs to understand is that they need to be careful who they *** off. Some of us work for big corporates, some of us have significant influence wrt IT / infrastructure decisions.

So, go on Telkom, p1ss off your customers; in the long run you will regret it.