Telkom eServices Website Down

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Telkom Website Down

I've been trying for two days to access Telkom eServices to pay my Telkom bill online but the page just times out.
If I access Telkom's main page, the site loads in plain black and white text with no formatting.
If I use an international proxy, the whole site loads fine.

Anyone else experiencing the same problem?
 
Last edited:
Well my ping results for www.telkom.co.za are:

Code: 
Pinging ctb-cache3-vif1.saix.net [198.54.202.4] with 32 bytes of data:

Reply from 196.43.11.78: Destination net unreachable.
Request timed out.
Reply from 196.43.11.78: Destination net unreachable.
Reply from 196.43.11.78: Destination net unreachable.

Ping statistics for 198.54.202.4:
    Packets: Sent = 4, Received = 3, Lost = 1 (25% loss),
Approximate round trip times in milli-seconds:
    Minimum = 0ms, Maximum = 0ms, Average = 0ms

And tracert:

Code: 
Tracing route to ctb-cache3-vif1.saix.net [198.54.202.4]
over a maximum of 30 hops:

  1     *        *        *     Request timed out.
  2    41 ms    42 ms    42 ms  wblv-ip-esr-1-ge-6-0-0.telkom-ipnet.co.za [196.43.11.78]
  3  wblv-ip-esr-1-ge-6-0-0.telkom-ipnet.co.za [196.43.11.78]  reports: Destination net unreachable.

Trace complete.

Can anyone please help me troubleshoot this problem?
(P.S: I am connecting from Pretoria using route sentry)
 
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I've had the same problem, haven't been able to access it for 2 - 3 days now,
on a Axxess 3GB shaped account and connecting from Southern Suburbs, Cape Town.

I'm also splitting local and international traffic but this happens on my router.

When I try ping login.telkom.co.za, I get the following response:
Code: 
PING login.telkom.co.za (198.54.207.190) 56(84) bytes of data.
From telkom-tienet-gw.telkom-ipnet.co.za (196.25.2.138) icmp_seq=2 Packet filtered
From telkom-tienet-gw.telkom-ipnet.co.za (196.25.2.138) icmp_seq=9 Packet filtered
From telkom-tienet-gw.telkom-ipnet.co.za (196.25.2.138) icmp_seq=12 Packet filtered

a tracert results in the following:
Code: 
traceroute to login.telkom.co.za (198.54.207.190), 30 hops max, 40 byte packets
 1  ****************
 2  dsl-146-180-01.telkomadsl.co.za (165.146.180.1)  6.792 ms  8.502 ms  10.981 ms
 3  tpr-ip-esr-3-gig-6-0-0.telkom-ipnet.co.za (196.43.25.54)  31.879 ms  33.841 ms  36.350 ms
 4  telkom-tienet-gw.telkom-ipnet.co.za (196.25.2.138)  39.002 ms  41.015 ms  42.706 ms
 5  * * *
 6  * * *
 7  * * *
 8  * * *
and then I get no replies for the rest of the tracert, which is until hop 30.
 
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No solution but the same problem. I'm also splitting international/local (nashuaisp int/access local shaped) on the router, but I don't think that's related. (I changed my local to a spare access international a/c and no change).

A ping gets 4 timeouts.

Hmm.
 
This is real awkward, tested it on other PC's and it loads fine.

Could be Route Sentry, dunno of anything else that could cause this
 
I removed the local/international script I had running on my router and dialed straight into international and now it works fine. I'm thinking the routes table (downloaded from 196.4.160.227) reckons the ip is local, but it isn't any more since telkom's site revamp, hence the locally routed traffic doesn't get there.

Routesentry must use the same routes file, (I know the IPCOP traffic splitter does) so that probably explains the problem.

We need to either get the maintainers/creators of that routes file to remove the login.telkom.co.za ip, cause it ain't local no more, or have telkom fix their ip ranges.

In a minute, after we've paid our phone bill :), I'll swap to the local connection and prove it doesn't work anymore.


EDIT: Just proved it. When I dial in on a local-only connection I cannot get to login.telkom.co.za.

EDIT2: I emailed the telkom webmaster and notified them there was a problem reaching the login page (and contact us/mail page - lol) using local-only broadband bandwidth. I'll let ya'all know what they say.
.
.
 
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eXisor said:
I removed the local/international script I had running on my router and dialed straight into international and now it works fine. I'm thinking the routes table (downloaded from 196.4.160.227) reckons the ip is local, but it isn't any more since telkom's site revamp, hence the locally routed traffic doesn't get there.

Routesentry must use the same routes file, (I know the IPCOP traffic splitter does) so that probably explains the problem.

We need to either get the maintainers/creators of that routes file to remove the login.telkom.co.za ip, cause it ain't local no more, or have telkom fix their ip ranges.

In a minute, after we've paid our phone bill :), I'll swap to the local connection and prove it doesn't work anymore.


EDIT: Just proved it. When I dial in on a local-only connection I cannot get to login.telkom.co.za.

EDIT2: I emailed the telkom webmaster and notified them there was a problem reaching the login page (and contact us/mail page - lol) using local-only broadband bandwidth. I'll let ya'all know what they say.
.
.
Click to expand...

Their response time is about two weeks if they respond at all, so don't sit on the edge of your seat waiting ;)
 
@Roadrunner: :)

I'll send another email on Monday and then give the helpdesk a try if I hear nothing by Wednesday. Failing joy from that, I'll escalate it to the CEO Customer Care line. They seem more on the ball.
.
 
Feedback: So I got a reply today, and wouldn't you know it, they fobbed me off.

This is what they said (cut&pasted)
All website's that start with "https" are being blocked if you are capped for some or other reason.This is an ISP issue,you will have to contcat your ISP an logg an FQ .
Click to expand...

Capped? I'm not capped on any of my accounts. I just can't get to login.telkom.co.za using a local-only account.

And then they went on to say (cut & pasted)
PLEASE NOTE THAT THIS QUERY IS NOW "CLOSED" ON ONLINE BILLS SIDE.
PLEASE DO NOT REPLY TO THIS MESSAGE AS WE WON'T RECEIVE IT DUE TO ITS "CLOSED" STATUS.
RATHER CREATE A NEW E-MAIL MESSAGE TO [email protected] WITH ALL YOUR ONLINE BILL RELATED ENQUIRIES.
Click to expand...

So on the basis of a spurious assumption the issue is closed. Not we'll ask and then close if the customer confirms they were capped, but just close outright.

And all uppercase is shouting so WTF?
 
O how I hate South African companies and their utterly stupid support staff... one would think that Telkom would be an exception.

We have to troubleshoot all issues ourselves because the support staff don't know anything that is not in their two page manual

I'm not gonna wait for their e-mail support, found this page which lists their telephone number, hehe
 
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IMO the concept of a one-stop-for-all helpdesk is at fault. There is no way they can cover the gamut of issues so all they focus on is a pleasant voice, manner and the ability to close the ticket on the merest suggestion of a reason to do so.

As you said, welcome to DIY telecoms.
 
Got my reply from Telkom this morning:

Good morning , please accept our apologies for the delay in responding. We're experiencing large email volumes at present.

Please try to access online bill on the following link with your username and password: www.telkom.co.za/eservices

PLEASE NOTE THAT THIS QUERY IS NOW "CLOSED" ON ONLINE BILLS SIDE.
PLEASE DO NOT REPLY TO THIS MESSAGE AS WE WON'T RECEIVE IT DUE TO ITS "CLOSED" STATUS.
RATHER CREATE A NEW E-MAIL MESSAGE TO [email protected] WITH ALL YOUR ONLINE BILL RELATED ENQUIRIES.
Click to expand...

Stupid stupid stupid
 
Yip, that's a classic Telkom fobb-off!
I hate how they assume you're the adiot when it patently them who are clueless.
Mybroadband should write and article about this sudden requirement for international bandwidth to login to telkom, and in particular how inept their help response has been regarding the matter.

Anyone know any of the more famous bloggers?
 
Now i get

The user ([email protected]) does not have access to Ease-e-Bill or his access is pending. Please contact the EBPP Support Centre or your Company Administrator.

this is from a dedicated line aswell
 
Ok, it seams to have been fixed. I can access the online bill site now.

My ping results however don't seam to agree, they all return a 'Destination Net Unreachable' error for all Telkom pages
 
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