Telkom Fault Reporting Complete Breakdown.

[Basjohn]

I'm a bit shocked no one else has complained about this yet, though it hit me particularly hard because my line decided to completely die yesterday.

Short and unsweet of it is: Telkom are not accept fault reports. As insane as that sounds, 10210 simply plays a recording (saying they have hardware trouble since the 28th!) and hangs up. The website? Tells you your number doesn't exist. Telkom shop? Says they cannot do a thing with it down. Stopped a Telkom Van IN MY STREET, refused to even look at the issue because they cannot assign job numbers.

It's one thing to have line fault, but it's insane to be unable to even report it. How can an entire call center be down? Ears allergic to hand held phones? Surely pen and paper running staff (presuming they derped IT-wise) would be better than outright ignoring ALL issues completely?

 

[ld13]

Surely pen and paper running staff would be better than outright ignoring ALL issues completely?

You expect them to write down the issue and then what exactly? It is not like they can merely pop this info into the computer when the system comes back online... they have procedure to follow unfortunately.

Edit:
https://secureapp.telkom.co.za/assurance/public/logafault
At what stage does telkom kick out your number?

 

[oober]

It's not their call center, they were still live last week. They had some mainframe server in Pretoria that went down and were waiting for parts. I think the call center closed because they can't do jack. I called on Friday and they were still unable to help me, they did answer though.

 

[DrJohnZoidberg]

I phone in to Telkom this morning, they played the message about the hardware issue but the lady on the other end still helped me. It was the business department (10217), don't know if that makes a difference.

 

[MickeyD]

The DB restoration on their customer system is still underway... MAJOR failure!

 

[DrJohnZoidberg]

The DB restoration on their customer system is still underway... MAJOR failure!

Super glad I'm not one of the guys working on that!

 

[upup]

I phone in to Telkom this morning, they played the message about the hardware issue but the lady on the other end still helped me. It was the business department (10217), don't know if that makes a difference.

I also use the 10217 number. They seems to know more.

 

[kianm]

There is a lot of things that they are unable to do right now I got hold of them last week for something else and the guy couldn't help can't even run quotes he indicated there is some major failure on their side. At least he could reply via e-mail, guess it's the only thing that survived

 

[123Eish]

Last weekend my telephone stopped working,the DSL continued to function as normal.

I reported the fault on Tuesday via the Telkom android app, after a few minutes I received an sms stating the fault was being processed along with a reference number for the fault.

The guy was at my house on Thursday morning to fix it, took him about an hour but he sorted it out!

Point is sometimes Telkom is pretty efficient and most of the time they are a bunch of monkeys screwing up the internet in SA! I have to admit, I have only had positive issues with telkom. The only reason I say the negative comment above is because the experience I have had with Telkom has not been the same for the majority of their customers!

 

[now05ster]

The DB restoration on their customer system is still underway... MAJOR failure!

Was wondering what it was. Got line installation done on the 28th and everything good to go for my first uncapped adsl. Now just have to be patient.

 

[ponder]

The DB restoration on their customer system is still underway... MAJOR failure!

CBS?

 

[MickeyD]

CBS?

yep, disk storage array failure.
MASSIVE problem!
should be rebuilt in an hour or two...

 

[ponder]

yep, disk storage array failure.
MASSIVE problem!
should be rebuilt in an hour or two...

Call the french it's based on one of their systems (giraffe)

 

[MickeyD]

Call the french it's based on one of their systems (giraffe)

correct

 

[ponder]

correct

Developing & implementing it was a massive project back in the day with people going gray in a space of months.

 

[Aluroth]

They worked on my neighbour's line and somehow broke my line completely . Not even a ringing tone on a phone. Reported the fault on Friday and still waiting

 

[akescpt]

I'm in a 2 week up and down cycle. Adsl currently down for the second week.

 

[ZodiacLegend]

I'm a bit shocked no one else has complained about this yet, though it hit me particularly hard because my line decided to completely die yesterday.

Short and unsweet of it is: Telkom are not accept fault reports. As insane as that sounds, 10210 simply plays a recording (saying they have hardware trouble since the 28th!) and hangs up. The website? Tells you your number doesn't exist. Telkom shop? Says they cannot do a thing with it down. Stopped a Telkom Van IN MY STREET, refused to even look at the issue because they cannot assign job numbers.

It's one thing to have line fault, but it's insane to be unable to even report it. How can an entire call center be down? Ears allergic to hand held phones? Surely pen and paper running staff (presuming they derped IT-wise) would be better than outright ignoring ALL issues completely?

If one deals with telkom , one should INVEST in a telephone that has the PUT-on-SPEAKER option ...

Sometimes waiting more than 4 minutes to get through is crazy , so pressing SPEAKER button - you can still do other stuff while you wait ... and wait ...for someone to come answer and help ...