Telkom faults automatically closed while the fault persists

D

dax

Well-Known Member
Joined
Oct 21, 2005
Messages
106
Reaction score
0
Since December 2009 I've had problems with my home ADSL line (extremely noisy/crackling), and so the ADSL drops all the time.

I've logged 10 tickets since that time (Dec-Aug) with Telkom's 10212.

My issue is not that the fault happens.

My issue is that the fault reports (tickets) seem to be automatically closed every time without checking with the customer first!

I'm starting to get a sneaky feeling that, since tickets that are open for a long time probably cause escalation queries, Telkom technicians just mark an unresolved fault as 'closed', so that their job performance review doesn't suffer.

Does anyone else experience this?
 
The same thing happened to me last week, I had to report a fault for one of our office ADSL lines, they said it was a fault at the exchange and that multiple people were affected.
I phoned them everyday for almost 2 weeks to get the line back up, in the end it took 11 days to get a business ADSL line back up and running. The only reason it was actually repaired is because we had to use a connection inside Telkom to pull rank and get it done. We'd still be without it if we didn't do that.

Besides that, the fault was somehow closed and marked as resolved 5 days before it was fixed. I called them and had it opened again because our line was still completely dead.
 
dax said:
Since December 2009 I've had problems with my home ADSL line (extremely noisy/crackling), and so the ADSL drops all the time.

I've logged 10 tickets since that time (Dec-Aug) with Telkom's 10212.

My issue is not that the fault happens.

My issue is that the fault reports (tickets) seem to be automatically closed every time without checking with the customer first!

I'm starting to get a sneaky feeling that, since tickets that are open for a long time probably cause escalation queries, Telkom technicians just mark an unresolved fault as 'closed', so that their job performance review doesn't suffer.

Does anyone else experience this?
Click to expand...

In my experience as far as Telkom is concerned if your line synchs *at all* there is no fault. Logs showing single digit SNR's, line attenuation close to 60 (And I'm less than 500M from the exchange) and periods on being dropped a dozen times an hour, day after day means nothing to them as long as thier system shows that you're synched.
 
@lokinc

Can i borrow your contact ?

Have been without phone lines for a week - 5th time this year and the 4th time in the last 30 days. Have phoned telkom hourly for a week. Usual lies and promises. Have subsequently got an SMS which says my phone line and ADSL are fully functional so the ticket has been closed.
 
lokinc said:
The same thing happened to me last week, I had to report a fault for one of our office ADSL lines, they said it was a fault at the exchange and that multiple people were affected.
I phoned them everyday for almost 2 weeks to get the line back up, in the end it took 11 days to get a business ADSL line back up and running. The only reason it was actually repaired is because we had to use a connection inside Telkom to pull rank and get it done. We'd still be without it if we didn't do that.

Besides that, the fault was somehow closed and marked as resolved 5 days before it was fixed. I called them and had it opened again because our line was still completely dead.
Click to expand...

...Lol how is such a thing possible here? It's as if NO-ONE cares about customer complaints or needs. Truly amazing, f'd up thing is I am now in the same boat, told me 4 days things will be fine, it's now been 12 days...F#@K.
 
I don't know what to do. It's a hopeless case. I had a problem for the last week and all they told us is that the tech is busy working on the fault and so on. They also closed it once and I had to open another fault.

I was thinking of going to the exchange myself and check if someone is really working there. Take photos as proof. maybe we should all keep track of the fault, when they say its resolved and if the problem the problem is still there and then take Telkom to court.

They can't get away with this. they are the worst of the worst.
 
If you have your old fault ref number that was closed before your fault was cleared, then phone back and insist that the fault be re-opened AND escalated. Never allow them to give you a new ref number for the same fault.

Repeat faults reflect badly on that section's performance stats and repeated repeat faults as well as OLD open faults attract their management's attention. Then things happen!!
 
Email their escalations team,
I had the same prob for over a month and after sending an email (which I thought would be a waste of time) it was resolved the following day, along with 3 follow up calls from different people to make sure everything was 100%
 
nivek said:
Email their escalations team,
I had the same prob for over a month and after sending an email (which I thought would be a waste of time) it was resolved the following day, along with 3 follow up calls from different people to make sure everything was 100%
Click to expand...

will you be so kind as to pm me the E-mail address of the Escalation team
 
Telkom's escalation email address: [email protected]

I emailed them yesterday, got a real-human reply within 13 minutes. Let's see how it goes.
 
dax said:
Telkom's escalation email address: [email protected]

I emailed them yesterday, got a real-human reply within 13 minutes. Let's see how it goes.
Click to expand...
Just got a call from a 'Marian' at the escalation centre, at 10:12am. She indicated that the problem has been escalated to the manager of Telkom in my area, and she will follow-up.

So far, so good.
 
nivek said:
They dont respond via email so that doesnt really apply ;<
Click to expand...
I got a Read-Receipt within minutes of sending the email, and then a real-human reply later on. And at least if they don't reply you can always trawl your Sent items for motivation when you eventually go postal. :)
 
Have reported a fault with my ADSL Line losing sync Ref# 337CNK130810, I called In yesterday morning approx 9 AM to follow up on the error report - and steps being taken from your company to assist. -
  • I was told by Andile to hold on - and then subsequently cut off
  • Called again spoke to Machiwile, asking that the agent call me when at the premises.
  • Received a call from 'Victor' (assigned tech on case) - he stated that he was at the premises - but had already left for his next job at Shelly Centre - and that he is 'stuck there'
  • Victor asked who installed the line, and I told him that Princess assisted me with the line (He said that he would contact her "and see what he could do")
  • I called the Telkom callcentre - and spoke to Nonhle, who then told me that Victor has already signed off on the fault
  • This morning I received a call from one of your technicians at the exchange (039 315 5831 is where she called from) - and was told they would call me back.
It is now 11:28 17/08/2010 24+ Hours after the fault has been reported, and I am paying for a service I am not really enjoying the benefit of.
 
I've used the escalation email +- 1-2HR ago and still no reply from them
 
Tried phoning them and asking them to re-open an old fault that had been closed (while fault not resolved). The dude said its impossible to do on the system.... so he created me a new one :/
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X