Telkom faults automatically closed while the fault persists

I just got a call - my problem is sorted somewhat
Heres my tracking sofar of the fault
--14:50 - 17/08/2010 - Princess [ F-CZGBP4 ]---
-----
Noise Margin 0dB 30 dB
Attenuation 60 dB 44 dB
----------------------------------------------
--15:15 - 17/08/2010 - Princess
----------------------------------------------
Noise Margin 12 dB 7 dB
Attenuation 62 dB 49 dB
----------------------------------------------
--16:15 - 17/08/2010 - Princess
----------------------------------------------
Noise Margin 12 dB 5 dB
Attenuation 62 dB 49 dB
--06:43 - 18/08/2010
--
Noise Margin 0 dB -8 dB
Attenuation 61 dB 50 dB
--
--07:00 - 18/08/2010
Noise Margin 11 dB 9 dB
Attenuation 61 dB 49 dB
--
--07:15 18/08/2010
Noise Margin 11 dB 6 dB
Attenuation 61 dB 49 dB
--
--09:00 -18/08/2010
Noise Margin 11 dB 3 dB
Attenuation 61 dB 49 dB
----------------------------------------------
--10:00 - 18/08/2010 - Princess called - exchange side fixes done
----------------------------------------------
Noise Margin 12 dB 13 dB
Attenuation 62 dB 49 dB
----------------------------------------------
--10:09 - Telkom Escalations (Trevor) called back - asking if resolved - asked that they keep it open for another

24h
Noise Margin 12 dB 12 dB
Attenuation 62 dB 49 dB
--10:39 - 18/08/2010
Noise Margin 12 dB 11 dB
Attenuation 62 dB 49 dB
--10:45 - 18/08/2010
Noise Margin 12 dB 11 dB
Attenuation 62 dB 49 dB
 
Same thing happened to me yesterday - I logged a fault Monday night, it was closed on Tuesday morning at 8AM. At 10AM, I created a new fault, and just after 5 yesterday emailed the escalations team. Got a reply this morning at about 9 or so, they said the issue had been escalated to the technical team.

All well and good (I hope!), but why close the issue in the first place? Is it too much to ask to phone me to make sure my line is working? Why arent they allowed to reopen faults?

If Telkom actually had to compete, this kinda thing would result in poor performance reviews for the people that did it. Instead, its just accepted.
 
Ancalagon said:
Is it too much to ask to phone me to make sure my line is working? Why arent they allowed to reopen faults?
Click to expand...
Is this something that MyBB could do a story on?

I would say that it's my imagination (that Telkom technicians simply close faults before they're fixed, so as to make it appear that faults are attended to quickly), but I've seen it happen often enough with me, and with people I know that I'm starting to think there is something systemically wrong with the way faults are closed on Telkom's fault system.

The technician who gets the call should not be allowed to close the fault. Only another Telkom employee, calling the customer after the fault has been allegedly fixed, should be allowed to close the fault once the customer reports all is OK.
 
The fault reporting system does pick up repeat faults on the same line, especially with the 21 days after the previous fault has been closed. It is a huge negative on their performance assessments; from the techie right up to their managers.

So they get nailed whether they keep the original fault open for longer than x days or if they close the fault and it gets repeated again.

The issue is also incompetence. If a techie does not know how to clear the fault, he'll close it and hope the repeat fault gets assigned to some other techie!!!!!
 
It almost makes me want to open two faults for everyone one they close. If KPI's is all they care about, they need to boost the figures honestly by doing hard work.

If I havent had an update on my fault since it was opened, do I need to do anything? The escalation guy told me a new higher priority issue had been opened, but I cant see it in the My Faults thing online. Should I just wait a bit? fault still not resolved and I havent been contacted about it.
 
Ancalagon said:
It almost makes me want to open two faults for everyone one they close. If KPI's is all they care about, they need to boost the figures honestly by doing hard work.

If I havent had an update on my fault since it was opened, do I need to do anything? The escalation guy told me a new higher priority issue had been opened, but I cant see it in the My Faults thing online. Should I just wait a bit? fault still not resolved and I havent been contacted about it.
Click to expand...

24 hours... then phone and query progress on the escalation ref number.
 
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