mulletman87
Member
- Joined
- Aug 18, 2012
- Messages
- 21
- Reaction score
- 3
Hi all,
Just had an "interesting" discussion with our lovely customer facing reps at Telkom.
She basically said: "Whenever the internet dies and from their side they can see "line is synchronising but there are no active sessions, they have to do a password reset".
Questions about why a password would need to be reset when it has been working for weeks was answered with scripted answers that left me cringing inside. Needless to say, after arguing the need for it, I asked her to reset it to the SAME PPPoE password that it previously was, and then pretended to update the router on my side.
Magically the line started working, and she had a thing or two to say about how "she told me so", etc. Keeping my cool, I told her what I did, and it was again answered with very scripted responses and general avoidance.
Now despite the thread starting to sound like a complaint, I actually would like to hear from the community if you have experienced this before? I asked the client if he has had a password reset requirement before, and he said that it has happened about 4 times in the last couple months, with the same result; they reset it, and the fibre comes back online. In fact, he has started using the same password and just incrementing a number, and is definitely not a long term solution.
What exactly is happening here? It must be on Telkom's side if I didn't change anything on my side (after password reset). I must admit that this is the strangest solution (that actually works) I have ever encountered.
Thanks!
Just had an "interesting" discussion with our lovely customer facing reps at Telkom.
She basically said: "Whenever the internet dies and from their side they can see "line is synchronising but there are no active sessions, they have to do a password reset".
Questions about why a password would need to be reset when it has been working for weeks was answered with scripted answers that left me cringing inside. Needless to say, after arguing the need for it, I asked her to reset it to the SAME PPPoE password that it previously was, and then pretended to update the router on my side.
Magically the line started working, and she had a thing or two to say about how "she told me so", etc. Keeping my cool, I told her what I did, and it was again answered with very scripted responses and general avoidance.
Now despite the thread starting to sound like a complaint, I actually would like to hear from the community if you have experienced this before? I asked the client if he has had a password reset requirement before, and he said that it has happened about 4 times in the last couple months, with the same result; they reset it, and the fibre comes back online. In fact, he has started using the same password and just incrementing a number, and is definitely not a long term solution.
What exactly is happening here? It must be on Telkom's side if I didn't change anything on my side (after password reset). I must admit that this is the strangest solution (that actually works) I have ever encountered.
Thanks!