Telkom FTTH Broken, and nothing done by them to resolve it!!!!!!

[RoySkea]

Hi there, hopefully someone out there can assist with an escalation to Telkom or preferably Openserve, as they appear to be the only people within the organisation able to deal with the Fibre network and issues (based on previous experience where fingers have made system changes resulting in Openserve having to come out to our residence to resolve).

We live in Faerie Glen, Pta East and have had 20mbps FTTH since January 2016. On Tuesday 27th July (last week) Telkom advised us that our new contract upgrade to 40mbps over the Fibre would take place on Wednesday 28th July. On Wednesday morning, at 10h00.......our 20mbps went down to 0mbps, together with our Landline voice over the Fibre. This was clearly a DOWNGRADE to ABSOLUTELY NO service!!!

After the fault was logged with this bunch on Wednesday last week - fault ref: 415CTZ260717, this resulted in a few phone calls from Telkom asking us to "reset" Fibre Router, reset passwords etc which has not made any difference. Tomorrow will be day 7 with NO SERVICE, and this is having a negative impact on our small business!!!!

We have tried everything to get them to resolve this quickly - from multiple calls per day (many hours on cell phones holding for an operator) to Social Media (The "FB Special Forces" PM's on Facebook keep thanking me for my patience, and they have escalated to "fixed line team", and they are waiting for "feedback" etc).

We even had one of the fault logging call centre operators telling my wife this morning, that the reason nothing is happening, is because it is on the Fibre network, and all good technical skills have accepted packages and left Telkom for the private sector!!! This discussion happened this morning!!! Even if this is true, surely there are still a few technically capable resources available to resolve this?

If anyone could provide contact details for Senior Management in Telkom to get this escalated and resolved ASAP, it will be greatly appreciated. Please excuse my frustration, but any assistance will be welcome.

Many Thanks in advance, Roy

 

[mister]

Saw this posted earlier by somebody else:

deonc@openserve.co.za
Deon Cairncross
Manager
Openserve
Customer Care Centre

 

[RoySkea]

1) Telkom is our ISP
2) Yes - it had worked adequately for 18mths. We have Vodacom 4G for redundancy.
3) Tell me about it. By 0 mbps - O meant No service. Nada. LOS light is off.

 

[RoySkea]

1) Telkom is our ISP
2) Yes - it had worked adequately for 18mths. We have Vodacom 4G for redundancy.
3) Tell me about it. By 0 mbps - O meant No service. Nada. LOS light is off.

 

[RoySkea]

So is it a safe assumption that they are useless, and we should get a service that is actually a service? Reading between the lines - Telkom Fibre is a No No, and as an ISP a DEFINITE NO. If so - please advise who we should use in Faerie Glen Pretoria East, and WHAT technology should it be? Looking for a 40mbps service and are a little flexible on price. If Telkom can't deliver a Fibre service, we're willing to pay 30-40% more for a genuine Service Provider who CAN provide the service (preferably NOT on Telkom's infrastructure, otherwise the same issues will manifest but at a higher price). We are looking for a genuine service provider please - and ISP who will ensure infrastructure and not rape us on data?