Telkom Fudging SLA figures

J

Juice

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TL;DR: Can some enterprising MyBroadband journalist please investigate the truth behind Telkom's SLA figures? I suspect Telkom are merely auto-closing calls after 3 days to make the SLA in the hope that the problems have gone away and will be relogged if serious.

Backstory:
Line speed dropped by 50% on Thursday
Rebooted router, synch speed is now 75% of normal
Logged a fault with Telkom on Thursday
Receive an automated SMS on Saturday, proudly telling me my fault is fixed and if I don't believe it, I can reply NO.
I reply no, since my line is in excatly the same state it was on Thursday: 75%
Receive an automated SMS from Telkom on Monday, confirming that my line is indeed restored. Call closed.

No, halfwits, it is still synching at 75%! Or are you telling me that 1403 mbps is now my new maximum linespeed?

Currently on the phone to Telkom to find out what they really did to 'fix' my line. I suspect the answer is nothing.

Maybe some sort of investigation is due here?


Maybe someone should loo
 
It won't work... their replies will be:
1. ADSL is a best effort service
2. It is "up to" 2Mbps
3. It is an "average" of "x" days
 
Dlama - I doubt he meant a SLA on the ADSL service as that is common knowledge... I think he meant that the Call Centre needs to keep their service at a particular level and they are jimmying the figures by closing tickets/jobs without them being properly resolved hence keeping their SLA at the required level while their service doesn't represent that said SLA. I could be wrong :confused:
 
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According to a Telkom techie: Telkom management require the techies to close a certain number of tickets - I think that it was six - per day. So if they are falling behind they will close tickets to make up numbers.
 
Ry4n said:
Dlama - I doubt he meant a SLA on the ADSL service as that is common knowledge... I think he meant that the Call Centre needs to keep their service at a particular level and they are jimmying the figures by closing tickets/jobs without them being properly resolved hence keeping their SLA a the require level while their service doesn't represent that said SLA. I could be wrong :confused:
Click to expand...

Yes, this. You, sir, are a scholar and a gentleman.
 
They don't "just" close the tickets - They'll do a cursory test - "Is the line syncing?" And if it is, they'll usually just close it without thinking.

You need to get ahold of a desk agent, and ask for the desk supervisor - Explain the situation and ask for the ticket to be escalated.
 
bullzeye.za said:
They don't "just" close the tickets - They'll do a cursory test - "Is the line syncing?" And if it is, they'll usually just close it without thinking.

You need to get ahold of a desk agent, and ask for the desk supervisor - Explain the situation and ask for the ticket to be escalated.
Click to expand...

And then phone back three days later to hear your escalated ticket hasn't been responded to...
 
Edit: Dupe

An escalated ticket is a huge thing for Telkom, it gets them up in the air pretty quick in my experience.
 
bullzeye.za said:
They don't "just" close the tickets - They'll do a cursory test - "Is the line syncing?" And if it is, they'll usually just close it without thinking.

You need to get ahold of a desk agent, and ask for the desk supervisor - Explain the situation and ask for the ticket to be escalated.
Click to expand...

Not true.. I've had more than one ticket closed as 'resolved' while my line was still complety dead (no dial tone) leading me to also believe Telkom just closes tickets randomly to fulfil some quota.
 
bullzeye.za said:
They don't "just" close the tickets - They'll do a cursory test - "Is the line syncing?" And if it is, they'll usually just close it without thinking.

You need to get ahold of a desk agent, and ask for the desk supervisor - Explain the situation and ask for the ticket to be escalated.
Click to expand...
To add to this...

If a ticket is "just closed" in order to meet a SLA, it comes back to bite them in the arse!

When the customer phones back within either 7 or 14 days (I cannot remember which one it is now) and reports a fault on the same telephone number, it is tagged as a repeat fault.

And they ALL get nailed on the repeat fault rate....
 
MickeyD said:
To add to this...

If a ticket is "just closed" in order to meet a SLA, it comes back to bite them in the arse!

When the customer phones back within either 7 or 14 days (I cannot remember which one it is now) and reports a fault on the same telephone number, it is tagged as a repeat fault.

And they ALL get nailed on the repeat fault rate....
Click to expand...

But repeat failure get SI'd, at least for corporate clients. I'm not sure how it works for residential clients.
 
bullzeye.za said:
They don't "just" close the tickets - They'll do a cursory test - "Is the line syncing?" And if it is, they'll usually just close it without thinking.

You need to get ahold of a desk agent, and ask for the desk supervisor - Explain the situation and ask for the ticket to be escalated.
Click to expand...

nope, they close them regardless of whether there is a sync on the port or not.
I have 32 ADSL lines that fall under my department and Its pretty easy to see it from those stats.
There is no sync, no hits on radius nothing and the call still gets closed. You also cant ever re-open a job they decided to close, it must be a new job to keep the stats right.
 
I had a call from Telkom yesterday asking me if I was happy with the escalation process and how it was handled by (some name was given). My response was an unreserved no. I had escalated and nobody had called back or followed up. In fact, my problem was resolved because I found a Telkom technician in the street (next door) and he picked up my problem.
 
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