Telkom Internet Capped/Uncapped User Feedback (Pt2)

MickZA said:
The link in the FUP takes you to the old TI Tracker.
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Really? It should have taken you to the new portal ... I will test again ...

There is one defect that was picked up on the portal that we don't really want to go live (for customers) with. Internal staff will be using the same application (replacing a previous separate portal), and it has been launched for them and the call centre staff have been on-boarded with correct rights.
 
ranger said:
All affected accounts have now been fixed, and have been given 6 additional priority passes.
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Thanks very much, appreciate all the effort. I was close to leaving untill you offered to help.

Will see how it goes for the rest of the month.

Thanks again.
 
ranger said:
Really? It should have taken you to the new portal ... I will test again ...

There is one defect that was picked up on the portal that we don't really want to go live (for customers) with. Internal staff will be using the same application (replacing a previous separate portal), and it has been launched for them and the call centre staff have been on-boarded with correct rights.
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From the FUP:

Various self-help functions are available via telkom.co.za, including a password management tool and usage tracker. Go to http://www.telkom.co.za/today/help/personal/ and select Internet & WiFi.
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Still takes me to https://secure.telkomsa.net/titracker/servlet/LoginServlet to check usage and the same database error when I attempt to login.
 
So the wording is a bit confusing when they say 50% of the FUP or do they mean 50% over the FUP?

so if theoretically the FUP is 100Gb when you are at 50GB they put you on FUP level 1 or is it at 150GB?
and night surfer still applies that doesnt contribute to the FUP?
 
ranger said:
I would have explained the change a bit differently to current customers. The intention as I understand it is to publish the values (you will be able to see quite accurately anyway).

FUP1 starts at 50% of X, but X was doubled from what it was last month (where FUP started), so FUP1 starts at the same point the old FUP started.
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This is literally the thing I have been looking for this whole afternoon - thank you for clarifying. Telkom seriously needs to get its act together and communicate these things better. Now I just need to figure out this rolling FUP clean slate policy.

MickZA said:
Customers that reach 100% of the FUP will be throttled between 7:00 and 24:00. Once FUP level 3 is reached, a customers’ rollover date will be changed. A rollover date is the monthly start date of your Telkom Internet uncapped account. The standard roll over date is the 1st of every month. The new date will be one of the following: 8th, 15th or 21st, depending on which date is the closest to the date that the FUP level was reached. The new roll over date will remain in place whilst the customer subscribes to the uncapped product.
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So if I hit FUP3 on the 25th of the month, does that mean the next rollover date is the 8th of the following month? Or is the 1st of the following month still a rollover date? And will this rollover date persist into the next month, so if I hit FUP3 on the 29th of Jan, get rolled over on the 8th of Feb, only hit FUP level 2 that month will my next rollover date be the 8th of March? And if I hit FUP level 1 early in the month, what's to discourage me from trying to hit FUP level 3 right before the next rollover date (either the 8th, 15th or 21st) so that I can use normal internet in the evenings? Is there anything to discourage people from hitting FUP level 3 multiple times in a month, considering they can be rolled over at least 3 times in a month? This change seems to encourage excessive use as soon as you hit any FUP level, unless Im misunderstanding something.
 
Appa said:
This is literally the thing I have been looking for this whole afternoon - thank you for clarifying. Telkom seriously needs to get its act together and communicate these things better. Now I just need to figure out this rolling FUP clean slate policy.



So if I hit FUP3 on the 25th of the month, does that mean the next rollover date is the 8th of the following month?
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I would have preferred that they explain is in non-technical terms, instead of using the technical terms we use when explaining to them ..

Your permanent rollover date will be the 8th, every month after that, unless you change to softcap and possibly if you upgrade/downgrade.

Or is the 1st of the following month still a rollover date?
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No, you roll over once per month, but we don't want everyone to have FUP removed on the same day.

And will this rollover date persist into the next month, so if I hit FUP3 on the 29th of Jan, get rolled over on the 8th of Feb, only hit FUP level 2 that month will my next rollover date be the 8th of March? And if I hit FUP level 1 early in the month, what's to discourage me from trying to hit FUP level 3 right before the next rollover date (either the 8th, 15th or 21st) so that I can use normal internet in the evenings? Is there anything to discourage people from hitting FUP level 3 multiple times in a month, considering they can be rolled over at least 3 times in a month? This change seems to encourage excessive use as soon as you hit any FUP level, unless Im misunderstanding something.
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Your rollover date can only be changed if it is currently 1 (so, once). We give you the benefit once, in the event that you didn't read the AUP. But from then onwards your rollover date will forever and always be the 8th.

We considered rolling windows to avoid peaks in demand on the 1st, but rolling windows can be unfair and difficult to understand. So, instead we will move the heaviest users to have their usage cleared on a different day than most other users.
 
I got throttled at 38GB (basically no life on the line, apart from their little warning box that pops up with no problem). 4 MBit/s line, 24 month contract. Getting too complex. Going Capped from other suppliers.
 
ranger said:
Ah. The site you would have gone to if you clicked the in-browser notification (if you got it) is the new portal.
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Nope, no PC in-browser notification and the SMS link also took me to TiTracker.

I'll work on the principle that as I've never been throttled in the past the new fup probably won't impact me. Also thanks for clearing up my misconception re rolling windows versus different window periods, I can see what the TI team are trying achieve now.
 
VMS said:
I got throttled at 38GB (basically no life on the line, apart from their little warning box that pops up with no problem). 4 MBit/s line, 24 month contract. Getting too complex. Going Capped from other suppliers.
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When was this? If last night, this is a defect, see other posts. All affected accounts have been fixed, and the defect (which occurred at midnight on Nov 30th) has a fix being tested thoroughly in QA that seems correct, so this won't recur.
 
I've noticed the past two months my limit (even though I'm uncapped) was falling lower and lower. I remember 200gigs was fine, then dropped to 100gigs then lately it dropped to around 60-80gigs, could hardly use Telkom, had to get another ISP to use (so paying for two accounts).

So what would be my FUP now? It's it's double 60gigs (i'm on a 4meg line) I'm out then. I hope the price of line rental also falls away because it doesn't make sense with the FUP levels. Please let me know on what my FUP would be then, thanks.
 
bradza said:
I've noticed the past two months my limit (even though I'm uncapped) was falling lower and lower. I remember 200gigs was fine, then dropped to 100gigs then lately it dropped to around 60-80gigs, could hardly use Telkom, had to get another ISP to use (so paying for two accounts).

So what would be my FUP now? It's it's double 60gigs (i'm on a 4meg line) I'm out then. I hope the price of line rental also falls away because it doesn't make sense with the FUP levels. Please let me know on what my FUP would be then, thanks.
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The FUP on 4Mbps has always been more than 150GB, excluding any usage in NightSurfer time. From next week you will have full visibility of your usage, you won't need to guess.
 
ranger said:
The FUP on 4Mbps has always been more than 150GB, excluding any usage in NightSurfer time. From next week you will have full visibility of your usage, you won't need to guess.
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Thanks ranger, yeah it was strange, last month we hit 60gigs and it just went pear shaped but will monitor with these new FUP's. Perhaps I can cut down on two ISP's then, lets hope.
 
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