Telkom Internet Capped/Uncapped User Feedback (Pt2)

Internet went down for the second time in a few days. Telkom has no clue why and does not want to find out and tell me.

Last night it went down again, so I called 10210. After a long wait, a guy answers and checks. Also says he doesn't know. I trued to get him to log a fault. After some resistance (sounds a bit work-shy) , he just puts me in the queue again. This time the wait is 10 minutes!

Telkom, your service just pathetic at the worst possible moment.
 
Taranis said:
Internet went down for the second time in a few days. Telkom has no clue why and does not want to find out and tell me.

Last night it went down again, so I called 10210. After a long wait, a guy answers and checks. Also says he doesn't know. I trued to get him to log a fault. After some resistance (sounds a bit work-shy) , he just puts me in the queue again. This time the wait is 10 minutes!

Telkom, your service just pathetic at the worst possible moment.
Click to expand...
Did it work using other ISPs or the Telkom guest account?
 
Taranis said:
Internet went down for the second time in a few days. Telkom has no clue why and does not want to find out and tell me.

Last night it went down again, so I called 10210. After a long wait, a guy answers and checks. Also says he doesn't know. I trued to get him to log a fault. After some resistance (sounds a bit work-shy) , he just puts me in the queue again. This time the wait is 10 minutes!

Telkom, your service just pathetic at the worst possible moment.
Click to expand...

MickeyD said:
Did it work using other ISPs or the Telkom guest account?
Click to expand...

Hows you line stats looking Taranis? I find Telkom telephone support to be quite bad, thankfully I hardly ever need their help :P
 
Taranis said:
Internet went down for the second time in a few days. Telkom has no clue why and does not want to find out and tell me.

Last night it went down again, so I called 10210. After a long wait, a guy answers and checks. Also says he doesn't know. I trued to get him to log a fault. After some resistance (sounds a bit work-shy) , he just puts me in the queue again. This time the wait is 10 minutes!

Telkom, your service just pathetic at the worst possible moment.
Click to expand...

Think you should ask TelkomZA or ranger for help so they can either ignore you or take 3 weeks to get back to you LOL.
 
ambroseg1 said:
Think you should ask TelkomZA or ranger for help so they can either ignore you or take 3 weeks to get back to you LOL.
Click to expand...

Rather log a fault and PM the ticket number to Ranger. If he can he will help you. Had help from Ranger this way in the past and it works.
 
Gboss said:
Rather log a fault and PM the ticket number to Ranger. If he can he will help you. Had help from Ranger this way in the past and it works.
Click to expand...
The guy on 10210 refused to log a fault - he just put me at the back of the queue (10 minute more waiting). I hung up and called again, but this time they had set the calls to automatic, so everything is done via "Press 1 for ...".
 
Taranis said:
The guy on 10210 refused to log a fault - he just put me at the back of the queue (10 minute more waiting). I hung up and called again, but this time they had set the calls to automatic, so everything is done via "Press 1 for ...".
Click to expand...

Log a fault online on telkom website.
 
MickeyD said:
Did it work using other ISPs or the Telkom guest account?
Click to expand...
It looks like they are arbitrarily doing work or resetting something, so the service just stops and I have to reset the modem. It happened last week too and was down for 3 1/2 hours overnight. I reported it, but the guy I spoke to never came back to me with the reason and there is no clue why it happened.
 
Taranis said:
It looks like they are arbitrarily doing work or resetting something, so the service just stops and I have to reset the modem. It happened last week too and was down for 3 1/2 hours overnight. I reported it, but the guy I spoke to never came back to me with the reason and there is no clue why it happened.
Click to expand...

There is the off chance your exchange is being upgraded and VDSL is coming your way ;P #WISHFULTHINKING
 
Taranis said:
It looks like they are arbitrarily doing work or resetting something, so the service just stops and I have to reset the modem. It happened last week too and was down for 3 1/2 hours overnight. I reported it, but the guy I spoke to never came back to me with the reason and there is no clue why it happened.
Click to expand...
So it is a line fault and not a TelkomInternet Uncapped product issue?
 
Taranis said:
How does one determine that if they won't talk about it?
Click to expand...

Self-test.
Use the Telkom guest account to see if you can access the web.
Or get a free 1GB account from one of the other ISPs and use that to access the web.
If either of these work then it is a TI ISP issue.
If neither of these work then it's an ADSL/line issue.
 
Taranis said:
Internet went down for the second time in a few days. Telkom has no clue why and does not want to find out and tell me.

Last night it went down again, so I called 10210. After a long wait, a guy answers and checks. Also says he doesn't know. I trued to get him to log a fault. After some resistance (sounds a bit work-shy) , he just puts me in the queue again. This time the wait is 10 minutes!

Telkom, your service just pathetic at the worst possible moment.
Click to expand...

I can assure you the internet was not down :-p.

In what way was your internet connection down? Did your modem lose sync? Did your pppoe session drop, even though you had sync? Or, did you have a working pppoe session, but couldn't get anywhere?

Only the last case could be due to us. We only disconnect sessions if accounts are suspended or cancelled. If your modem didn't sync, that is a line issue. If you couldn't authenticate, that is usually a dslam backhaul failure.

I am sorry you had a bad experience with the call centre, it may be better to contact @TelkomZA by twitter next time, or to log a line fault with the Telkom app, or on the website.
 
Gboss said:
Line stats can show if its your line. Whats your SNR and ATT look like?
Click to expand...

ADSL Port Details Upstream Downstream
Line Rate: 0.515 Mbps 2.080 Mbps
Actual Net Data Rate: 0.507 Mbps 2.048 Mbps
Trellis Coding: ON ON
SNR Margin: 20.0 dB 21.0 dB
Actual Delay: 0 ms 0 ms
Transmit Power: 0.8 dBm 0.0 dBm
Receive Power: 4.7 dBm 4.7 dBm
Actual INP: 0.0 symbols 0.0 symbols
Total Attenuation: 0.0 dB 0.0 dB
Attainable Net Data Rate: 0.992 Mbps 12.900 Mbps
 
ranger said:
I can assure you the internet was not down :-p.

In what way was your internet connection down? Did your modem lose sync? Did your pppoe session drop, even though you had sync? Or, did you have a working pppoe session, but couldn't get anywhere?

Only the last case could be due to us. We only disconnect sessions if accounts are suspended or cancelled. If your modem didn't sync, that is a line issue. If you couldn't authenticate, that is usually a dslam backhaul failure.

I am sorry you had a bad experience with the call centre, it may be better to contact @TelkomZA by twitter next time, or to log a line fault with the Telkom app, or on the website.
Click to expand...
It's a pity the call centre is not accountable.

I'm now getting text messages sent to my landline saying someone is trying to reach me, but they aren't actually dialing the phone. I've never seen such wierd 'service' from any company in my life!
 
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