Telkom Internet Capped/Uncapped User Feedback (Pt2)

iDOL said:
Want to get help to recreate the port, but call centre is flooded can't get help.
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I try and avoid the call center, at all costs, because when I finally get thru, there is not much patience left for the operator, who all to easily can end up on the wrong side of my ire, and in the end neither of us end up being happy.
 
elf_lord_ZC5 said:
I try and avoid the call center, at all costs, because when I finally get thru, there is not much patience left for the operator, who all to easily can end up on the wrong side of my ire, and in the end neither of us end up being happy.
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BTW... wrong thread.

TI may not help you with an ADSL line/network fault... AT ALL.
 
elf_lord_ZC5 said:
Telkom not operate a call center?

Telkom Internet also operate one, if I am not mistaken.
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TI have been forced to be separate from Telkom Networks by the Competition Commission. TI may not under any circumstances get involved in ADSL type faults unless it is ISP related.

That's why you have separate options when you dial 10210. TI have their own call centre team.

Exchange congestion, port switches, cable faults, etc. are Telkom Networks, not TI.
 
MickeyD said:
TI have been forced to be separate from Telkom Networks by the Competition Commission. TI may not under any circumstances get involved in ADSL type faults unless it is ISP related.

That's why you have separate options when you dial 10210. TI have their own call centre team.

Exchange congestion, port switches, cable faults, etc. are Telkom Networks, not TI.
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What's their direct number then?
 
AntiGanda said:
10210 doesn't work (see above) because of layoffs and high call volume, so nothing can be reported for anything. Time TI had their own call centre.
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We all agree with you.

TI should have their own number, eg. 10211

Just to point out that the Call Centres are not all in the same place. So while you may dial the same number (10210) you could end up anywhere in SA depending on what option you selected!
 
MickeyD said:
TI have been forced to be separate from Telkom Networks by the Competition Commission. TI may not under any circumstances get involved in ADSL type faults unless it is ISP related.
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Telkom retail call centres can support ADSL. Other ADSL resellers have access to the same functionality they do.

That's why you have separate options when you dial 10210. TI have their own call centre team.
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I believe this is no longer the case. There is one call centre team, supporting all retail products, for better or worse. Don't be surprised if they tell you to re-seat your sim card.

Exchange congestion, port switches, cable faults, etc. are Telkom Networks, not TI.
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Yes, but there is no TI call centre; the retail call centre which is responsible for providing support for ADSL lines sold directly to customers must be able to resolve problems for customers (they have access to reset ports, I think change port profiles). Congestion, cable faults etc should be logged as faults to Wholesale and Networks (the way an ADSL reseller would) . Whether they have access and whether they know how to identify and what to do to resolve problems is another question.
 
ranger said:
Telkom retail call centres can support ADSL. Other ADSL resellers have access to the same functionality they do.
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This is what I'm inferring...

I believe this is no longer the case. There is one call centre team, supporting all retail products, for better or worse. Don't be surprised if they tell you to re-seat your sim card.
Eina bliksem. If that has changed then it is no wonder customers are bitching!!

Yes, but there is no TI call centre; the retail call centre which is responsible for providing support for ADSL lines sold directly to customers must be able to resolve problems for customers (they have access to reset ports, I think change port profiles). Congestion, cable faults etc should be logged as faults to Wholesale and Networks (the way an ADSL reseller would) . Whether they have access and whether they know how to identify and what to do to resolve problems is another question.
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More or less what I was inferring in that TI cannot fix network faults any more than other ISPs can.

Thanks!

And good luck...
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When I spoke to an operator last week, and while he was doing a port reset for me, I asked him about the high call volumes etc. etc.

I asked him about their call centre times, which he said was from 6am to 8pm, but, I think from the end of the month iirc, they will be 24/7 to deal with the high call volumes.
 
How do I go about getting my TI account cancelled without affecting my ADSL? Tried the contact support online ticket system, received no response. I tried the call centre but was told it's a 30 day wait. And before that I accepted the offer to receive a discount instead of cancel, but this was a verbal contract I have not signed anything can I still cancel my TI plan if I have the TI uncapped discount?
 
Anyone else in the CT are experiencing weird interwebz?!?

Google and Bing pages does not load....everything else seems fine
 
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