Telkom Internet Capped/Uncapped User Feedback (Pt2)

ranger said:
If the pppoe session goes down, that is normally not us. We do disconnect users in a few select cases, the only automartic one is if we determine that the customer's session isn't correctly initiated, which in the worst possoble theoretical case may affect a specific user about once in > 6 hours.

All other cases are usually due to access issues (e.g. modem loses sync for some reason).

Please log a line fault online.

You may also want to check your line stats on your modem, and check the error counters.
Click to expand...
Not true. My connection was going down several times a week.

Then about a week after I reported a fault it went down again while I was using it.

During a phone call with a Telkom technician I asked him and he admitted doing port resets with no notice.

There is no logging of any sort so nobody can see who did it.
 
ranger said:
Long queues of mails or long queues of customers?

The email issue was fully resolved this morning.

The cause was a failure on a storage array that resulted in the write cache being disabled. The part that failed was replaced this morning.
Click to expand...
Customers.

They don't answer e-mail ever.

In fact the manager hides because there have been so many complaints and customers have been angry.
 
ranger said:
If the pppoe session goes down, that is normally not us. We do disconnect users in a few select cases, the only automartic one is if we determine that the customer's session isn't correctly initiated, which in the worst possoble theoretical case may affect a specific user about once in > 6 hours.

All other cases are usually due to access issues (e.g. modem loses sync for some reason).

Please log a line fault online.

You may also want to check your line stats on your modem, and check the error counters.
Click to expand...

Thanks "ranger" will do.
 
AntiGanda said:
Not true. My connection was going down several times a week.

Then about a week after I reported a fault it went down again while I was using it.

During a phone call with a Telkom technician I asked him and he admitted doing port resets with no notice.

There is no logging of any sort so nobody can see who did it.
Click to expand...

When I use the word 'we' in this thread, which is about Telkom Internet, I refer to 'Telkom Internet'.

Port resets by a technician would be manually initiated.

But, this complaint seema to be about it going down several times a day, which is most likely line-related, and not someone continually resetting the same port all the time.

While it may be possible to reset ports directly on the DSLAM, all actions performed by management tools accessed by call centre and other support staff have audit logging.
 
ranger said:
When I use the word 'we' in this thread, which is about Telkom Internet, I refer to 'Telkom Internet'.

Port resets by a technician would be manually initiated.

But, this complaint seema to be about it going down several times a day, which is most likely line-related, and not someone continually resetting the same port all the time.

While it may be possible to reset ports directly on the DSLAM, all actions performed by management tools accessed by call centre and other support staff have audit logging.
Click to expand...
Call centre staff are able to change a TI password with no auditing according to their team leader.
 
AntiGanda said:
Call centre staff are able to change a TI password with no auditing according to their team leader.
Click to expand...

Team leader is clueless. Every single transaction is tracked. From when the user accesses the system to when the enter button is hit. Down to the finest detail. And that is on every system and application... including the phone system.
 
np,

recieved a message this morning stating that my problem with reference number has been resolved, no contact from anyone, and no change in ping :(

ranger said:
Sorry, had some bigger problems to attend to today.

I will see what we can accomplish over the weekend, but I may only get someone to escalate by Monday.
Click to expand...
 
Ever since 15:00 PM today my internet has been complete crap. Don't know what telkom did but somehow they managed to completely screw my connection.

I should be getting a solid 10MB like I've been getting for months however:


Trace to telkom and mybroadband

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\#####>tracert telkom.co.za

Tracing route to telkom.co.za [196.43.22.222]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.*.**4
2 68 ms 66 ms 63 ms wtvw-ip-bng-2.south.dsl.telkomsa.net [105.224.252.1]
3 70 ms 90 ms 72 ms ipc-1-up.south.dsl.telkomsa.net [105.226.0.6]
4 71 ms 71 ms 73 ms ipc-aggr-1.south.dsl.telkomsa.net [105.226.0.13]
5 70 ms 71 ms 71 ms 196.25.103.93
6 91 ms 91 ms 91 ms 196.43.39.162
7 89 ms 89 ms 88 ms rrba-ip-bssr-1-ge-2-48.telkom-ipnet.co.za [196.43.23.6]
8 94 ms 95 ms 91 ms nbsc-ip-bssr-2-atm-5-0-0-1.telkom-ipnet.co.za [196.43.23.34]
9 98 ms 93 ms 99 ms telkom.co.za [196.43.22.222]

Trace complete.

C:\Users\#####>


Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\#####>tracert mybroadband.co.za

Tracing route to mybroadband.co.za [197.242.89.170]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 192.168.*.**4
2 65 ms 67 ms 71 ms wtvw-ip-bng-2.south.dsl.telkomsa.net [105.224.252.1]
3 73 ms 70 ms 72 ms ipc-4-up.south.dsl.telkomsa.net [105.226.0.30]
4 75 ms 77 ms 72 ms ipc-aggr-1.south.dsl.telkomsa.net [105.226.0.13]
5 71 ms 71 ms 71 ms blv-pr-02-be200-vl1.net.telkomsa.net [105.226.0.54]
6 67 ms 67 ms 71 ms ct1-pr-01-te0-0-0.net.telkomsa.net [105.187.249.138]
7 90 ms 87 ms 89 ms africainx.ct1.napafrica.net [196.10.140.7]
8 89 ms 88 ms 89 ms CORE.GP-CN-HET-MEE-1.TO.GP-HV-ICT-MEE-1.DFA.P2P.10G.za [41.84.13.66]
9 88 ms 90 ms 87 ms 41-66-132-246-f6.HET001-CPE-1-to-GP-CN-HET-MEE-1.africainx.net [41.66.132.246]
10 90 ms 91 ms 87 ms core-access-switch1.jnb1.host-h.net [197.189.193.1]
11 102 ms 93 ms 89 ms row-access-switch1-row3-4.jnb1.host-h.net [197.189.193.36]
12 89 ms 89 ms 89 ms mybroadband.co.za [197.242.89.170]

Trace complete.

C:\Users\#####>

I also had a look at my router's connection and found the sync speed to be ridiculous

Connection Up Time: 00 day,00 hour,13 min,08 sec
Downstream Line Rate (Kbps): 672
Upstream Line Rate (Kbps): 64

I managed to log a fault after struggling to get through to their support (like always), but who knows when a tech will be "available" to look into my problem.
 
AntiGanda said:
Call centre staff are able to change a TI password with no auditing according to their team leader.
Click to expand...

You've changed topic ..

The tool the call centre staff use for tasks such a resetting passwords has adequate logging, although there is room for improvement (and there are projects underway to address that). The logging isn't currently exposed to anyone in the call centre. One of the improvements in progress will allow role-based access control to search the audit log (which will be audited too).
 
It's again that time of the month where everyone in the area tries to use the internet at the same time :/

Tracing route to telkom.co.za [196.43.22.222]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 10.0.0.2
2 47 ms 48 ms 165 ms wwg-ip-bng-1.south.dsl.telkomsa.net [105.225.8.1
]
3 990 ms 559 ms 47 ms ipc-4-up.south.dsl.telkomsa.net [105.226.0.30]
4 212 ms 84 ms 175 ms ipc-aggr-2.south.dsl.telkomsa.net [105.226.0.57]

5 116 ms 114 ms 45 ms 196.25.190.209
6 991 ms 309 ms 133 ms 196.43.39.162
7 107 ms 67 ms 75 ms rrba-ip-bssr-1-ge-2-48.telkom-ipnet.co.za [196.4
3.23.6]
8 974 ms 370 ms 86 ms nbsc-ip-bssr-2-atm-5-0-0-1.telkom-ipnet.co.za [1
96.43.23.34]
9 94 ms 127 ms 200 ms nbsc-ip-rcache-1-vif0.telkom-ipnet.co.za [196.43
.22.222]

Trace complete.
Click to expand...

Or could it be a Telkom issue?

EDIT
========================

Afrihost DSL
Tracing route to telkom.co.za [196.43.22.222]
over a maximum of 30 hops:

1 49 ms 44 ms 62 ms 105-236-249-65-esr-lo.mtnbusiness.co.za [105.236
.249.65]
2 45 ms 58 ms 48 ms ipc-recieve-tb-2a.mtnbusiness.net [41.181.54.86]

3 44 ms 57 ms 48 ms tb-dca-2.za--qux-c.za.mtnbusiness.net [41.181.19
8.188]
4 45 ms 51 ms 100 ms unc-cpt-1.mtnns.net [196.44.18.8]
5 53 ms 54 ms 56 ms tb-pr-1.za--tb-cr-2.za-a.mtnns.net [196.44.18.14
3]
6 77 ms 92 ms 64 ms wblv-ip-se-2-gw.telkom-ipnet.co.za [196.25.165.1
97]
7 48 ms 65 ms 57 ms 196.43.25.205
8 70 ms 66 ms 65 ms 196.43.39.166
9 68 ms 66 ms 68 ms rrba-ip-bssr-1-ge-2-48.telkom-ipnet.co.za [196.4
3.23.6]
10 92 ms 75 ms 67 ms nbsc-ip-bssr-1-atm-5-0-0-1.telkom-ipnet.co.za [1
96.43.23.30]
11 70 ms 73 ms 67 ms nbsc-ip-rcache-1-vif0.telkom-ipnet.co.za [196.43
.22.222]

Trace complete.
Click to expand...

I guess it's TI then/
 
Last edited:
Youtube has been really terrible the last few days, playback spikes and drops to 0 all the time....
 
Xzib1t said:
It's again that time of the month where everyone in the area tries to use the internet at the same time :/



Or could it be a Telkom issue?

EDIT
========================

Afrihost DSL


I guess it's TI then/
Click to expand...

49ms on your first hop and 45ms on your second hop looks more like a Telkom Wholesale issue than a TI issue.
 
This load shedding is causing havoc with TI's authentication servers, it's taking up to an hour for clients to log on after power is restored doubtless due to the sudden surge in requests.

@ranger - do you know if anything is planned to resolve this problem?
 
TI authentication is fooked. The cherry on top is you can't even call 10210 as you get a NU tone or absolutely nothing! Also tried 10217 for busnesses and once you select the fault reporting option same thing NU tone or nothing. So you can't even call the company if you have issues, so much for being a telecoms company.

Switched to a different ISP, sort your schite out please!!!
 
ponder said:
TI authentication is fooked. The cherry on top is you can't even call 10210 as you get a NU tone or absolutely nothing! Also tried 10217 for busnesses and once you select the fault reporting option same thing NU tone or nothing. So you can't even call the company if you have issues, so much for being a telecoms company.

Switched to a different ISP, sort your schite out please!!!
Click to expand...

I tried a different ISP but still won't authenticate. :o
 
Was thinking of changing to TI and following this thread its not looking good. Especially if you cant even get through.
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X