Telkom Internet Capped/Uncapped User Feedback (Pt2)

[borro]

Mr Ranger you know telkom people, telkoms portal is broken
It's portal usage and Saix ain't the same, we're getting shaped/throttled for no reason

Having same issue... Saix and Router stats not the same as portal and I've had to top up R300 already
Router and saix : 1.51 GB for today
Telkom Portal : 6.51GB
& will have to top up again soon ... that's money Telkom has stolen tbh. Not cool brah

 

[ranger]

This has apparently happened to a lot of Telkom Integrated simcards on the network they have told me...eventually.

So, if they know about this, why didn't they escalate to the team I used to be at (they haven't)?

Now I also have hard evidence in my usage history showing me that I have not used the 2GB, they themselves didn't know how to get see that, after showing them they then also saw the error (by the way, I have to hand over my username and PASSWORD for them to view this data??!!!)

Where was this evidence? From the connections history table in customer portal (which is why I added the display of sessions history and the ability to export data from both as requirements for customer portal)? If so, then NO, they do not need your password, they can log into customerportal using their internal username/password (that they use to log into their desktops), and after validation that they are speaking to the account holder (can't be bypassed, requires 3 of 5 details to be correctly chosen from 4 random options plus the correct one), can see exactly what you see in customer portal.

(The usage history graph and the connections history table are sourced from 2 different systems, which should ideally always be consistent. The sessions history table holds the info received by RADIUS, e.g. from "SAIX" in the case of ADSL and from Telkom Mobile in the case of Mobile, and fake sessions inserted in the case of providers without RADIUS or similar such as Vumatel, which won't show usage. The current usage "dial" is real-time from the usage management system. The usage history graph is from daily summaries exported from the usage management system. RADIUS-based accounting can't do anything fancy, like Night Surfer, but the totals for usage on 'Fixed', 'NightSurfer FIxed', 'Social and Education' should correlate very well with the RADIUS-based usage for ADSL, and the Mobile usage from the usage history should be almost identical to the sum of data used on the Connections history table for 'Mobile')

I am still on the phone trying to fix this, they saying I've used the full 1gb but I have 2gb a month not 1..... IF you have an integrated simcard from telkom and missing data, check your usage history in your portal, it shows you there how much data you have used (which should match your usage as recorded on your phone) and will show that it's wrong with the telkom portal data on the overview area where it says you have used all your data.

update: okay so now they have eventually agreed with me that I am on 2GB a month and not 1 as they trying to say. Without admitting they have an error on their system they taking screenshots of my account to share and who knows.... maybe try fix it? I don't know but I'm shocked that I'm not getting paid for this work.

Right, and here I am, escalating this to the people who can remediate this (basically, the call centre's job) when it doesn't currently affect me, without demanding anything ...

(Sorry for the delay in responding, but my own job has been quite hectic over the past few days)

 

[ranger]

Mr Ranger you know telkom people, telkoms portal is broken
It's portal usage and Saix ain't the same, we're getting shaped/throttled for no reason

No, the Portal is not broken.

The usage management system may have lost some session mappings.

The portal displays:
* Real-time (max 15 minutes behind) usage from the usage management system on the usage 'dial'
* Usage history as exported (daily) from the usage management system on the usage history graph
* Connection history info from RADIUS as received from SAIX (should be no more than 1 hour behind) in the connections history table.

So, the portal is working fine, but usage management may have a problem.

It may be useful to note if the connections history table matches with your SAIX usage history (this seldom has problems, but it can be).

Are users who have noticed this all in the "East" (e.g. KZN)?

Can someone how is affected PM me their username? I can suggest some checks to the team with a username. I don't seem to be affected (in the 'South'), otherwise I would let them check with my username. They could in theory do this themselves, but it would take longer (since they are located in 'North', there are some hoops to jump through to try and get a session in the East to reproduce).

 

[Spontaneous spinach]

No, the Portal is not broken.

The usage management system may have lost some session mappings.

The portal displays:
* Real-time (max 15 minutes behind) usage from the usage management system on the usage 'dial'
* Usage history as exported (daily) from the usage management system on the usage history graph
* Connection history info from RADIUS as received from SAIX (should be no more than 1 hour behind) in the connections history table.

So, the portal is working fine, but usage management may have a problem.

It may be useful to note if the connections history table matches with your SAIX usage history (this seldom has problems, but it can be).

Are users who have noticed this all in the "East" (e.g. KZN)?

Can someone how is affected PM me their username? I can suggest some checks to the team with a username. I don't seem to be affected (in the 'South'), otherwise I would let them check with my username. They could in theory do this themselves, but it would take longer (since they are located in 'North', there are some hoops to jump through to try and get a session in the East to reproduce).

It's happening all over, from Kzn to Capetown and everyone inbetween.

Here's a link to the thread : https://r.tapatalk.com/shareLink?ur...hare_tid=1000474&share_fid=11467&share_type=t

One dude got his portal fixed by contacting Telkom via Twitter but that's not going fix all affected accounts , help us mighty Ranger, help us

 

[FapCop]

No, the Portal is not broken.

The usage management system may have lost some session mappings.

The portal displays:
* Real-time (max 15 minutes behind) usage from the usage management system on the usage 'dial'
* Usage history as exported (daily) from the usage management system on the usage history graph
* Connection history info from RADIUS as received from SAIX (should be no more than 1 hour behind) in the connections history table.

So, the portal is working fine, but usage management may have a problem.

It may be useful to note if the connections history table matches with your SAIX usage history (this seldom has problems, but it can be).

Are users who have noticed this all in the "East" (e.g. KZN)?

Can someone how is affected PM me their username? I can suggest some checks to the team with a username. I don't seem to be affected (in the 'South'), otherwise I would let them check with my username. They could in theory do this themselves, but it would take longer (since they are located in 'North', there are some hoops to jump through to try and get a session in the East to reproduce).

The portal reports my usage for the 18th of January as 0GB consumed. This is impossible. I spent that whole afternoon on YouTube on my Xbox, and my wife was all afternoon on Netflix in the bedroom. Something is definitely broken.

 

[Fox1]

There's a whole thread with complaints about the usage portal showing incorrect data.

 

[bwana]

No, the Portal is not broken.

The usage management system may have lost some session mappings.

The portal displays:
* Real-time (max 15 minutes behind) usage from the usage management system on the usage 'dial'
* Usage history as exported (daily) from the usage management system on the usage history graph
* Connection history info from RADIUS as received from SAIX (should be no more than 1 hour behind) in the connections history table.

So, the portal is working fine, but usage management may have a problem.

It may be useful to note if the connections history table matches with your SAIX usage history (this seldom has problems, but it can be).

Are users who have noticed this all in the "East" (e.g. KZN)?

Can someone how is affected PM me their username? I can suggest some checks to the team with a username. I don't seem to be affected (in the 'South'), otherwise I would let them check with my username. They could in theory do this themselves, but it would take longer (since they are located in 'North', there are some hoops to jump through to try and get a session in the East to reproduce).

Something is broken. I've been FUP'ed for the first time ever. My Customer Portal figures are some 80% higher this month than what is being reported on the user stats site.

See https://mybroadband.co.za/forum/threads/telkom-fup-cap-errors.1000474/

 

[ranger]

Something is broken.

Sure, but it's not the portal, it is components of the traffic management system possibly being out of sync with session events.

(The portal displays what the other systems hold, and FUP/quota notices that are not created by the portal (in-browser or redirects) cannot be affected by the portal.)

I have sent an example username of a user who responded after I requested example users to a colleague who is still there, and they said they would investigate according to my suggestions.

I haven't heard back from them yet.

 

[bwana]

Sure, but it's not the portal, it is components of the traffic management system possibly being out of sync with session events.

(The portal displays what the other systems hold, and FUP/quota notices that are not created by the portal (in-browser or redirects) cannot be affected by the portal.)

I have sent an example username of a user who responded after I requested example users to a colleague who is still there, and they said they would investigate according to my suggestions.

I haven't heard back from them yet.

That's all well and good, and I appreciate the feedback, but I'm being throttled between 19:00 and 21:00 through no fault of my own.

 

[Fox1]

I complained about the problem on Twitter and they corrected it. Amazing how clued up the twitter team is over the call centre

 

[ranger]

I complained about the problem on Twitter and they corrected it. Amazing how clued up the twitter team is over the call centre

I believe the social media team is still composed of Telkom employees with experience in all the tools and some knowledge of how everything works, whereas the call centre is (or was, last I heard, and it is unlikely to have improved) not.

 

[ponder]

Sure, but it's not the portal, it is components of the traffic management system possibly being out of sync with session events.

(The portal displays what the other systems hold, and FUP/quota notices that are not created by the portal (in-browser or redirects) cannot be affected by the portal.)

I have sent an example username of a user who responded after I requested example users to a colleague who is still there, and they said they would investigate according to my suggestions.

I haven't heard back from them yet.

I'm now on fup 2... I do appreciate you trying though, did no one else respond to your request for usernames?

 

[bradza]

I was requested for my password, no employee should ever have to demand for a clients password. I gave it as they said they couldn't log in. I state the facts, not creative writing, there are clear errors being seen with my eyes and the staff and clearly many others has has been mentioned here and else where, screenshots as well and I really really really don't have time to do other peoples jobs. I later changed my password for security. The data system is broken. Anyway, I'm done with this. This isn't at you Ranger, this is at Telkom. I really don't have the time to post anymore or raise issues with telkom (when clearly many others are as well), I'll just accept the issue of internet in South Africa. Thanks all. Bye.

PS if you are being forced over to MTN on your integrated simcard to roam, check your APN, if it's Internet, change it to TelkomInternet and you'll have access again to your free allocated data (if it's still there and hasn't "vanished"). Seems like you have to change between the two to survive.

 

[Mannemarak]

where is the go to place to cancel my adsl? my fibre coverage has been updated and it's live, just want to check path to cancel adsl

 

[creeper]

Bit of a bad one today. I suspect OpenServe in my area died, because my fiber was working fine yesterday evening and today, dead. The VoIP phone also dead.

Logged a fault with Telkom. They’ve already phoned me back and informed me that I’m not the first and they suspect an area fault. Been allocated to the relevant teams to investigate.

Interesting to note that my Telkom Mobile data is also dead. And MTN roaming is unstable.

Now to wait...to have it fixed. I want to finish Expanse Season 3.

 

[FapCop]

Bit of a bad one today. I suspect OpenServe in my area died, because my fiber was working fine yesterday evening and today, dead. The VoIP phone also dead.

Logged a fault with Telkom. They’ve already phoned me back and informed me that I’m not the first and they suspect an area fault. Been allocated to the relevant teams to investigate.

Interesting to note that my Telkom Mobile data is also dead. And MTN roaming is unstable.

Now to wait...to have it fixed. I want to finish Expanse Season 3.

By the sounds of it, a large amount of people would be affected, so it shouldn't take that long to resolve. Cable faults get resolved in around a week if more than 10 people are out. If it's just you affected, start making plans. You could be out for a few months.

 

[creeper]

By the sounds of it, a large amount of people would be affected, so it shouldn't take that long to resolve. Cable faults get resolved in around a week if more than 10 people are out. If it's just you affected, start making plans. You could be out for a few months.

I need to give credit. The call Centre lady informed me that I wasn’t the only one and she escalated it as an area issue.

(Hold thumbs it will be quickly resolved)

 

[creeper]

Problem resolved

 

[Mannemarak]

anyone else in kzn with a nice helping of high ping and some loss on the side?

 

[Stiffmeister]

anyone else in kzn with a nice helping of high ping and some loss on the side?

I'm from KZN and YES! Everyday at 8pm till idk when(usually is perfect the next day) my ping shoots up. I can't play any online games and I can't stream anything however web browsing is fine ? This only started happening after I upgraded from 4mb to 10mb on ADSL. I'm getting so tired of this now.