Telkom Internet ISP - Injecting Code into HTML

DoodleBug said:
Hi all I have a question.

The same popup started showing up at my SOs parents place but shows 100% data usage.

What I cant understand is they are on a 2 Mbps uncapped account and they aren't what I would call heavy bandwidth users.

Any ideas as to why this would be happening on an uncapped account?

Sorry for the side show, but this is the first place I found posting this popup.
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Currently, no uncapped subscribers get any in-browser notifications.

There may be an inconsistency between what:
- The call centre agent sold this as
- What the Telkom fixed-line ordering system thinks it ordered from Telkom Internet
- What we have on our side

If they log in (or you help them to log in) to the tracker tool, it will show the product description we have for their account. If it doesn't match what is on their bill, they should call the call centre or log a fault online.
 
Last edited:
We are currently experiencing a problem with the TI Tracker Portal.
Please contact [email protected] or alternatively contact our Technical service desk
on Telephone number 10210 for further assistance
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May as well put this here. being getting that since Sunday.
 
jackshiels said:
He's not "biatching". It's a fairly intrusive way to notify.
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It's less intrusive than "you can't access the internet if you can't log in to the portal", which from our stats seems to affect > 50% of our subscribers. And yes, a lot of the uncapped subscribers who have hit the hard redirect over the past few months have complained that we have cut them off from the internet (they didn't even attempt to log in).
 
biena said:
May as well put this here. being getting that since Sunday.
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We are aware of some subscribers hitting this issue. We know how to fix it, we are busy identifying all the subscribers affected so we can fix it for them, as well as trying to identify what caused this. PM your username to me and I can fix it for you.
 
ranger said:
We are aware of some subscribers hitting this issue. We know how to fix it, we are busy identifying all the subscribers affected so we can fix it for them, as well as trying to identify what caused this. PM your username to me and I can fix it for you.
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I have just the one (PM'ed you), interestingly they were the only client that maxed out their 50GB last month and were capped. We moved them to a backup account instead of "topping up".
 
ranger said:
identify what caused this.
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The root cause was actually fixed when we implemented this feature, but some subscribers still have some inconsistent state (at least as far as the Tracker tool is concerned). We are busy fixing the remaining subscribers so tracker tool doesn't believe the subscriber state is inconsistent.
 
MickZA said:
I have just the one (PM'ed you), interestingly they were the only client that maxed out their 50GB last month and were capped. We moved them to a backup account instead of "topping up".
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Thx ranger, tracker now working :)
 
ranger said:
This is what we did for uncapped subscribers who reached a FUP limit, but there were lots of complaints about that.

If pages are broken, close the notification, and reload the page ...
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Don't see why uncapped subscribers should even get notified. That's what's wrong in this country with capped products being allowed to be advertised as uncapped. But that aside can't see why it should be such a huge issue that you implement something even worse - Telkom logic. The whole problem with this seems to be largely that it's persistent for some and pages don't always have the option of reloading them without side effects.
 
Swa said:
Don't see why uncapped subscribers should even get notified. That's what's wrong in this country with capped products being allowed to be advertised as uncapped.
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Buy a dedicated solution then. If you can afford it.

Alternatively if you have an uncapped solution that costs about a tenth of the ISPs input costs to deliver 24x7, either you under-use or you over-use, and the reality is those that over-use mostly massively over-use, so those that under-use are impacted. To keep the product both useable and affordable for the >90% who under-use, we have to do something about those that over-use. We are working on enhancements that will make everything more transparent, and one of the options considered is to notify over-users that we are impacting their experience to protect the experience of those that haven't by means of the same style of in-browser notification.

But that aside can't see why it should be such a huge issue that you implement something even worse - Telkom logic. The whole problem with this seems to be largely that it's persistent for some and pages don't always have the option of reloading them without side effects.
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Please apply logic:
1)Report a specific page affected (there may be an issue with pages using assets not served on port 80, and we have a fix for this that hasn't been deployed to production; if a customer reports a problem I can drive faster deployment to production, without a report we will have to do some work to motivate for it to go in or put it in with other planned work)
2)Reply to my questions about whether being able to opt out entirely would resolve your concerns

If no-one says opt-out would address their concerns, I won't push for it internally as I really have better things to do.
 
ranger said:
2)Reply to my questions about whether being able to opt out entirely would resolve your concerns
If no-one says opt-out would address their concerns, I won't push for it internally as I really have better things to do.
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I would like the option to opt-out entirely, I have the email/sms notification setup so I know when I am getting close to the cap.
 
Guess I'll never use Telkom as ISP then seeing they are so nonchalant about this intrusion.
 
Swa said:
Guess I'll never use Telkom as ISP then seeing they are so nonchalant about this intrusion.
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No one here has answered my questions as to:
1) Why this specific change is a privacy intrusion
2) Why it is not in the best interest of the majority our customers
3) Whether allowing customers to opt out of the feature entirely (subject to some conditions such as requiring a different notification method to be enabled) would alleviate any privacy concerns.

To be clear, from the outset I advocated for allowing customers to opt out, but it wasn't added as a requirement. I am willing to try and get the backend portion of an opt out feature implemented within a week (change control on production will be the biggest delay). This would basically ensure that for such a subscriber, there would be no difference to what happened with their traffic last month vs. after they opt out (no supposed privacy invasion). For now the only way to opt out would be manual (e.g. PM me), but I would follow up on getting the front-end portion in in the future.
 
ranger said:
3) Whether allowing customers to opt out of the feature entirely (subject to some conditions such as requiring a different notification method to be enabled) would alleviate any privacy concerns.
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Why a requirement for notification? Why not let customers that want to be notified opt-in to whatever method they want?

But this is the standard Telkom way. Introduce something people don't want without a way to disable it.
 
biena said:
I would like the option to opt-out entirely, I have the email/sms notification setup so I know when I am getting close to the cap.
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Same here. Get daily mail notifications already of usage.
 
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