Telkom Internet ISP - Injecting Code into HTML

[ranger]

Why a requirement for notification? Why not let customers that want to be notified opt-in to whatever method they want?

1) User doesn't know what account they have or what they use per month
2) User goes over quota
3)User has slow internet
4)User logs line fault
5)Tech is dispatched (at a cost of > R500)
6)Tech tests then closes fault (as ISP problem) and customer is billed for callout fee
7) Customer disputes callout fee, gets irate, complains on hello peter or emails the CEO

There are two big problems here:
-The customer had a bad experience
-Telkom wastes > R1000 because users don't get notifications or know how to log into the tracker tool.

We have implemented many initiatives to address this:
- automatically subscribing users to email notifications or sms notifications drpending on what details we get from the ordering system
- getting call centre agents to check thst customers who call have notifications enabled
- Reminding users in every email about product changes about the tracker tool and notifications

However, we can see a lot of users mark email notifications as spam (instead of deleting them or disabling them), we find typos made by agents etc. etc. We still received escalations from customers who were over quota, after changes in the call centre we aren't sure if there is a reduction in this kind of problem or if no-one knows how to use the tools/processes.

So, we will want to be very sure that the user knows the difference between an ADSL problem and being over quota before allowing them to opt out of all notifications.

But this is the standard Telkom way. Introduce something people don't want without a way to disable it.

One of our problems is that our current user-facing tools are being replaced with newer ones, but there is some work left before the new tools are ready. So, we could only afford to put the minimum front-end changes for this feature to go in.

I will try and get the back-end changes in within a week and offer to opt the first 20 people out, if we hit 20 I will try and make another solution available, or see if the dev and QA teams are willing to work over-time on adding front-end support for opting out.

 

[MickZA]

Given the number of "mom & pop" tech illiterate subscribers TI has I really don't have a problem with this initiative which will hopefully enable TI support to concentrate on genuine problems.

 

[Former member 61586]

If this pop-up worked I also wouldn't have a problem. Problem I have is that is doesn't work. It showed I had used 100% of my allocated capped data. Which was utter horse crap. I was on 18%.

So in my opinion its crap. And the fact that it was released early despite being wrong and crap, further illustrates the uselessness of Telkom and Telkom Internet.

 

[ranger]

If this pop-up worked I also wouldn't have a problem. Problem I have is that is doesn't work. It showed I had used 100% of my allocated capped data. Which was utter horse crap. I was on 18%.

So in my opinion its crap. And the fact that it was released early despite being wrong and crap, further illustrates the uselessness of Telkom and Telkom Internet.

There may be other issues that are resulting in the notification appearing to be incorrect, but it would be highlighting a different problem. Please PM me your username so that I can confirm this.

 

[Chevron]

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.

Just ignore Swa. He just like to be difficult.

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.

Most Telkom users don't even know their login details. Most of them are the dumbest of the dumb most technologically illiterate people you'll ever meet. This is a good solution.

Given the number of "mom & pop" tech illiterate subscribers TI has I really don't have a problem with this initiative which will hopefully enable TI support to concentrate on genuine problems.

This. Completely this.

 

[cavedog]

Given the number of "mom & pop" tech illiterate subscribers TI has I really don't have a problem with this initiative which will hopefully enable TI support to concentrate on genuine problems.

+1

I think anyone would be angry if they have a dead line but the fault only gets attended to 2 days later because the techs are attending faults that are actually ISP related for example user softcapped or subscribed to the wrong package.

 

[NorthPole]

I think this is a rather useful idea, hell I'd say implement it for the uncapped users too, say in which quartile of usage they are in... or colour, as most probably don't even know how to check usage, both on capped or uncapped.

In my view a little pop up/ad styled pic is much less obtrusive than being redirected... don't see it as a invasion of privacy, but agree that should be some sort of opt-out method.

 

[ranger]

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).

The backend changes were developed and tested today and will go to production soon along with some other minor fixes.

For now the only way to opt out would be manual (e.g. PM me),

I am willing to take 20 usernames to opt out manually once the backend changes are in production.

Rules:
- You must have hit a notification already
- You must use 'In-browser notification opt-out' as the subject of a PM to me that provides the username and last 5 digits of the account holders ID
- You must have another notification method (email or sms) enabled for at least the 100% notification.

but I would follow up on getting the front-end portion in in the future.

The front-end developer will see if he can add the feature as implemented on th the backend, but we may need some approvals for this to be added (in progress), and some time for testing and change management processes.

 

[ranger]

I think this is a rather useful idea, hell I'd say implement it for the uncapped users too, say in which quartile of usage they are in... or colour, as most probably don't even know how to check usage, both on capped or uncapped.

In my view a little pop up/ad styled pic is much less obtrusive than being redirected... don't see it as a invasion of privacy, but agree that should be some sort of opt-out method.

Design of the exact functionality for uncapped users is being finalised at the moment, and some development has been done.

 

[ranger]

Not an isp for me then either way. Thing is that Telkom implements something for all users that reportedly doesn't work

It works perfectly, the fact that some people are supposedly getting incorrect notifications is actually highlighting the fact that there may be some other problem which would otherwise have been more difficult to diagnose, such as:
- Mismatch between account according to invoice and ordering system
- Mismatch between what the cuatomer asked for and was actually sold
- Operational issues relates to recent software upgrades of other systems

We have resolved a number of these issues in the past few days, in some cases customers had been affected for a long time but didn't know until last week.

without a way to disable

There is now a way to disable it.

it and then thinks it's ok. The question then further becomes what sort of company would check the hardware end knowing the most common problems are on the service end

The kind that supports the hardware end where both it and other companies support/prpvise the service? Thus the hardware end people can't (from a regulatory perspective) check the service end when the customer insists it's a problem on the hardware end.

but we already know the answer to that question.

You can call this just being difficult as much as you want but the answers don't inspire confidence.

Well, you think you know all the answers, but you still haven't given the answers to some of my questions, yet I have done as much as I can to address your concerns.

Should I expect a PM with your username so I can opt you out, or were you exaggerating how this actually affects you?

 

[MickeyD]

Should I expect a PM with your username so I can opt you out, or were you exaggerating how this actually affects you?

He's not a TI customer, so don't hold your breath.

 

[Former member 61586]

LOL, who else got a PM from the "unofficial/when it suits him" TI rep?

 

[ranger]

LOL, who else got a PM

Only you at the time, because you reported a valid issue, which should have been fixed.

 

[Former member 61586]

Only you at the time, because you reported a valid issue, which should have been fixed.

Please do me a massive favour and do not send me a PM again. You are not a rep and I am not interested in anything you have to say to me.

 

[Sting]

 

[AntiGanda]

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.

By advertising it as uncapped (when it has a cap), they get more customers. That's what it boils down to.

 

[NorthPole]

and back to the topic please

 

[Swa]

It works perfectly, the fact that some people are supposedly getting incorrect notifications is actually highlighting the fact that there may be some other problem which would otherwise have been more difficult to diagnose, such as:
- Mismatch between account according to invoice and ordering system
- Mismatch between what the cuatomer asked for and was actually sold
- Operational issues relates to recent software upgrades of other systems

We have resolved a number of these issues in the past few days, in some cases customers had been affected for a long time but didn't know until last week.

You mean issues that mostly happen on Telkom. Seems you really needed it then.

There is now a way to disable it.

Not when it was implemented and the "way to disable it" is to call you which is of no use to people not on this forum meaning the majority.

 

[ranger]

You mean issues that mostly happen on Telkom. Seems you really needed it then.

Yes, Telkom has many issues that we (Telkom Internet) cannot resolve. We do as much as we can to prevent issues and to reduce the impact on our customers of these issues, but sometimes despite our efforts other teams think they know better and implement changes that affect the ordering and billing of our products without consulting us, in molany cases leadijg to problems for customers.

But, other ISPs also have issues ...

Not when it was implemented and the "way to disable it" is to call you which is of no use to people not on this forum meaning the majority.

The front-end aspect is in the works, and will take longer as I said. Yet, the fact that in the 24 hours since I offered to opt people out there have beem no takers makes me wonder if it will ever be used.

 

[Grimster101]

I GOT THIS TOO! And im not even at 100% of my usage according to your page. Yet here I am slowed down as well. Care to fix that for me please?

EDIT: Also I JUST got this message as Im writing this. And this is NOT cool. NOT EVEN CLOSE to something I want. I do NOT like the idea of an ISP like Telskum injecting code into my HTML pages. Do you know how big of a security risk that is!!? What the hell do you think could happen if someone where to do a little modifying of that code if they were to get into your system hm?

You guys can't even function as a proper ISP for the whole country. And now you're injecting code into our pages without our freaking consent???

This is TRASH. I am so pissed off about this. I do NOT want that **** coming up on pages. The email notification is more than enough to be able to monitor my usage thank you very much.

I swear if this continues I am cancelling my account with you guys and moving my line over to another ISP. I will not stand for an ISP that injects code into people's pages.

I want this crap turned off right now.

Second Edit: This post isn't pointed directly at you Ranger