Telkom Internet Uncapped User Feedback.

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b1gstan said:
Ranger, I really think this has blown out of proportion
As far as you telling me to go cancel or downgrade, I'm not going entertain what I see as surly and frankly unprofessional comments from someone that purports to be a representative of Telkom.
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He is NOT the Telkom Rep on the forum, His just a nice guy who happens to work at Telkom
 
Hey guys here in newcastle:

4 meg uncapped. Excellent service.

Used: 463 GB combined. Also scheduling alot during night surfer which flies with torrents.

Service is excellent. Im on Orange on TiTracker
 
Ranger, I'm gonna play devil's advocate here. While I can appreciate the fact that you are not on this forum in any "official" capacity, and your help is indeed appreciated, you should also respect the fact that those of us that post on this thread are customers of the company that employs you, and whether or not that means anything in your involvement here, has little to do with the arrogance you've shown in your last couple of responses.

b1gstan raised a valid query, one that I also recently had issues with (http dl's being pathetically slow while other people can download torrents without problems), and instead of saying things like "feel free to cancel and go to MWEB, we'll see you back here in November" and "Then downgrade" in response to speed issues for a product your company is advertising and selling, maybe refer the person to the official rep if your frustrations are going to get in the way of your responses.

Since I have had some issues as well, is that the solution you suggest to me ? Cancel and move to MWEB ?

Whether you are here in an official capacity or not, that does not give you the right to talk to customers that way. If you are unable to answer someone raising a valid concern sincerely, or offer any positive and useful advice, please point them in the direction of someone in your organization that can.

For the record, my experience with TI has been mostly positive, bar the occasions where my dl speed goes to hell. I have no plans on cancelling and moving elsewhere at the advice of an unofficial rep if I find the service not up to par at any time. I think I'll save that for someone at Telkom who can actually influence that decision, one way or the other.
 
b1gstan said:
Ranger, I really think this has blown out of proportion. In my initial post I asked if the speed upgrades would make a difference to the throttling that I encounter.
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You don't encounter throttling, unless the tracker shows you a red bar.

You may experience:
-fair shaping on non-P2P
-protocol-based shaping of p2p (what is commonly referred to as 'shaping')
-DSLAM congestion
-Congestion of upstream links to us (if there has been a link failure we are not yet aware of, or if a transit provider is experiencing congestion on their interconnects)

To be able to identify which of the potential causes is affecting you, I need some of the info I requested, but you ignored.

I am suspecting DSLAM congestion, thus the recommendation to downgrade the line to the speed the DSLAM can usually support.

However, you posted in a thread about a Telkom Internet account, in the 'ISP Discussions' sub-forum, implying that we (Telkom Internet) are throttling you.

Your first two comments are valid.
As far as you telling me to go cancel or downgrade, I'm not going entertain what I see as surly and frankly unprofessional comments from someone that purports to be a representative of Telkom. Not on a Public forum.
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I am not a Telkom representative. I take pride in my work (which is only related to Telkom Internet), abd have invested far too much in the past year to the changes we have introduced to be satisfied with the level of support (or lack thereof) you may receive from other parts of the company (however politely).

There's a time and a place for everything.
I'm happy to address via PM, where I can spell out the numerous frustrations I encountered ever since Telkom asked me to not cancel my service and to stay on for another 12 months at a discounted rate.
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Well, I am glad you are not paying full price for a service you are not getting (similar to diwngrading your line to the speed you can get ...). It would have helped if you provided this info up-front.

I would prefer you to leave and come back a happier customer than to stay as an unhappy one.

Even better would be if you stay as a happy customer, but then you need to answer some of my questions, or provide me with a ticket number (NOT a line fault ref) with sufficient information.
 
shanezn said:
Ranger, I'm gonna play devil's advocate here. While I can appreciate the fact that you are not on this forum in any "official" capacity, and your help is indeed appreciated, you should also respect the fact that those of us that post on this thread are customers of the company that employs you, and whether or not that means anything in your involvement here, has little to do with the arrogance you've shown in your last couple of responses.
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Please don't take my responses out of context.

I was specifically responding to the claim that we are the only ISP that throttles uncapped users, when we don't.

b1gstan raised a valid query, one that I also recently had issues with (http dl's being pathetically slow while other people can download torrents without problems)
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At this stage, we don't know much about b1gstan's problem. The first part of my reply was trying to address that.

You are talkimg about shaping and prioritisation and routing optimisations, which is a totally different thing than what b1gstan claims.

Improvements to some of your issues should come in time, but if b1gstan's problem is DSLAM congestion, nothing we do on our side can fix it.

Since I have had some issues as well, is that the solution you suggest to me ? Cancel and move to MWEB ?
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If you are upset that we are throttling you and haven't provided any detail on what is slow, yes. Because you probably won't believe me when I say we don't, and there are very few other people in the company in a position to fix a real problem caused by Telkom Internet. You may be able to get a discount, bit will you be a happy customer?

For the record, my experience with TI has been mostly positive, bar the occasions where my dl speed goes to hell.
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In cases where it has been due to us, who do you think fixed it? Unfortunately, at this stage, we often get better feedback here than from other channels.

In other cases (such as the past 2 days), all ISPs have been impacted by global traffic patterns (such as the release of iOS7). See the iOS7 impact on ISP thread for some detail.
 
ranger said:
You don't encounter throttling, unless the tracker shows you a red bar.

You may experience:
-fair shaping on non-P2P
-protocol-based shaping of p2p (what is commonly referred to as 'shaping')
-DSLAM congestion
-Congestion of upstream links to us (if there has been a link failure we are not yet aware of, or if a transit provider is experiencing congestion on their interconnects)

To be able to identify which of the potential causes is affecting you, I need some of the info I requested, but you ignored.

I am suspecting DSLAM congestion, thus the recommendation to downgrade the line to the speed the DSLAM can usually support.

However, you posted in a thread about a Telkom Internet account, in the 'ISP Discussions' sub-forum, implying that we (Telkom Internet) are throttling you.



I am not a Telkom representative. I take pride in my work (which is only related to Telkom Internet), abd have invested far too much in the past year to the changes we have introduced to be satisfied with the level of support (or lack thereof) you may receive from other parts of the company (however politely).



Well, I am glad you are not paying full price for a service you are not getting (similar to diwngrading your line to the speed you can get ...). It would have helped if you provided this info up-front.

I would prefer you to leave and come back a happier customer than to stay as an unhappy one.

Even better would be if you stay as a happy customer, but then you need to answer some of my questions, or provide me with a ticket number (NOT a line fault ref) with sufficient information.
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Point taken.
Humble pie eaten - as much as needs to be anyway. Telkom's customer service - their 10210 number - is still second only to the City of Johannesburg in terms of atrocious quality. Anyone that's ever been transferred 9 times in one call will know what I'm talking about. (not an exaggeration)

PM'ed you the info you'd need to usefully troubleshoot my issue.
It is running light years better than yesterday so IOS7 likely may have been a culprit, but that doesn't account for the other times that I have issues - and it is more often than not.
 
b1gstan said:
Point taken.
Humble pie eaten - as much as needs to be anyway. Telkom's customer service - their 10210 number - is still second only to the City of Johannesburg in terms of atrocious quality. Anyone that's ever been transferred 9 times in one call will know what I'm talking about. (not an exaggeration)

PM'ed you the info you'd need to usefully troubleshoot my issue.
It is running light years better than yesterday so IOS7 likely may have been a culprit, but that doesn't account for the other times that I have issues - and it is more often than not.
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So Ranger responded to my PM, with possibly one of the most brilliant and helpful messages I've ever seen. It's put things in perspective and shown me (as many of you on this thread have pointed out) that he's just trying to help.

Thanks Ranger!
 
b1gstan said:
So Ranger responded to my PM, with possibly one of the most brilliant and helpful messages I've ever seen. It's put things in perspective and shown me (as many of you on this thread have pointed out) that he's just trying to help.

Thanks Ranger!
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He's a good guy...
 
b1gstan said:
So Ranger responded to my PM, with possibly one of the most brilliant and helpful messages I've ever seen. It's put things in perspective and shown me (as many of you on this thread have pointed out) that he's just trying to help.

Thanks Ranger!
Click to expand...

Go write 'ranger rocks' on the board and go sit in the corner and think about what you have done young man!
 
MickeyD said:
He's a good guy...
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How do you know he's a good guy?

I have this impression of ranger as the mild mannered TI guy helping us with our "tubes".
Then at night he goes down into his basement. Sits on the couch and loving gazes at the rows of pickle jars with heads in them and has a good cackle. :twisted:

/joke
 
My telkom bill. 4 Mb Uncapped with discounts. The R60 is for calls.
telkom bill.jpg
 
ranger rocks. Don't piss him off and chase away one of the best sources of info on mybb.
 
Wow your discount is huge though...... I only got R289 last month but the new invoice show a discount of only R234..... :(

Sigh guess you are lucky
 
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