Telkom Issues - Assistance Required

[the_saint]

Hi Guys

Hopefully I can get some advice here. For the past few months I have had terrible internet access where at times I connect at under a MB in speed. At present I am suppose to be on a 10MB account. On first logging this issue some time in May the poriginal fault was opened for about 4 months before a consulatnt closed it and since then its been a roller coaster of opening and closing calls, getting told a technician will be in touch but with no such luck as a technician has not attended to this issue for over 6 months now.
Based on the various feedback I did manage to get between the call centres and the twitter replies I have realised that there is a line problem ( esat cable that is not working) , however no one can tell me how long will it take to repair if it will even be repaired. And I am still paying for the full service although I'm not even recieving 15% of the service on most days.
Is there a way where this can be escalated to someone who can actually assist. Between the call centres and twitter it always stops by the technical team.
Surely after 6 months there should be someone who I can report this as this is ridiculous.
Any assistance would be greatly ppreaciated.

 

[Johnatan56]

Welcome to the forum,
Why don't you try and order a new line, once it gets installed cancel the old one if you are sure it is the physical line(the copper ADSL line) that is the issue.

Before you do that though, would you mind posting your line stats, a tracert and ping test to mybroadband.co.za and could you check if there is any crackling on the phone when making calls?
Also, who is your ISP and what package are you on?

 

[ghostR]

hmm

tl dr

 

[Johnatan56]

hmm

tl dr

Then don't comment.

 

[FNfal]

Every time they close the fault report it again .
This will eventually activate the automatic escalation procedure and mess with their stats .

 

[the_saint]

Hi Johnatan56

Thanks for the response. These are the results of the tests:

C:\>tracert www.mybroadband.co.za

Tracing route to www.mybroadband.co.za [104.20.72.110]
over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 192.168.0.1
2 321 ms 74 ms 27 ms tbnb-ip-bng-1.north.dsl.telkomsa.net [105.224.216.1]
3 * * * Request timed out.
4 32 ms 31 ms 31 ms 105.224.0.130
5 34 ms 32 ms 33 ms ipc-aggr-1.north.telkomsa.net [105.224.0.13]
6 31 ms 30 ms 31 ms jb1-pr-02-te0-1-0.net.telkomsa.net [105.187.249.2]
7 38 ms 32 ms 31 ms cloudflare.jb1.napafrica.net [196.46.25.198]
8 32 ms 35 ms 33 ms 104.20.72.110

Trace complete.

C:\>ping mybroadband.co.za

Pinging mybroadband.co.za [104.20.72.110] with 32 bytes of data:
Reply from 104.20.72.110: bytes=32 time=307ms TTL=57
Reply from 104.20.72.110: bytes=32 time=320ms TTL=57
Reply from 104.20.72.110: bytes=32 time=290ms TTL=57
Reply from 104.20.72.110: bytes=32 time=33ms TTL=57

Ping statistics for 104.20.72.110:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 33ms, Maximum = 320ms, Average = 237ms

C:\>


There is a crackling sound on the phone line as well which at times is so bad that it makes the phone line unusable. I also have screenshots for the past few months which shows the speeds at which I am connecting, mostly these are speeds that are no longer even offered by Telkom.
I have a Telkom (100GB Capped Account) & WebAfrica (250GB Account) accounts and the issue remains no matter which account I use, however until the issue is resolved I am using the Telkom account to avoid being bounced through ISP's.

Based on the above results would you advice to still use the option of ordering a new line?

 

[the_saint]

LOL ghostR and here I though I did a pretty good job of summarising a 7 month old problem

 

[the_saint]

Thanks for the response FNfal
I thought of doing that but one of the calls were kept opened for 3 months with no escalation that took place. My current fault is opened for over two weeks and has only been allocated to a technician 2 days ago, since which i have had no response.
I dont think there is any accountability in Telkom.

 

[MickeyD]

There is a crackling sound on the phone line as well which at times is so bad that it makes the phone line unusable.

This is what you must report faulty. Don't even mention ADSL.

Tell them that you suspect that there is a dry joint on your line that is making your voice service unbearable. Demand that they do a FULL line test on your physical line to see if there is a short to earth.

 

[the_saint]

Thanks for the assistance thus far. I have tried all of the above. In regards to cancelling my current line it seems that a telkom staff member made an error by committing me to a 24 month contract although the request clearly states its a month to month contract. First need to get that sorted.
As far as reporting just the telephone line being faulty I got hold of a call centre agent but after being put on hold 3 times and spending more than an hour on the phone they cut me off. Finally after trying a second time I got hold of an agent who promised me that the area manager will call me tomorrow.
Hopefully tomorrow i should get some feedback in this regard, if not the only other options i can think of is reporting this to the NCC and Department of trade and industries as I think I have run out of avenues??? Dont know if that will make any difference.