Telkom Service - One Call, One Ticket, Same Day Fix

[Toby]

My ADSL Line was having a lot of resets (IPCOP Logs Supported this) and the phone line was "scratchie".

Phoned Telkom on 27th November 2006 and logged a call. Was given a Ticket Number and Recieved a SMS from the Help Desk system with the Ticket number, confrming the request. Decided to not followup and left it at that

Today the 1st December 2006, Telkom phoned my home, and said someone will be outside my gate in half an hour. Half an hour, two techies rock up, look at problem, climb tree's, telephone poles etc etc and go exploring

Three hours later, problem fixed.

3 working days to fix problem, without shouting and screaming, and the crew was professional. Have they now decided to do something about their service, with Neotel on the horizon.

It should be One Call, One Ticket, Same Day Fix, but hey, it is getting better

Anyone else had this type of experience.

 

[terencevs]

Impressed!

 

[skydog]

3 days! i guess guess for telkom standards that is exceptional but for normal standards I would not accept that. amazing, we get jaded into believing that any response time under a week is good.

 

[BTTB]

Earlier this week our ADSL went out of synch.
When you picked up the phone there was dialling tone, but the ADSL was out.

On the pole was a Telkom Techie.
Spoke to the fellow who was polite and sympathetic to the problem.
Telkom have recently changed the cable from the exchange to the pole and that day was the big wire transfer. In the ensueing process of exchanging wires they "forgot" to port our line into the DSLAM according to the Techie.
The chap that was on the pole phoned the other dude in the exchange and told him what he thought had happened which turned out to be the case.
Before he left he said the other Techie will phone us before he goes home to make sure our ADSL is connected, which he did and it was all in order again.

Basically that was same day service without having to make a single call, but then on the other hand the Techies at the exchange should have remembered to port the new wires into the DSLAM.

 

[kaspaas]

It should be One Call, One Ticket, Same Day Fix

Not the same day - same hour a techie should arrive.

About a month ago all our office lines went down with a single bang. It took a mere 20 minutes to report is as the operator insisted I had to report each line separately and get a reference number for each line. Luckily we don't have that many lines.

Anyway, 30 minutes later the lines were working again. But I'm still waiting for Telkom to call and confirm that the problem was actually resolved.

 

[Toby]

Telkom Actually followed up as well - Pigs are starting to fly

Yesterday 2nd December - A SATURDAY, I got a FOLLOW UP phone call, checking to see if I was happy with the Service Delivered, and asking if the Ticket can be closed.

I nearly fell of my chair

The times, the do seem to be a changing

 

[Syndyre]

Our phone line went down a while ago, was totally dead. Phoned on Friday, on Saturday morning a guy arrives to fix it and actually did fix it! Surprising from Telkom!

 

[MrG]

I called Friday morning to be moved from

ADSL 512
Telkom Closer Option 3

to

Telkom Closer Option 5

-> Line still syncing at 512/256 this morning 9AM. Lets see if it happens tommorow.

 

[Syndyre]

Good luck!!

 

[MrG]

Was just upgraded...

DSL 4096/384 Speed Tests

Gamco:
3.44 Mbps - which means you can download at 439.84 KB/sec. from our servers.

Look right... been downloading and looks like it maxs at 440kb/sec

 

[Syndyre]

Was just upgraded...

DSL 4096/384 Speed Tests

Gamco:
3.44 Mbps - which means you can download at 439.84 KB/sec. from our servers.

Look right... been downloading and looks like it maxs at 440kb/sec

Cool, enjoy, should be able to get a lot out of the last session of those Telkom accounts now.

 

[MrG]

lol, indeed

 

[skydog]

Was just upgraded...

DSL 4096/384 Speed Tests

Gamco:
3.44 Mbps - which means you can download at 439.84 KB/sec. from our servers.

Look right... been downloading and looks like it maxs at 440kb/sec

looking at the dates looks like you were upgraded sameday

damn wish i could even have a trickle of ADSL.
1.5 year + 25 phone calls= No ADSL
under normal circumstances what would the solution to this waiting for ADSL be?
go to the competition right?
oh sorry forgot no competition

 

[MrG]

That must really suck if you cannot get Telkom to do a thing. A friend of mine down the road from me, and really I can walk to him in bout 10 minutes.

He ordered ADSL, waited 8 months to actually be installed. you say you been waiting 1.5 years for them to actually take an application? They just dont have the infrastructure?

 

[skydog]

That must really suck if you cannot get Telkom to do a thing. A friend of mine down the road from me, and really I can walk to him in bout 10 minutes.

He ordered ADSL, waited 8 months to actually be installed. you say you been waiting 1.5 years for them to actually take an application? They just dont have the infrastructure?

they came up with excuses like fiber running from exchange to outside the office park. then i found out from a techie that i had copper all the way.

but each time i put an app in and then they would cancel it when the conformance test "failed"
finally 3 months ago i made application and they said they were putting more ports on the exchange. 2 weeks ago they said everything is now ready and they say they have allocated me a port and passed it on to the scheduling department and they will call me for an install date. I wait

I wonder whether they will phone me before Christmas turkey

 

[skydog]

That must really suck if you cannot get Telkom to do a thing. A friend of mine down the road from me, and really I can walk to him in bout 10 minutes.

He ordered ADSL, waited 8 months to actually be installed. you say you been waiting 1.5 years for them to actually take an application? They just dont have the infrastructure?

MR G you will be happy to know that I finally got my ADSL line

 

[Leno]

You get to eat your xmas turkey while connected