Telkom Technical - Good Service

[BrettR]

After seeing many threads complaining about Telkom's service I just had to relate my recent experience:

1. Logged a fault as my normally stable 6Mb connection dropped to 1.5Mb. Easy online reporting with email and SMS confirmation.

2. Morris, the technician, calls me on Sunday morning about 10AM, he is at the exchange and has reset the port, is there any change ?

3. No change so Morris traces the line from the exchange to my house, testing all the way. He finds that SNR at my house side is very low. He then proceeds to try other line pairs until he finds one with a SNR that he is happy with, driving backward and forwards each time to do testing.

4. Modem syncs again at 6Mb, colour me happy. Time is now after 2PM, Morris still has two calls to make to fulfill his quota.

5. Notice that modem stats which used to report maximum possible sync of 8Mb now reports a maximum of 12Mb.

6. Monday morning early get a call from Telkom, am I happy that the fault is sorted ? Yes, I am.

7. Call 10210, no waiting, get through to tech support (Marlon) and ask about my speed profile. Marlon tells me I am set to 6Mb. Ask to be set to 10Mb, Marlon changes my profile and I am now synching at 10Mb.

Definitely not always doom-and-gloom when dealing with Telkom technicians and technical support.

Cheers,
Brett

 

[MickZA]

Definitely not always doom-and-gloom when dealing with Telkom technicians and technical support.

I agree and checking RPMs current satisfaction polls on Telkoms various ADSL speeds it seems so do many others

Thing is it's usually only bad service that gets reported here hence the prevailing negative attitude toward Telkom technicians which from my experience is generally unwarranted.

Had a chuckle with a Telkom tech the other day, he was telling me that his biggest problem is access to the poles, people won't believe he's from Telkom despite his official ID, logo'ed jacket/shirt and VAN.

His other problem was dogs - "no, my little doggie doesn't bite".... his comment "You try telling that to the dog when you're at the top of the ladder and it's trying to shred your trousers :wtf:"

 

[Tsimo]

on the other had i have been trying to get my DSL sorted for 3 weeks now.
400 ms pings on the first DSL hop isn't healthy...

:-(

 

[walti72]

Well count yourself lucky, I am on day 10, and counting without ADSL.....

 

[Electron1]

Sometimes you get lucky and you are assigned a Telkom tech who cares and who knows his/her stuff and the problem is resolved. Most often though you log a call after a 20 to 30 minute wait, or log via sms, and the fault gets closed silently- this is especially true when you log a call for intermittent speed / line issues.

 

[Walti]

What pisses me off is that there is no communication, if they can tell me it will be fixed in x days fine, but me as an client have to phone after telkom's asses to find out what is happening!

Monopoly is the only thing keeping them alive, and that is why they are so slapgat. Not all of them, but most of them.