Telkom Techs vs Call centre staff?

K

Kalvaer

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Geneva, Switzerland
I've always thought the Call centre staff are the most ignorant, pathetic, incompetent idiots under the sun. Though I am recently beginning to believe their habits are rubbing off on the Techs.

My ADSL line has been a problem line for 6 years now, If it rains, the line goes down. Plain and simple. I returned from the UK on the 6th of Jan, and found that not only was the ADSL line down, but so was the analog portion. I phoned and reported it, and to date NOTHING has been done about it.

2 years ago, they would check, tell you that your telephone line works, so your adsl must work. Right now it seems to be the opposite. I cant get them to fix the analog, and as a result, the ADSL portion syncs at anything from 300-704.

Finally on Friday I got through to one of the managers at the CT call centre, who not only knows what he is talking about, but went ballistic when he checked my call log and history for the last 6 years. I've also had 6-7 techs phone me to make appointments, only 1 showed up (for 5 min, and then said he would be back on monday.. never saw him again). My Tech from monday phoned and told me that he was working on the line and would phone me in 10 min (never did) and then today I get a call from somebody saying they are the Tech who has to work on my line, what's wrong... WTF? Don't they have job cards with info from the call centre on? They used to didn't they?

Anyway, I phoned the Manager right away and asked him what was going on. He seriously couldn't believe what I was telling him. 22 days on (and who knows when the line went down in the month I was actually away), and I still have not got anything fixed?

All my believe in the Techs has gone to sh**, and now it seems I am lucky enough to get decent call centre staff, who want things fixed, but cant get people to do it? So who do you all believe is worse? The techs, or the call centre?
 
Lol I know. Support at 0800375375 is the worst. When the whole Richards Bay DSLAM was off. I called to find out what is happening cause obviously I didn't have internet to check. He started to ask me how many light is on on my router.

Eventually I said the internet light is off cause I have the router in bridge mode so I dial pppoe connections from windows. Then we had a argument cause he is actively denying that the light should be off. It MUST be on if you are connected. The internet light on the d-link on comes on when the router is in router mode and not when its in bridge mode. But yet he argued. Now I'm thinking. Yes he would know cause he was @ my house before. [sarcasm]

I hang up. Didn't even say bye.
 
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Last time I managed to lure a tech to look at my line, he rocked up, took one look at the pole into which my line feeds and told me can't work on it because it's overgrown with vines. Since the pole is in my neighbours yard I'm not sure what he expected me to do.

I've lost track of how many times I've logged faults only to have it closed as "resolved" a few hours later without them actually doing anything.
 
Icarium said:
Last time I managed to lure a tech to look at my line, he rocked up, took one look at the pole into which my line feeds and told me can't work on it because it's overgrown with vines. Since the pole is in my neighbours yard I'm not sure what he expected me to do.

I've lost track of how many times I've logged faults only to have it closed as "resolved" a few hours later without them actually doing anything.
Click to expand...
Sounds like what I have now. The cable is physically broken, in a neighbours yard. And they can never get access to the yard. What if this neighbour has gone away on vacation for 6 months? Funniest was some call centre idiot 2 weeks ago asking me if I wouldn't go find this neighbour (Yet they cant tell me WHICH one) and ask them to please wait for a tech (who never arrives).

Somebody mentioned to me that Telkom now has to pay a fine if a fault has been open for more than 4 days? How true is this? Because if it is.. I am for once NOT going to let them close this fault until its fixed. Even if it takes me 2 years.
 
Can relate, i been having a issue with my adsl where at peek times my latency to local sites i.e telkom.co.za was average ate 1000ms ping, you call the call centre to say you have a high latency issue you get asked how many lights is on. They also don't understand the word intermittent, they sent out a techy to look at your latency issue, he puts the line tester on the line and say the line is fine, and logs the call as resolved.

can't seem to sort my problem out, it's been 3 months.
 
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