Hi everyone, sorry if this is no the correct way to get information on this...But I have recently had my Telkom ADSL line moved about 3 weeks ago. Telkom in all it's efficiency, suddenly last week Thursday deactivated my service...They obviously so efficient, they saw the move order, and becasue a new telephone number was not assigned, they went ahead and deactivated the service, that they thought was no longer in use, which in fact was still in use, and working quite fine. They moved the line, for which our landline number remained the same, which i thought was strange, but it was working, so no complaints. Suddenly last week Thursday, no landline, no ADSL. On to Telkom Chat...i was advised the line was resync'ed and recreated a port and all the usual BS baffles brains nonsense, I Must please monitor in the next 30 mins. For which i had to go home and check, knowing Telkom, i thought better check soon, so that there is still time to restart the process. Alas, on arrival at home nearly 3 hours later, still no service. Back to Telkom chat, only to be told that the line has been deactivated... So, start over, PLEASE REACTIVATE MY SERVICE, sure no problem will be active in 24 hours...this was Friday... Still no service. Today, back to the chat, after a long conversation for UNECESSARY troubleshooting process, which i could not assist with, as i am work, and nothing has changed on the router settings, or cable config. To be told at the end, they can't help with reactivation, I must please call 10213 to have it reactiavted...OK, fine, lets try it, 30 mins holding, and i get cut off, all this from my mobile eating my airtime... I need to add that 6 months ago we tried for nearly 3 months, endless telephone calls, and attempts at online cancellation, we eventually gave up the fight, and extended our ADSL contract for 2 years... Or who knows how long and how much money to have the line cancelled, and then probably still be billed anyhow... We all now know it is impossible to cancel your Telkom services, no matter what they tell you. Their cancellation system does not work, they do not want you to cancel, as it affects their bankrupt bottom line... So now i am on day 5 of no service, and no recourse, or way to get it back online, except call again and hold for 30 mins, then get cut off and then start again. What else can be done, and advice?
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Telkom
- Thread starter rocket_1
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Icemanbrfc
Honorary Master
Having the same issue. Moved my line to the holding pool, and took out the home uncapped package. Order was placed on 5th Feb. up until today, I haven’t received any log in credentials,and my line was also cut 2 days ago for no reason. When I called into sales, they couldn’t help me because their systems were down. Kept on telling me to call back within an hour or 2. Every time I did that, the next one would say call back in an hour or 2. Today they just said they were instructed to tell everybody to call back tomorrow.
I mean, why the hell did you cut my line, that was working fine. My service should not have been interrupted when switching over. To make matters worse, they bill me for the package, which I have not made use of at all
Geoff.D
Honorary Master
So you had a working fixed line service from Telkom, as well as an ADSL service from another ISP?
all that needed to happen was for the ADSL service to be transferred to your "existing" fixed line account?
Icemanbrfc
Honorary Master
Correct yes. My data is with Vox, and I moved to the home uncapped package. As of today, my order with Telkom has still not been completed, yet they have billed me a pro rata amount for it. As said, on top of that, they seem to have disconnected my line. Today will be day 3
yebocan
Honorary Master
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Pfff...same story, as me, with a slight difference...had my service moved to new residence..., all working fine, received first bill post move....ADSL is active, but not being billed for it. Logged several calls, someone is looking into it...-still no resolution. In month 3 of this ****fest...I just pay the usual amount, I always paid, telephony + ADSL service.....and not the less ADSL invoice they send me
Matt91
Expert Member
Is anyone else having connectivity issues with Telkom LTE - theres network connection and you can use WhatsApp but unable to send pics, retrieve e-mail, basically seems like its gone back EDGE speeds. Durban resident FYI.
Icemanbrfc
Honorary Master
I’m on day 4 now. But hey, let’s bill him
Geoff.D
Honorary Master
So, those that have seen my previous posts on this, apologies for repeating it here.
This is why the whole process of transferring line responsibility to an ISP is a very bad idea in the first place.
Especially if you then still kept your fixed line telephone working.
It takes highly trained and skilled people on the front line desks to KNOW what to check for BEFORE doing anything. We know that the entire country is now riddled with incompetence everywhere.
So what happens in the above cases?
You decide to transfer back your ADSL service to Telkom. The standard service activation screens in front of that incompetent worker, just see that and are driven by a bonus system that rewards sign-ups. NO checks are made to see what already exists. So whatever is on the line WILL by default be DISCONNECTED regardless. The system probably allocates a new telephone number even. It is a complete and utter FAILURE of the IT system! (Note the IT industry and its cr@p software designs are equally responsible for this mess!)
Far better for those of you in the boat (and I have said this also many times before) is to simply cancel your existing ADSL service with your other ISP entirely. Then simply add a "new" ADSL service to your existing fixed line service!
This is why the whole process of transferring line responsibility to an ISP is a very bad idea in the first place.
Especially if you then still kept your fixed line telephone working.
It takes highly trained and skilled people on the front line desks to KNOW what to check for BEFORE doing anything. We know that the entire country is now riddled with incompetence everywhere.
So what happens in the above cases?
You decide to transfer back your ADSL service to Telkom. The standard service activation screens in front of that incompetent worker, just see that and are driven by a bonus system that rewards sign-ups. NO checks are made to see what already exists. So whatever is on the line WILL by default be DISCONNECTED regardless. The system probably allocates a new telephone number even. It is a complete and utter FAILURE of the IT system! (Note the IT industry and its cr@p software designs are equally responsible for this mess!)
Far better for those of you in the boat (and I have said this also many times before) is to simply cancel your existing ADSL service with your other ISP entirely. Then simply add a "new" ADSL service to your existing fixed line service!
Icemanbrfc
Honorary Master
This is exactly what i did... I would have assumed that they Telkom would just add on the DSL data package, provide me with login credentials, and off i go. But im guessing they did exactly what you just said above, by cancelling my working DSL line.
i checked this morning, and they have already activated my mobile data, and whatever else, apart from Tin number, which im assuming is the adsl side of it
Geoff.D
Honorary Master
Report your fixed line telephone line faulty. See what happens then. Maybe just maybe you will trigger off some intelligence that way.
Don't elaborate or provide any detail, just say your phone is dead.
Don't elaborate or provide any detail, just say your phone is dead.
Icemanbrfc
Honorary Master
Tried that no luck. Apparently need to wait on this order to be completed ie the Tin number. And yeh I can we apologise, and it can take up to 7 working days to be resolved. I mean FFS , I'm already down 4 days
Icemanbrfc
Honorary Master
If anyone would like to join me in a class act legal action case against telkom please pm me, and we can see what can be done. I'm on day 8 of no service, and no one at any number or dept provided by telkom, is doing a thing to solve this problem. I have called about 8 times from my mobile, each call is over 30 minutes, numerous emails, reported on hellopeter, escalated and escalated... Zero help... This is a breach of contract, and their asses need to be dealt with for a change. You can't even cancel your contract /service yourself, but they are happy to do so because they're incompetent!
ranger
Expert Member
I an no longer at Telkom, and I was on the side that owns the systems that create the "TIN" (Telkom Internet Number), which was the link between the phone billing system and Telkom Internet's provisioning platform.
But, TINs are created by API call to us when the agent correctly completes the order on the "fixed-line" "Order Management System. For bundled accounts, this happens around the time the DSL order is dispatched to WFM or whatever that woul dispatch a technician.
Connect ypur modem as [email protected] with password guest (or the default guest@telkomadsl, password guest) and you should be redirected to a web page where youbcan find if your account is available and rwaet the password if you didn't receive one.
But, usually any problems are due to agent incompetence or the very complex Order Management System and the myriad ways it can fail.
(Some problems may be the consequence of ISPs complaining about retail visibility of DSL services for wholedale.customers (other ISPs) which resulted in the holding pool etc.
Icemanbrfc
Honorary Master
So basically what you saying, is that I should just wait it out... It's frustrating. The rest of the home uncapped package has been set up, apart from the TIN. Why can't it be setup all at the same time?
Now I have to fight with billing as well, to dispute this non service I have been receiving since the 5th February when the order was placed.
I just can't understand why it wasn't just a simple take the line out of holding pool, provide credentials and the package I'm on and boom off I go. But no, they completely cut off my line , and apologise for the inconvenience caused bla bla bla.
I left Telkom for this very reason, ie the incompetence of staff, and thought after hearing some good things, that I will give Telkom another go. Big mistake it seems
Follow Geoff.D`s advice.
Most if not all large organisations in ZA are infested to near saturation by incompetent, non-motivated, unaccountable staff due to a great many reasons.
Some options:
a. Keep good notes of persons you speak to, on what date, at what time. When speaking to supper refer to previous calls in friendly manner. This indicate to some extend your will to succeed. It may help.
b. You could change the line to a business line. This cost +- R100 per month more compared to home. The "system is down" excuse only apply to home customers.
c. Try and gain access to a Telkom technical office. Plead your case.
Most if not all large organisations in ZA are infested to near saturation by incompetent, non-motivated, unaccountable staff due to a great many reasons.
Some options:
a. Keep good notes of persons you speak to, on what date, at what time. When speaking to supper refer to previous calls in friendly manner. This indicate to some extend your will to succeed. It may help.
b. You could change the line to a business line. This cost +- R100 per month more compared to home. The "system is down" excuse only apply to home customers.
c. Try and gain access to a Telkom technical office. Plead your case.
Geoff.D
Honorary Master
[QUOTEBut, usually any problems are due to agent incompetence or the very complex Order Management System and the myriad ways it can fail.][/QUOTE]
This is the prime reason. Equally split between incompetence and complexity of the total BSS management system.