TelkomZA

Hi TelkomZA, pleast help with my exchange.
For the last few days in the evening I've been noticing massive latency spikes starting at around 18:00.
The ping could be anywhere from 100 to 500 over a couple of seconds.
I do believe the exchange is congested (as I've had this problem before and did various ping tests to prove it).
I live in Rondebosch which is right under UCT and it would appear that now that all the students have returned there's significant load on the exchange.
The exchange is
Name: Rondebosch
Code: WRBS
Location Code 650
or
http://www.broadbandstats.co.za/exchange/WRBS

I hope there's something that can be done. (Maybe kicking all those pesky students off?! :p)
 
I upgraded from 10Mbps ADSL to 20Mbps VDSL mid-July 2014. Speeds were good (17Mbps+) and latency reasonable (15ms) until 9th January. Then latency jumped to 196ms and speed dropped to 9.3Mbps. After several fixes I was told that I do not, in fact, have a 20Mbps VDSL line, because the exchange that I'm on doesn't support VDSL. It seems that, because the exchange was undersubscribed, they could force 20Mbps. Now the exchange is full and the 20Mbps speed is no longer possible.
Of course, I am still being billed for 20Mbps VDSL. .......
 
ok now I'm reaching the end of my tether... 537Kbps down speed (JHB server), almost no international..please help me, I am getting so frustrated Telkom..
Download Speed: 537 kbps (67.1 KB/sec transfer rate)
Upload Speed: 415 kbps (51.9 KB/sec transfer rate)
Latency: 197 ms
2/23/2015, 10:25:38 PM

All this from a 10Mbps line
 
Hello all,

My Family have been with Telkom as an ISP for about 5 years now, and we are still yet to receive a decent service, and have reoccurring problems with our line connectivity and line speed. I have a 4mb telkom ADSL line, and I have just gotten off the phone with the Telkom internet services (namely 10210) who told me to run a Speedtest to see what my line speed was. The technical support told me to expect a value reading from speedtest in the region of 3.4 mbs. The reading I received from speedtest.net was ONLY 0.43 mbs !!!! thats almost 1/10th of what my speed should be! Please could somebody help me so that this problem can be resolved? Its been an ongoing struggle for years to get a "stable" line, aswell as recieve the line speeds for which we pay for. PLEASE HELP ME!!!!!!
 
Hi, maybe I get a faster response in this thread as opposed to me phoning customer care (I am on the phone waiting for them to answer atm).

An agent came to install my line at the new property on Monday but he couldn't complete the job because the neighbours do not want a phone line running over their property.

The agent told me that Telkom will have to install a pole on my property so that I can get some internet, finally.

My question: How long does it take for Telkom to send someone out to install this pole?
 
5 faults closed and issues still not resolved holding on for call centre for nearly an hour again as no one seems to either be able or want to help :mad:
 
Cartier22 said:
5 faults closed and issues still not resolved holding on for call centre for nearly an hour again as no one seems to either be able or want to help :mad:
Click to expand...

I feel your pain man. This is a disgrace for South Africa. Never ever have I experience such bad service. I logged a call for intermitted ADSL just so the technician can go break my ADSL. I will from now on never complain about a half working line. Rather have a half working line than a no working line. Come on Telkom get your act together. Now I have to phone and wait for more than an hour for something you broke.

I tell you the moment someone have fibre available I will go for that and I will make sure it's not from Telkom.
 
Dear Telkomza, may I respectfully offer you some advice?

I'm talking of your support services, which are:
  1. Helpline 10210
  2. Chat http://www.telkom.co.za/myservices/#talk
  3. Report a Fault https://secureapp.telkom.co.za/assurance/public/logafault

Let's discuss these:

1. A helpline which takes longer than 30 minutes to respond isn't a Helpline, it's an unhelpful line, so this isn't an option.

2. A Chat service which closes down at 19h00 is equally pretty useless. This is exacerbate when the only option given is to cal back the next day. NO NO NO, this isn't support. If you can't cater for later than 18h59 and you cannot see your way for allowing one to at least post a message, then at least default to the 3. below.

3. Report a fault. On the surface this looks like the best option. In fact I used it on Saturday and the problem was sorted the next day. But wait, can Telkom screw up a good solution? Unfortunately yes. After the problem was sorted, the sub got a cryptic SMS:
Dear valued Telkom customer,your service on xxxxxxxxxx has been retested and found to be free of defects.To confirm that your service is working please reply to this SMS with your Telk6 number followed by @W​

WTF!!! How must a sub know what a Telk6 is???? Why use some arb addon of @W? The sub tried replying to the SMS but as she isn't a Telkom technician it wasn't accepted which caused a serious unhappiness.

Well, if replying to the SMS doesn't work, one can simply go online and close the ticket. Nope, Telkom have covered that one too - there isn't an option for that, So maybe one can create a new ticket telling Telkom to close the tickets for the number. Nope Telkom have covered that too - you are not allowed to create two tickets for the same number.

Come on Telkom, this is ridiculous! This non-help, non-support isn't helping you, never mind your clients. Each time somebody tries to get support, they end up having to engage with Telkom multiple times which severely impacts your support resources, which then adds another layer unnecessary work for the support personnel.

If you don't have competent business process analysts, I'm sure you will find a plethora on MyBB. Hell, even MyBB can show you how to create a private messaging system!
 
bekdik said:
3. Report a fault. On the surface this looks like the best option. In fact I used it on Saturday and the problem was sorted the next day. But wait, can Telkom screw up a good solution? Unfortunately yes. After the problem was sorted, the sub got a cryptic SMS:
Dear valued Telkom customer,your service on xxxxxxxxxx has been retested and found to be free of defects.To confirm that your service is working please reply to this SMS with your Telk6 number followed by @W​
Click to expand...
They've changed their systems for the worse then, previously they assumed the fault was fixed and you only replied to the SMS if it wasn't.

This is possibly a result of faults being "inadventently closed" without any action being taken - had a few of those about a month ago.
 
MickZA said:
They've changed their systems for the worse then, previously they assumed the fault was fixed and you only replied to the SMS if it wasn't.

This is possibly a result of faults being "inadventently closed" without any action being taken - had a few of those about a month ago.
Click to expand...

I don't object to the sms, but the content and action are confusing. The reply needs to be as simple as possible. In this case, as the line check OK, why not have the sms say 'may we close this ticket? (yes/no). It's not rocket science!
 
Thanks for sorting out my line so fast, Telkom chat service agents! For a no service issue on my line, a fault was logged and resolved on the same day, today, within hours. Telkom chat service agents have to be commended for service excellence in this regard! :D
 
Cartier22 said:
5 faults closed and issues still not resolved holding on for call centre for nearly an hour again as no one seems to either be able or want to help :mad:
Click to expand...

Same here it is my 6th fault report now and half the time it is closed without them coming here.
 
ichigo said:
Same here it is my 6th fault report now and half the time it is closed without them coming here.
Click to expand...

Well I don't even have a telephone line at the moment. Logged 3 faults so far, nothing has came to me. Is there another viable solution? I'm tired, and willing to change at a cost.
 
please someone from telkom with half a brain solve my issues

Tracing route to telkom.co.za [196.43.22.222]
over a maximum of 30 hops:

1 2 ms 1 ms 1 ms TP-LINK.Home [192.168.1.1]
2 * * * Request timed out.
3 858 ms 79 ms 153 ms ipc-1-up.east.dsl.telkomsa.net [105.229.0.5]
4 591 ms 902 ms 381 ms ipc-1-up.east.dsl.telkomsa.net [105.229.0.6]
5 388 ms 126 ms 281 ms ipc-aggr-2.east.dsl.telkomsa.net [105.229.0.13]

6 872 ms 1090 ms * ndn-ip-hsll-1.telkom-ipnet.co.za [165.165.235.17
3]
7 * 89 ms 59 ms 196.43.39.162
8 583 ms 656 ms 670 ms rrba-ip-bssr-1-ge-2-48.telkom-ipnet.co.za [196.4
3.23.6]
9 779 ms 864 ms 805 ms nbsc-ip-bssr-2-atm-5-0-0-1.telkom-ipnet.co.za [1
96.43.23.34]
10 785 ms 803 ms 846 ms nbsc-ip-rcache-1-vif0.telkom-ipnet.co.za [196.43
.22.222]

Trace complete.

I have logged 3 faults now for the same problem, they keep getting closed with no resolution

Fault ref: 412cnk100315

Please sort this out it has been going on for months, I am honestly sick of having to wait an hour just to speak to some unqualified telephone operator that always ask the same questions.
 
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