Arzy
Honorary Master
Oh well, so my saga continues:
To continue from my original post, I have now been without an internet connection at home for 8 days now. I originally reported the fault on Sunday the 28th of November and to date, Monday 6 December, I have had 4 telkom technicians at my home and spent close on 7 hours holding on either listening to tech supports telephone ringing or that horrid little melody they play.
I have tried almost everything I could think of now, I have even been calling the main technician dispatch in pretoria to try and get something done. Unfortunately it is true that Telkom is absolutely useless and wouldn't know what customer care was if it walked up and punched them in the face.
Anyone who tried to call the Telkom ADSL support center this weekend will know what I am talking about. My fault was already reported, so I just wanted to check the progress(option number 3 on their little menu of choices). In the event that the line wasn't engaged it would just ring for ages, I was actually having a game of it, watching just how long I could let the line ring. The longest I was able to keep it ringing was 11 minutes, then someone at the call center picked it up and put it down again.
Now to recap, I have now had 4 technicians at my home during the week, Thabo, Desmond, Roelf and Charls. The last time they actually came into my house it was decided that the error was with my modem and I should go an replace it. This was on firday night, I had my modem replace by 9:30 on saturday morning, I had my fault reported again by 11:00. It was at this point that Telkom decided that I had commited a crime, judged me, found me guilty and placed me under House Arrest. Yes, House Arrest. I was placed under house arrest for simply wanting to have my ADSL line repaired.
From Saturday morning at 11:00 I was told to stay at home and wait because a technician was comming to fix my line. When trying to call ANYONE to try and find out when he was going to be there my calls were unanswered. When I did eventually get through the times it would take a technician to get to me ranged from, 20 minutes, an hour, an hour and a half or my personal favorite, there already was a technician at my address and nobody opened for him. When I heard this I snapped, as I had been sitting next to my TV all day, from my television room I can actually see my gate and in addition I have CCTV cameras installed around the house with a screen for the gate next to my television. There is no way on earth that someone could come to my gate and I could not see them. After explaining this to the person that was handling my call I was cut off. No response, nothing. She simply put the phone down. This was at 14:00.
It took me to 18:00 again for someone at Telkom to answer the phone. The entire ADSL Support Center seemed to be ignoring my number for this entire period so I was simply dialing 10212 and getting them to try and get hold of someone at ADSL support, on average it took about 8-15 minutes per call just to get someone in ADSL on the line. At this point I was simply told that they couldn't help me and they were putting me through to Fault Status where someone would help me. In 4 hours I was able to speak to a person in the fault status checking thing once. She was obnoxious, rude and untrained to do her job and she simply told me the next avaliable technician would come to my house. I had now been waiting since 11:00 because the technician was already on his way...
During this period I was harrassing the technician dispatch center, but they seem to also just stop answering any calls after a while, so do the people at the escalation center.
At 20:00 I finally recieved a call from Telkom, a technician was on his way and would be there in about an hour or an hour and a half.
At 21:15 the technician himself called and said he was still in springs but would still come to my house that night. I had simply given up at this point and asked him what he thought he was going to do in the dark. He considered this and then rather nicely asked if he could be at my house first thing on sunday morning. I said sure and went to cry.
So Sunday morning arrives and at 8:00 Telkom calls, a good start I would think, I was told that my technician was on his way to my house and would be there in 10 minutes and I should just wait. I waited, at 10 I called and was told my technician was dispatched and would be at my house shortly. At 12 I called and was told my technician had just gotten off the highway near my house. At 13:00 I went for lunch at my girlfriend, Telkom called and said they were near my home. At 14:00 I went home and Telkom called and said they were almost there. At 15:00 my girlfriend showed up and said there was a Telkom truck on the corner of my street but the guys were sitting on the wall smoking and eating. I opened my gate and walked out to them, they got in their truck and drove away. I called Telkom, explained what happened and was told, "Oh, the technician just need to check the exchange quickly". At 17:00 Telkom called again.
Originally Thabo was my technician, he said the fault was at the exchange, supposedly fixed it and my line was working for 3 hours while I was at work. Then came Desmond, he said the problem was with my line in the house, he supposedly fixed it, my line was working for 6 hours while I was at work. The came Roelf, firstly the error was that my exchange was stuck by lightning then he said it was my modem, I went to get a new one, it still didn't work. Then it was Charls, he was supposed to have come to my house on sunday, when Telkom called at 17:00 I was told there was a cable fault somewhere and nothing could be done till today. I am now waiting to see again if anything will happen.
I had to spend the entire weekend at home simply because I wanted my line fixed...nobody ever came...I am now going to start calling again and God help who ever answers the phone.
To continue from my original post, I have now been without an internet connection at home for 8 days now. I originally reported the fault on Sunday the 28th of November and to date, Monday 6 December, I have had 4 telkom technicians at my home and spent close on 7 hours holding on either listening to tech supports telephone ringing or that horrid little melody they play.
I have tried almost everything I could think of now, I have even been calling the main technician dispatch in pretoria to try and get something done. Unfortunately it is true that Telkom is absolutely useless and wouldn't know what customer care was if it walked up and punched them in the face.
Anyone who tried to call the Telkom ADSL support center this weekend will know what I am talking about. My fault was already reported, so I just wanted to check the progress(option number 3 on their little menu of choices). In the event that the line wasn't engaged it would just ring for ages, I was actually having a game of it, watching just how long I could let the line ring. The longest I was able to keep it ringing was 11 minutes, then someone at the call center picked it up and put it down again.
Now to recap, I have now had 4 technicians at my home during the week, Thabo, Desmond, Roelf and Charls. The last time they actually came into my house it was decided that the error was with my modem and I should go an replace it. This was on firday night, I had my modem replace by 9:30 on saturday morning, I had my fault reported again by 11:00. It was at this point that Telkom decided that I had commited a crime, judged me, found me guilty and placed me under House Arrest. Yes, House Arrest. I was placed under house arrest for simply wanting to have my ADSL line repaired.
From Saturday morning at 11:00 I was told to stay at home and wait because a technician was comming to fix my line. When trying to call ANYONE to try and find out when he was going to be there my calls were unanswered. When I did eventually get through the times it would take a technician to get to me ranged from, 20 minutes, an hour, an hour and a half or my personal favorite, there already was a technician at my address and nobody opened for him. When I heard this I snapped, as I had been sitting next to my TV all day, from my television room I can actually see my gate and in addition I have CCTV cameras installed around the house with a screen for the gate next to my television. There is no way on earth that someone could come to my gate and I could not see them. After explaining this to the person that was handling my call I was cut off. No response, nothing. She simply put the phone down. This was at 14:00.
It took me to 18:00 again for someone at Telkom to answer the phone. The entire ADSL Support Center seemed to be ignoring my number for this entire period so I was simply dialing 10212 and getting them to try and get hold of someone at ADSL support, on average it took about 8-15 minutes per call just to get someone in ADSL on the line. At this point I was simply told that they couldn't help me and they were putting me through to Fault Status where someone would help me. In 4 hours I was able to speak to a person in the fault status checking thing once. She was obnoxious, rude and untrained to do her job and she simply told me the next avaliable technician would come to my house. I had now been waiting since 11:00 because the technician was already on his way...
During this period I was harrassing the technician dispatch center, but they seem to also just stop answering any calls after a while, so do the people at the escalation center.
At 20:00 I finally recieved a call from Telkom, a technician was on his way and would be there in about an hour or an hour and a half.
At 21:15 the technician himself called and said he was still in springs but would still come to my house that night. I had simply given up at this point and asked him what he thought he was going to do in the dark. He considered this and then rather nicely asked if he could be at my house first thing on sunday morning. I said sure and went to cry.
So Sunday morning arrives and at 8:00 Telkom calls, a good start I would think, I was told that my technician was on his way to my house and would be there in 10 minutes and I should just wait. I waited, at 10 I called and was told my technician was dispatched and would be at my house shortly. At 12 I called and was told my technician had just gotten off the highway near my house. At 13:00 I went for lunch at my girlfriend, Telkom called and said they were near my home. At 14:00 I went home and Telkom called and said they were almost there. At 15:00 my girlfriend showed up and said there was a Telkom truck on the corner of my street but the guys were sitting on the wall smoking and eating. I opened my gate and walked out to them, they got in their truck and drove away. I called Telkom, explained what happened and was told, "Oh, the technician just need to check the exchange quickly". At 17:00 Telkom called again.
Originally Thabo was my technician, he said the fault was at the exchange, supposedly fixed it and my line was working for 3 hours while I was at work. Then came Desmond, he said the problem was with my line in the house, he supposedly fixed it, my line was working for 6 hours while I was at work. The came Roelf, firstly the error was that my exchange was stuck by lightning then he said it was my modem, I went to get a new one, it still didn't work. Then it was Charls, he was supposed to have come to my house on sunday, when Telkom called at 17:00 I was told there was a cable fault somewhere and nothing could be done till today. I am now waiting to see again if anything will happen.
I had to spend the entire weekend at home simply because I wanted my line fixed...nobody ever came...I am now going to start calling again and God help who ever answers the phone.
