Tracking ISP FTTH orders with Telkom

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Fintan

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Hi

I ordered FTTH with Web Africa a couple of weeks back and received the Telkom order number from them a few days later. Since then I have called Telkom a number of times but have been unable to get hold of anyone who can help me. It seems it is possible provided you manage to get hold of the correct person. I have even managed to get through to Dineo, who is referenced in linked post as one of the right people, but unfortunately she has moved from sales to technical support and was unable to assist.

The outcomes are generally one of e the following:
  • Using the Telkom refernce provided by Web Africa - The order number does not exist
  • Using my landline number - There is no new order on that account
  • Using my ID number - There is no new order on my account

While I don't expect options 2 or 3 to provide any information, I am often prompted for it anyway even though I have explained the situation and provided the Telkom order number given to me by Web Africa.

Can anyone offer some advice on the best way to get some feedback on these orders?

Thanks
Fintan
 
Last edited:
Fintan said:
Hi

I ordered FTTH with Web Africa a couple of weeks back and received the Telkom order number from them a few days later. Since then I have called Telkom a number of times but have been unable to get hold of anyone who can help me. It seems it is possible provided you manage to get hold of the correct person. I have even managed to get through to Dineo, who is referenced in linked post as one of the right people, but unfortunately she has moved from sales to technical support and was unable to assist.

The outcomes are generally one of e the following:
  • Using the Telkom refernce provided by Web Africa - The order number does not exist
  • Using my landline number - There is no new order on that account
  • Using my ID number - There is no new order on my account

While I don't expect options 2 or 3 to provide any information, I am often prompted for it anyway even though I have explained the situation and provided the Telkom order number given to me by Web Africa.

Can anyone offer some advice on the best way to get some feedback on these orders?

Thanks
Fintan
Click to expand...

I ordered through ISPAfrika. Didn't even get a telkom reference nr. Supposedly it wasn't possible to get one as my application was submitted "manually"... whatever that means. It has only been a week and a half of waiting for me, so nothing much compared to some of the others around here. And I know they do say that it might take 1-3 weeks. But not being able to follow up or know what's going on is frustrating. Was really hoping to be online by end of Jan... Holding thumbs!
 
I ordered FTTH through WebAfrica on the 21/01/16 and have received ZERO feedback from them. I have no Telkom order number, in fact, I am flat out actually trying to contact the company. Viewing my order through the Web Portal shows it as a status of 'Pending' where it has been since the 21/01/16.

Totally not happy !!
 
Chris Fox said:
I ordered FTTH through WebAfrica on the 21/01/16 and have received ZERO feedback from them. I have no Telkom order number, in fact, I am flat out actually trying to contact the company. Viewing my order through the Web Portal shows it as a status of 'Pending' where it has been since the 21/01/16.

Totally not happy !!
Click to expand...

Hi Chris

I'm in the same boat though I placed my order on the 12/01/16. I called WebAfrica yesterday and was promised an update in before the end of the day. I have still not heard anything and it is almost 24 hours later. In addition, there have been no updates that weren't solicited by myself other than the original mail that i received when placing the order.

I'm in two minds about cancelling the order and going with another ISP that can perhaps offer some assistance.
 
Just called WebAfrica again, and the response this time is that I will have to wait another 3 weeks for the installation due to the Telkom backlog from December last year. I don't understand how you can get such differing information from different consultants, there doesn't seem to be any kind of confirmed process.

What happens after another three weeks, do I just get additional generic feedback saying "Oh no, I'm not sure where that consultant got that info, but you actually have to wait {current waiting period + 3 weeks} for your install"

Frustrating.
 
I too am considering cancelling with WebAfrica. My concern is that it isn't WebAfrica's fault. Don't get me wrong, their customer service is absolutely non-existent, but if the actual delay is Telkom, then it really isnt going to matter which ISP you go with, you will face the same/similar delay. WebAfrica certainly need some lessons in customer service and keeping people advised of what is going in though.

I too was promised a call today.....still nothing.

I am considering ISPAfrika and data via AfriHost. Waiting on a call from ISPAfrika to see what their leadtime on install is.
 
Chris Fox said:
I too am considering cancelling with WebAfrica. My concern is that it isn't WebAfrica's fault. Don't get me wrong, their customer service is absolutely non-existent, but if the actual delay is Telkom, then it really isnt going to matter which ISP you go with, you will face the same/similar delay. WebAfrica certainly need some lessons in customer service and keeping people advised of what is going in though.

I too was promised a call today.....still nothing.

I am considering ISPAfrika and data via AfriHost. Waiting on a call from ISPAfrika to see what their leadtime on install is.
Click to expand...

I remember reading in another post that ISPAfrika is 1-3 weeks, whether or not they can deliver on that is a different story
 
Chris Fox said:
I too am considering cancelling with WebAfrica. My concern is that it isn't WebAfrica's fault. Don't get me wrong, their customer service is absolutely non-existent, but if the actual delay is Telkom, then it really isnt going to matter which ISP you go with, you will face the same/similar delay. WebAfrica certainly need some lessons in customer service and keeping people advised of what is going in though.

I too was promised a call today.....still nothing.

I am considering ISPAfrika and data via AfriHost. Waiting on a call from ISPAfrika to see what their leadtime on install is.
Click to expand...

Fintan said:
I remember reading in another post that ISPAfrika is 1-3 weeks, whether or not they can deliver on that is a different story
Click to expand...

I originally wanted to order through WebAfrica, tried to get ahold of a sales person, was told I'd get a call back, didn't happen, tried again, nothing so didn't bother afterwards. You do make a fair point that the delay may be with Telkom.

I went with ISPAfrika and AH data. (Mainly cause it worked out the cheapest and AH new network isn't bad I've heard.) Ordered on the 15th of Jan. My installation date is tomorrow. So it's literally exactly 3 weeks since I ordered and I was told 1-3 weeks. (There was a bit of a delay in PE with fibre installations though due to the tech's not having the right equipment so that might have delayed my install.

I'm so excited to have my installation I just hope they pitch ... Weird how one still distrusts a company due to past experience; wondering whether they will come when they said they would.
 
Fintan said:
Just called WebAfrica again, and the response this time is that I will have to wait another 3 weeks for the installation due to the Telkom backlog from December last year.
Click to expand...

Where abouts are you located Fintan?

I am in Hillcrest, Durban....I wonder if I will have the same expected delay?

Think I am calling ISPAfrika today to see what they can do for me.
 
Chris Fox said:
Where abouts are you located Fintan?

I am in Hillcrest, Durban....I wonder if I will have the same expected delay?

Think I am calling ISPAfrika today to see what they can do for me.
Click to expand...

I'm based in Pretoria East close to Woodlands.
 
I cancelled with WebAfrica and applied with ISPAfrika this afternoon.

Totally different experience, was on hold less than 30 seconds....forms emailed to me within minutes....and a confirmation email including the Telkom order number within 30mins. Fingers crossed the 1 - 3 week leadtime is closer to 1 week ;)
 
Chris Fox said:
I cancelled with WebAfrica and applied with ISPAfrika this afternoon.

Totally different experience, was on hold less than 30 seconds....forms emailed to me within minutes....and a confirmation email including the Telkom order number within 30mins. Fingers crossed the 1 - 3 week leadtime is closer to 1 week ;)
Click to expand...

Hi Chris

Thats awesome. Can I ask you a favor, please PM the format of your telkom order number as I have had varying views on the number that was supplied to me from WebAfrica.
 
Fintan said:
Hi

I ordered FTTH with Web Africa a couple of weeks back and received the Telkom order number from them a few days later. Since then I have called Telkom a number of times but have been unable to get hold of anyone who can help me. It seems it is possible provided you manage to get hold of the correct person. I have even managed to get through to Dineo, who is referenced in linked post as one of the right people, but unfortunately she has moved from sales to technical support and was unable to assist.

The outcomes are generally one of e the following:
  • Using the Telkom refernce provided by Web Africa - The order number does not exist
  • Using my landline number - There is no new order on that account
  • Using my ID number - There is no new order on my account

While I don't expect options 2 or 3 to provide any information, I am often prompted for it anyway even though I have explained the situation and provided the Telkom order number given to me by Web Africa.

Can anyone offer some advice on the best way to get some feedback on these orders?

Thanks
Fintan
Click to expand...

One thing to bear in mind is that it's difficult for anyone to track Telkom FTTH orders. My installation was completed today, and the technicians were supposed to be working on another order. Mine couldn't be finished yesterday though due to issues with telephone poles nearby. And they said that their schedules have too many orders placed per day - seldom can they do them all. Apparently people at the Telkom offices think that the technicians can do the same number of fibre orders per day as they can DSL orders.
 
Bryn said:
One thing to bear in mind is that it's difficult for anyone to track Telkom FTTH orders. My installation was completed today, and the technicians were supposed to be working on another order. Mine couldn't be finished yesterday though due to issues with telephone poles nearby. And they said that their schedules have too many orders placed per day - seldom can they do them all. Apparently people at the Telkom offices think that the technicians can do the same number of fibre orders per day as they can DSL orders.
Click to expand...

Vuma books out 2-4 hours per Fibre installation. So essentially 2 a day. They do however have a lot of fibre installers. How many does Telkom have per day, and how long did your install take
 
DERoestorf said:
Vuma books out 2-4 hours per Fibre installation. So essentially 2 a day. They do however have a lot of fibre installers. How many does Telkom have per day, and how long did your install take
Click to expand...

A large part of Wednesday was spend laying PVC trunking outside. Thursday they got the cables fully connected and the equipment in place, and started work on telephone poles nearby that weren't fibre capable. They spent most of this morning finishing the work on the telephone poles and then returned to activate my ONT device and see that I can connect. They had issues with that and it took over an hour.

The installation was scheduled for Monday morning, but those guys lacked the ability to do the trunking work. So it basically took 4.5 days to install - 2.5 days once the trunking people rocked up.
 
Any luck Fintan?

I just wish I knew what the Telkom status's were. I can see my order sitting as 'Executing', no idea what comes after that !!
 
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