Up to 20 days to process ADSL speed change request - Why?

[MrG]

Please take note of the following when upgrading or downgrading your ADSL line package.

All Package Change are processed within 10 working days.
The Change is not immediate.
It may also take up to 10 working days for the line speed to be changed.
Your line upgrade may be completed in a shorter period of time, but please note that your billing will only be adjusted at the beginning of next month.
Moving to a faster line speed: You will be charged pro-rata on the difference of the package cost on completion.
Moving to a slower line speed: You will not receive a credit irrespective of the time of the month that the package change has been completed.
Moving to a slower line speed: You will not be charged pro-rata.
Once a package change is submitted, a reference number will be automatically generated.
Afrihost will notify you once the change has been completed.
This will not change your Uncapped data plan, to amend this, please view the My Connectivity section and perform a package change.

I am moving from 2Mbps to 4Mbps ADSL.

I know the port I am currently supports 4Mbps therefore why is there such a long delay in processing the request? Up to 20 working days? Many years ago when my parents moved line speeds Telkom was able to do such changes the same day with a call to them.

I submitted the request on Wednesday.

 

[Sumen]

That's strange, normally they are extremely fast to upgrade you as they benefit from more money.

 

[Geoff.D]

I am moving from 2Mbps to 4Mbps ADSL.

I know the port I am currently supports 4Mbps therefore why is there such a long delay in processing the request? Up to 20 working days? Many years ago when my parents moved line speeds Telkom was able to do such changes the same day with a call to them.

I submitted the request on Wednesday.

Because you have to now contact your ISP (Afrihost), they have to do what they have to do, THEN they have to contact OpenServe, who have to do what they have to do, via a call centre, with non technical persons. In the good olde days, you got straight through to the provider of the ADSL services, got a technical person on the line and he did the change in seconds while you were on the phone ......

The cost of progress ....

 

[flamevector]

i went into the telkom store when i was still on ADSL literally by the time i got home again it was adjusted.

 

[Geoff.D]

i went into the telkom store when i was still on ADSL literally by the time i got home again it was adjusted.

Yes your ISP was/is Telkom? Should have been able to do it over the phone.

 

[flamevector]

nope my ISP was Afrihost and just landline/ADSL through telkom.

 

[Johnatan56]

Because you have to now contact your ISP (Afrihost), they have to do what they have to do, THEN they have to contact OpenServe, who have to do what they have to do, via a call centre, with non technical persons. In the good olde days, you got straight through to the provider of the ADSL services, got a technical person on the line and he did the change in seconds while you were on the phone ......

The cost of progress ....

Erm no.

It changed quite a while ago, it's now:
ISP in charge of line contacts OpenServe, OpenServe upgrades the speed. Telkom ISP doesn't get any special treatment.

@OP
2-> 4Mbps should have been instant though, it's just a quick change that can be done through the portal. Are your line stats too bad that they might have declined it and not gotten back to you on it?

 

[Geoff.D]

Erm no.

It changed quite a while ago, it's now:
ISP in charge of line contacts OpenServe, OpenServe upgrades the speed. Telkom ISP doesn't get any special treatment.

@OP
2-> 4Mbps should have been instant though, it's just a quick change that can be done through the portal. Are your line stats too bad that they might have declined it and not gotten back to you on it?

That is what I said, OP contacts ISP contacts OpenServe ....

 

[Johnatan56]

That is what I said, OP contacts ISP contacts OpenServe ....

Yes, but you stated contact ISP, not ISP in charge of the line.
Little difference, but others might read it and not understand what you've implied.

 

[MrG]

Erm no.

It changed quite a while ago, it's now:
ISP in charge of line contacts OpenServe, OpenServe upgrades the speed. Telkom ISP doesn't get any special treatment.

@OP
2-> 4Mbps should have been instant though, it's just a quick change that can be done through the portal. Are your line stats too bad that they might have declined it and not gotten back to you on it?

Here are my line stats:

 

[MrG]

I was upgraded today, but my line sync has gone from 2555kbps to 4091kbps. I thought (since I am still interleaved and not fast path) it would actually have gone to somewhere between 4500kbps and 5000kbps. How does that work?

 

[Johnatan56]

Here are my line stats:

View attachment 448802

I was upgraded today, but my line sync has gone from 2555kbps to 4091kbps. I thought (since I am still interleaved and not fast path) it would actually have gone to somewhere between 4500kbps and 5000kbps. How does that work?

Could you check your stats on the router instead?

 

[MrG]

Could you check your stats on the router instead?

Updated line stats from Afrhost and router.

 

[Johnatan56]

Updated line stats from Afrhost and router.

Spoiler

View attachment 450558

View attachment 450560

Your stats are great, ASSIA is probably implemented interleaved by default. Not much you can do about it.