yusufdavids
Member
Had the same problem and was told by Emma at 17-20 that i would have no internet till the new month kicks in ,had to buy 1gig axxess at pick and pay to be on the net now.
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(Urgent) ADSL cut off
- Thread starter Justin223
- Start date
MickeyD
RIP
Am awaiting ranger's response before commenting...
Yes, please Justin, let's see it.
yep, there definitely is a need to some idea from TI what is happening - my gut is that there is a minor internal communication failure rather than a policy decision to pull a Hershaw
In the meantime though between the ISP community there is a need to prevent a situation where people are without broadband connectivity because of a failure at a single provider. This is why Afrihost's 1Gb free account (with the sole price of being on their customer database) is such a valuable contribution to the industry.
Afrihost's 1Gb disappears the minute you claim a refund or dispute their service from other accounts. In that sense it isn't 'free'.
Webafrica also offers one that doesn't have this string attached.
mypostingid
Active Member
Telkom uncapped not uncapped anymore
I experienced similar to the OP. Also on 2mbps uncapped with Telkom and last month was throttled to 0.2mbps-0.3mbps when I reached about 150gig. Never got any emails or anything to warn of this. Previous months I was uncapped throughout the month. Was told by Telkom that accounts get throttled as of last month but that they can not tell customers what amount of data usage would result in the throttling, only that a 2mbps account will get cut off (hard capped) at 200gig.
The last couple of days the internet disconnected every so often and after each reconnect I checked whether I wasn't perhaps throttled, but speed was still uncapped earlier today. I then got the same message that OP got when I tried to open a web page and couldn't open any other pages either:
"The bandwidth consumption on your uncapped account has reached a stage whereby it is having a negative impact on the general performance of our network. In terms of the Telkom Internet Acceptable Use Policy, your account will be managed in a manner that allows us to optimise network efficiency for all users."
The call centre said I wasn't capped (usage was 140gig), but had to accept the Telkom UAP, after which internet was restored, but speed is definitely throttled. A speed test after service was restored showed speed throttled to 0.07mbps. This is the agreement users have to accept before service is restored:
"Dear Sir / Madam
We confirm that you are currently a user of our uncapped service. Please note that all our uncapped products are subject to the Telkom Internet Acceptable Use Policy ("AUP") which is available to all users. You can also visit http://www.telkom.co.za/general/termsandconditions/index.html to access the AUP.
In terms of the Telkom Internet AUP, Telkom reserves the right to apply restrictions on an uncapped account if a customer's behaviour is determined to be affecting the user experience of other customers on Telkom's network. Examples of customer behaviour which may compromise Telkom's network performance include causing network congestion, running excessive concurrent internet sessions or accessing excessive bandwidth intensive protocols such as peer-to-peer.
Restrictions which may be applied by Telkom in terms of the Telkom Internet AUP include, but are not limited to, throttling a customer's throughput speeds to an appropriate proportion of the actual port speed and / or shaping a customer's bandwidth to limit the use of bandwidth intensive protocols and applications. In terms of the AUP, Telkom further reserves the right to suspend the relevant customer's usage within 24 hours of usage having reached dangerously high levels. Customers who are restricted by Telkom in the aforementioned manner in a calendar month will be returned to full service profile at the beginning of the next month. Telkom furthermore reserves the right to terminate the account of a customer whose usage is continuously affecting Telkom's network performance as a customer of Telkom Internet uncapped products.
In this regard, Telkom has provided you with information regarding your usage status gleaned from a usage tracker tool https://secure.telkomsa.net/titracker/.
This extensive usage negatively impacted the performance of our network and Telkom therefore had no option but to impose throttling measures as set out in the Telkom Internet AUP in order to ensure that other customers' experiences are not compromised.
Should you be of the opinion that your needs are not being met by your current uncapped product we suggest that you consider upgrading to a business offer that is designed for higher usage utilisation and priority on our network.
Kind regards
The Telkom Internet Team"
Not sure how it can be called uncapped. It should just be advertised as a capped account. Note that the agreement mentions shaping, throttling, suspending accounts until the end of the month, and even terminating accounts. Doesn't sound right to me...
I experienced similar to the OP. Also on 2mbps uncapped with Telkom and last month was throttled to 0.2mbps-0.3mbps when I reached about 150gig. Never got any emails or anything to warn of this. Previous months I was uncapped throughout the month. Was told by Telkom that accounts get throttled as of last month but that they can not tell customers what amount of data usage would result in the throttling, only that a 2mbps account will get cut off (hard capped) at 200gig.
The last couple of days the internet disconnected every so often and after each reconnect I checked whether I wasn't perhaps throttled, but speed was still uncapped earlier today. I then got the same message that OP got when I tried to open a web page and couldn't open any other pages either:
"The bandwidth consumption on your uncapped account has reached a stage whereby it is having a negative impact on the general performance of our network. In terms of the Telkom Internet Acceptable Use Policy, your account will be managed in a manner that allows us to optimise network efficiency for all users."
The call centre said I wasn't capped (usage was 140gig), but had to accept the Telkom UAP, after which internet was restored, but speed is definitely throttled. A speed test after service was restored showed speed throttled to 0.07mbps. This is the agreement users have to accept before service is restored:
"Dear Sir / Madam
We confirm that you are currently a user of our uncapped service. Please note that all our uncapped products are subject to the Telkom Internet Acceptable Use Policy ("AUP") which is available to all users. You can also visit http://www.telkom.co.za/general/termsandconditions/index.html to access the AUP.
In terms of the Telkom Internet AUP, Telkom reserves the right to apply restrictions on an uncapped account if a customer's behaviour is determined to be affecting the user experience of other customers on Telkom's network. Examples of customer behaviour which may compromise Telkom's network performance include causing network congestion, running excessive concurrent internet sessions or accessing excessive bandwidth intensive protocols such as peer-to-peer.
Restrictions which may be applied by Telkom in terms of the Telkom Internet AUP include, but are not limited to, throttling a customer's throughput speeds to an appropriate proportion of the actual port speed and / or shaping a customer's bandwidth to limit the use of bandwidth intensive protocols and applications. In terms of the AUP, Telkom further reserves the right to suspend the relevant customer's usage within 24 hours of usage having reached dangerously high levels. Customers who are restricted by Telkom in the aforementioned manner in a calendar month will be returned to full service profile at the beginning of the next month. Telkom furthermore reserves the right to terminate the account of a customer whose usage is continuously affecting Telkom's network performance as a customer of Telkom Internet uncapped products.
In this regard, Telkom has provided you with information regarding your usage status gleaned from a usage tracker tool https://secure.telkomsa.net/titracker/.
This extensive usage negatively impacted the performance of our network and Telkom therefore had no option but to impose throttling measures as set out in the Telkom Internet AUP in order to ensure that other customers' experiences are not compromised.
Should you be of the opinion that your needs are not being met by your current uncapped product we suggest that you consider upgrading to a business offer that is designed for higher usage utilisation and priority on our network.
Kind regards
The Telkom Internet Team"
Not sure how it can be called uncapped. It should just be advertised as a capped account. Note that the agreement mentions shaping, throttling, suspending accounts until the end of the month, and even terminating accounts. Doesn't sound right to me...
genetic
Honorary Master
I don't know how many times it's been mentioned... Telkoms threshold is around 100GB for a 2mbps uncapped line.
mypostingid said:
And again... By signing up for their service you agree to their fair use policy.
If you want true uncapped, get a premium unshaped line.
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ranger
Expert Member
And directly under that is a link to log on to the usage tracker, where, once you agree that you have accepted the AUP and that ypu have been informed that you are in breach of it, you can continue using the internet, but at a slower speed.
The call centre was briefed, and they can also read the entire page to you and accept on your behalf.
The change made last month was to redirect users instead of just applying the AUP without users knowing, and large numbers of users being managed then logging line faults.
wait
@ranger are users being "blocked" until they accept the updated information on the AUP and then given access with the imposed conditions?
Are users being throttled on the basis of an unstated usage amount? (if so (a) why is this number not published, (b) how is the product presented as uncapped in contrast to softcapped products - it is effectively a softcap) Or (and this is what I am assuming until more evidence comes to light, because otherwise the situation changes) is it a case of various factors are put in place which TI essentially flags an account as being outside of their "fair use" precepts?
@ranger are users being "blocked" until they accept the updated information on the AUP and then given access with the imposed conditions?
Are users being throttled on the basis of an unstated usage amount? (if so (a) why is this number not published, (b) how is the product presented as uncapped in contrast to softcapped products - it is effectively a softcap) Or (and this is what I am assuming until more evidence comes to light, because otherwise the situation changes) is it a case of various factors are put in place which TI essentially flags an account as being outside of their "fair use" precepts?
I tried the usage tracker yesterday, but it wasn't working. If Telkom is now squeezing uncapped, the least they can do is get the usage indicator working. If the limit on 2meg is 100Gigs, then tell your customers and rename it capped.
We don't want to find out at around the 17th that streaming and gaming are slow because we used too much. Besides, the 'power user' side of the graph (when it is workign) is way more than I would ever use, so why is my internet slow?
The guys selling the account are also not mentioning any of this on the sales desk either.
If I wanted this hassle, I would have gone to Mweb or Cybersmart - seriously!
ranger
Expert Member
The only change is that users are now redirected until they accept that they have been informed in accordance with the AUP.
Unfortunately:
1)We have found a lot of users don't have correct email addresses on record. Other initiatives will change this in future.
2)Many users complained that they were being managed without being notified, as stated in the AUP.
3)The network field services teams have complained about a lot of unnecessary faults and call-outs because users did not know where to see the usage status, or were unaware of the AUP.
In an ideal world:
- We wouldn't be saddled with an order activation/billing system from 2 and 3 decades ago (respectively)
- Call centre agents actually understand what they were taught
Unfortunately, we don't work in an ideal world, and we were instructed to fix problems 2) and 3) above. Nothing else has changed.
ranger
Expert Member
Okay that part I am cool with - I also suspect that the separations mandated by the Comp Comm settlement means that TI can't use the full customer profile data held by Telkom (both as part of RICA and generally) and so on to keep the pesky other ISPs happy (and pesky ISPs is said here with my tongue lodged in cheek) and so it is yet another instance where TI is prejudiced as a result of dynamics within Telkom Group
My concern with the dependence on the AUP leading into throttling becoming a form of a softcap and a lacking of transparency remains of concern. Naturally Telkom has never presented that they will "never throttle" (unlike MWEB) and ISPA documentation doesn't apply but I do feel that Telkom ought to subscribe to position that a fair use policy on an uncapped account must have sufficient transparency on any thresholds that severely impair the character of the product - on which subject it should also be said the TI really should be an ISPA member (notwithstanding any major institutional weaknesses within ISPA)
[as a matter of disclosure, I am a director of Crystal Web (who has onboarded a person affected by this as a result of their being unable to access the Internet) and am a Telkom Internet customer - a small capped product, and I am a hellraiser where companies abuse consumers]
the cause of consumers being shafted ...
yusufdavids
Member
Been on the site but there is no accept button to accept terms and conditions and support is clueless cant sort out my account and for that reason i am without internet since Monday morning.Wishing Crystal Web was up and running already to sign up now to afrihost or axxess is gonna cost 2 months commitment and i really wanted to try a different isp so another 2 weeks of no internet and surviving of 1gig Axxess prepaid.
ranger
Expert Member
PM me your username and I will accept for you.
Please supply names of any one you talked to in "support".
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diane7
Senior Member
How can I accept without having to be capped.
ranger
Expert Member
You don't need to accept that you, the account owner, have been notified that you are in breach of the FUP if you are not in breach.