Useless Telkom Technicians

Kosmik

Kosmik

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1 month down and still no resolution after 3rd fault log:

Nov 10 19:48:35 kernel: ADSL link down
Nov 10 19:48:37 kernel: ADSL G.994 training
Nov 10 19:48:38 pppd[460]: Clear IP addresses. Connection DOWN.
Nov 10 19:48:38 pppd[460]: Clear IP addresses. PPP connection DOWN.
Nov 10 19:48:41 kernel: ADSL G.992 started
Nov 10 19:48:44 kernel: ADSL G.992 channel analysis
Nov 10 19:48:48 kernel: ADSL G.992 message exchange
Nov 10 19:48:48 kernel: ADSL link up, fast, us=512, ds=3744
Nov 10 19:48:50 pppd[460]: PPP: Sending PADI.
Nov 10 19:49:04 pppd[460]: PPP: PADO received.
Nov 10 19:49:04 pppd[460]: PPP server detected.
Nov 10 19:49:04 pppd[460]: PPP: PADS received.
Nov 10 19:49:04 pppd[460]: PPP session established.
Nov 10 19:49:06 pppd[460]: PPP LCP UP.
Nov 10 19:49:07 pppd[460]: Received valid IP address from server. Connection UP.
Nov 10 19:53:26 syslog: User from 192.168.2.3 time out
Nov 10 19:54:28 kernel: ADSL link down
Nov 10 19:54:29 kernel: ADSL G.994 training
Nov 10 19:54:31 pppd[460]: Clear IP addresses. Connection DOWN.
Nov 10 19:54:31 pppd[460]: Clear IP addresses. PPP connection DOWN.
Nov 10 19:54:33 kernel: ADSL G.992 started
Nov 10 19:54:36 kernel: ADSL G.992 channel analysis
Nov 10 19:54:40 kernel: ADSL G.992 message exchange
Nov 10 19:54:40 kernel: ADSL link up, fast, us=512, ds=3808
Nov 10 19:54:42 pppd[460]: PPP: Sending PADI.
Nov 10 19:54:42 pppd[460]: PPP: PADO received.
Nov 10 19:54:42 pppd[460]: PPP server detected.
Nov 10 19:54:42 pppd[460]: PPP: PADS received.
Nov 10 19:54:42 pppd[460]: PPP session established.
Nov 10 19:54:42 pppd[460]: PPP LCP UP.
Nov 10 19:54:46 pppd[460]: Received valid IP address from server. Connection UP.
Nov 10 19:55:03 kernel: ADSL link down
Nov 10 19:55:04 pppd[460]: Clear IP addresses. Connection DOWN.
Nov 10 19:55:04 pppd[460]: Clear IP addresses. PPP connection DOWN.
Nov 10 19:55:05 kernel: ADSL G.994 training
Nov 10 19:55:09 kernel: ADSL G.992 started
Nov 10 19:55:11 kernel: ADSL G.992 channel analysis
Nov 10 19:55:16 kernel: ADSL link up, fast, us=512, ds=3680
Nov 10 19:55:18 pppd[460]: PPP: Sending PADI.
Nov 10 19:55:18 pppd[460]: PPP: PADO received.
Nov 10 19:55:18 pppd[460]: PPP server detected.
Nov 10 19:55:19 pppd[460]: PPP: PADS received.
Nov 10 19:55:19 pppd[460]: PPP session established.
Nov 10 19:55:21 pppd[460]: PPP LCP UP.
Nov 10 19:55:21 pppd[460]: Received valid IP address from server. Connection UP.
Nov 10 19:55:42 kernel: ADSL link down
Nov 10 19:55:43 kernel: ADSL G.994 training
Nov 10 19:55:45 pppd[460]: Clear IP addresses. Connection DOWN.
Nov 10 19:55:45 pppd[460]: Clear IP addresses. PPP connection DOWN.
Nov 10 19:55:48 kernel: ADSL G.992 started
Nov 10 19:55:50 kernel: ADSL G.992 channel analysis
Nov 10 19:55:55 kernel: ADSL link up, fast, us=512, ds=3648
Nov 10 19:55:57 pppd[460]: PPP: Try to connect to PPP server ...
Nov 10 19:55:57 pppd[460]: PPP: Sending PADI.
Nov 10 19:56:05 pppd[460]: PPP: PADO received.
Nov 10 19:56:05 pppd[460]: PPP server detected.
Nov 10 19:56:05 pppd[460]: PPP: PADS received.
Nov 10 19:56:05 pppd[460]: PPP session established.
Nov 10 19:56:07 pppd[460]: PPP LCP UP.
Nov 10 19:56:07 pppd[460]: Received valid IP address from server. Connection UP.

'nuff said. If the world ran like Telkom, we'd all be dead. :mad: Anyone have any suggestions to get these guys to actually do their jobs? I was supposed to be contacted by some network engineer but still nothing and the techs just close the fault so they can pass it up the line.
 
Your title is off. It should be labeled: Telkom Technicians. I'm yet to find one who wasn't useless. In fact, I did manage to get a call from a technician once. He referred to my Broadband connection as "that ADSL thing". Needless to say, he wasnt much help.
 
Check for noise on the line or CRC errors, I had a similar problem and Telkom could not trace it, so I traced the physical line and found a nice little break in the sleeving on my actual telephone line. Lets just say the fault was resolved within a week of the reporting of that physical fault.

Another thing is that the ds value is not correct, should be 4096 for a 4mb line, ask Telkom to drop the line speed and test, if that works, you got noise.
 
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i went through 3 months of constant ADSL problems.

I kept calling. Eventually i got a call from a very clued up gent.

He is part of a quality department. He ended up coming to my place & took pictures to show it was not my equipment causing the problem.

I also found out that i was not the only person with problems. Fortunately there is a hospital in the street near me & they also had problems.

The end result was they built a new ''blue street box'' & problems are now gone :)
 
R4tt3xx said:
Check for noise on the line or CRC errors, I had a similar problem and Telkom could not trace it, so I traced the physical line and found a nice little break in the sleeving on my actual telephone line. Lets just say the fault was resolved within a week of the reporting of that physical fault.

Another thing is that the ds value is not correct, should be 4096 for a 4mb line, ask Telkom to drop the line speed and test, if that works, you got noise.
Click to expand...

My problem is not really my line speed, it's the constant disconnects. And they only happen when I either try and maintain a stream of data ( gaming, you tube etc ) or a vpn. Otherwise I can download and browse. It's not a new line, had it for over 5 years ( 3 of those @ 4Mb ). This has only been an issue since 2nd week October but it is a real pain to actually get them to understand the problem. I think a recent storm hurt something in the exchange and it only shows under load. I'm also less than 3Kms from it so distance is not and has never been an issue. Line stats out of intrerest sake:

DOWN UP
Noise margin (dB) 9.4 13.0
Output power (dBm) 8.9 19.4
Attenuation (dB) 46.0 27.0
 
Your SNR is too low. Either your modem is borked (or more likely) time to ask them to decrease to 2mbit.

Yes, you've had your 4mbit line for years but nothing stays new forever.
 
Well I never thought this would happen but I have to defend some telkom tech's. I had a guy at my place on Tuesday that was very clued up and fixed my problem quickly. Granted it took him 13 days to get to me but I have a feeling its not his fault but rather their crazy support system.

Tip: Escalate your fault the day after you logged it and keep on doing so till you get a human response. Be nice to whoever phones or emails you and you will be sorted out.
 
I've had good technicians and I've had bad. Either way I feel kinda sorry for them (but not too much...) they have to continually fix Telkom's ageing network with very little backup from management and the operators who answer the phones and log the faults are generally retards who do it wrong in the first place.
 
UnUnOctium said:
Your SNR is too low. Either your modem is borked (or more likely) time to ask them to decrease to 2mbit.

Yes, you've had your 4mbit line for years but nothing stays new forever.
Click to expand...

Cycling down does not help. One of the earlier faults in this list was the line constantly synching all the way down to 640k and then still trying to go lower. No matter the connection speed, the line cannot maintain a connection under load, even if the analogue phone is picked up, the line disconnects.

Nothing stays new forever is rubbish when people are renting a service. You rent, maintenance of the network is the responsibility of the entity providing the service. Their technicians don't even admit their is a problem or that there is noise on the line.

Don't get me wrong, I've had some great help from their techs before but going a month like this with half-assed responses is enough to try the patience of a saint.
 
To tell my Story of Last week with a Tech not doing his job and the issues I am having at this moment getting it resolved will have this server's hdd space filled up. Coz it is a Like a Novel and not a Short story.

But to sum it up...

The Techi did not setup the Sync speed correctly on the dslam and was to lazy to correct it. (I ran quite a few DSL installations these last few months with out to many problems.). To top it off he placed the process order for the line in 3 day's + weekend after the installation was done (so line synced up but you cant connect using any isp, so data activation was not done). Techi told me that the syncspeed is not his problem and I must call the callcenter at 10212. I have seen quite a few of the installations and I never had to call the callcenter to do a line sync change for a new installation. If the line did not sync correctly the Tech will do the dslam change right there on the spot, and not be all Cocky about it. Call centre could not help me because the Proccess order was not done and the Line was still set to "reserved". So after the LONG wait I could ask for the Sync speed to be changed. ANd the call center started a completly new order after I told them the Techi did not do his job and the call was still open(It was not and the call was closed). I did a Nice full circle of all the telkom Callcentre number's and the bucket was passed many time's until my Fuse where up... Looks like things only get done when you get mad and lose it completely. the lets be nice and things get done quickly does not work with Hellkom.

For those of you that want to know all of the call centre numbers and business hours here they are :

10219 - Orders and Other useless info : Office ours : 7-18:00 Mon - Fri
10217 - Business callcenter - for business lines and adsl related queries : Office ours : 7 - 18:00 Mon - Fri
10210 - Accounts - for all Account related problems : Office hours : 7 - 18:00 Mon - Fri
10212 - Fault reporting - for Physical and Adsl Faults : Office hours : 7 - 18:00 Mon - Fri
0800 375 375 : DSL 384 - 4mb and Technical support : Office hours : 24/7
0800 500 200 : 10mb subscriber Technical support : Office hours : 24/7
 
Flock of Rabid Sheep said:
I've had good technicians and I've had bad. Either way I feel kinda sorry for them (but not too much...) they have to continually fix Telkom's ageing network with very little backup from management and the operators who answer the phones and log the faults are generally retards who do it wrong in the first place.
Click to expand...

The problem is more complex than stupid operators. You can sit on the phone and patiently explain the fault to someone, or dictate it word for word. Then the copy doesn't ever reach the technician who is assigned to deal with it. He just sees "Line Fault" and needs to visit your house to see if Telkom can blame the customer first. The technicians have very little training and don't have much understanding beyond what an automated test package tells them. The whole systems needs a review IMHO.
 
Contact centre

Add Internet Telkomsa queries = 10215

0800375375 all hrs support for all speed DSL queries.

Some techs do not grasp knowledge of DSL despite training, many just have attitude. If you unhappy with service, complain with an escalation to the CEOs office, u must record an ARS reference number over your normal fault report number. The fault gets priority over their productivity targets.

There are some complicated faults, techs must escalate to their managers for help or support specialists for advice. Nothing is impossible, they replaced our main cable feed (800 metres of 1200 pair cable) in two weeks after damaged. DSL worked then but telephone did not.
 
I must add guys, I've been contacted with some additional help and we're now trying to actively resolve the issue. So definately kudo's for the guys responding at the mo, is very much appreciated.

Hoping to soon be a happy camper again :D
 
Please tell me you are not in Primrose. They have been at it since 26 Oct and still I have a dead line and no connection at all. Luckily, Cell C bailed my ass out today
 
GreGorGy said:
Please tell me you are not in Primrose. They have been at it since 26 Oct and still I have a dead line and no connection at all. Luckily, Cell C bailed my ass out today
Click to expand...

Lol no, but I've been at it since 11/12 October :(
 
HI Dosti, please advsie how to obtain a ARS ref number. I dial the 0800375375 number to escalate my query, when I asked to log a query with an ARS ref, the Helkom call centre claimed not to know what I was talking about.
 
Skywalker786 said:
HI Dosti, please advsie how to obtain a ARS ref number. I dial the 0800375375 number to escalate my query, when I asked to log a query with an ARS ref, the Helkom call centre claimed not to know what I was talking about.
Click to expand...

Just tell them you want to escalate the fault.
 
if you reported the fault, Pm your tele number. ARS case is an escalation to exec office for attention after a normal multiple repeat report. They supposed to log the ARS on another system known as the action remedy system, guess those agents will have no clue what u talk about. only Monday for me.
 
We got a few telkom tech who works for us. The most don't want to work, apparently the contractors to the job and telkom tech just sign off.
Fault finding is out.
 
\o/ My line appears to be finally fixed. Had some great help from a tech who worked for 3+ hours trying to track down my fault. Eventually he replaced the pair going into my flat. Now I'm back up and running , 4Meg happy and stable :D I just hope it stays fixed but things are definately looking good. There is hope out there people! Posting here gets a great response.
 
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