Who do I have to beg to get Telkom to install my Poynting antenna?

[BaronBuffoon]

It isn’t surprising that my external antenna, after nearly two months, has STILL not been erected. What did surprise me is the result of getting in contact with Telkom about them sending a technician to install it: the consult I spoke to said that my details are not on their system, then asked me to hold while she called sales about it. When she got back to me, she said that they only install the antenna if the customer has no connection at all. I'd say that I have evidence to contradisct this. If such a proviso were true, how did those on My Broadband who use the service manage to get their Poynting antennae erected? I told the person I was speaking to that there are people on My Broadband who are within the reception area,but still had a Telkom technician install their external antenna, but she stuck to her guns.

I thought that installation was a part of the package regardless of signal strength. I could not find this stipulation in the
Uncapped LTE FAQ. Off-hand, do any of you know whether this condition is buried in the Terms and Conditions?

I have been in touch with My Broadband's Telkom representative [Tebogo] and gave him my contact details on Monday or Tuesday, but have not been called by a technician to arrange a time to have my antenna set up yet.

It is a pity that the Telkom Direct shop across is only good for signing up services these days… :-/

I live upstairs in a double-storey house and am the antithesis of a handyman, so doing the installation myself would be ill-advised.

 

[baasgene]

In the end I installed mine myself

 

[MickeyD]

If I can find out which department is responsible I will assist you.

 

[Paperweight]

I thought that installation was a part of the package regardless of signal strength. I could not find this stipulation in the
Uncapped LTE FAQ. Off-hand, do any of you know whether this condition is buried in the Terms and Conditions?

Yes, it's in the T&C document on the page where you sign up. I don't have it open so I obviously can't tell you the paragraph number but it explicitly says the package includes router, antenna and installation.

 

[BaronBuffoon]

I saw something like that on page 4 of the FAQ, too.

 

[BaronBuffoon]

If I can find out which department is responsible I will assist you.

Thank you.

 

[BaronBuffoon]

I followed up on MickeyD's offer. Here is what I learned from the technician I spoke to:



He said that Telkom handles erection of external LTE antennae as follows: although it isn't stated in the FAQ or Terms and Conditions, Telkom gets a 3rd party company company to see to the installation of the Poynting antenna only if the customer's LTE signal strength is below three bars.

I logged into my Huawei B315 last night to check the strength of the signal I am receiving. In its current position [facing in the general direction of the LTE tower near McDonald’s, Deveraux Avenue], my LTE router gets 3 out of 5 bars, and reports RSRP and SINR figures of -100dBm and 4dB respectively. I’ll try plugging it in elsewhere in my room to say what difference that makes. Good thing I have long network cable stashed away!

Screenshot:



I may be able to get another Telkom technician in to help me to figure out what the best place in my room to position my B315 is.


Update:
Tried it in a number of positions. The best I am going to get is
RSRP: -94dBm
SINR: 8dB

Amazingly, the position I have it in now [close to where it was to begin with, but facing the other way] gives me 4 bars.

 

[MidnightWizard]

T&C -- WTF ?

Amazingly, the position I have it in now [close to where it was to begin with, but facing the other way] gives me 4 bars.

I see you are beginning to learn that ( in SA without pico cells ) LTE WITHOUT a properly installed antenna performance is just not up to scratch.
Why Telkom have the external antenna installation as part of the deal.

 

[BaronBuffoon]

I see you are beginning to learn that ( in SA without pico cells ) LTE WITHOUT a properly installed antenna performance is just not up to scratch.
Why Telkom have the external antenna installation as part of the deal.

Yet I have a Telkom technician and someone from Customer Support tell me that the Poynting antenna is included in case the customer experiences sub-optimal reception. Meanwhile, other people who have signed up for this service were called by Telkom to schedule the installation of their antennae with no questions asked. It doesn't seem fair, does it?

This comes from the Fine Print section of
http://http://www.telkom.co.za/today/unlimited-broadband/



How do you suggest that I take this further? HelloPeter?

 

[Paperweight]

Yet I have a Telkom technician and someone from Customer Support tell me that the Poynting antenna is included in case the customer experiences sub-optimal reception. Meanwhile, other people who have signed up for this service were called by Telkom to schedule the installation of their antennae with no questions asked. It doesn't seem fair, does it?

This comes from the Fine Print section of
http://http://www.telkom.co.za/today/unlimited-broadband/

View attachment 361768

How do you suggest that I take this further? HelloPeter?

They are lying to you and I don't know why. We all got our antennas installed without justification.

 

[MickeyD]

How do you suggest that I take this further?

Take it through the Telkom channels. The guys you chatted to are not in the sales department hence not aware of the product's T&Cs. Log a fault either via 081180 or 10210 and get them to install that antenna.

 

[FlashSA]

@OP: Which street are you in?

Have you considered a self install?

 

[BaronBuffoon]

@OP: Which street are you in?

Have you considered a self install?

Beatty Road in Selborne

I live upstairs in a double-storey house and am the antithesis of a handyman, so doing the installation myself would be ill-advised.

Just the idea of trying to stabilise myself on a stepladder gives me chills.

I clicked on the "Chat to us" link at the bottom of Telkom's website, and opted to chat with somoene from mobile sales. She took down my ID and mobile 'phone numbers, and said that she had sent through my request. I hope that something comes of it.

Now I need to get Telkom to cancel my landline and ADSL service. Faxed my cancellation form through to them [or I thought I did] at the end of March, but when I checked my invoices online, I see that I am being billed for May. Maybe I am going about this the wrong way?

 

[FlashSA]

Beatty Road in Selborne

Top of your chimney (if you have like others in your street do) or roof should easily get line of sight to McDonalds

 

[marhsava]

I am going to install it my self, i have no hope in telkom to come in and do it..

 

[BaronBuffoon]

Top of your chimney (if you have like others in your street do) or roof should easily get line of sight to McDonalds

You know the area fairly well, I see. I hope that the supplied cable is long enough for that.
Will give them a few more days, then nag them again.

 

[FlashSA]

You know the area fairly well, I see. I hope that the supplied cable is long enough for that.
Will give them a few more days, then nag them again.

Do you still use the chimney? Why not climb on the roof, mount antenna to top of chimney and drop the cable down the chimney. Connect up next to the fireplace?

 

[darrencon]

I am going to install it my self, i have no hope in telkom to come in and do it..

Mail Anita DlaminA6@telkom.co.za - she is a supervisor in sales and she was able to arrange my install.

 

[marhsava]

Mail Anita DlaminA6@telkom.co.za - she is a supervisor in sales and she was able to arrange my install.

Thanks , will email her ..

 

[BaronBuffoon]

Mail Anita DlaminA6@telkom.co.za - she is a supervisor in sales and she was able to arrange my install.

Thanks. What information do I need to send her?