Why do we put ourselves through this.....

[uberNoob]

I phoned Telkom ADSL (0800 456 786) for updates today, as I still haven’t had any updates from them on my 2 installs.

The line in Pretoria has apparently been escalated to ‘the ADSL back office’ to arrange an installation date. I asked why this has been marked RFA (Ready For Activation) since 30 May but still no install date assigned and “they don’t know”. I informed them that the line MUST be installed and working by 2nd July (which is what I told them when I applied for it, and they said it will definitely be ready by then), and they said I must just wait for an install date to be arranged.

The story with line in Johannesburg seems to have changed AGAIN. This time, I was told that there is a ‘crisis’ at the exchange, with the ports overheating, and this line has been booked onto a project to fix this problem, and that this project will take a month or two to fix. So... Since applying in late November 2005, a seemingly simple upgrade of an existing line has now been assigned to FOUR (4) different projects......

/sigh

 

[squirrel]

So after reading this I thought I would phone to check up on my ADSL installation. Holding for about 3 minutes, listening to some sick tunes, then the music stops, i'm like "OMFG THIS MUST BE IT!!", ahh nope, a new sick track. Holding, holding, holding, ZZZzzZZzzZzz, "Please hold for the next available agent". 10 minutes later someone picks up, my update: No available ports at the exchange, and no ETA, but I will recieve an update once they know the ETA. OMFG, how long does it take to upgrade the exchange?

 

[squirrel]

Just to add to this, I already bought an ADSL router and all the wireless equipment, now i'm not going to get my ****ing line? Argh!

 

[kaaskop]

Uhm where did I put that box of high explosives again?

 

[Paulr]

So after reading this I thought I would phone to check up on my ADSL installation. Holding for about 3 minutes, listening to some sick tunes, then the music stops, i'm like "OMFG THIS MUST BE IT!!", ahh nope, a new sick track. Holding, holding, holding, ZZZzzZZzzZzz, "Please hold for the next available agent". 10 minutes later someone picks up, my update: No available ports at the exchange, and no ETA, but I will recieve an update once they know the ETA. OMFG, how long does it take to upgrade the exchange?

I HATE that f...ing music that you have to listen to for half an hour........

 

[uberNoob]

You only have to sit on hold for half an hour?!?!?!? You lucky bugger !!

 

[uberNoob]

OMG OMG OMG !!!! Everyone make sure you got snow tires on yer cars. It's gonna snow on Thursday.... Yup... Telkom actually phone ME for a change and apparently they'll be installing ADSL at my place in Pretoria on Thursday (22nd June).

 

[uberNoob]

Well well well.... wouldn't you know it.... Telkom once again shows why they must be the most loathed bunch of incompetent idiots in the country (besides their majority share-holders, that is).

This so-called 'pilot project' that Telkom is embarking on in Pretoria to get ADSL installs down to two weeks max is by using external contractors to do some of the work. On my application, an external contractor was supposed to do the last bit (connect from where the line enters the house to where I want the ADSL to sit), and it was almost 6 weeks after applying, not a max of 2 weeks. Bang goes that idea...

Nonetheless, the technician that was supposed to install the ADSL never actually phoned me today to arrange to meet at the premises to install the ADSL. He/she also didn't show up at the premises. Phoning 0800456786 didn't help either, because all they say is "It IS scheduled for today. The technician will phone you between 8:00am and 4:00pm. We do not have the contact numbers for the technicians."

I would not be surprised if, when I phone tomorrow to *** on someone, they tell me that the application has been marked as completed.

 

[Arzy]

Thought I'd give an update on my situation. As impossible as it seems to be Telkom actually do work over weekends. I called 10219 for a progress update on Friday before leaving my office and just for the hell of it this morning again.

To my utter shock and amazement my possible date of service delivery moved from the 31st of July to the 30th of November during the course of the weekend. No reason could be given for this. I simply just have to accept it.

So yeah, basically an 9 month wait to have anything installed. I'm willing to bet that children conceived on the date I placed my order will be born before I have a line...

Is there anywhere that I can take this request/complaint for installation to a higher level?

 

[uberNoob]

WEEEEEEEEEEEEEEEEEEEEEEEE !!!!! Techie phoned me this morning, arranged for 9am. Showed up EARLY and waited. He installed and tested the line no problem. And the SOLE reason he phoned me, showed up on time, installed and tested without any problems or unnecessary delays?!?!? Because he does not work for Telkom. He is an external contractor.

And now the funny bit, to show how 'on top of it all' Telkom is..... After the Techie had already started working, Telkom phones me and says they want to make a date and time to send a technician to install my ADSL. I said "There's already someone here doing it."...... Telkom - "There is? Eish..... Oh ok."

 

[The_Unbeliever]

And now the funny bit, to show how 'on top of it all' Telkom is..... After the Techie had already started working, Telkom phones me and says they want to make a date and time to send a technician to install my ADSL. I said "There's already someone here doing it."...... Telkom - "There is? Eish..... Oh ok."

Glad to hear you're sorted out.

Man, this sort of thing can lead to Groendakkies experiencing a sudden influx of gibbering patients...

 

[spiderz]

They probibly choose that music based to annoy us on purpose. Can you get phone-rage? (like road-rage) is that an exuce to blow up some music playing thingy at telkom?

 

[uberNoob]

Sorry okes.... I ain;t been spamming this thread coz I actually got my ADSL line in Pretoria installed.... ONE DAY before their promised install time of 6 weeks expired

As I've been living in PTA since the beginning of July, and had access to my brand spanking new ADSL line (which works great by the way), I ain't really bothered with Telkom for the ADSL line in JHB, coz it don't actually help spamming them for updates, coz there ain't any updates to be given.

HOWEVER.... at the end of August, I gotta move back to JHB, and I just realized that means going back to no ADSL

Anyways... latest update is that the Mini-DSLAM has ALLEGEDLY been activated, and they are just waiting for someone to come through and finish the install. So MAYBE I might actually get the ADSL line in JHB before the 1 year anniversary of applying.

 

[uberNoob]

One of the MANY reasons you never get feedback from Telkom could possibly be linked to the lovely little return receipt I have received as detailed below -

Your message

To: xxx xxxxxx (MN); yyyyyy yyy (E); zzzzzzzz zzzzzz
Subject: ADSL xxxxxxx-xx
Sent: Wed, 12 Jul 2006 16:51:38 +0200

was deleted without being read on Wed, 19 Jul 2006 09:28:07 +0200


~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
This e-mail and its contents are subject to the Telkom SA Limited
e-mail legal notice available at

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

It stays in their inbox for a week and then gets deleted without being read

 

[uberNoob]

The saga continues....

After hearing absolutely NOTHING from Telkom about a techie coming through to install my ADSL, I phoned again on 22nd August for an update. I was told that someone would phone me to arrange a techie to come through, and that they had once again escalated it.

Then today, someone from 'Telkom Customer Care' phones me to inform me that the 'project' that my line was booked on (this being the installation and activation of the Mini-DSLAM) would be completed on 14th September, and THEN they would arrange to finish the install. This is after getting TWO confirmations that the Mini-DSLAM had ALREADY been activated.

So, I sent ANOTHER email to TWO 'managers' at ADSL installation dept. asking WTH is going on (and also copied it to a friend in Telkom who works in marketing). All three people read the email, and the ONLY reply I got was from the guy in Marketing, after HE asked someone who DOES know what's happening for an update. He forwarded the update he got to me. So the REAL story is that I actually have to wait for TWO projects to complete before I get my ADSL.....

--------------------------------------------------------------------------------

Good day,

This is the real situation.

You are on the escalation list.

Regards

--------------------------------------------------------------------------------
From:
Sent: Thursday, August 24, 2006 12:55 PM
To:
Subject: RE: ADSL Install Complication

Hi

Order dependant on Mini DSLAM installation At Benmore Gardens, French Ln.

The Mini DSLAM uplink again is dependant on the installation of new 2meg & infrastructure in the Exchange, project nr: .........

The estimated date for the 2meg to be installed is 29/09/2006. As soon as the 2 meg has been installed, the uplinki for the Mini DSLAM can take place, and our order can be released for installation

kind regards

Value Chain Management
Telkom SA Ltd
--------------------------------------------------------------------------------

Names have been removed to protect identities of the few competent people at Telkom or they would be flooded with help requests

 

[uberNoob]

Seems 21st September is gonna be the day Telkom FINALLY installs my ADSL line in JHB.

And the funny thing.... there's a chance I'm emigrating to the UK (you know.... that li'l island up North where they have REAL broadband at affordable prices) in a couple of months time. So I'll probably go and cancel the line after having it for a few weeks... LOL

 

[mac_mac74]

"Why do we put ourselves through this....."

cause unfortunately we have no friggin choice, thanks to ICASA and all those other assholes for dragging their heels about bringing in another operator, unfortunately the name of the game in this country is to rip off the **** out of the consumer (ie. banks, cellphones , motor vehicles) , so dont expect miracles from Neotel either.

 

[koffiejunkie]

Due to your email confirming the installation date of 19th May 2006, I cancelled all my meetings for today, and took a day’s leave to ensure that I would be at the premises to meet the Telkom technician....

Much to my horror (and, understandably, disgust), when the Telkom technician arrived to install the ADSL line, he told me that there was no link from the ADSL box outside the complex to the exchange.

Lucky you, I was in the exact same situation. Took a day's leave (unpaid as I don't have any leave outside compulsarly xmas-to-newyears left), waited like a fool all day, and no one pitched. No one phoned to let me know they're not coming.

After two weeks of phoning around (and a R1500 cellphone bill as a result), I finally got hold of the installation manager for my area, who apoligised sincerely and explained that they have received no order for me. He took my reference number, phoned me later the day to arrange an install date. The technician came, and worked on the line, went back to the exchange and eventually phoned to tell me they have to replace/upgrade the line between the exchange and the box on the corner. Still waiting to hear when this is going to happen...

 

[mac_mac74]

a colleague at the office applied, Telkom responded that they were not sure if ADSL was available, he was then told to apply for ADSL , pay the setup cost, and then they will tell him if ADSL is accessible in the area.

 

[uberNoob]

he was then told to apply for ADSL , pay the setup cost, and then they will tell him if ADSL is accessible in the area.

LOL !!!!

Well... a friend of mine paid a bribe to get her company's ADSL lines installed. She phoned 0800456786 for an an update on hte install of 2 BusinessADSL lines which were 4 weeks overdue, and was given 2 cellphone numbers of people who 'could speed up the delay in installation'. She phoned one of the numbers, arranged for a techie to come through, paid him an undisclosed amount, and had 2 ADSL lines installed and working an hour later. I considered following this route as well, but Telkom is already raping my bank account every month, so why should I have to pay more ????

Anyways.... HOPEFULLY my next and final post to this thread will be tomorrow from my newly installed ADSL line