Weather disrupts Telkom services
Thami Magazi, Managing Executive: Network Service Management says that while the number of telephone lines currently out of service is not unusual for this time of the year, it is taking the Company longer to access facilities. “In order to restore services, our technicians require access to facilities like street distribution cabinets, connections boxes situated alongside roads, telephone distribution poles and customer premises. The persistent rains make it difficult to reach these facilities, and impede our ability to restore services as quickly as possible.”
Magazi says that Telkom has increased the staff complement in its Fault Handling Call Centres in anticipation of the rainy season. This measure has greatly assisted the Company in dealing with the additional call volumes and maintaining reasonable response times.
Telkom has also mobilised all its available technical personnel who are currently working at maximum capacity after hours and over weekends to address outstanding faults.
To assist customers in receiving the best possible service, Telkom would like to bring the following to their attention:
· Once a customer has reported a fault, Telkom’s systems will manage the process to ensure restoration takes place. However, should a customer wish to make a progress-related enquiry, it is recommended that the fault-reporting reference number be kept handy as this will speed up the enquiry process.
· Telephone handsets, modems and computing devices are deregulated. This means that these devices can be readily purchased at most electronic equipment outlets, including Telkom. Telkom advises customers to only purchase ICASA-approved instruments that have adequate lightning protection. Equipment supplied by Telkom is fitted with lightning and surge protection systems.
· Before reporting a fault, customers must please check their telephone handsets. This can be done by plugging in another instrument to ensure the telephone or any other associated equipment is not damaged. Telkom’s Fault Handling Call Centres are currently receiving a high number of calls relating to damaged equipment.
· Faults can also be logged electronically via the Telkom website
Telkom would like to ensure its customers that every effort is being made to affect restoration of services in a timely manner.
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