Telkom ADSL support falls apart
Feedback from both consumers and Internet Service Providers indicate that Telkom is struggling with a high number of faults on their ADSL network, putting pressure on both their support call centre and technical support staff.
Some sources have said that weekly ADSL faults can run into tens of thousands, resulting in a flood of calls to Telkom's standard ADSL support helpline. According to one source it is not uncommon to see over a hundred thousand ADSL faults in a single week.
Recent testing of the Telkom's ADSL support line revealed that the service nearly always experiences ‘high call volumes’, substantiating claims that Telkom is struggling to handle the number of ADSL support calls.
ISPs struggling
The high number of fault and poor support from Telkom are putting severe pressure on ADSL reseller ISPs. This, coupled with long delays in fault resolution means that aspects beyond the control of the ISP often clog their support centers and unnecessarily incur costs to the ISP.
Irate ADSL subscribers may also unfairly place the blame of service disruptions at the feet of their ISP, an unavoidable consequence in the current reseller model made available to ISPs by Telkom.
Consumers suffering
Many ADSL users have reported prolonged ADSL downtime and the long wait for a helpdesk agent is doing very little to curb this frustration.
Consumers are voicing their frustration. “I held for 45 minutes. Got through to the agent. Once I was through we spoke on the phone for another 50 minutes trying to test the line and get a call logged,” said one Telkom subscriber.
Other comments about the Telkom helpdesk staff include “I waited more than an hour so I decided to hang up and call the next day… same thing” and “Has anybody called the 0800 375 375 number from Telkom DSL Support Centre and got through in a reasonable amount of time this weekend? I tried multiple times and after more than an hour each time gave up & tried again later on.”
Telkom did not provide feedback by the time of publication.
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