Telkom ADSL self-install confusion
One bone of contention among consumers is that the self-install option will cost customers R 245.80 according to the Telkom website. When Telkom’s Helpdesk was questioned about this charge they said that there is no installation fee when going the self-install route.
In the Telkom tariff explanatory notes it further states that “The charge only applies if a Telkom technician is required to do the installation. The self-install option does not apply to the DSL Bundle options and the DSL Premium/Supreme packages.” [note 16r].
It is however not clear what is meant by this statement and what it applies to as there is no ‘note 16r’ in the Telkom Tariff List.
Telkom cleared up this uncertainty and informed MyADSL that ‘the self-install option is currently being trialed’, and that ‘where it is feasible for customers to use the self-install option it is free of charge’.
Not available everywhere
Another issue raised by consumers is that the self-install option may not be available in all regions. Here Telkom’s helpdesk informed MyADSL that self-install is available in all regions.
Telkom’s corporate communications department however informed MyADSL that ‘the self install option is not currently available in all regions’ as it is still being trialed on a promotional basis.
Long process
In June 2005 Telkom informed prospective ADSL subscribers that “the good news though is that Telkom’s ADSL Self-Install trials are nearing completion and would go a long way to assisting customers set up their broadband ADSL connections faster.”
This gave many ADSL subscribers waiting for an installation a glimmer of hope, but in November 2005 the status was still that Telkom “plans to introduce [an ADSL] self install option”.
Over a year after announcing that the ADSL self-install trial ‘neared completion’, the service is still being trialed.
The fact that there is an “ADSL Self Install and Desktop Support Solution” Tender currently published on the Telkom website may also be a sign that a full launch is not on the cards yet.
This tender asks for the “supply and demonstration of an ADSL Self Install and Desktop Support Tool. The solution will allow for the self provisioning of ADSL broadband to customers, while also providing desktop support for common problems.”
This tender was published on the 1st of August and the closing date is the 21st of August.
It is however encouraging that the self-install option is now available to many new ADSL subscribers and that the service is free of charge, even though it is still in a trial phase.
It is further good to see that Telkom was quick to clear up the uncertainty by responding to questions regarding their service that may have arisen from conflicting information.
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