Telkom says that unfavorable weather conditions in the form of heavy rains and electrical storm activity in the Gauteng Region, has resulted in customers experiencing disruptions to their services. This has led to Telkom’s Customer Fault Reporting Centres experiencing a steady increase in call volumes. “Additionally, a large number of progress-related enquiries are also coming through to these centres, resulting in a longer waiting time,” says Thami Magazi: Managing Executive for Network Service Management.
He advises customers that once they have obtained a reference number after reporting a fault, they do not need to call Telkom again as the Company’s internal systems will manage all the faults and ensure that repairs are done.
Magazi adds: “We have embarked on an extensive programme to ensure network reliability and resilience during these adverse weather conditions. To this end, Telkom is mobilising all available technicians to work additional hours in order to address outstanding faults as expeditiously as possible.
Telkom is urging affected customers to take cognizance of the following:
- Once a customer has obtained a reference number after reporting a fault, note it down and keep it handy. Should a customer need to follow up on the already reported fault, please quote this reference number. Kindly note that due to high call volumes, Telkom’s response time to attend to the faults during this period is longer than usual and the Company apologizes for this. In order to alleviate the problem, it would be very helpful if customers limit their progress enquiry calls.
- Customer Premises Equipment such as telephone handsets, modems and computing devices are deregulated in terms of legislation. This means that these devices can readily be purchased at most electronic equipment outlets, including Telkom. The Company advises customers to only purchase ICASA-approved instruments or devices that have adequate lightning protection. Prior to reporting a fault to Telkom, customers must please check that the problem is not with the device. One way of achieving this is by plugging in another instrument to ensure the telephone or any other associated equipment is not damaged.
- On several occasions, especially during electrical storms, routers/modems and computer equipment may experience a malfunction and freeze up. In order to isolate the problem, it would help if customers unplug their ADSL modem/router from the electrical power point. However, should customers continue to experience modem problems, they should unplug the modem and PC and then reconnect them. The computer should then be re-started and the username and password entered, if you connect that way. If the problem persists, the Telkom Call Centre can provide assistance.
- Faults can also be logged electronically via the Telkom website – www.telkom.co.za
“While the bad weather is predicted to continue, we will intensify our efforts to ensure that interrupted services are repaired timeously,” concludes Magazi.