Certain customers claimed that because of this, their lines were throttled to lower speeds.<\/p>\n
Telkom’s uncapped packages allow for a certain amount of data to be downloaded at the line’s maximum speed, before lowering this rate to lower speeds.<\/p>\n
The FUP issue appears to be affecting fibre, ADSL, and LTE customers on uncapped packages.<\/p>\n
Capped customers have also complained about errors in data usage tracking, however.<\/p>\n
Telkom portal vs SAIX<\/h3>\n
Several users had noticed excessive data consumption reports on their Telkom customer portal.<\/p>\n
When comparing this with the userstats portal<\/strong><\/a> from the South African Internet Exchange (SAIX), they found major discrepancies in usage statistics.<\/p>\n SAIX’s portal aims to provide the amount of data that is passed through the Internet exchange for your line.<\/p>\n An example of the reported throttling from a MyBroadband reader is detailed below.<\/p>\n “I have been throttled back to level three due to reportedly having used 400GB on one day. This is physically impossible with my 4Mbps connection,” he said.<\/p>\n During the same period, the SAIX portal showed he had used around 7GB.<\/p>\n A MyBroadband Forum user also noticed a huge discrepancy on their 10Mbps uncapped package.<\/p>\n The member posted a screenshot which showed 680GB of usage on Telkom’s user portal, while a combined total usage of 130GB was recorded on the SAIX portal.<\/p>\n The user was then throttled as a result.<\/p>\n A capped user noted that his usage reached 68GB on a single day, despite his ADSL package being capped at 40GB.<\/p>\n He claimed that Telkom had automatically switched over to out-of-bundle rates with no notification.<\/p>\n This issue is similar to an instance in January 2019 when Telkom customers reported discrepancies between their actual usage and Telkom’s statistics.<\/p>\n Users claimed the data counters on Telkom’s portal did not reset after December and continued to stack data usage from the previous month.<\/p>\n Telkom, however, said the issue was with the SAIX counter and it recommended that customers stick to its customer portal for accurate figures.<\/p>\n The users countered Telkom’s stance by using router-based systems to track their data usage, as well as calculations of maximum data throughput.<\/p>\n These showed that it would have been impossible for certain lines to consume the amount of data indicated in those particular periods.<\/p>\n Telkom told MyBroadband that during the first week of January, its fair usage policy was incorrectly applied for a small number of subscribers within the Western and Eastern Cape regions.<\/span><\/p>\n “The impacted subscribers… experienced reduced speeds while using their Internet services and a few were charged for the out-of-bundle usage,” said Telkom.<\/p>\n “The team is busy correcting the FUP and the speeds are being restored per customer. The out-of-bundle charges are being reversed and impacted subscribers will receive notification.”<\/p>\n Telkom Internet uncapped customers have complained about being throttled unfairly due to incorrect Fair Usage Policy implementation.<\/p>\n","protected":false},"author":341042,"featured_media":221555,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5],"tags":[16536,5410,35,109],"class_list":["post-335188","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-adsl","tag-data-usage","tag-fair-usage-policy","tag-headline","tag-telkom"],"_links":{"self":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/335188"}],"collection":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/users\/341042"}],"replies":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/comments?post=335188"}],"version-history":[{"count":2,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/335188\/revisions"}],"predecessor-version":[{"id":335822,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/335188\/revisions\/335822"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/media\/221555"}],"wp:attachment":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/media?parent=335188"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/categories?post=335188"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/tags?post=335188"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}![\"Telkom](\"https:\/\/mybroadband.co.za\/news\/wp-content\/uploads\/2020\/01\/Screenshot-2020-01-15-at-11.23.42.png\")
<\/a><\/p>\nPrevious problem<\/h3>\n
Small number affected – Telkom<\/h3>\n
Now read: Telkom share price hits new lows<\/a><\/h3>\n","protected":false},"excerpt":{"rendered":"