Telkom dead line repair time rant

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Wyzak

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My line was working on the morning of the 25th, came back the evening and the line was stone dead. There was no lightning in our area on the 25th, however there were at least two Telkom vehicles in the area... My ADSL was down and so was the phone line itself. I drove to the nearest store to report the fault. Fault was logged on the 25th. Yesterday I decided to phone my ISP (to whom I pay ADSL access) and log the fault with them as well. They confirm that they are unable to access my router (duh) and will press Telkom to repair. Nothing happens yesterday.

Log in this morning and the fault status is "Logged with Telkom" - awesome, that's what I wanted to see after an entire day! </sarcasm>

I phone 10210 and after a surprisingly short wait of only 15 minutes I get through to one of the consultants. He checks the average repair time in the area and reports that it is 5 working days, so if I'm lucky my line will be repaired next week sometime...

HTF can he say 5 working days for a repair without feeling incredibly embarrassed about it?! Chances are very high that my line was disconnected by a reckless Telkom technician connecting or "fixing" something else.

This is in the Highveld / Centurion area.

</rant>
 
My dsl line is completely dead in Garsfontein- phone line works though. On day 6 now and no tech has been even assigned to my logged fault yet.
 
Gimaru said:
My dsl line is completely dead in Garsfontein- phone line works though. On day 6 now and no tech has been even assigned to my logged fault yet.
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Would just like to share, ive been on a year and two months with my problem, faults coming and going, but technicians only pitch up every 5 faults or so. Otherwise they just close faults without a care whether or not your problem has been fixed. And also i would like to say, no, these people do not feel shame for their incompetence, because there is no company to stand next to them. They are a massive cloud of monopolous incompetence that will smother us all. Good luck with your telkom lines sirs.
 
5 days later and my fault status is still "Logged with Telkom"...
 
i was phoned on Sat and told that my fault was repaired, and two hours later the same fault happened and twice again later, im starting to think that there is nothing they can do with a fault, and they dont repair them.
 
I've been down for 4 working days now (Edenvale area). This had to happen so close to month end. Not that I can download much thanks to the US government.
 
Venomous said:
there's a diff between 5 days & 5 working days.

don't count weekend days...
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Thank you, I know how to count working days. My point is that the status should have at-least changed to something like "Fault verified with automated testing". It should not still be stuck on "Logged with Telkom" after 3 working days and 5 normal days. Some of the Telkom technicians work over weekends as well btw.
 
I can tell you from past experience that the status will not change so don't bother logging in.Only way you will get some action is to phone the call centre daily,request escalations and after 5 working days insist to speak to a supervisor
 
Apparently a technician was assigned on the 29th. Line is still down, and I haven't heard a peep from the technician.
 
Wyzak said:
Apparently a technician was assigned on the 29th. Line is still down, and I haven't heard a peep from the technician.
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Make sure your cell phone number is updated with Telkom.

Something ridiculously stupid happened with me last year and you may be experiencing the same thing. I called Telkom like a million times and EVERY SINGLE time I would leave them with my cell phone number as the contact number.

Eventually I get a technician after performing and threatening etc. ... when the technician came I was like "dude you guys take forever" and he was like "no, I had your case for a week now but when I called the number we have on our system, they said you no longer worked there"

Yet another example of telkom incompetence and stupidity... if you update your contact details at the call centre, it's not updated with their technicians.. or something like that. I learnt my lesson and I actually force the technicians that come there to give me their own cell phone numbers. When I have a problem now, I call them up on their cell phones until they get a buddy or come themselves.

Really pathetic if you think about it... I mean we pay rates much higher than we should (forcing me to also pay like R100 for an analogue line.... seriously?) and yet the level of service is just so pathetic.
 
I got a call from the technician earlier. He is apparently going to look at it today. I first had to give him directions to my home. Quite shocking that they can install something at your premises and then not know where it is... Hopefully this gets resolved today.
 
The technician appears to have disappeared off of the face of the earth. He phoned me just after 11 and was on his way to my place. It's now 15:32 and I haven't heard anything from him again. The line is still down...
 
Spectacular, I was on the phone to 10210 when the line just went dead. Hit redial and it suddenly redirected me to the business side of Telkom. I hang up and dialed 10210 and the number has been dead ever since.
 
I can tell you that you will get nothing but misery from Telkom.

around the 13th of January our line started dropping quite frequently and so I checked up my router stats and picked up that my attenuation somehow had climbed from 48dB to 55db syncing at 3Mbps!!! and the SNR margins were quite low. I logged a fault with our ISP (as we also have our line through them). then our line went down on the 16th of january (completely dead!!!), logged the fault again changing the status from dropping line to totally dead line. We called Telkom every single day no technician had been allocated the fault and then on the 26th of January my wife contacted our ISP and they said it was not right and contacted telkom to get the problem resolved. theline started working again but now the line has been dropped down to 2Mbps and my attenuation is stil 53dB.

Ironically I would have thought technology would make things better but with Telkom it seems that the dream of a decent line speed and consistent connection is still a utopia to far.

Telkom suck big!!! they can bring out all the deals and sales pitches they want but until they organise their service and customer service division they will always be the bottom of the barrel choice
 
In what area are you Cow?

Heh, Try our line being dead for the past 2 months!

Our line was dead since the 24th of November 2011, they randomly sent me an sms stating that the fault was resolved early January which was not the case since the line was still dead, on the 12th of Jan I had to log the same fault again, we got a dial tone on the 27th in combination with terrible noise on the line.

Our stats are as follows for downstream on a 4meg line


Data Rate (kbps) 1494
Noise Margin (dB) 4.5
Attenuation (dB) 45.8
Output power(dbm) 15.1

Even though there *is* a dial tone, the internet is unusable with no synch or intermittent connections.
I don't know what to do anymore. I have given up phoning their call centre since the people there are useless. Until this day they cannot tell me what exactly is wrong with our line and if they are still busy fixing it or if they are maybe laying new cables or what!

Absolutely revolted!
 
So my telephone line was repaired yesterday, but my ADSL is still down... Technician never bothered to phone me, but I have now managed to get hold of his cellphone number and I will pester him until my ADSL is also working.

I hate it when people don't read. The fault clearly stated that the telephone line and ADSL was down, how the heck does he just repair the one and then leave?
 
(facepalm)
Dear Valued Telkom Customer, your faulty telephone line, 0126xxxxxx has been retested and is found to be free of defects. To confirm that the line is working, please reply to this SMS with your Telkom number followed by @W. If the line is not working, then reply with your Telkom number followed by @F. No reply will indicate to us that the service is not working and we will attend to your fault as soon as possible. Standard rates, T&C apply.
Click to expand...

As I said above, they came out and fixed the telephone line and not the ADSL. Now they want to close the fault... IncompetenceRUs
 
Phoned 10210 again, go through the whole rigmarole where you have to type in your number 2 times and listen to it being repeated to you an additional 2 times. Only to get to the part where you press 0 to speak to a consultant and the line goes dead. Happened twice in a row. It's no wonder their share price is cheaper than 9 roles of toiletpaper.
 
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