Telkom line has been "Jumped"

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LLoydizle

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Hey all.

So I have a Telkom ADSL line at home which got installed about 2 and a half months ago.

Over the past few days, Telkom has been doing some upgrading to the boxes in my complex through some third party contractors.

The problem now is, my internet stopped working. I called the number that was given in a slip put under my door from Telkom and they came to check it out.

I was then told that my number does not even exist on the box. I showed them my Telkom bills and even showed them how my monthly usage from Afrihost and they were completely confused.

Until one guy mentioned that my line was "jumped" when someone from Telkom came over to install it.

He then said that there is nothing he can do and I am stuck with no internet at all...

Can anyone please help me with this?
 
I might be completely wrong here but are they saying that your line is also connected to somewhere else?

Like sharing the line with someone else?
 
catman37 said:
I might be completely wrong here but are they saying that your line is also connected to somewhere else?

Like sharing the line with someone else?
Click to expand...

When they did a search for my number, they were able to find A tone on the box, but there was never coming from the exchange. Instead, my number was being directed to a completely different number instead and they said that technicians do this and it's called jumping.

It's apparently cause the technician who installed my line was lazy and wanted to do a quick job. Now I have no internet cause of it and I have no clue what to do :(
 
Jumper .
They have a jumper in the exchange from port number to the DSLAM and from the DSLAM to the cable pair leaving the exchange ,
Then they have a jumper in the street box from the E side to the V side that arrives at your underground cable pair .

Is your telephone line dead ? ,,,,,,,,,,,,,If so report it .
 
Last edited:
Per Fnfal's post...

Here is a typical Telkom DSL network map (pre-VDSL and FTTH):

Telkom-ADSL-Network.jpg

Your physical line from your modem to the MSAN has several "jumpers" where it is connected to different points in that network.

What Fnfal correctly states is that they have messed up at either the SDC (Street Distribution Cabinet) or the MDF (Main Distribution Frame).

I would say it is at the SDC as the techie in the bakkies do not usually have access tot he MDF. What the "lazy" techie will do when he is allocated a fault that is difficult to fix, is to simply test another pair of cables at the SDC to see if they are working and then swop out the faulty pair with that pair. If you are the poor customer whose pair he used then you end up reporting a new fault and that techie hopes he does not get it allocated to him. And if it is, he simply repeats the exercise and some other customer sits without service. A vicious, job creating cycle....

Closed:

Telkom-SDC.jpg

Open:

Street distribution box, 1988.jpg

The cable from your house comes into that SDC and is then connected with a jumper cable to the cable to the exchange.
 
MickeyD said:
[...] What the "lazy" techie will do when he is allocated a fault that is difficult to fix, is to simply test another pair of cables at the SDC to see if they are working and then swop out the faulty pair with that pair. If you are the poor customer whose pair he used then you end up reporting a new fault and that techie hopes he does not get it allocated to him. And if it is, he simply repeats the exercise and some other customer sits without service. A vicious, job creating cycle.... [...]
Click to expand...

That is what I think happened to me back on 14 July 2014 when my line went unstable - IOW I'm the poor customer whose pair was swapped out. (Oh well, no matter I've finally cancelled DSL and getting fiber.)

View attachment 351115
 
FNfal said:
Jumper .
They have a jumper in the exchange from port number to the DSLAM and from the DSLAM to the cable pair leaving the exchange ,
Then they have a jumper in the street box from the E side to the V side that arrives at your underground cable pair .

Is your telephone line dead ? ,,,,,,,,,,,,,If so report it .
Click to expand...



MickeyD said:
Per Fnfal's post...

Here is a typical Telkom DSL network map (pre-VDSL and FTTH):

View attachment 363366

Your physical line from your modem to the MSAN has several "jumpers" where it is connected to different points in that network.

What Fnfal correctly states is that they have messed up at either the SDC (Street Distribution Cabinet) or the MDF (Main Distribution Frame).

I would say it is at the SDC as the techie in the bakkies do not usually have access tot he MDF. What the "lazy" techie will do when he is allocated a fault that is difficult to fix, is to simply test another pair of cables at the SDC to see if they are working and then swop out the faulty pair with that pair. If you are the poor customer whose pair he used then you end up reporting a new fault and that techie hopes he does not get it allocated to him. And if it is, he simply repeats the exercise and some other customer sits without service. A vicious, job creating cycle....

Closed:

View attachment 363368

Open:

View attachment 363370

The cable from your house comes into that SDC and is then connected with a jumper cable to the cable to the exchange.
Click to expand...

I have reported it to Telkom and apparently a technician has been assigned to it this morning (although i did not know about this until i contacted Telkom).

If this is the case and my line is resolved, would it be possible to see if there is any way I had a lazy technician come over again and jump my line?

Also, if everything is sorted, would I be able to get faster speeds? The max i could get from all of this was 2mbps.
 
FNfal said:
Jumper .
They have a jumper in the exchange from port number to the DSLAM and from the DSLAM to the cable pair leaving the exchange ,
Then they have a jumper in the street box from the E side to the V side that arrives at your underground cable pair .

Is your telephone line dead ? ,,,,,,,,,,,,,If so report it .
Click to expand...

thechamp said:
did you report a fault?
Click to expand...

I reported it. Man the person i spoke to was so rude..
 
LLoydizle said:
I reported it. Man the person i spoke to was so rude..
Click to expand...

Next time report it online, the response will be the same and you won't have to deal with rude call centre agents.

As for the "jumping" business forget about it, when the tech is finally dispatched your line will be fixed. Concerning your speed you can upgrade to a higher speed subject to the network capability.
 
thechamp said:
Next time report it online, the response will be the same and you won't have to deal with rude call centre agents.

As for the "jumping" business forget about it, when the tech is finally dispatched your line will be fixed. Concerning your speed you can upgrade to a higher speed subject to the network capability.
Click to expand...

This was online chat lol.

So I was told that a technician was sent out today to fix it. I come home and my internet still don't work... Why am I not surprised with Telkom and their terrible service right now...

I hope they realize that I will not be paying any bills till they fix what they messed up.
 
So my morning chat with Telkom...

Welcome to the Telkom Chat service.
One of our friendly agents will assist you shortly.

Please hold for the next available Agent.

Welcome to our Customer Care Centre.
You are currently being assisted by (Name removed)

8:36:01 AM You: Hello

8:36:54 (Name removed): Welcome to technical support you speaking to Akhonke,how may i assist you today?

8:37:28 AM You: Hi. I was told by Telkom yesterday that a technician had been dispatched to fix my ADSL line as I still have no internet

8:37:53 AM You: I came home late last night to find that I still have no internet and I would love to know why I had been lied to by Telkom

8:38:05 (Name removed): could i please have your landline number

8:38:24 AM You: (Number removed)

8:38:36 (Name removed): Are you the owner of the line Lloyd?

8:38:39 AM You: Yes

8:39:32 (Name removed): ok

8:39:43 (Name removed): Please hold on,while i check on the progress

8:40:20 AM You: Okay

8:43:30 (Name removed): Thank you for holding,the fault is at the testing centre for remote tests and you will be getting message updates on the fault.

8:43:46 AM You: But i know what the fault is

8:43:55 (Name removed)i: is there anything else i can assist you with?

8:43:56 AM You: I told you guys what the fault is already

8:44:36 (Name removed): Please be patient and wait for the call Lloyd

8:45:04 (Name removed): is there anything else i can assist you with?

8:45:26 AM You: My number does not go from the box to the exchange. It does not do this because your technician who decided to install my line, did it a dodgy way and now that my complex is getting an upgrade, they found out that they installed my line a dodgy way!

8:45:55 (Name removed): ok

8:46:02 (Name removed): Please be patient and wait for the call Lloyd

8:46:11 AM You: And I was told yesterday that a technician had been sent out at 8:31 am to FIX my line

8:46:12 (Name removed): is there anything else i can assist you with?

8:46:18 AM You: and now you telling me to wait again?!

8:46:23 AM You: Are you guys actually serious???

--------------------------------------------------------------------------------------------------------------------

There was a bit more to the chat, but the representative decided to terminate the chat (rudely) and no popup appeared with the chat history.

Seriously, who can i report this to? I cannot deal with the laziness of this company!

Would reporting this to ICASA help?
 
LLoydizle said:
So my morning chat with Telkom......................................................................................


.......................
There was a bit more to the chat, but the representative decided to terminate the chat (rudely) and no popup appeared with the chat history.

Seriously, who can i report this to? I cannot deal with the laziness of this company!

Would reporting this to ICASA help?
Click to expand...

I don't think the information to you have concerning your fault is credible or accurate enough to base an argument on, let alone taking your argument all the way to ICASA. I know you got it from Telkom guys/ contractors.

8:45:26 AM You: My number does not go from the box to the exchange. It does not do this because your technician who decided to install my line, did it a dodgy way and now that my complex is getting an upgrade, they found out that they installed my line a dodgy way!
Click to expand...
 
thechamp said:
I don't think the information to you have concerning your fault is credible or accurate enough to base an argument on, let alone taking your argument all the way to ICASA. I know you got it from Telkom guys/ contractors.
Click to expand...

I get you. But This was the issue.

- So technicians have come over to our complex to perform a Network upgrade. They changed all the boxes and stuff in the complex.
- A letter was left under my door saying to contact a supervisor if there is an issue (which there was in my case)
- When they came over to see whats up, they asked for my number. I gave it to them and they went to the box
- They came back again, confused and asked for my number again. This time i showed them my Telkom bill with my number on it and they went back down to check.
- They then came back and showed me their list of numbers and my number does not exist on that list.
- I told them I had no issues with internet and even showed them my usage with Afrihost proving to them I went online.
- They then contacted the supervisor and he came over.
- Supervisor looked confused as to why my number is not on the list.
- They then mention that there is a signal that goes to the box, but there is no signal of my number actually going to the exchange. There never was a signal with my number specifically that went to the exchange (hence why the guys mentioned that my line had been jumped). So what they did for now is tagged my number on one of the switches on the box.

They then said, "we are contractors of Telkom. We cannot connect it to the exchange. Only Telkom can, so you gotta contact them", and that's what I did and I mentioned to them everything i just mentioned above.

And now I am stuck in this predicament...
 
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