Telkom sales - 20Mbps is VDSL, my ADSL modem will work on a VDSL circuit.

JerryMungo

JerryMungo

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I've just been upgraded to 20Mbps from 10Mbps ADSL. I'm now on 20Mbps ADSL using my ADSL modem.
I've also just phoned sales because the technician switching me over said that I can use VDSL in my area - there is an ISAM here but I'd need to call sales to be switched to VDSL.

I phoned sales a minute ago and was told since I'm not switching speed, I need to speak with technical and ask them to have a DTAC specialist dispatched to switch me at the exchange to a VDSL circuit. They put me through to technical who said they can't do anything on their side, the order needs to come from sales. They put me back to sales.

The lady at sales was a little confused - I explained I'm on 20Mbps ADSL and want to be on VDSL. She said that VDSL starts at 40Mbps. I said no, it starts at 20Mbps - she said please hold while I speak to the manager. She comes back and says 'My manager says that I am already on VDSL because 20Mbps is VDSL. I said no, I'm on ADSL - I am currently using an ADSL modem and getting 20Mbps. She puts me on hold and hands me to the manager - Nokuthula (Durban call center). I then end up in an argument (not heated - quite civil) with Nokuthula who at first couldn't seem to grasp that I'm on 20Mbps ADSL. Eventually she settles for the argument that I am on VDSL because there is no 20Mbps ADSL - ADSL only goes up to 10Mbps. I explained that my modem is an ADSL modem and not a VDSL modem. She says... right - all I need to do is buy a VDSL modem and I'm good to go. I said, but the technician tells me I'm on ADSL and need to be switched to the VDSL circuit - she says no, I'm on VDSL and my ADSL modem does work on VDSL except I don't get the full upload speed.... I just need a new modem to get the VDSL experience with 2mbps upload.

Now I'm no telecoms technician, but my 20 years in the industry and what I've heard from their technician tells me that the sales folk just don't know their stuff.

I will gladly eat humble pie and apologise in here to Telkom if I'm mistaken.
 
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20MB can be ADSL2+ or VDSL.

according to their own website - https://secure.telkom.co.za/today/s...-up-to-20-mbps-product/#!k=product-detail-271

Up to 20Mbps VDSL/ADSL* (depends on the network technology available)

My area is VDSL capable, and I can have 40MB VDSL, but I'm connected at 20MB ADSL2+ as well.

I've also been told that I'm already on VDSL, but I've just not pushed further, as I don't need to 2MB up. But now that you mention it, perhaps it's time to ask for it.
 
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This just in from the Telkom online chat support

You are currently being assisted by Kutala Ndletyana

9:10:41 AM Kutala> Thank you for contacting Telkom Fixed Line Chat, you’re through to Kutala . How may I assist you?

9:10:50 AM You: Hi
9:11:03 AM You: I have just upgraded my ADSL 10Mbps service to 20Mbps
9:11:08 AM You: I'm now on 20Mbps ADSL

9:11:11 AM Kutala> Good day , how are you ?

9:11:25 AM You: I want to switch to VDSL since it allows 2Mbps upload
9:11:36 AM You: I have called the call center and they swear that I am on VDSL
9:11:57 AM You: and argue that my ADSL only capable modem works on the VDSL line
9:12:07 AM You: but if I want the full VDSL service I need a VDSL modem
9:12:18 AM You: but before I go out and spend R2000 on a new modem, I need to confirm...
9:12:30 AM You: are they correct in saying I'm on a VDSL ISAM at the exchange?
9:12:37 AM You: The technician says I am not

9:13:29 AM Kutala: May I place the chat on hold for 2 - 3 minutes while I check your account details.

9:13:40 AM You: Sure

9:20:08 AM Kutala: Thank you for your patience. I have checked and the line is on VDSL and it is synching at the right speed . Please run a speed test for me again and give me the new results .

9:26:02 AM You: My speed test results:
9:26:03 AM You: http://www.speedtest.net/result/5632628260.png
9:26:09 AM You: I am getting 20Mbps
9:26:12 AM You: so the speed is right
9:26:27 AM You: but I can't see how I'm on VDSL when I have an ADSL only modem
9:26:37 AM You: does my ADSL modem work on the VDSL circuit?

9:27:06 AM Kutala: What is the name of your router ?

9:27:13 AM You: Hold on
9:27:37 AM You: D-Link DSL-2500U

9:27:46 AM Kutala: Yes it does .

9:27:48 AM You: ADSL 2+ modem - it says that at the front
9:28:22 AM You: OK, so if I get a VDSL modem, will I automatically get the VDSL upload speed without any changes needed on the Telkom side?

9:29:48 AM Kutala: The VDSL upload speed for a 20MB line will remain on 1 to 2MB . Nothing needs to be changed from our side .

9:30:16 AM You: I'm currently on max 1Mbps
9:30:21 AM You: since it's an ADSL modem
9:30:26 AM You: what I'm asking...
9:30:38 AM You: is will a new VDSL modem work on this line using VDSL modulation?

9:30:58 AM Kutala: Yes .

9:31:20 AM You: OK, thank you!

9:31:46 AM Kutala: Is there anything else I may assist you with ?

9:31:52 AM You: No, that's all thanks
Click to expand...
 
I have a VDSL capable modem, and I'm connected on ADSL2+. It's a setting they need to set on the exchange.
 
BluStorm said:
I have a VDSL capable modem, and I'm connected on ADSL2+. It's a setting they need to set on the exchange.
Click to expand...

Yep, I'm convinced of that , but I've now spoken to the sales and tech departments and they're not clued up on these things apparently. How do you get them to do it when you're dealing with people who don't understand the technology?
 
BluStorm said:
I have a VDSL capable modem, and I'm connected on ADSL2+. It's a setting they need to set on the exchange.
Click to expand...


IF VDSL is available in your exchange area, yes the change can be made. But due the problems reported by OP, it is quite difficult to get the call centre sales people to understand all these small nuances. Like in my case, I am able to switch to VDSL, but have not done so because of cable quality issues. I have lost count of the number of times I have had to try and explain to the Sales people why I do not want to switch, and am quite happy with a stable 2Mb/s setting running on an old ADSL modem ( not even a ADSL 2+ modem) connected to an ADSL2+ port.

Both VDSL and ADSL ports are still available in my exchange area. the other way to get the same result is for Telkom (or is it OpenServe) to cut us all over to VDSL ports and then set the modulation scheme to ADSL2+ to be compatible with ADSL2+ and older ADSL modems.
 
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BluStorm said:
I have a VDSL capable modem, and I'm connected on ADSL2+. It's a setting they need to set on the exchange.
Click to expand...

Nothing needs to be done at the exchange or MSAN.

All that needs to be done is that the modulation should be changed to VDSL. This is a configuration change on the system that needs to be done on your profile, but the most call centre agents do not have access rights to that part of the system.

Just thread very careful:

After I did exactly what you are doing now, I lost Internet connectivity for a week, because although my line is happy to sync on ADSL2+ @20Mb/s, it just wouldn't sync at all on VDSL when the modulation was changed.

Nobody at the call centre had a clue about VDSL and gave me a different story every time I called.

I was finally able to reach someone competent on the Telkom social media team who changed the modulation back to ADSL2+ and since then everything is working just fine.
 
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BluStorm said:
20MB can be ADSL2+ or VDSL.

according to their own website - https://secure.telkom.co.za/today/s...-up-to-20-mbps-product/#!k=product-detail-271

Up to 20Mbps VDSL/ADSL* (depends on the network technology available)

My area is VDSL capable, and I can have 40MB VDSL, but I'm connected at 20MB ADSL2+ as well.

I've also been told that I'm already on VDSL, but I've just not pushed further, as I don't need to 2MB up. But now that you mention it, perhaps it's time to ask for it.
Click to expand...

It could be that you have been moved to a VDSL port, even though you are using an ADSL2+ modem. ... It is only access to a technical person who is able to check properly that will be able to confirm this for you.
What the config is depends on the equipment available in the exchange as well as the type of modem you are using.


BTW the "correct terminology" is 10 or 20 Mb/s not 20MB. At a stretch 10 or 20 Mbps can be used ....
 
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daniellgr said:
It could be that you have been moved to a VDSL port, even though you are using an ADSL2+ modem. ... It is only access to a technical person who is able to check properly that will be able to confirm this for you.
What the config is depends on the equipment available in the exchange as well as the type of modem you are using.
Click to expand...
Definitely a VDSL modem:
http://www.mweb.co.za/help/ADSL/Vie...5546/Technicolor-TG589-Quick-Start-Guide.aspx
http://www.broadbandbuyer.com/products/23693-thomson-tg589vn-v3/
BTW the "correct terminology" is 10 or 20 Mb/s not 20MB. At a stretch 10 or 20 Mbps can be used ....
Click to expand...
yeah yeah, typo. I wish it was 20MB... :-)
 
BluStorm said:
Definitely a VDSL modem:
http://www.mweb.co.za/help/ADSL/Vie...5546/Technicolor-TG589-Quick-Start-Guide.aspx
http://www.broadbandbuyer.com/products/23693-thomson-tg589vn-v3/

yeah yeah, typo. I wish it was 20MB... :-)
Click to expand...

If you are connected to a VDSL port and you have a VDSL modem, then there is nothing technically stopping you from getting a full VDSL service. The only other issue is line quality which may still mean you may be worse off after the change, which has affected quite a few persons reporting on the forum. The SNR and all the other fancy measurements indicate it should work, but when the change to the modulation scheme is implemented, the performance is worse
 
Kingofmybbknowitalls said:
Nothing needs to be done at the exchange or MSAN (or ISAM).

All that needs to be done is that the modulation should be changed to VDSL. This is a configuration change on the system that needs to be done on your profile, but the most call centre agents do not have access rights to that part of the system.
Click to expand...

Agree.
 
Got this from a reliable source within Telkom

You are currently connected to a node which is only ADSL capable. I see they are currently upgrading the exchange and should see the line moved over to VDSL capable port at some point.

When that is done, then a new modem is required and a change on Telkom's side.
Click to expand...
 
DunDarach said:
Got this from a reliable source within Telkom
Click to expand...

Yes correct. The move to a VDSL port is required, but the config should support whatever modem you have at the moment. As soon as you change the modem, then you should be able to request a config change ...

It cannot happen unilaterally without the exchange side, the modem side and the line being correct.
 
daniellgr said:
Yes correct. The move to a VDSL port is required, but the config should support whatever modem you have at the moment. As soon as you change the modem, then you should be able to request a config change ...

It cannot happen unilaterally without the exchange side, the modem side and the line being correct.
Click to expand...

It's sad that it's so hit and miss with Telkom sales and tech support at the call centers.
 
DunDarach said:
It's sad that it's so hit and miss with Telkom sales and tech support at the call centers.
Click to expand...
It's actually pretty poor technical planning as well.

To cut over an 'exchange' from ADSL to VDSL the first thing that must be in place is backhaul. Most ADSL still works off old ATM links, whereas metro ethernet links using optic fibre cables are a pre-requisite for VDSL implementation.

Then the 'exchange' must be readied, while the 'nodes' out in the streets are being built. You cannot cut over the node until the exchange is ready.

Something ain't right here. (based on the 'inside' info you received)
 
Apologies for hi-jacking the thread in advance, but thought it's relevant to the OP and would save on creating a new thread.

I'm paying for 10Mbps ADSL but only getting 5 (crappy telkom copper). The stats on my router shows a theoretical maximum of 8Mbps, but everytime I've called to get it bumped up I automatically get thrown back down to 5mbps.

My question is I can switch to 10Mbps VDSL....would I be able to get a higher bitrate than on ADSL for the same noise?
 
Pox said:
Apologies for hi-jacking the thread in advance, but thought it's relevant to the OP and would save on creating a new thread.

I'm paying for 10Mbps ADSL but only getting 5 (crappy telkom copper). The stats on my router shows a theoretical maximum of 8Mbps, but everytime I've called to get it bumped up I automatically get thrown back down to 5mbps.

My question is I can switch to 10Mbps VDSL....would I be able to get a higher bitrate than on ADSL for the same noise?
Click to expand...
If your copper cable is crappy then nothing will help but for them to sort out your cable first.
 
MickeyD said:
If your copper cable is crappy then nothing will help but for them to sort out your cable first.
Click to expand...

Yeah...that's not going to happen anytime soon.
Was just wondering because VDSL is supposed to be more tolerant of noise than ADSL, so in theory I could get a higher bitrate with it.
Will give Telkom a call and try it for a month, if I don't get better speeds I can always downgrade again.
 
Pox said:
Yeah...that's not going to happen anytime soon.
Was just wondering because VDSL is supposed to be more tolerant of noise than ADSL, so in theory I could get a higher bitrate with it.
Will give Telkom a call and try it for a month, if I don't get better speeds I can always downgrade again.
Click to expand...

(1) Your exchange area must be VDSL ready as MickeyD has pointed out.
(2) You must have a VDSL modem/router available.
(3) Give the bad copper you have, you may just be lucky and get better performance with VDSL, but there are no guarantees.
(4) The reason you keep being thrown back to 5 is that not so bright idea Telkom/OPenServe has of using ASSIA. That very same system could still end up throwing you back to 5 anyway ... I do not know exactly how it works so someone that does needs to let us know if ASSIA takes into account the modulation scheme being used or not.
 
hi guys

as mentioned above the modulation needs to be change i had the exact same problem when i change to vdsl, as a last move i pm telkomza and he sorted it out
 
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