Telkom ADSL support falls apart

Yay for downsizing in the name of profit :rolleyes:

Neotel should cash in on this...



It's telkom's own fault for not updating their infrastructure...
 
100k faults in a week...damn. I reckon half of those are issues on the client side though (incorrect user name etc).
 
lightning got my line yesterday - couldn't sync at 4096 - had to try and downgrade for the meantime ...had that tune playing for 93min before i hang up started 19:17 pm.

this morning again - started at 6:50am - answered 7:33am.

i can clearly detect that the level of experience on the other side has degraded ..by a TON!

now at 2048 - and its not what it should be (in stability)
 
imagine adding up all the time that customers have to wait on the phone to log calls. It must be costing SA millions in productivity!
 
How can something that was never there be falling apart? 'Telkom ADSL support': I have a few suggestions to call it something closer to what it really is: Musical frustration; Your 1 hour wait to incompetence; Intermittent Narrowband-idiots 101; Singular Solution: We'll send someone next year.
 
Tanarri said:
How can something that was never there be falling apart? 'Telkom ADSL support': I have a few suggestions to call it something closer to what it really is: Musical frustration; Your 1 hour wait to incompetence; Intermittent Narrowband-idiots 101; Singular Solution: Whenever and if we feel like it.
Click to expand...

Fixed it for you.
 
I am not sure why you thought it was unfair to pick on the ISPs who resold the Teklom service. They are getting paid for their role and if they are being let down by Teklom that would be their issue, not the client's.
 
I logged a call last year sometime about a dead line, and my call was answered in about 15 minutes. It turned out to be a fault in the area of our school, but I was only told this at the point where I was about to put the phone down.

Luckily I've almost never needed to phone Telkom, and when I have, I've been lucky.
 
After a couple of days of unanswered over-and-hour-on-hold calls to 375375 to report that our ADSL was down, I called WebAfrica to switch to their 'complete' service. It took Telkom a couple of days to transfer the line to them, but once it was switched over they liaised with Telkom and got the issue sorted out in two days.
I am saving a few bucks by going the 'complete' route, but I would honestly have paid more than Telkom was charging me just to be able to deal with WebAfrica's support staff instead of Telkom's perpetually busy support line.
 
So anyone want to tell my why you can get a person to answer within five minutes when you call 10219? How come their "new services" call center also isn't suffering from the same malady? Surely if they were understaffed or have insufficient resources we would see the same problems in other areas? Why don't they take some of the people from the new services division, retrain them and put them into support?

Or could it be... nah... I was just wondering... maybe.... if maybe they don't give a flying frack about their customers? Surely not! :eek:
 
Me2. ADSL line died last night, voice line workign fine.

45 minute wait for an agent. Nothing fixed yet, she said it was synching and I had to go home and turn the router off to reset it.
 
Telkom billed me double for a gig topup last week, I queried it and they told me to phone someone called Herman Potgieter and gave me an 012 number.

They also dont issue invoices for topups according to the accounts queries department - I informed them this is illegal and they referred me to Herman.

Surprise surprise, he doesn't answer the call and it goes through to voice messaging after 3 rings then you are told that his voice message system is full and you can't leave a message...

Has anyone else had dealings with the mythical 'Herman Potgieter'?

*Update*
I spoke to Herman and he confirmed that they indeed don't have an invoicing system for their topups... maybe next month?
!
 
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Albereth said:
I am not sure why you thought it was unfair to pick on the ISPs who resold the Teklom service. They are getting paid for their role and if they are being let down by Teklom that would be their issue, not the client's.
Click to expand...
ISPs typically receive the same level of poor support. What are they supposed to do - risk bankruptcy by taking Telkom to court?
 
I called 10219 last week for my line cancellation /transfer and was on hold for 43 min after and estimated wait time of 5 min only to be transferred t o someone else and another 10 min on hold. My old line was still active now, oh wait it is finally off. I guess my follow up called to them yesterday regarding it achieved something.

I will admit I have always had good service (luck?) with my home line installations... ordered DSL for the new place on 14 Feb 2008 and they confirmed this morning they are doing it tomorrow after sending me an sms last week with tomorrows date. My last adsl order was also done within 4 weeks and that was a year and half ago. Having said that however I ordered ADSL for one of our companies offices on 31 Jan 2008 and they still have not given me a date.

So while I've had luck with new installations for my home, every other dealing has been crap. An intermittent fault from 26 Jan to 20 Feb, which meant no wow or anything other then a little surfing and even that was painful.
 
Tried to phone them last night at around 9-10ish:

"We are experiencing large call volumes at the moment, please be patient". Held for 30min and put the phone down.

Tried to phone them early this morning (around 6am), same crap.
 
Cable theft (we assume) + 2 or more weeks of no DSL or feedback after call logged = I guess we will not have our DSL back for a while :(
 
Seperate issue (different line)---> 2+ weeks after online enquiry as to why I owe Telkom R500-00 and still no feedback whatsoever. That telephone line has also been cut off for about a month now because of money owing, yet no invoice on what it is owing for.
 
My gripes with 10219 & 10215 other than the infinite wait.
1)That there are rarely if any messages relating to major/minor outages while you are waiting in the queue.
2) Telkom have a call back option which waits till you are top of the queue and calls you back, Ive tried 3 times and its never called me back
3)On one of the numbers it asks you to key in your telephone number and dialing code. When you finally get through you are asked for your telephone number and dialing code!
4)There is no queue system saying "You are number 1,254,324 in the queue, please hold, your call is valuable to us" It would be great to have a rough idea of how long you needed to hold.
5)That once through you will inevitably be asked to call another number and the fact that they cant transfer you.
6)For some reason calls are often dropped once through but you will never get a call back.
7)...Im sure there are many more....
 
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