Letter to CEO RE: bad internet access

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®KIM

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I took the liberty of writing to Reuben September, the Group CEO regarding the constant problems of accessing the internet - and I included a copy & paste list of all our complaints aired here these past few days(see ADSL discussions on this subject). Herewith a copy of the correspondence:

Sir,

For days now we cannot gain access to certain internet sites, and this seems to be mainly Durban-based. We are now at our wit's end, as some of us use the internet for work purposes (myself included, as I do translation work to supplement my hubby's small and inadequate railway pension) so you can imagine the frustrations we have to put up with.

Trying to access technicians during the day is a nigh-impossible mission, and as and when some of us do get through, we are told that our machines are at fault - not TELKOM. However, the facts prove otherwise, so I will be most grateful if you would please set the wheels in motion to get this problem sorted out for once and for all?

And a reply to me this morning:

Dear xxxxx,

I hereby acknowledge receipt of your email.

Please note that your email has been forwarded to the relevant department for further investigation, action and feedback.

We do apologise for the inconvenience.

Kind regards
Abigail Mndebele
PA to Reuben September
Group Chief Executive Officer
Telkom SA Limited

SOOOOOOOOOO.........

.......let's see what happens next.

Dear souls - keep your fingers crossed!
 
Thanks hun, well at least they can't say they don't know about it like the guy at the Pav. tol me yesterday. He said there were no complaints at all He tried to tell me it was the storm (puh-leeze). He ried lightning; my modem?

I'm encouraging everyone I know to to report it because I think we've all just become so demoralised by Telkom that we just sit back and wait for it to get better again.

I reported it again this morning.
 
I always report faults, and always check the status of the fault daily (weekdays) and if it gets closed, I open a new one and reference the old one in the new one. My record is 3 references in a new (same) fault.

I am pretty sure that there is some measure of "problems solved" vs "problems not solved" that affects somebody's bonus somewhere who is forced to care, but, probably only round about bonus time.

I'm currently waiting, 6 weeks sofar, for a new line. I really dislike paying 19c a MB to voda, but, what can you do?

Fasbyt. :)
 
Some Tips

It is NO good going to complain at the "Mall" shops or trying the "front-end"

Find out WHICH exchange you are on.

Find out where your local Telkom TECHNICIAN depot is.

GO to the actual depot that is responsible for your area.

Ask to speak to the person in charge.

Act nice and speak TELCO -LINGO.

PROMISE -- this has ALWAYS worked for me.

[ Remember Telkom has different divisions so you need to find the right section ]

( Telkom do NOT like you doing this -- BUT -- you will find a World of difference dealing with the actual poor guys that have to go out and do the work.
Most of them are interested in Telecoms and are actually NICE people )


MW
 
MidnightWizard said:
It is NO good going to complain at the "Mall" shops or trying the "front-end"

Find out WHICH exchange you are on.

Find out where your local Telkom TECHNICIAN depot is.

GO to the actual depot that is responsible for your area.

Ask to speak to the person in charge.

Act nice and speak TELCO -LINGO.

PROMISE -- this has ALWAYS worked for me.

[ Remember Telkom has different divisions so you need to find the right section ]

( Telkom do NOT like you doing this -- BUT -- you will find a World of difference dealing with the actual poor guys that have to go out and do the work.
Most of them are interested in Telecoms and are actually NICE people )


MW
Click to expand...

True,
 
MidnightWizard said:
( Telkom do NOT like you doing this -- BUT -- you will find a World of difference dealing with the actual poor guys that have to go out and do the work.
Most of them are interested in Telecoms and are actually NICE people )
Click to expand...

I really take my hat off to the Telkom techs. They are always willing to help and are generally the nicest people out there. They put up with the customers bitching for stuff that is out of their control. They work in some of the worst conditions & hours you could possibly get. They get paid badly compared to the people that create the problems. They get very little recognition for their work by their own company.

Please, when they come to your house treat them nicely. I always offer them something to drink or if it's around lunchtime a snack maybe.

To all the Telkom Techs out their, thanks for everything.
 
I concur with Ponder,telkom techies rule in my experience, its the call centre staff and upper upper upper level management that need the beeyatch slap.
 
evilsee said:
I concur with Ponder,telkom techies rule in my experience, its the call centre staff and upper upper upper level management that need the beeyatch slap.
Click to expand...

+1

There's never been any issues with the techies, they do a super job - its the dodgy upper management they need to get rid of!
 
gregmcc said:
+1

There's never been any issues with the techies, they do a super job - its the dodgy upper management they need to get rid of!
Click to expand...

Very true - that is why I never, but NEVER take out my frustrations on the techies - the fatcats on the gravy train are the problem...
 
UPDATE RE: LETTER TO CEO...

From: xxxxxxxxxxxxxxxxxxxxxxxxxx
Sent: Tuesday, April 28, 2009 5:50 PM
To: Reuben September (RJ)
Subject: RE: Complaints re: internet access...

Dear Abigail/Reuben,

Grateful thanks for your mail received earlier today.

At the moment access to the internet is fairly reasonable, but this only lasts a day or two before it plays havoc again, which does make it difficult for us who need to contact firms/people in the course of our work. As I mentioned earlier, I do translation work, and it is imperative that I submit any completed articles as soon as possible.

Your feedback on this matter will be very much appreciated.

Thanking you in anticipation,

xxxxxxxxxxxxxxxxxxxxxxx





Dear xxxxxxxxxxxxxxxxxx

The difficulty you are experiencing with regard to Internet access could be related to a problem on the South African Internet Exchange (SAIX).

The matter is receiving priority and hopefully it will be resolved as soon as possible.

Please see notification by SAIX to customers.

Notice Ref - NN0003049 2

Referenced by - WF7604851

Time Down - 2009-04-24 10:12

Site/Area - Durban

Description – Application – Durban caches 1 & 2 are experiencing degraded service levels. Browsing is slow and intermittent problems may be encountered. We apologise for the disruption.

Affected Users - ADSL users

Impact - Browsing service degraded

Cause –

Status - In progress

ETTR - 24 hours
Kind Regards

National Customer Care
 
Yes, it may be ... but .. is it? The date on the SAIX notice is: Time Down - 2009-04-24 10:12 ; i.e. Friday.

How long have you been having the problem?
 
thats usually what happens with telkom.
They try to fix the wrong problem wrt your problem
 
I have nothing against any of the tech's out there, it's just sometimes they seem to be under trained - do you get such a word? I have been asking them to check and fix my attenuation for the last 3-months and each time the guy comes out he checks my modem??? I tell him I can connect to the internet so it's not the modem, my line quality went down the drain for some reason and the more I tell them to check the physical line connections, jumpers etc. the more they want to check my modem...hehe it's actually so bad now it's ridiculous. I will try and follow MW's advice and see if that helps, I have actually phoned the site manager at my exchange, she sends out a techie but they can't seem to fix/check/report back on the problem.
@KIM I think it's one way of bringing it to their attention, I just think overall quality is somehow lacking within the Telkom group and it is manifested on ground level by the quality of their residential lines.
 
but does anyone have a ETA, when this will but working,
 
Me and Twin are gonna try the impossible, get a mini-dslam installed nearer to the neighborhood. We came to the conclusion that this is the only way to solve everybody in the area's problems.
 
well what ever the problem is, i am having problems viewing local as well.

can anyone having a problem in the Durban area try and see if it is also slow

www.makro.co.za
 
I have no problem getting into local sites, and at present getting into "foreign" sites is reasonable, albeit slow...
 
Cache advised as fixed

Notice Ref : NN0003049
Failure Type : Fault Condition
Status : Cleared
Problem Description : Application - Durban caches 1 and 2 are experiencing degraded service levels. Browsing is slow and intermittent problems may be encountered. We apologise for the disruption.
Impact : Service restored.
Time Down : 2009-04-24 10:12
Time Up : 2009-04-30 10:50
Sites : Durban
Affected : ADSL users
ETTR : 24 Hours
Resolution : Caching service restored
 
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