1 Month Fault - Still No Service
<p>I've been waiting to have a fault fixed for a month. Multiple techs have been dispatched. Every single one of them say they're going to go check something and then never return. I then wait at least a week for another tech to show up. That tech then has ZERO knowledge of the issue or the previous tech's visits.</p> <p> </p> <p>This is after three years of inconsistent service. The issue is known. The AREA MANAGER knows about the issue. Nothing is being done.</p> <p> </p> <p>I'm about to cancel my account. <br /><br />***<br /><br />"Escalation" ***</p>
Having exact same issue as the last 5 faults. ***.
Please attend to urgently. I'm just not understanding why this keeps happening.
Upstream noise margin is jumping from 1.5 to over 100 and then the line drops.
Hi, Your fault has been sent to our dispatch department to get a tech to attend. ^CC
Jun 6
Line is still dropping.
Hi,your fault has been assigned to a tech Mitch .^Frank
Jun 10
Hi there - Could I please get an update?
Hi, we have escalated your fault and the escalation ref is REF NO : 15600. ^ML
Jun 13
Cheers
Still no change in service. It's been 10 days now.
Hi. We are sorry for the delay. Your fault is being actively attended. It has been found to be a ground fault. We have escalate it for priority attention. ^Frank
Jun 16
Thank you for the update.
Hi there - Can I please get an update with an ETA? Service is still unusable.
Hi a technician was dispatched earlier to the fault and has advised there is an aerial cable that needs to be replaced. ^Frank
Jun 22
Excellent. Two previous techs told me the same thing. I'm very glad it's being handled. Please let me know when the work is set to take place. Thanks, Frank.
Hi, we have sent a escalation for a possible estimated time of repair. We awaiting feedback and will communicate as soon as feedback is received. ^Frank
Jun 22
Thanks Frank
Hi. You are most welcome. ^Frank
Jun 22
Howsit - Checking on aerial replacement. I know techs don't work weekends and I'm starting to get longer and longer disconnects. Thanks.
Tech was just by. Hadn't been briefed on the issue. He's trying to sort now but says he might need something from the area manager. Will advise.
Hi,thanks Mitch.Keep us in the loop please .^Frank
Jun 23
Howsit - Tech didn't return. Issue still persists. Tech mentioned area manager hadn't been to check out the fault. Apparently he was supposed to. I don't know. I would think with the number of faults I've logged over the last two years someone up top would have come and taken a look.
Hi,fault is still open http://Mitch.Tech to be re-dispatched.Normally the reason for not returning is due to another clients installation/fault taking longer to be completed.^Frank
Jun 23
Afternoon - Now at three weeks. I'm about ready to stop paying for the service until it's sorted. Will I be reimbursed for the time I've been offline? Has the area manager taken steps to resolve the issue?
Hi,fault has been assigned to a tech.Please note that you will be credited for the fall down time the month after the fault has been corrected Mitch.^Frank
Jun 28
Thanks Frank.
I'm at home today. Any chance of that tech coming by?
Hi Mitch, the Tech will contact you and make arrangements with you.^TM
Jun 30
Before end of business? I haven't seen a tech for over a week.
Hi, Please be advised that the technician assigned to the fault will contact you to confirm the exact date and time they will come and resolve the issue.^AF
Having exact same issue as the last 5 faults. ***.
Please attend to urgently. I'm just not understanding why this keeps happening.
Upstream noise margin is jumping from 1.5 to over 100 and then the line drops.
Hi, Your fault has been sent to our dispatch department to get a tech to attend. ^CC
Jun 6
Line is still dropping.
Hi,your fault has been assigned to a tech Mitch .^Frank
Jun 10
Hi there - Could I please get an update?
Hi, we have escalated your fault and the escalation ref is REF NO : 15600. ^ML
Jun 13
Cheers
Still no change in service. It's been 10 days now.
Hi. We are sorry for the delay. Your fault is being actively attended. It has been found to be a ground fault. We have escalate it for priority attention. ^Frank
Jun 16
Thank you for the update.
Hi there - Can I please get an update with an ETA? Service is still unusable.
Hi a technician was dispatched earlier to the fault and has advised there is an aerial cable that needs to be replaced. ^Frank
Jun 22
Excellent. Two previous techs told me the same thing. I'm very glad it's being handled. Please let me know when the work is set to take place. Thanks, Frank.
Hi, we have sent a escalation for a possible estimated time of repair. We awaiting feedback and will communicate as soon as feedback is received. ^Frank
Jun 22
Thanks Frank
Hi. You are most welcome. ^Frank
Jun 22
Howsit - Checking on aerial replacement. I know techs don't work weekends and I'm starting to get longer and longer disconnects. Thanks.
Tech was just by. Hadn't been briefed on the issue. He's trying to sort now but says he might need something from the area manager. Will advise.
Hi,thanks Mitch.Keep us in the loop please .^Frank
Jun 23
Howsit - Tech didn't return. Issue still persists. Tech mentioned area manager hadn't been to check out the fault. Apparently he was supposed to. I don't know. I would think with the number of faults I've logged over the last two years someone up top would have come and taken a look.
Hi,fault is still open http://Mitch.Tech to be re-dispatched.Normally the reason for not returning is due to another clients installation/fault taking longer to be completed.^Frank
Jun 23
Afternoon - Now at three weeks. I'm about ready to stop paying for the service until it's sorted. Will I be reimbursed for the time I've been offline? Has the area manager taken steps to resolve the issue?
Hi,fault has been assigned to a tech.Please note that you will be credited for the fall down time the month after the fault has been corrected Mitch.^Frank
Jun 28
Thanks Frank.
I'm at home today. Any chance of that tech coming by?
Hi Mitch, the Tech will contact you and make arrangements with you.^TM
Jun 30
Before end of business? I haven't seen a tech for over a week.
Hi, Please be advised that the technician assigned to the fault will contact you to confirm the exact date and time they will come and resolve the issue.^AF
I'm not understanding how the fault has sat for two weeks without being accepted by a technician. Two weeks with zero communication from Telkom unless I make contact.
The tech that came out last said, and I quote, "I can't fix it until the area manager comes out to take a look. I'm not going to lie to you and tell you that I can. He msut do his job." He then said he would return and did not. That was two weeks ago.
Help me out here. Get management to sort out your field guys and get this taken care of.
------------------------------------
I've heard nothing from the tech.
7 June
Hi Mitch. We are so sorry about this. The fault has now been assigned to a technician, but he still has to accept and attend to the fault. No ETR is available as yet.^Frank
7 June
I'm not understanding how the fault has sat for two weeks without being accepted by a technician. Two weeks with zero communication from Telkom unless I make contact.
The tech that came out last said, and I quote, "I can't fix it until the area manager comes out to take a look. I'm not going to lie to you and tell you that I can. He msut do his job." He then said he would return and did not. That was two weeks ago.
Help me out here. Get management to sort out your field guys and get this taken care of.
------------------------------------
I've heard nothing from the tech.
7 June
Hi Mitch. We are so sorry about this. The fault has now been assigned to a technician, but he still has to accept and attend to the fault. No ETR is available as yet.^Frank
7 June
Still dropping. Tech did NOT call to arrange a time with me. He also had no idea what the issue with the line was or any of the information the last 5 techs have passed on to Telkom. Just showed up on Monday when no one was home and then called me. Arranged to have him come by today when the **** was here. I gave him a time frame, explained the issue and showed him where to gain access to the box. Telkom just called to ask if the issue was resolved which I assume means he "attended" the fault. Nothing has changed. I told them I wasn't clearing the fault until I was sure the issue was resolved. It obviously hasn't been.
I need an update please and a reference number.
Still dropping. Tech did NOT call to arrange a time with me. He also had no idea what the issue with the line was or any of the information the last 5 techs have passed on to Telkom. Just showed up on Monday when no one was home and then called me. Arranged to have him come by today when the **** was here. I gave him a time frame, explained the issue and showed him where to gain access to the box. Telkom just called to ask if the issue was resolved which I assume means he "attended" the fault. Nothing has changed. I told them I wasn't clearing the fault until I was sure the issue was resolved. It obviously hasn't been.
I need an update please and a reference number.
I just got an SMS that says service was restored.
Service has not been restored!
Please reopen this fault immediately, escalate and get someone from management to call me on the contact number you have listed.
I just got an SMS that says service was restored.
Service has not been restored!
Please reopen this fault immediately, escalate and get someone from management to call me on the contact number you have listed.
I've now called your customer support line and had the fault reopened. I would still like a follow up from your management team.
I've now called your customer support line and had the fault reopened. I would still like a follow up from your management team.