1 reviews | Active since Jul 2011
Disappearance of data when router is off
<p>For weeks there has been data disappearing of a Telkom ADSL line, even when the router itself is switched off. When you call Telkom to report it, their call centre can't help and send you to technical, who tells you to send an email but then no one replies to the email.</p> <p> </p> <p>The problem began on the 23rd June 2017. The first SMS from Telkom came in at 19:00 indicating 70% data used on the 23rd of June whilst there was not high data usage, at 20:46 on the same day there was another SMS indicating 80% data used and then finally at 11:48 on Saturday 24th June was the third SMS reporting 90% data used - all while high usage was not taking place. Please note a Telkom technician came and adjusted and changed the wiring on the router on 23rd June 2017.</p> <p> </p> <p><br />Following this incident of high data usage according to Telkom, whilst there was no high data usage, the power to the ADSL router was switched off and only switched back on for short periods (ie. 5-15 minutes when in use) and then switched off again permanently.</p> <p> </p> <p><br />On Monday 3 July 2017 - with the router off and no one at home - an SMS from Telkom was received at 15:32 saying 70% data used, some minutes later a second SMS came through saying 80% data was used and some minutes after that a third SMS arrived saying 90% of the data was gone. The power to the router was off throughout this time period!</p> <p> </p> <p><br />We categorically dispute the data usage and we request a brief description of the data usage and a check to see if the data used was used by another number because we did not use this data. Telkom need to investigate this as there is no way the data was actually used with the router off.</p>
Hello Noleen,
Thank you for escalating this to Telkom Internet, however 4 days later and no one has come back to us on this. In addition I have been looking online and there seem to be many Telkom Internet users experiencing the exact same problems in the same time period, with people being away and routers switched off and data usage still going out of control. We categorically dispute our usage, there clearly seems to be a Telkom issue in acurately capturing the data usage and this needs to be fixed immediately.
Hello Noleen,
Thank you for escalating this to Telkom Internet, however 4 days later and no one has come back to us on this. In addition I have been looking online and there seem to be many Telkom Internet users experiencing the exact same problems in the same time period, with people being away and routers switched off and data usage still going out of control. We categorically dispute our usage, there clearly seems to be a Telkom issue in acurately capturing the data usage and this needs to be fixed immediately.
Following another call to the call centre, we are furious. The incident logged by Noleen ( ********** ) was not found or acknowledged by the IT Service Desk and they could not find the original email which was sent to ********** They have now logged another call with the IT service desk - the first one actually on the system - ( ********** ) and acknowledge a fault in July but not in June and admit that MANY USERS ARE EXPERIENCING THE SAME PROBLEM! In addition we are being charged post-paid for any "data used", firstly they are CHARGING US EXTRA MONEY FOR THEIR TECHNICAL PROBLEM and we never requested post-paid charging be enabled!!!! We demand this fault be fixed and a refund for all post-paid charges and the loss of the actually unused and currently unusable orignal data cap immediately. Things are actually getting worse and not better!!!
Following another call to the call centre, we are furious. The incident logged by Noleen ( ********** ) was not found or acknowledged by the IT Service Desk and they could not find the original email which was sent to ********** They have now logged another call with the IT service desk - the first one actually on the system - ( ********** ) and acknowledge a fault in July but not in June and admit that MANY USERS ARE EXPERIENCING THE SAME PROBLEM! In addition we are being charged post-paid for any "data used", firstly they are CHARGING US EXTRA MONEY FOR THEIR TECHNICAL PROBLEM and we never requested post-paid charging be enabled!!!! We demand this fault be fixed and a refund for all post-paid charges and the loss of the actually unused and currently unusable orignal data cap immediately. Things are actually getting worse and not better!!!