Shockingly Poor ADSL Connection(line)

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Please advise what this means:

1. Adjusted port profile: what needed adjuatment and why was this never dine before?

2. Do you believe that this is the problem of the line that drops over 40 times on one day?

3. Did some resets: what does this mean? What did you reset and why is it necessary to reset it? How often do you have to reset this line... my line drops so often, it is not practicallt possible to log calls for this every time

4. Have you tested the cabling?

I will monitor the line and give feedback every day... please do not close this log untill it is resolved.

Please advise on my q's above.

Thanks

Francois Strydom

Thanks a lot Tumelo

What does this mean: "I changed your port profile from interleaving to fast path"....?

Since you have done this it made a big difference.... speeds are up 7.7 and I am wondering why it was necessary to do this change? And is this a permanent change?

Unsurprisingly, Tumelo never came back with a reply on my question above... MWEB had to answer.

My communication was with MWEB throughout this query - Telkom never even went to any trouble to contact me and to try and assist: I expect Telkom to at least come back to me with a reply.

Unfortunately, you cant see that graphs in the text below - I will see if I can upload the feedback as a pdf doc.

Hi Bjorn

Following our email conversation earlier last week….

My email below refers – I will highlight the following:

“Operating 20% of the time <6mbps, ¹ I rely on you to advise in this regard. It seems that towards the last few days it has improved – I don’t have a lot of faith in the sustainability of this improvement though seeing that these issues are coming as far back as 2016.

²I am willing to meet on site with technicians if you deem it necessary – please advise?”

From: Francois Strydom **********

Date: 2017/05/25 16:23 (GMT+02:00)

To: MWEB **********

Subject: Re: Ticket reference number - MWB **********

100%.

I can do Friday after 430 or Saturday before 10.³

My cell ********** 077

Will someone phone me so that we can finalize the appointment³? Wouldnt want to wait and then no one pitches...

Needless to say, that ever since Friday 26 May, when Openserve just pitched at my house without an appointment at 12:30, the line deteriorated. The arrogance of the Openserve people to be upset with my wife for not letting them in gets me… In these days we are living in, do they really think that I will allow a bunch of strange men into my house when my wife is home alone? Blatantly disregarding my request (see above nr 3) to make an appointment with myself. Apart from the safety aspect, my wife doesn’t know the 1st thing about the technical side of our problem with MWEB/Telkom – and therefore, they need to be here when I am at home. I was at home on 16:30 and on Saturday I waited until 10:00 AM as I committed to do – no one came to my house again.

Referring to ref 1 and 2 above, the line was running at an ave of 7.68mbps and my comment to you was that I rely on your advice. Telkom apparently advised you that they changed my exchange/line from Interleaved to Fastpath (after which I did say to you that the line speed increased substantially) – I thought that this was a fixed that would hopefully last:

From: MWEB **********
Sent: 23 May 2017 11:00 AM
To: ********** Francois Strydom
Subject: Re: Ticket reference number - MWB **********

Hi Francois Interleaved and Fastpath are configurations set on Telkom exchanges to manage error correction on the line. The exchanges are normally defaulted to Interleave to provide better correction of any errors on the line. According to the specialist , the profile needs to be manually changed , which is what the technician did. This lasted for one day only. The line automatically reset and it defaulted back to Interleaved , where it is currently at. I'm awaiting a response from Telkom on whether their software is at times picking up a condition on your line and trying to correct it , resulting in symptoms you are experiencing as dropped connections and reducing the speed to accommodate and correct.

You advised we continue with a site inspection (after you have referred it to the Telkom technician. I would almost say, as expected, Telkom/Openserve and MWEB failed to make an appointment with me successfully, to meet at my house.

After being upset with my wife, the Openserve people went into my neighbour’s yard where the Telkom pole is – spent quite a while there – don’t know what they did, but later on Friday I received this sms:

I gathered that even if they now ignored my request and specific time when I will be available, they fixed something – like they have done so many times before. You have no clue what they fixed, you just get an sms like this one. So I decided to do a few tests again – and not surprisingly, the quality deteriorated after their fix… so needless to say that I rep**** on the sms = NO. Please see below what the current stance if after the Openserve “fix” on Friday:

I received the following message from Telkom this morning:

I have no idea who Denis is, he did not contact me, speak to me or emailed me in the last week or more – no one from Telkom contacted me – I only corresponded with you. I have received so many of these messages before – I have them available on my cell should anyone want to look at it. So obviously I will just ignore this sms – because it is a waste of my time to go through this responsive messaging service where each time you provide a response, you get another sms with more questions on why you selected an option – as if I will ever recommend Telkom to anyone…

So basically, where I am at now, is that I am running at an ave of 6.64mbps since Openserve’s unexpected “fix” on Friday – before that it was 7.68mbps. This morning I lost connection at least once and I am wondering what Openserve did to my line now?

Once again, I rely on you, my service provider, to suggest the next step – however, it has become ridiculous to say the least, how I should keep on following up on something like this – expected to pay for 8mbps and then it goes like this? I don’t even want to hear about your policy of correcting billing afterwards when calls are closed – it makes me think of how the city council will incorrectly bill you, then expecting you to pay the incorrect amount, and then when THEIR error is corrected, they fix your billing.

I need a different solution from MWEB. I have been a loyal customer for many years – and it is shocking how MWEB just don’t care. In saying that, Bjorn, I know that you have been trying to help, but it seems we are still not getting anywhere.

Please advise what you propose in this regard?

Francois Strydom

Would someone from Telkom please reply?

After you "fixed" something last week Friday, my line speed dropped from 7.6mbps to 6.4mbps... from speedtests I have done. Can you please UNDO that fix seeing that my line speed deteriorated now?