Stellar service by a friendly and patient Technical Advisor

<p>On 10 August, I called Telkom's Technical line to report a drop in overall speed. The issue was not to much the download speed, but the upload speed which I feel resulted in many website's loading being delayed or outright failing. I was provided a reference (631CWK100816)</p> <p> </p> <p>I spoke to a lady who said she would "reset the ports", after doing this and following her steps, where I turned off the modem/router and had her run her program, after turning on the modem, there was no connection.</p> <p> </p> <p>The DSL link on the router showed 4096Mbps downlink and 512Mbps uplink as it should, but we simply could not connect. She then forwarded this to the Technicians who would call us in about 48 hours. That's quite some time to wait for a problem she caused.</p> <p> </p> <p>Unhappy with this, I called again later the day and another woman had me reset the router. I was unconvinced that this would help as it yielded no effect and everything appeared the same. She merely updated the case with the Technicians.</p> <p> </p> <p>Today, I called again to follow up as I was prepared to escalate this to a Manager who would hopefully get it handled by a Technicians sooner rather than 48 hours, the advisor tried to help before passing us over and merely did everything that was done before. With it yielding no effect, he "Escalated" this to the Technicians. </p> <p>Unfortunately, from experience the word "Escalate" holds no power if they are simply placing it in the same queue as the rest.</p> <p> </p> <p>After feeling more could be done and not wanting the next Technical Advisor to flog the already very dead horse, I called in and asked a few strategic questions. How long it would take for the Technician's to contact us, and if it would be possible to be transferred to the Technician's department. The advisor told me that it would not be possible as they don't have direct contact with them. Instead he proceeded to ask a few basic questions, which I allowed as some of the questions were not asked before. We went through the router settings, tried the Telkom Guest ADSL details to see if this would connect and sadly it did not at first. Monty, as he likes to be called had me create a PPPoE connection directly from my PC to see the error code 651. This confirmed his suspicion that my Modem was indeed at fault here. Strange as it worked perfectly well until the 1st advisor reset the line.</p> <p> </p> <p>Even so, I offered to reset the modem through the browser page, before he had me do the hardware reset. This proved effective as the DSL light although blinking the entire time, suddenly gave life to the "Internet" light next to it. The Guest details connected to their system and after changing it with my details it worked as before with the Upload speed being restored and the 4096Mbps still at 3584Mbps, but I am happy that it is working.</p> <p> </p> <p>I told Monty they should promote him to a Technician based on his patience, knowledge and use of processes. Sadly I could not rate him on his excellent performance as he had to call me on my cellphone after the line dropped. I told him I would note his recommendation here along with the reference number ( ********** 6) to ensure he receives the recognition he deserves.</p> <p> </p> <p>Good on your Monty! You and other fine employees like you, restore the little faith we have left in Telkom. Thank you.</p>