1 reviews | Active since Mar 2015
Telkom ADSL Hook-Up
<p>I moved house today and as per scheduled appointment, the technician sent bu Telkom showed up earlier than expected, connected me up (landline and ADSL line) in under an hour! I think he is a private contractor andnot a Telkom employee. Please read on to see why I make this observation.</p> <p> </p> <p>Wow! This kind of service froom telkom when other people tell me they put in an order for an ADSL line months ago and never heard back from Telkom...</p> <p> </p> <p>So, Not 10 out of 10 for the on-site technician, but 20/10 for him! Thanks Kobie!!!</p> <p> </p> <p><strong>My gripe you ask?</strong></p> <p> </p> <p>Well, I moved from one complex to another complex in the SAME neighbourhood (I even kept the same landline number). The new place is 200 to 300 meters CLOSER to the Telkom exchange I was/is connected to. So I expected to at least be at the same paltry 4Mbps ADSL connection at the new place. <strong>But no</strong>,<strong> I am now at 2Mbps ADSL connection speed. </strong></p> <p> </p> <p>It turns out the reason for this fact (as confirmed by my ISP) is because the Telkom people at the exchange did not bother to look at the order and left the default speed on the exchange side ADSL port. Now for the shocker! The technician COULD NOT REACH THE EXCHANGE SIDE PEOPLE AT 10:50 ON A FRIDAY MORNING!!!</p> <p> </p> <p>He had to leave for his next appointment but said he would try to speak to the same person he had spoken to just before he attended to my installation earlier on Friday morning. He tried several times with NO SUCCESS and later phoned me at 11:46 to say he could NOT REACH ANYBODY AT THE EXCHANGE SIDE! So I am still on 2Mbps, stuck in the stone age. At least at 4Mbps I felt like I was in the iron age...</p> <p> </p> <p>Dear Telkom, how do you expect to be successful (other than being 100% protected by the covernment against any kind of proper competition) with this kind of service?</p> <p> </p> <p>PLUS 200% for the technician and his efforts, MINUS 200% for the rest of Telkom in Somerset West, who it seems, knocked off BEFORE 11AM on a Friday morning!!!</p> <p> </p>
Ironically, I received THREE SMS' from Telkom during the day on Friday (31 March 2017), one at 7:53, one at 9:22 and one at 13:37, stating the following:
"Dear Customer, a Telkom technician has been dispatched to install your telephone line for your order ( ********** 60) today. Your continued support is appreciated. Regards, Telkom"
After giving my ID number and Telkom Order number in the first HelloPeter review above (to HelloPeter), I received the response from Telkom above (asking for my ID and my telephone number).
Should my ID and the Telkom Order Number, which I gave to HelloPeter, not be enough to go on? Or does HelloPeter not provide that information to Telkom?
Ironically, I received THREE SMS' from Telkom during the day on Friday (31 March 2017), one at 7:53, one at 9:22 and one at 13:37, stating the following:
"Dear Customer, a Telkom technician has been dispatched to install your telephone line for your order ( ********** 60) today. Your continued support is appreciated. Regards, Telkom"
After giving my ID number and Telkom Order number in the first HelloPeter review above (to HelloPeter), I received the response from Telkom above (asking for my ID and my telephone number).
Should my ID and the Telkom Order Number, which I gave to HelloPeter, not be enough to go on? Or does HelloPeter not provide that information to Telkom?
I received a call from a person named Stanford on Sunday morning (April 2, 2017). After I had to explain everything from the very beginning of the issue, and after some remote checking (from the Cape Town offices) Stanford confirmed the following:
1. There was a mistake made when the ADSL card/port at the exchange was setup for me on Friday. It should have been configured for 4 Mbps and not 2 Mbps.
2. The problem is at the exchange side and NOT at the house side of the line. Apparently he could measure the signal to noise ratio on the line at both ends.
3. I am now 3.3km from the exchange (andnot more than 4 km). This should allow me to get an ADSL line speed of 10Mbps and not 4 Mbps.
Stanford said he would send a message to the exchange people who should be able to attend to this issue on Monday, April 3.
After I asked, Stanford said that no, unfortunately there is NO WAY for him to CONFIRM in any way whatsoever, if his message to the Somerset West Telkom exchange personnel will be looked at or acted upon. There is also NO WAY for me to contact him again as he cannot receive incoming calls.
Don't you just LOVE the way Telkom structures their setup? Exactly so that the customer CAN NEVER EVER CONTACT ONE OF THEIR AGENTS, OR GET ANY FEEDBACK. Exacly so that NOBODY at Telkom CAN/WILL EVER HAVE TO TAKE ANY RESPONSIBILITY to take an issue such as this FROM START TO COMPLETION!
Nice one Telkom. With you, I don't even want to touch the future with a ten foot pole!
I received a call from a person named Stanford on Sunday morning (April 2, 2017). After I had to explain everything from the very beginning of the issue, and after some remote checking (from the Cape Town offices) Stanford confirmed the following:
1. There was a mistake made when the ADSL card/port at the exchange was setup for me on Friday. It should have been configured for 4 Mbps and not 2 Mbps.
2. The problem is at the exchange side and NOT at the house side of the line. Apparently he could measure the signal to noise ratio on the line at both ends.
3. I am now 3.3km from the exchange (andnot more than 4 km). This should allow me to get an ADSL line speed of 10Mbps and not 4 Mbps.
Stanford said he would send a message to the exchange people who should be able to attend to this issue on Monday, April 3.
After I asked, Stanford said that no, unfortunately there is NO WAY for him to CONFIRM in any way whatsoever, if his message to the Somerset West Telkom exchange personnel will be looked at or acted upon. There is also NO WAY for me to contact him again as he cannot receive incoming calls.
Don't you just LOVE the way Telkom structures their setup? Exactly so that the customer CAN NEVER EVER CONTACT ONE OF THEIR AGENTS, OR GET ANY FEEDBACK. Exacly so that NOBODY at Telkom CAN/WILL EVER HAVE TO TAKE ANY RESPONSIBILITY to take an issue such as this FROM START TO COMPLETION!
Nice one Telkom. With you, I don't even want to touch the future with a ten foot pole!
Hi Garreth,
The technician did contact me and requested a modem reset. After some testing I can confirm that I am officially back on a 4 Mbps ADSL line.
The technician did also confirm that his job card states that my ADSL card/port can ony be set to 4 Mbps at this time, BUT that the equipment my ADSL line is using can in fact deliver 10 Mbps line speed to my house.
Just to be clear - Telkom technicians have now on two separate occasion informed me that I can get 10 Mbps on my current ADSL circuit, and I have thus put in an order for the upgrade to 10 Mbps via my ISP, Cybersmart.
Thanks for responding and in fact correcting the issue!
It is just such a pity that this could not have been done on Friday morning when Cobie (your technician) was here to connect my ADSL line up. The staff at the exchange (back-office) or wherever they are situated, let the ball drop badly.
AS A TELKOM SHARE HOLDER VIA THE JSE, I WOULD LIKE TO KNOW IF ANYTHING IS GOING TO BE DONE TO THE BACK-OFFICE STAFF FOR KNOCKING OFF ON A FRIDAY MORNING, END OF MONTH, BEFORE 11 AM?
Thank you,
Bennie
Hi Garreth,
The technician did contact me and requested a modem reset. After some testing I can confirm that I am officially back on a 4 Mbps ADSL line.
The technician did also confirm that his job card states that my ADSL card/port can ony be set to 4 Mbps at this time, BUT that the equipment my ADSL line is using can in fact deliver 10 Mbps line speed to my house.
Just to be clear - Telkom technicians have now on two separate occasion informed me that I can get 10 Mbps on my current ADSL circuit, and I have thus put in an order for the upgrade to 10 Mbps via my ISP, Cybersmart.
Thanks for responding and in fact correcting the issue!
It is just such a pity that this could not have been done on Friday morning when Cobie (your technician) was here to connect my ADSL line up. The staff at the exchange (back-office) or wherever they are situated, let the ball drop badly.
AS A TELKOM SHARE HOLDER VIA THE JSE, I WOULD LIKE TO KNOW IF ANYTHING IS GOING TO BE DONE TO THE BACK-OFFICE STAFF FOR KNOCKING OFF ON A FRIDAY MORNING, END OF MONTH, BEFORE 11 AM?
Thank you,
Bennie