1 reviews | Active since Jun 2015
Terrible Service Provider
<p>I'm a Senior Software Engineer for an American company. I work from home, and my internet connection is my bread and butter. In March last year we moved to a new house, barely 2 blocks from where we were getting 20Mbps. At the new house, we discovered we could get 20Mbps as well, despite being told the area only supports 2Mbps. Up until November, we've enjoyed stable speeds of around 17.5Mbps which I happily paid for. Then suddenly in November, our speeds dropped down to around 10Mbps, and on some days, couldn't even connect. We've had nuerous technicians come out, all to no avail. I'm paying for 20Mbps, but getting half that if I'm lucky. Almost every week, there are periods where we have absolutely no connection at all, not even the telephone line works - so there is something wrong there. Somewhere along the way, we also discovered that someone had downgraded us to a 2Mbps account without my authroity - but we managed to resolve that pretty quickly. Yet the terrible speeds persist. Most recently we had a technician come out, and he explained that we are on an IMAX High Speed port, but it's in bad shape. He also stated that Telkom will not replace it because they will be laying fibre down in 6 to 8 months. I find this ridiculous - they won't maintain the existing infrastructure because something better is coming in half a year or more? So am I supposed to just sit on my hands and pay for a line that barely works?<br /><br />I then looked at alternatives, and Telkom advertises that I'm in an area that supports LTE, and the package the site suggested to me for my area is the LTE Uncapped. Great, I don't mind paying for that if I get stable service and decents speeds. Yet, calling them, I got told that I'm in an area that supports LTE, but not the Uncapped package - how does that work? Surely the data package is independant of the area? I feel this is extremely misleading advertising, to the point of being discriminatory.<br /><br />In the interim, I'm stuck running on a ******* line (which at the time of this writing is again entirely off - no ADSL, no telephone - again I've had to log a fault) and pay for something I'm not getting. I'm extremely dissatisfied with the service I receive, and feel like I'm being taken for a ride. Telkom's ineptitude is undermining my ability to provide an income for my family.</p>
And so the issue persists. We had a very professional technician (a contractor, he didn't work directly for Telkom) come out shortly after my initial post. He was thorough and identified the issue - apparently there is 32db of noise on the line between the main box and our sub, and contacted his supervisor regarding the issue. He was clear that he checked the line to our residence from the sub and there is no issue there. He even replaced the dropline at our home as a final measure. Still, we get speeds of 10.1 Mbps to 10.6 Mbps on average, and the line drops frequently - in other words, nothing has changed (although through no fault of his own - he did his best to resolve the issue).
This last weekend, I then got an SMS out of the blue stating that our DSL line had been restored. Which clearly, it hasn't - today alone the line has dropped 4 times, and earlier today I was getting around 6 Mpbs. This evening, it seems to have gone back to around 10 Mbps. To date, I haven't received any update with regards to the outcome of the technician's discussion with the supervior, and as to whether anything is going to happen based on the technician's diagnosis.
So again, to reiterate, I'm on the DSL Elite package - it has been confirmed both through past experience, and by several technicians, the line is 20 Mbps capable. It used to be a very stable line, and we never had any issues until November last year. The issue is the main box in Sheridan Road which is affecting my connectivity. Can someone kindly let me know what is going on, and advise me as to whether the issue still being attended to?
And so the issue persists. We had a very professional technician (a contractor, he didn't work directly for Telkom) come out shortly after my initial post. He was thorough and identified the issue - apparently there is 32db of noise on the line between the main box and our sub, and contacted his supervisor regarding the issue. He was clear that he checked the line to our residence from the sub and there is no issue there. He even replaced the dropline at our home as a final measure. Still, we get speeds of 10.1 Mbps to 10.6 Mbps on average, and the line drops frequently - in other words, nothing has changed (although through no fault of his own - he did his best to resolve the issue).
This last weekend, I then got an SMS out of the blue stating that our DSL line had been restored. Which clearly, it hasn't - today alone the line has dropped 4 times, and earlier today I was getting around 6 Mpbs. This evening, it seems to have gone back to around 10 Mbps. To date, I haven't received any update with regards to the outcome of the technician's discussion with the supervior, and as to whether anything is going to happen based on the technician's diagnosis.
So again, to reiterate, I'm on the DSL Elite package - it has been confirmed both through past experience, and by several technicians, the line is 20 Mbps capable. It used to be a very stable line, and we never had any issues until November last year. The issue is the main box in Sheridan Road which is affecting my connectivity. Can someone kindly let me know what is going on, and advise me as to whether the issue still being attended to?
Does Telkom monitor these comments at all? As far as I'm concerned, this matter is still open - since my complaint has still not been resolved. Can someone please contact me in this regard?
Does Telkom monitor these comments at all? As far as I'm concerned, this matter is still open - since my complaint has still not been resolved. Can someone please contact me in this regard?