Lack of Feedback / Unresolved Ticket

Good day,

Ever since the end of August 2017(I've been with WebAfrica since mid July 2017) I've been having constant issues with my ADSL. The one major issue being that I keep experiencing multiple disconnections on my ADSL line on a daily basis. I have logged multiple calls about this during that time, all of which ended with the issue being resolved for a day or two before going right back to being an issue. On top of the above issue, my line has been syncing at 5mbps, instead of the 8mbps that I've been paying for, from around the same time the disconnections started. From what I understand, this is due to Telkom putting a port profile on my line to 'improve' stability on my line. I logged support ticket # ********** on 2017/10/10. This ticket was ignored for the better part of a week and was only attended to once I decided to hop onto the 'support chat' feature offered through your website. While using this got me some answers, it didn't much get me further with resolving my issue apart from giving me some information as to why my line is syncing at 5mbps. Since then my ticket has seemingly bounced between 3 - 5 different technicians, all giving me some generic copy-paste responses with no actual solution or constructive feedback in sight. I understand that your support desk is supposedly busy and having some trouble providing feedback on a timely basis, but for a ticket to be open for close to a month with minimal feedback is a bit questionable. A Telkom technician was supposedly dispatched. He phoned me and told me he made some changes, but despite this, my issue was only 'resolved' for about a day or two before going back to the service I've been experiencing since August. This has become a massive inconvenience as there is, on multiple occasions, where I am unable to actually make consistent use of the 'service' I've been paying for Since July. This has also created many occasions, like yesterday(2017/11/03), where I was forced to go into the office, as I am unable to work from home with my line dropping every 2 - 5 minutes.

I have attached some screenshots just to indicate the amount of disconnections I've been experiencing since August. As indicated by the August figures, I experienced minimal to no-issues until around 26 August. Since then, my line has dropped multiple times on a daily basis. Please also note the amount of disconnections I've experienced this morning and yesterday already.

Please also see the below mail that I sent through to Muammar Khan, the technician that helped me via the 'support chat' feature you offer on your website. I never received any response on this, and have since actually forwarded it the support desk twice with no response.

I would appreciate some constructive feedback on my issues, as this is becoming absurd.

Looking forward to a most timely response.

Regards, Simon Foord.

PS, please see mail to Muammar Khan below. I would appreciate some feedback on my points.

"Good morning Muammar,

As per our chat on Monday, I see the port profile that was put in place on my line has been removed.

It does, however, seem to be just as unstable as when the profile was active. Could we please take this a step further where necessary?

On another note, would you kindly be able to advise on the below points:

1. Why was a port profile put in place without my knowledge? I understand that it was put in place in an attempt to improve line stability, but would think this is something that would be discussed with me first. Especially considering I'm continuing paying for an 8mbps line, while I'm getting 5mbps. In a case like that where stability is a concern, it would have made more sense to maybe even have my line downgraded to 4mbps instead of continuing to pay for a service that's been port profiled to a speed that isn't much higher than a 4mbps line.

2. To add to the above, as per our discussion the port profile was put in place on my line due to Telkom picking up issues from their end? Would you be able to get an answer as to how come I was always told(with my last few tickets that was logged) that there was no issues on my line, yet Telkom saw enough of an issue on my line to put a port profile in place?

3. My line was running fine at 8mbps for 90% of August. It's only around the 25th of August(when I logged the first call in regards to the line sync speed issues) that I really started experiencing any issues on my line. Are you, or Telkom able to advise as to what changed on my line around the 25th. As it doesn't make too much sense for the line to be stable for most of the month and then start having issues? What changed so drastically on my line that has caused me to experience issues since the end of August?

4. On a different note. Is installing a Second or New ADSL line an option? Would doing something like that provide an improvement to my service? Not that I feel this option should be necessary, considering, again, my line being stable for the majority of August.

I appreciate any feedback and trust this all makes sense.

Looking forward to hearing from you.

Kind Regards, Simon Foord."