Telkom
Bad Service - ADSL Technical Support

I had an ADSL line installed on the 4th of February 2014. I selected the 10Mbps package from Telkom after I was informed that my exchange support up to 20Mbps. Installation went flawlessly. I tested my speeds and was appalled to see the following information reported by my DLink Telkom Router: 1) Router only syncs at 6144Kbps downstream and 639Kbps upstream. 2) Attainable Rate is 15Mb. As this is not consistent with a 10Mbps package I contacted the call centre, what a nightmare! I was on hold for over 1 1/2 hours (2 calls) before I was helped. The first call the agent informed me that, after testing, I was connected to an 8Mbps port on the exchange and then proceeded to cut me off. On the second call I was confronted by an extremely rude lady that kept on insisting that I can not get 15Mbps speeds as I am on a 10Mbps package, this is after I tried to explain what the router was reporting as Attainable speeds. She proceeded to get more agitated and eventually cut me off as well. I would like 2 answers: 1) Why would I be connected to an 8Mbps port on the exchange, being on a 10Mbps package, in an area that more than supports it? 2) Rude call centre staff, is this acceptable?

Company: Telkom
Country: South Africa
City: Technical Support

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