Telkom
POOR SERVICE AND INCOMPETENCE

I've now logged several faults for DSL issues, of which the last is 1064CTK120213. I was logged on 13 Feb 2013. From 13 to 16 Feb 2013 I've spoken with various DSL support personnel. The problem is VERY high line attenuation ranging between 58.7 and 62dB on my line, as well as connection frequently dropping and only getting speeds below 0.5 MB/s when the line is working.

One of the DSL support technicians wanted to tell me that Uncapped Internet does not work on 2MB ADSL lines and she decided, without consulting me to downgrade my line to a 1MB line. She also wanted to tell me that the higher your line speed, the higher the attenuation is supposed to be. I read her a MS Technet article explaining the influence of line attenuation on your quality of service. I work in Industrial IT supporting DSL and 3G/HSDPA devices, so I know how things work.

I've then escalated the fault that was not being attended to, as well as the gross incompetence of DSL support staff to the manager and received the following escalation number: F161117.

The fault has been closed on the 16th of Feb 2013, without problem resolved, and my line is still at 1MB.

Company: Telkom
Country: South Africa
City: Centurion, The Reeds

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