on 23-05-2018 09:45 AM
My internet is down for almost 15 days (I don't know I pay bills for what) and I reported the problem like and the status is fixed "ASSIGNED TO TECHNICIAN". I don't really know when his majesty will showoff but I am waiting or attend to the issue. As the internet stop suddenly, we start by doing wire changing and so on to avoid what called unnecessary call. Then I call Telkom and they said the problem is "synchronization", what does it mean?
on 23-05-2018 12:06 PM
‘ No synchronisation’ just means Telkom’s internet signal from the exchange is not reaching ( or synchronising with) your home equipment. Telkom's technician will trace and fix the line fault so that your router can pick up the exchange signal correctly ( or synchronise) to restore your internet.
It often takes a while for technicians to trace a line fault so yes, a lot of patience needed - meanwhile you could request escalation by emailing your details & fault ref. number to email@example.com .
Telkom accounts do pass credit on your next bill - from the fault date until your connection’s restored.
Hope this helps.
on 24-05-2018 09:04 AM
Thank you so much for this Kathy1,
it looks WHILE is really a heck of time! According to the operator, the technician needs first to check the exchanger.
Thank you for your suggestion, I already escalated the issue and got another ref number. I believe there should be some alternatives when something like this occurs; no internet while the landline is working.
on 24-05-2018 03:22 PM
You’re welcome !
We’re also customers in the community, unfortunately can’t help much with service ( no Telkom support agents in the forum) .
I also received fault escalations from Telkom call centre for internet problem last year, but my line was fixed after emailing the details and fault refs to firstname.lastname@example.org If you don’t hear from a technician soon it might help to send an email - just to make sure your fault is properly logged in Telkom system.
Yes, the technician will usually check your line at both Telkom exchange and your home.