ADSL network failures

ADSL South Africa (Broadband South Africa), 14 February 2007

MWEB was forced to issue a statement to their customers after a significant increase in complaints placed a lot of pressure on their call centres. All due to Telkom maintenance of the SAIX ADSL network which caused a series of ADSL network failures.

According to a MWEB spokesperson the series of network failures “…are directly attributable to planned maintenance activities being carried out on the network by Telkom. The problem is compounded by Telkom being unable to communicate or confirm these failures to us in a timely manner. The resultant increase in calls to our call centres, and the unnecessary time spent in trouble-shooting the cause of the problem with our customers, is further cause for concern” (MWEB at loggerhead with Telkom over ADSL problems, Muller, 7 February 2007).

In other words, Telkom is simply not taking into consideration the consequences of their actions. It doesn’t come as a surprise at all. It’s not important to Telkom that some businesses count excellent service as something to be proud of. They don’t care how many customers one loses. Nothing has changed. One can expect the same dirty old tricks.

The good news for MWEB subscribers is that MWEB is on Telkom’s case. “We are actively monitoring and managing the situation until such time as we are satisfied that the quality of service has improved to an acceptable level” (MWEB at loggerhead with Telkom over ADSL problems, Muller, 7 February 2007).

ADSL South Africa(Broadband South Africa) welcomes MWEB’s drive to protect their subscriber base.