Telkom services are being impacted by Eskom’s nationwide load shedding schedule. Depending on the duration of load shedding, Telkom may lose some core network elements which can impact customer services.
“The company understands the great inconvenience disconnection of its services brings to its customers and will therefore be on high alert during this period, mobilising all available technicians to work additional hours,” says Marna Wilden, managing executive of Telkom’s Network Centre Operations.
“Our business and operations will also be impacted by load shedding and we hope that customers will appreciate that we are doing all that we can to maintain services under these trying circumstances,” she adds.
Telkom has pointed out to customers that, in an instance of power failure – as a result of load shedding or otherwise – older models of modems do not have built in functionality that allows the modem to reset itself.
In these cases customers are required to reset the modem manually once power has returned. This constitutes switching the modem off and on again and possibly rebooting the computer.
Newer models of modems, such as those currently being distributed by Telkom, do have built in reset functionality and is likely to return to normal functionality once the power is on again.
However if disconnection persists, affected customers can reach Telkom to report their problems via four channels:
* Faults can be logged electronically via the Telkom website – www.telkom.co.za;
* Customers can SMS “SERVICE” and their number to 30591 for quick and easy assistance;
* Telkom’s app can be downloaded for free on an Apple device and the Android version from the Google Play Store; and
* Residential customers can call 10210 for assistance, while business customers can contact 10217.
Wilden advises customers that once they have obtained a reference number after reporting a fault, they do not need to call Telkom again as the company’s internal systems will manage faults and ensure that repairs are completed.
