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03 November 2014

Load shedding impacts Telkom services


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 Ms 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 wishes to highlight 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.
 
It is preferred, in the interest of saving time, that customers attempt this manual reset process prior to engaging our support staff through our call centres. 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.
  • Residential Customers can call 10210 for assistance, whilst Business Customers can contact 10217.
Ms 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 all faults and ensure that repairs are completed.

For further enquiries, please contact:

Pynee Chetty

Senior Specialist: Media Relations

Group Communication

Tel:+27 12 642 1716

Mobile: +27 81 389 7874

Email: chettpr2@telkom.co.za

 OR

Leigh-Ann Francis

Specialist: Media Relations

Group Communication

Tel: +27 12 642 1728

Mobile: +27 81 391 4780

Email: francilm@telkom.co.za

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ABOUT TELKOM:

Telkom is a leading communications services provider in South Africa. We had consolidated operating revenue of R16.8 billion and normalised profit after tax of R1, 683 million for the period ended 30 September 2015. Total assets amounted to R41.9 billion and equity attributable to the owners of Telkom to R23.5 billion as of 30 September 2015. The group generated normalised free cash flow of R1.4 billion for the period ended 30 September 2015.

As of 30 September 2015, we had approximately 3.3 million telephone access lines in service and 1,030,441 ports connected via MSAN access. We offer business, residential and payphone customers a wide range of services and products, including:

  • fixed-line retail voice services using PSTN (Public Switched Telephone Network) lines, including ISDN (Integrated Services Digital Network) lines, and the sale of subscription based value-added voice services and calling plans;
  • fixed-line customer premises equipment rental and sales services both voice and data needs and these include PABX, Computers, Routers, Modems, Telephone handsets and other ancillary equipment;
  • interconnection services, including terminating and transiting traffic from South African mobile operators, as well as from international operators and transiting traffic from mobile to international destinations;
  • fixed-line data services, including domestic and international data transmission services, such as point-to-point leased lines, ADSL (Asymmetrical Digital Subscriber Line) services, packet-based services, managed data networking services and internet access and related information technology services;
  • Data Centre Operations includes e-commerce, application service provider, hosting, data storage, e-mail and security services;
  • W-CDMA (Wideband Code Division Multiple Access), a 3G next generation network, including fixed voice services, data services and nomadic voice services;
  • mobile communication services, including voice services, data services and handset sales through our mobile navbar-brand called Telkom Mobile;
  •  information and communication services including cloud services, infrastructure services, workspace services, global service integration management and hardware and network equipment sales locally, in seven African countries, the UK and Dubai through Business Connexion Group; and
  • other services including directory services, through Trudon (Pty) Ltd, wireless data services, through Swiftnet (Pty) Ltd.

Convergence is one of our key strategic initiatives in building a sustainable future for Telkom.  We will lead the provision of converged services in South Africa in support of our mission statement: Seamlessly connecting people to a better life.