General Support

Note : All Telkom supplied ADSL modems carry a 1 year guarantee. Incase of suspected service or modem failure please first call 0800 375 375(0800 DSL DSL) to obtain a reference number. No modem returns will be done without this referece number or outside the guarantee period. Telkom direct shops do not deliver modems. *You also qualify for a free Wifi modem if you sign a 24-months contract. Please also note that with a self installation, no DSL installation fee will be charged.

DSL Modems

Compatibility of modems

The equipment at the exchange end of your DSL line is known as a DSLAM (Digital Subscriber Line Access Multiplexer).

DSLAMs comply with international standards. The principal reference is ITU-T (International Telecommunication Union - Telecommunications Sector) Recommendation G.992.1. The modem you use on your end of the line must comply with the same standard.

Telkom has a list of modems that have been tested with our DSLAMs (See below). Manufacturers and distributors may submit their modems for testing. ICASA (Independent Communications Authority of SA) published a regulation that governs the regulatory requirements of DSL modems, i.e. Gazette No. 23766, Notice No 1488. To supplement the regulation, Telkom will publish a detailed DSL Network Subscriber Interface Desciptions shortly.The DSLAMs of both Telkom and the Second Network Operator (SNO), and all DSL modems used in South Africa must comply with those specifications.

Modem Installation Guides

• Telkom Mega 100
• Telkom Mega 200
• Telkom ZyXel Modems
• Marconi 4 Port Ethernet
• 2C 4 Port Ethernet
• Telkom Wireless router (Includes 4 built in ethernet ports)
• Non-Telkom modem userguide
• View User manual
• View Quick installation guide
• Download Self installation software

Modem security

To ensure that your Internet access is secured from intrusions the following steps are advisable.

1. Regularly change the default Password of the ADSL modem/Router
2. Ensure that Wireless encryption is always turned ON.
3. Change the default SSID
4. Change the default encryption key
5. Enable MAC Address Filtering
6. Disable the broadcasting of the SSID
7. Enable Firewalls On Each Computer and the Wireless ADSL modem/Router
8. Turn off the Wireless portion if not used

Instructions regarding the above security measures are published in the user guides for the Telkom supplied modems.

Further measures to protect your service from intrusions includes

• Disabling file-sharing on Microsoft Windows platforms if not needed
• Install a software firewall
• If you have a home network, consider installing a hardware firewall
• Install a virus-checking program such as Norton or McAfee Anti-Virus and ensure your virus database is up to date. Scan all downloads and attachments regularly.
• Regard any email attachments cautiously as they may contain viruses or malicious scripts, if you are not sure of the identity of the sender delete the mail or activate your virus scan immediately.
• Use "strong" passwords of at least 7 characters in length. Mix upper and lower case, and try not to use common words or names for your password.

Security is a personal decision, Telkom's modems have the functionality to provide a safe wireless environment but is reliant on you the user to activate the built in security measures to limit the risk of intrusion.

Telkom Approved Modems

Telkom will provide a one-stop service with regard to installation. Once your order is received and validated as feasible, Telkom will activate the network.

If you choose to buy a modem from Telkom, Telkom will also install a surge protector and if required, may help with the installation of required DSL software on your PC, at your premises.

All Telkom branded modems have a full one-year carry-in guarantee. If the modem is faulty while under guarantee the modem must be returned to the nearest Telkom Customer Service Branch to be swapped with a working unit of the same model. The guarantee is non extendable, meaning the replacement modem will only be covered by the balance of the initial one year guarantee.

NOTE: You will need one micro filter for every telephone socket connected to the DSL line on your premises, even if there is no equipment connected to that specific socket.

If you purchase a Telkom modem you will receive 2 micro filters in the box, and only need to buy additional micro filters if you have more than 2 telephone sockets on your premises.

Please note: It is important to note that the provision of Telkom's DSL access service is subject to network availability, distance, copper quality and line sync speed limitations. Telkom would therefore advise you not to purchase a DSL modem prior to confirmation that service can be provided.