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
- 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.