Following the havoc wreaked by harsh weather conditions in KwaZulu-Natal (KZN) recently, Telkom has had to deploy technicians to work around the clock to restore services.
According to Telkom, recent heavy rain and electrical storms severely disrupted communication services in KZN, with the Durban metro areas, including Pinetown and the Durban CBD, being worst hit. “The number of outdoor network-related faults has almost trebled over the past three weeks due to the extreme weather.”
The company says customer fault-reporting centres have experienced a significant increase in call volumes. “The continuing rain has had a significant impact on the time it takes to restore services.”
In addition, says Telkom, flooding has restricted technicians from accessing fault zones. “Outdoor and underground infrastructure, such as tunnels and manholes, cannot be accessed while it is raining and Telkom technicians are left with very little time to resolve faults in the short periods when the rain does subside.”
Consequently, Telkom has committed to the execution of a number of contingency plans, including the immediate deployment of technicians in surrounding areas to restore services around the clock.
COP17 challenge
The high-profile COP17 conference, under way in Durban, presents a further challenge, says senior specialist: media relations Pynee Chetty. “In this busy period, Telkom is unable to secure temporary lodging for technical staff from other regions to be brought in to alleviate the fault backlog.”
He says that Telkom has, however, ring-fenced a dedicated team of technicians to resolve any faults linked to COP17.
“We are mobilising all available technicians to work additional hours in order to address outstanding faults as expeditiously as possible,” says Theo Hess, Telkom's managing executive for network field services.
Customer advice
Telkom advises customers to ensure that deregulated premise equipment such as telephone headsets, modems and computing devices are ICASA-approved instruments or devices that have adequate lightning protection.
“Prior to reporting a fault to Telkom, customers must please check that the problem is not with the device. One way of achieving this is by plugging in another instrument to ensure the telephone or any other associated equipment is not damaged.
On several occasions, especially during electrical storms, routers, modems and computer equipment may experience a malfunction and freeze up. In order to isolate the problem, customers should unplug their ADSL modem/router from the electrical power point, advises Hess.
Should customers continue to experience modem problems, says Telkom, they should unplug the modem and PC, and then reconnect them. The computer should then be re-started and the username and password entered, if connecting that way. If the problem persists, the Telkom Call Centre or Internet service provider can provide assistance.
Hess urges affected customers to take note that once a customer has obtained a reference number after reporting a fault, they should note it down and keep it handy. “Should a customer need to follow up on the already reported fault, this reference number must be quoted.”
Faults can be logged by dialling 10210 for residential services or 10217 for business services. Faults can also be logged via SMS by texting the telephone number of the faulty line to 012 321 0212, and Telkom will generate a fault reference number for the customer. Faults can also be logged electronically on Telkom's Web site, www.telkom.co.za.
“We have embarked on an extensive programme to maintain network reliability and resilience during these adverse weather conditions. To this end, with the inclement weather predicted to continue, we are intensifying our efforts to have interrupted services repaired timeously,” concludes Hess.
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