Telkom services are being impacted by Eskom's nationwide load shedding schedule, the telco said in a statement today.
Depending on the duration of load shedding, says Telkom, it may lose some core network elements, which could impact customer services.
Marna Wilden, managing executive of Telkom's network centre operations, says the company will be on high alert during this period, mobilising all available technicians to work additional hours.
"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 goes on to highlight that in the case 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. Newer models of modems, such as those currently being distributed by Telkom, do have built-in reset functionality and are likely to return to normal functionality once the power is on again.
In the case of older modems, says the company, customers need to reset the modem manually once power has returned, by switching the modem off and on again and possibly rebooting the computer.
Telkom requests that, in the interest of saving time, customers attempt this manual reset process prior to contacting its call centres.
If the problem persists, customers can report connectivity problems using the following means: by logging the problem on Telkom's Web site (www.telkom.co.za); SMSing "service" and the associated number to 30591; reporting the problem via Telkom's app (available for Apple and Android devices); and by calling 10210 (consumer lines) or 10217 (business lines).
Once customers have obtained a reference number after reporting a fault, Telkom's internal systems will manage all faults and ensure repairs are completed, says Wilden.
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