Telkom says it is working around the clock to correct a system problem that has led to some call centres not responding promptly, and has urged clients to be patient as it attempts to resolve this.
Xolisa Vapi, Telkom media relations specialist, says the system problem caused unusually high levels of calls to the company`s reporting centres, in particular 1023 for directory services and 10212 for fault reporting.
"We appeal to our customers to report their service faults only once, and then to retain the system-allocated reference number," he says.
"We want to assure clients that, once a fault has been reported and a reference number assigned, every effort will be made to resolve it within reasonable time. However, when people keep calling to report the same outage, it simply contributes further to the high volume of calls and ends up creating even longer delays in our response time."
The monopoly has asked users to try alternative channels to register service enquiries, while it works on improving its call centre response times.
Vapi says the other options include logging faults electronically via Telkom`s Web site, where customers can complete an online form, calling during non-busy hours or by visiting one of the Telkom Direct outlets.
"For directory enquiries, we suggest that people either visit www.yellowpages.co.za if they need a business listing or http://phonebook.yellowpages.co.za if they need to access the electronic white pages for residential listings."
He says it is also important for users to ensure their telephone and associated equipment connected to the line has been properly checked before calling to report anything faulty.
"This can be done by plugging in a spare or a neighbour`s telephone. Obviously if there is dial tone it means the line is in working order and the problem is likely to be with the customer`s own equipment."
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