Telkom proclaims ADSL vindication

By Warwick Ashford for Telkom

Johannesburg, 05 Feb 2004

Despite complaints from several quarters, independent research shows the majority of asymmetrical subscriber line (ADSL) users are happy with Telkom`s service and offering.

"A large independent research company confirms that 87% of business users and 84.3% of domestic users rated Telkom`s ADSL service as excellent, very good, or good," says Steven White, Telkom product development executive.

"We now have proof that most ADSL users are happy with the service."

White says the survey shows that contrary to many recent media reports, very few ADSL users are dissatisfied. "I am now open to audit."

Telkom ADSL users have argued vehemently against issues such as the pricing and the 3GB data cap, and a group of disgruntled users have gone so far as to launch a Web site to discuss their frustrations. ITWeb readers complaining about the service say that as soon as they exceed the limit, their Internet connection becomes so slow that it is virtually non-existent.

"The research was based on a significant sample of 790 ADSL clients," says Hans Van De Groenendaal, Telkom corporate communications senior manager. "We think the sample is a good representation of users` experience with roughly equal numbers of business and residential users included in the sample."

Telkom hopes to further improve the level of user satisfaction by expanding its ADSL services to new areas and markets.

"Some areas have not been able to access ADSL because of fibre optic links instead of the required copper wire links between the digital subscriber line access multiplexors (DSLAMs) and users," says White. "It was simply not practical to put 480-port DSLAMs in street junction boxes to serve only a handful of users."

This has changed with the introduction of mini-DSLAMs with 12 to 48 ports. "Using the new mini-DSLAMs, we expect to start expanding our ADSL services into these formerly excluded areas very soon."

In addition to expanding service areas, Telkom plans to make a new premium service available that is less restricted than the standard offering. "This service has yet to be finalised," says White, "but it will be sold in 1GB increments and will be aimed at online stock traders and gamers."

Although aimed at gamers, he says it will not be suitable for those wanting to use peer-to-peer applications. "These users should get a leased-line."

White says the survey results are gratifying considering the effort Telkom has made to provide the best ADSL service at the lowest possible price. "We have done our best to make ADSL sustainable and affordable, and hope to drive down the cost even further as the number of users increases and more sophisticated billing technologies become available."

Industry experts reacted cautiously to the claims, saying they are reluctant to comment on the results without seeing the full sample and methodology used.