Start of Troubleshooter

Please select the domain your problem best relates to

Telephone Line
Telephone Instrument and Line Jack
ADSL
Pre-Paid Line
Public Payphones
DSTV

Please select a symptom that best describes your problem

No Service- Line dead
Calls Cut off
Cannot answer incoming calls
Crossed Lines
No incoming calls
No Outgoing calls
Line Noisy
Incoming speech faint
Outgoing speech faint
No tones after dialling
Intermittent service
Plus Facilities Faulty
Hunting across my lines do not work
Permanent ringing
Outdoor extension faulty
Wrong numbers incoming

Please select a probable cause below for more information

Telephone instrument is faulty.
Telkom line is faulty.

Please select a probable cause below for more information

Telephone instrument may be faulty
Multiple extensions
Callers are complaining of permanent busy tone
Callers are complaining of unanswered ring-tone
Telkom line may be faulty

Please select a probable cause below for more information

Telephone instrument may be faulty
Line suspended
Block call enabled
Telkom line may be faulty

Please select a probable cause below for more information

Telephone instrument may be faulty
Telkom line may be faulty

Please select a probable cause below for more information

Telephone instrument may be faulty
Telkom line may be faulty

Please select a probable cause below for more information

Telephone instrument may be faulty
Telkom line may be faulty

Please select a probable cause below for more information

No stutter dial tone to indicate that there are new messages
No messages but you have continuous stutter dail tone.
Unable to access your mailbox; a message prompt tells you that the mailbox is in use.
Unable to access their mailbox; a message prompt tells you that the PIN code is incorrect.
Cannot create mailbox, error message DOMAIN DOES NOT EXIST
Cannot create mailbox, error message number blocked for outbound calling
Cannot create mailbox, error message Duplicate record in AS (AS = Addressing Services)
Cannot retrieve messages when dialing 10120 (Home retrieval)
Cannot retrieve messages when dialing 10121 (Remote retrieval)
Cannot access the internet due to stutter dial tone.
Unable to receive voice messages, the number just rings when dialed and does not divert to voicemail after 20 seconds
Call gets disconnected before it diverts to voicemail.
Unable to delete messages
Unable to access mailbox error message "sorry but this mailbox is unavailable, goodbye"
Call diverts directly to the mailbox without ringing
Unable to retrieve fax messages; the number of saved messages increases after each attempted retrieval.
Unable to retrieve fax messages, even after being advised that the fax message was printed successfully
Cannot remotely retrieve fax messages dialing 10121
Cannot home retrieve fax messages dialing 10120
Invalid PIN code error message
Profile Manager Download Plug-in not functioning
Email not Received or Delivered
No Access to WEBPAGE (WEB SITE) Profile Manager
OUTCALL notification not functioning
Direct Fax Deposit not Functioning when dialing 088XXX (XXX indicates the area code as well as the telephone number)

Please select a probable cause below for more information

Telephone instrument is faulty.
Telkom line may be faulty

Please select a probable cause below for more information

Calls presented to a particular line or lines are not being received.

Please select a probable cause below for more information

Line reversal on extension line jack
Telephone instrument faulty
Telkom line may be faulty

Please select a probable cause below for more information

Possibly your line has been accidentally switched with another
Telephone number incorrectly published in telephone directory or a website
Auto-dialler or some other peripheral equipment incorrectly programmed and is calling you

Please select a probable cause below for more information

Telephone instrument may be faulty
Telkom line may be faulty

Please select a probable cause for more information

Telephone instrument is faulty.
Telephone instrument unplugged
Extension phone off the hook
Telkom line is faulty

Please select probable cause below for more information

The main line works but the outdoor extension is faulty
Outdoor cabling faulty

Please select a probable cause below for more information

Telephone instrument is faulty.
Telkom line is faulty
Internal wiring is faulty

Please select a probable cause below for more information

Telephone instrument is faulty.
Extension phone off the hook
Telkom line is faulty.

Proposed Solution

If this prompt is heard then it means the mailbox is locked possibly due to incorrect PIN entries (3 attempts). Please call Telkom on 10212 so that the mailbox can be unlocked or the PIN code changed

Proposed Solution

De-activate 'immediate divert' by dialing #64# from the line where the call answer is created on.

Proposed Solution

Report the problem to Telkom

Proposed Solution

Report the problem to Telkom

Proposed Solution

Report the problem to Telkom

Proposed Solution

Report the problem to Telkom

Proposed Solution

Report the problem to Telkom

Proposed Solution

Report the problem to Telkom

Proposed Solution

Report the problem to Telkom

Proposed Solution

Report the problem to Telkom

Proposed Solution

You will need to re-activate your outcall notification by following the voice prompts. If you require assistance please call Telkom

Proposed Solution

Check for any loose wires on the handset. To prove whether the telephone line or telephone instrument is faulty. Unplug and then plug in a known working telephone instrument. If the problem is resolved then the telephone instrument is possibly faulty and will require replacement or repair. To find your nearest Telkom Direct Shop click here. If the problem persists and calls still cut off then the Telkom line is possibly faulty. Report fault to Telkom.

Proposed Solution

Possible causes for this could be 1) the hunting facility needs to be re-activated in Telkom Exchange or 2) a telephone line if faulty. Either way the fault needs to be reported to Telkom. On small and medium PaBX's a trunk may be held-up and this could possibly be released by powering down and powering up the PaBX.

Proposed Solution

To prove whether the telephone line or telephone instrument is faulty. Unplug and then plug in a known working telephone instrument. If the problem is resolved then the telephone instrument is possibly faulty and will require replacement or repair. To find your nearest Telkom Direct Shop click here. If the problem persists and you are still experiencing permanent ringing then the Telkom line is possibly faulty. Report fault to Telkom.

Proposed Solution

To prove whether the telephone line or telephone instrument is faulty. Unplug and then plug in a known working telephone instrument. If the problem is resolved then the telephone instrument is probably faulty and will require replacement or repair. To find your nearest Telkom Direct Shop click here. If the problem persists and the outdoor extension is still faulty then it is possibly a fault on the external cabling. Before reporting the problem to Telkom please first check on your phone bill that the outdoor extension is Telkom installed and maintained.

Proposed Solution

Dial 101999. A voice recording will tell you the telephone number you are calling from. If it is your own number then this probable cause can be eliminated. If it is another number make a note of it and call Telkom on 10212. Quote your number and the one that you have been switched with.

Proposed Solution

If you have a telephone instrument that displays the incoming number then you can report this to Telkom who will contact the Customer on your behalf. If you do not or the number is withheld then it is very difficult to identify due to SA confidentiality laws. However, please contact Telkom who will try to assist you with this problem.

Proposed Solution

Ensure that the previous check has been made before reporting the problem to Telkom to avoid any unnecessary call-out charges.

Proposed Solution

If you have other telephone extensions on the main line then a Telephone may be off of the hook. Check all instruments.

Proposed Solution

Ensure that the previous checks have been made before reporting the problem to Telkom to avoid any unnecessary call-out charges.

Proposed Solution

Calls from this Telkom line are limited to certain numbers as configured by the Customer. A voice prompt will advise you if this service is enabled and the number you are calling is not one that has been configured.

Proposed Solution

Ensure that the previous checks have been made before reporting the problem to Telkom to avoid any unnecessary call-out charges.

Proposed Solution

Ensure that the previous check has been made before reporting the problem to Telkom to avoid any unnecessary call-out charges.

Proposed Solution

Report the problem to Telkom

Proposed Solution

Ensure that the previous check has been made before reporting the problem to Telkom to avoid any unnecessary call-out charges.

Proposed Solution

This is caused when for example the blue wire is connected to number 2 and the orange wire is connected to number 5 in one Line Jack unit but on the extension line jack unit these colours are reversed. The condition is apparent when both phones are placed on the hook.

Proposed Solution

Ensure that the previous checks have been made before reporting the problem to Telkom to avoid any unnecessary call-out charges.

Proposed Solution

Ensure that the previous check has been made before reporting the problem to Telkom to avoid any unnecessary call-out charges.

Proposed Solution

Try to determine how the caller obtained your number. Telkom cannot be held responsible for numbers incorrectly published on third party websites. Maybe a change of number is a option - please contact Telkom.

Proposed Solution

Ensure that the previous checks have been made before reporting the problem to Telkom to avoid any unnecessary call-out charges.

Proposed Solution

Check that all other telephone handsets have been correctly placed back onto the telephone base and that any cordless telephone instruments have successfully disconnected a previous call.

Proposed Solution

Check for any loose wires on the handset. Check that all handsets are correctly placed on the telephone base. To prove whether the telephone line or telephone instrument is faulty. Unplug and then plug in a known working telephone instrument. If the problem is resolved then the telephone instrument is possibly faulty and will require replacement or repair. To find your nearest Telkom Direct Shop click here. If the problem persists and there is still intermittent no service then the Telkom line is possibly faulty. Report fault to Telkom.

Proposed Solution

Ensure that the previous checks have been made before reporting the problem to Telkom to avoid any unnecessary call-out charges. Try to observe when the service is not working i.e. during wet weather or at certain times of the day, how often it occurs and inform the agent when reporting the fault as this will assist the technicians.

Proposed Solution

Ensure that the previous check has been made before reporting the problem to Telkom to avoid any unnecessary call-out charges.

Proposed Solution

1. Call your own landline number from another line or cellphone to test if the telephone instrument rings. If so then it is unlikely that there is anything wrong with either the instrument or Telkom line.

Proposed Solution

Report the problem to Telkom as this is a telephone exchange configuration problem.

Proposed Solution

Report the problem to Telkom to reset the PIN.

Proposed Solution

Report the problem to Telkom as this is a telephone exchange configuration problem.

Proposed Solution

Report the problem to Telkom

Proposed Solution

Report the problem to Telkom

Proposed Solution

Ensure that the telephone instrument is set for tone dialing. Usually on the underside of the instrument there is a switch indicating 'Pulse' or 'Tone'. If the problem persists please report the problem to Telkom.

Proposed Solution

Please remove the 'wait for dial tone' on the properties of your dial up connection to the internet, this setting is on the PC modem properties or dial up connection properties. If problem persists and your ISP is Telkom please call 10215.

Proposed Solution

You must re-activate your call divert options. To activate the option to receive voicemail when the line is busy dial *65# from the line where the call answer is created on. For voicemail on a no answer condition it can be activated by dialing *66# from the line where the call answer is created on. If the problem persists please report the Problem to Telkom.

Proposed Solution

The problem could possibly be caused may be an alarm system or other device (fax) answering the call before it can divert to voicemail. Please ensure that all other devices are set for a longer answer time than 20 seconds. If the problem persists please report the Problem to Telkom.

Proposed Solution

Check that the cable is securely fitted into the telephone instrument and the line jack unit.

Proposed Solution

To prove whether the telephone line or telephone instrument is faulty. Unplug and then plug in a known working telephone instrument. If the problem is resolved then the telephone instrument is possibly faulty and will require replacement or repair. To find your nearest Telkom Direct Shop click here . If the problem persists and you still have no dial tone then the Telkom line is possibly faulty. Report fault to Telkom.

Proposed Solution

Check that all other telephone handsets have been correctly placed back onto the telephone base and that any cordless telephone instruments have successfully disconnected a previous call.

Proposed Solution

To prove whether the telephone line or telephone instrument is faulty. Unplug and then plug in a known working telephone instrument. If the problem is resolved then the telephone instrument is possibly faulty and will require replacement or repair. To find your nearest Telkom Direct Shop click here. If the problem persists and the line is still noisy then the Telkom line is possibly faulty. Report fault to Telkom.

Proposed Solution

Ensure that the previous checks have been made before reporting the problem to Telkom to avoid any unnecessary call-out charges

Proposed Solution

Check for any obvious signs of damage to internal cables and line jacks

Proposed Solution

Some non-SATRA approved cordless telephones can be affected by radio interference. To prove whether the telephone line or telephone instrument is faulty. Unplug and then plug in a known working telephone instrument. If the problem is resolved then the telephone instrument is possibly faulty and will require replacement or repair. To find your nearest Telkom Direct Shop click here. If the problem persists and you still have cross line problems then the Telkom line is possibly faulty. Report fault to Telkom.

Proposed Solution

Too many telephone instruments, incl. FAX machines and answering machines on a single line can sometimes prevent the instruments from ringing.

Proposed Solution

Telephone instrument volume button may be switched to 'off'

Proposed Solution

Your Telkom line may be suspended. You may still be able to receive incoming calls but outgoing calls are prohibited. To enquire if this is the case please call Telkom accounts on 10210

Proposed Solution

To prove whether the telephone line or telephone instrument is faulty. Unplug and then plug in a known working telephone instrument. If the problem is resolved then the telephone instrument is possibly faulty and will require replacement or repair. To find your nearest Telkom Direct Shop click here. If the problem persists and you are still unable to make outgoing calls then the Telkom line is possibly faulty. Report fault to Telkom.

Proposed Solution

To prove whether the telephone line or telephone instrument is faulty. Unplug and then plug in a known working telephone instrument. If the problem is resolved then the telephone instrument is possibly faulty and will require replacement or repair. To find your nearest Telkom Direct Shop click here. If the problem persists and incoming speech is still faint then the Telkom line is possibly faulty. Report fault to Telkom.

Proposed Solution

If the faint outgoing speech is experienced by only number called then it is unlikely to be your telephone instrument or line that is faulty but rather that persons.

Proposed Solution

Ensure that the previous check has been made before reporting the problem to Telkom to avoid any unnecessary call-out charges.

Proposed Solution

To prove whether the telephone line or telephone instrument is faulty. Unplug and then plug in a known working telephone instrument. If the problem is resolved then the telephone instrument is possibly faulty and will require replacement or repair. To find your nearest Telkom Direct Shop click here. If the problem persists and you still receive no tones after dialing then the Telkom line is possibly faulty. Report fault to Telkom.

Proposed Solution

Ensure that the previous check has been made before reporting the problem to Telkom to avoid any unnecessary call-out charges.

Proposed Solution

Report the problem to Telkom as this is a telephone exchange configuration problem.

Proposed Solution

If the faint outgoing speech is experienced by all callers then first check if telephone line or telephone instrument is faulty. Unplug and then plug in a known working telephone instrument. If the problem is resolved then the telephone instrument is possibly faulty and will require replacement or repair. To find your nearest Telkom Direct Shop click here. If the problem persists and outgoing speech is still faint then the Telkom line is possibly faulty. Report fault to Telkom.

Proposed Solution

Report the problem to Telkom as this is a telephone exchange configuration problem.

Proposed Solution

The problem could be caused by the telephone instrument. Please try with another working instrument. If the problem persists please report the Problem to Telkom.

Proposed Solution

2. To prove whether the telephone line or telephone instrument is faulty. Unplug and then plug in a known working telephone instrument. If the problem is resolved then the telephone instrument is possibly faulty and will require replacement or repair. To find your nearest Telkom Direct Shop please follow this useful link https://secure1.telkom.co.za/app/customerservicebranches/shops/shops.jsp

Please select a symptom that best describes your problem.

Amplifier on handset faulty
Private meter Faulty
Indoor Wires loose
Calls are cut off
Incoming speech faint
Indoor extension faulty
No incoming calls
No Outgoing calls
No tones after dialling
Outgoing speech faint
Telephone instrument is faulty
Unable to dial out
Wrong numbers outgoing

Please select a probable cause below for more information

The amplifier may be broken

Please select a probable cause from the list below for more information

Call fails to connect after dialling and no dialling tone is received
Telephone number being dialled is incorrect

Please select a probable cause from the list below for more information

Telephone instrument is faulty
Telkom line is faulty
The keypad may be locked

Proposed Solution

To prove whether the telephone jack or telephone instrument is faulty.
1. Unplug and then plug in a known working telephone instrument.
2. If there is still no service then report the fault to Telkom

Please select from the list below for more information

Callers are complaining of permanent busy tone
Callers are complaining of unanswered ring-tone
Multiple extensions
Telephone instrument may be faulty
Telkom line is faulty

Proposed Solution

1) check that the handset does not have a volume switch that has been switched low [Note: special handsets for audibly impaired people have volume controls on the handset]
2) If you have multiple telephone extension lines and the problem is apparent on them all then it is likely to be a Telkom Line Fault - Please Report to Telkom.
3) If the problem is only apparent at one telephone jack point then test with a known working telephone. If speech is still faint the phone jack maybe faulty - Please report to Telkom.
If the speech is NOT faint then the telephone instrument may require replacement or repair. To find your nearest Telkom Direct Shop please follow this useful link
Or the line may be Faulty then please use the button below to report the fault to Telkom

Please select a probable cause from the list below for more information

Indoor extension telephone instrument may be faulty

Proposed Solution

Please use the button below to report the fault to Telkom

Proposed Solution

First test with a known working telephone and if speech is still faint the telephone instrument may require replacement or repair. To find your nearest Telkom Direct Shop please follow this useful link
Or use the button below to log a fault

Proposed Solution

Take metering instrument to nearest Direct Shop for testing or report the faulty meter. To find your nearest Telkom Direct Shop please follow this useful link

Please select a probable cause for more information

Telephone instrument is faulty.
Telkom line is faulty

Proposed Solution

The Telkom line owner has enabled Block Call which restricts outbound calls from that line unless a correct PIN code is entered. A Voice prompt will indicate if Block Call has been enabled.

Proposed Solution

To prove whether the telephone jack or telephone instrument is faulty.
1. Unplug and then plug in a known working telephone instrument.
2. If the problem persists and calls still cut off then the telephone jack point is possibly faulty. Report fault to Telkom.

Proposed Solution

During a call increase and decrease the volume on the handset. If there is no audible difference then the instrument is likely to be broken and will require replacement or repair. To find your nearest Telkom Direct Shop please follow this useful link

Proposed Solution

Use the button below the log the fault with Telkom

Proposed Solution

Check instrument with spare / another instrument. Replace instrument if faulty.To find your nearest Telkom Direct Shop please follow this useful link

3 If the problem is resolved then the telephone instrument is likely to be faulty and will require replacement or repair. To find your nearest Telkom Direct Shop please follow this useful link

Proposed Solution

Use the button below to log a fault

Proposed Solution

If it is the same number being misdialed every time please check that number is correct. If the number is correct then the telephone instrument may be faulty. First test with a known working telephone and if proven to be faulty it may require replacement or repair. To find your nearest Telkom Direct Shop please follow this useful link

Proposed Solution

Use the Log a fault button below to log this as a fault

Proposed Solution

Telephone instrument volume button may be switched to 'off'

Proposed Solution

If you have other telephone extensions on the main line then a Telephone may be off of the hook. Check all instruments.

Proposed Solution

Too many telephone instruments, incl. FAX machines and answering machines on a single line can sometimes prevent the instruments from ringing.

Proposed Solution

Call your own landline number from another line or cellphone to test if the telephone instrument rings. If so then it is unlikely that there is anything wrong with either the instrument or Telkom line.

Proposed Solution

Please check the number you are dialing which normally has 10 digits for National calls and 14 for International

Proposed Solution

1.Unplug all telephone instruments from every telephone jack point in the house.
2.Plug a known working telephone into the suspected faulty jack point and test for service.
3. If there is still no service then report the fault to Telkom.
4.If there is service plug the original telephone instrument back into the telephone jack and listen for dial tone.
5. If there is no dialing tone then the telephone instrument is likely to be broken and will require replacement or repair. To find your nearest Telkom Direct Shop please follow this useful link .

To find your nearest Telkom Direct Shop please follow this useful link If the problem persists and you still receive no tones after dialing then the Telkom line is possibly faulty. Report fault to Telkom.

Other possible solutions for no outgoing calls:
1. Account Related
2. Instrument Key Pad faulty (Listen for Tones when pressing keys)
3. Old phone keypad locked ? New phones PIN Lock.
4. Equipment faulty ? Test with proven instrument

Please select a symptom that best describes your problem

Browsing or downloading is slow
Cannot access the Router Via the Web Browser e.g Internet Explorer, Netscape or Fire-fox etc
Cannot connect to Internet/ cannot browse
None of the ADSL Router LEDs are lit
Line dropping internet connection intermittent
PC displays error codes
Telephone is noisy; ADSL / Internet working fine
Telephone is not working/ Internet not working
Telephone is not working; ADSL/Internet working fine
Telephone is working; ADSL Service via LAN cable working; but Limited or no Wi-Fi connectivity
Telephone line is OK; ADSL Modem/ Router not synchronising (DSL LINK LED or ADSL LED is flashing)
Telephone working; Internet browsing working; but no e-mails

Please select a probable cause from the list below for more information

Telephone instrument is faulty.
Micro filter faulty
Telephone extensions without micro filters, causing echoes of the ADSL signal, called bridge taps.
Telephone instrument unplugged
Telephone line is faulty

Please select a probable cause from the list below for more information

Router / Modem incorrectly connected to the telephone jack or not connected
The telephone line is either faulty or possibly suspended

Please select a probable cause from the list below for more information

AC-DC power adapter.
Alarm connection is not via the micro filter.
Any telephone extension without a Micro Filter.
Electrical/Security fences
ISP internet connection.
Router / Modem are faulty.
Micro filter maximum number exceeded.
Telkom line is faulty

Please select a probable cause from the list below for more information.

Hardware faulty e.g. Router / Modem or AC adapter
Power plug switched off, unplugged or faulty
Problem with the power connection between the ADSL Router and AC power adapter.

Please select a probable cause from the list below for more information

Access denied
LAN cable between the router and PC is unplugged
LAN card disabled
LAN card faulty
LEDs of all ports (1, 2, 3 and 4) on the router are off
Modem / Router power off
Router's IP address was set to a different address
The incorrect page is being displayed by the browser
The IP setting of the PC and router are on different sub-nets

Please select a probable cause from the list below for more information

Firewall settings.
Incorrect or no DNS settings.
Incorrect username and / or password.
LAN cable between the router and PC is unplugged
LAN card disabled
LAN card faulty
LEDs of all ports (1, 2, 3 and 4) on the router are off
Number of concurrent session reached.
Proxy settings.
Router / modem incorrectly configured.
Router ADSL LED or DSL LNK LED is flashing
Telephone line is faulty
The IP setting of the PC and router are on different sub-nets
Virus on PC or network.
You may have reached the usage limit specified in your contract with your ISP

Please select a probable cause from the list below for more information

Cannot receive any mail
Cannot send any mail
ISP e-mail setup
ISP settings
PC's e-mail setup

Please select an error code from the list below for more information

Error Code 676
Error Code 678
Error Code 691
Error Code 711
Error Code 718
Error Code 734
Error Code 769
Error Code 777

Please select a probable cause from the list below for more information

Telkom line is faulty
Virus on PC or network.
You may have reached the usage limit specified in your contract with your ISP
Router / Modem are faulty.
Slow speed
Too many internet users on the internet at the same time, especially peak hours
Too many PCs on Customer's network

Please select a probable cause from the list below for more information

Encryption on the Wireless LAN Card or Wi-Fi Stick
Limitation in number of users
Modem / Router Faulty
PC's out of range
Physical barriers in building / environment
SSID incorrect
SSID incorrect. Connecting to wrong wireless network
The IP setting of the PC and router are on different sub-nets
Wi-Fi card / stick on PC
Wi-Fi set-up on router
Wireless network button is off
Wireless Utilities does not work

Please select a probable cause from the list below for more information

Lightning protection faulty
Power voltage is too low. Mains or power adapter is faulty
Private / Telkom Modem/ Router faulty
Router / Modem connected via the micro filter
Router / Modem incorrectly connected to the telephone jack or not connected
If the problem persists despite the actions taken above the ADSL exchange port may be faulty.

Please select a probable cause from the list below for more information

Micro filter faulty
Micro Filter unplugged
Telephone extensions without micro filters, causing echoes of the ADSL signal, called bridge taps.
Telephone instrument is faulty.
Telephone line is noisy.

Proposed Solution

Enable the LAN Card. Check the LAN Card's user manual for more information.

Replace the LAN card. Check the LAN card's user manual for more information.

Proposed Solution

Clear your browser's cache so that it draws the correct page and not a saved page from the Router.

Proposed Solution

Ensure that you are using the correct username / password as specified in your ADSL Router User Manual.

Proposed Solution

Reboot by powering the Router/Modem off for 30 seconds and then switching it back on allowing 60 seconds for re-synching. If the problem persists and if it is possible, check Router/Modem by using a spare or another Router/Modem with correct configurationson the ADSL line. Replace Router/Modem if faulty

Proposed Solution

Ensure that there is no filter connected between the line and the Router/Modem

Proposed Solution

Check by plugging modem directly into telephone jack. If LED is constantly burning, replace the lighting protection.

Proposed Solution

Rectify power. Replace power adapter.

Proposed Solution

Use the Log a fault Button below to report the problem to Telkom.

Proposed Solution

Verify correct username and password with ISP.

Proposed Solution

See above under [Select a symptom] and rather select . Telephone line is OK; ADSL Modem / Router not synching. (DSL LNK LED or ADSL LED is flashing.)

Proposed Solution

Insert LAN cable between PC and one of Router?s LAN ports.

Proposed Solution

LAN Cable is unplugged. LAN Cable or NIC is faulty. Replace the LAN cable.

Proposed Solution

Correct IP setting to be in same IP subnet. The command ?ipconfig /all?, from the command prompt, can be used to verify the IP settings. See your Router / modem User manual for more information.

Proposed Solution

Check and correct router?s configuration. Consult your modem?s user guide if required.

Proposed Solution

Use the Log a fault Button below to report the problem to Telkom.

Proposed Solution

Install Antivirus program with latest pattern file or update your antivirus pattern file. Run Antivirus program.

Proposed Solution

Check if Firewall settings are correct, since the Firewall may block access to certain sites or applications. Disabling the firewall momentarily may help, but it make your PC vulnerable to hackers. Contact your ISP for more information.

Proposed Solution

Enable the LAN Card. Check the LAN Card?s user manual for more information.

Proposed Solution

Replace the LAN Card. Check the LAN Card?s user manual for more information.

Proposed Solution

Faulty security fence can cause impulse noise on the ADSL line. This will cause the line to run errors and drop intermittently. In severe cases the ASDL line will not sync at all. Check for any arcing from the fence due to faulty / Cracked isolators, plants or any foreign objects touching the fence.

Proposed Solution

Please ensure that all connections are correct as per the User Manual.

Proposed Solution

Check instrument with spare / another instrument. Replace instrument if faulty.

Proposed Solution

Plug instrument into micro filter and then the micro filter into the telephone jack

Proposed Solution

Check by plugging instrument directly into telephone jack If instrument is working, replace micro filter.

Proposed Solution

Ensure all telephone extensions have micro filter plugged in. This includes burglar alarms with teledailers. Micro filters are available fromTelkom Direct shops. To find your nearest branch please follow this useful link

Proposed Solution

Use the Log a fault button below to report to Telkom

Proposed Solution

Check instrument with spare / another instrument. Replace instrument if faulty.

Proposed Solution

Connect micro filter, by plugging micro filter into the jack and the instrument into the micro filter.

Proposed Solution

Replace micro filter

Proposed Solution

Use the Log a fault Button below to report the problem to Telkom.

Proposed Solution

Check connections. Correct connections according to the User manual.

Proposed Solution

Use the button below to link to the Telkom Log a fault functionality

Proposed Solution

Check the proxy settings.

Proposed Solution

Verify usage with relevant ISP. With Telkom or with any other ISP routed over the SAIX backbone

Proposed Solution

Verify that there is a DNS address on the PC and that it is correct. For additional DNS settings Click here

Proposed Solution

Verify with ISP that the number of concurrent sessions has not been reached.

Proposed Solution

Verify usage with relevant ISP. With Telkom or with any other ISP routed over the SAIX backbone

Proposed Solution

Congestion on the internet. ADSL is a best effort service. Throughput is not guaranteed

Proposed Solution

Check the speed of the ADSL line at the following web site: Select speed test . The following Internet site can also be used: Other

Proposed Solution

Install Antivirus program with latest pattern file or update your antivirus pattern file. Run Antivirus program.

Proposed Solution

Reduce the amount of PCs accessing the internet, upgrade the line to a faster speed or install an additional ADSL line.

Proposed Solution

Use the Log a fault Button below to report the problem to Telkom.

Proposed Solution

LAN cable is unplugged or LAN cables are faulty. Replace the LAN cable.

Proposed Solution

Use the Log a fault Button below to report the problem to Telkom.

Proposed Solution

This is a Telkom Fault Use the Log a fault Button below to report the problem to Telkom.

Proposed Solution

Verify that the Wi-Fi settings on the modem / router are correct. Consult your modem user manual.

Proposed Solution

Test with working modem. Replace the modem.

Proposed Solution

Verify that the Wi-Fi card or stick is operational and correctly installed. Consult your Wi-Fi card or stick user manual for more information.

Proposed Solution

The PC must be in range of the routers Wi-Fi transmission in order to pick up the signal. Ensure that you adhere to this requirement.

Proposed Solution

Steel bars in the concrete of some buildings as well as other radio interferences cause the operating range of the service to be severely limited.

Proposed Solution

There is a limit on the amount of Wi-Fi users to be connected to the router. Consult your Modem user manual.

Proposed Solution

Check with ISP

Proposed Solution

Test with working modem. Replace if faulty

Proposed Solution

Adhere to the maximum number of filters (three) on a line. Check if all analogue devices are connected via filter.

Proposed Solution

Check alarm wiring and ensure that connection to the line is via a Micro filter.

Proposed Solution

Ensure all jacks are fitted with a Micro filter.

Proposed Solution

Faulty power adapters can drop the connection intermittently.

Proposed Solution

Please ensure that the router is plugged into a working power socket and a) [if applicable] that the power switch on the Router is switched on and b) that the socket is switched on. Hint: If in doubt test the socket with a known working appliance i.e. a lamp, hairdryer etc.

Proposed Solution

If using a 2 pin adapter ensure that this is not faulty. Ensure that the power cable is correctly plugged into the router. If in any doubt please consult your User Manual

Proposed Solution

If proven faulty you may need to replace the Router / Modem or adapter. If you purchased this from Telkom and it is still under warranty please return it to your nearest Telkom Direct shop. To find your nearest branch please follow this useful link

Proposed Solution

Insert LAN cable between PC and one of router's LAN ports.

Proposed Solution

Check to see if the utility of your Wireless LAN is correctly installed and configured. Check the utility user manual for additional information.

Proposed Solution

Correct IP setting to be in same IP subnet. The command "ipconfig /all", from the command prompt, can be used to verify the IP settings. See your Router /Modem User manual for more information.

Proposed Solution

Use the correct IP address to access the Router. See your Router / Modem User manual for more information.

Proposed Solution

Check and correct SSID on network device e.g. PC.

Proposed Solution

Switch the button on for connection. (Specifically on notebooks.)

Proposed Solution

The encryption on the ADSL Wi-Fi Router must match the enabled encryption on the Wireless LAN device (e.g. Wireless LAN USB Stick) on your PC for connectivity.

Proposed Solution

Correct IP setting to be in same IP subnet. The command "ipconfig /all" from the command prompt, can be used to verify the IP settings. See your Router / modem user manual for more information.

Proposed Solution

Check and correct SSID on network device.

Proposed Solution

Verify correct settings with ISP.

Proposed Solution

Verify correct settings with ISP.

Proposed Solution

Verify correct settings with ISP.

Proposed Solution

Confirm your Username and password in your mail account. Consult your ISP if more information is required.

Proposed Solution

LAN cable is unplugged or LAN cables are faulty. Replace the LAN cable.

Proposed Solution

Go back to the first question and select the symptom above "None of the ADSL Router's LEDs are lit".

Proposed Solution

The PPP link control protocol is terminated. Contact your ISP. The security settings on the PC may be incorrect. Check the security settings.

Proposed Solution

PPP timeout. Authentication Timeout. Network congestion or a network device such as a Firewall may be blocking your connection.

Proposed Solution

Remote Access Connection Manager initialization failure. Make sure the Plug and Play,Remote Access Connection Manager Service are started.

Please select a probable Cause associated with this error code

DSL LNK / ADSL LED constant on
DSL LNK / ADSL LED flashing. Telephone is not working
DSL LNK / ADSL LED flashing. Telephone is working
No connectivity between modem / router and PC.

If the speed test indicates that your line speed is slower than the expected line speed, include the speed when reporting any faults to Telkom.

Proposed Solution

The connection attempt failed, because the modem / router (or any connection device) on the remote computer is out of order. This occurs due to hardware failure at the client.

Proposed Solution

The specified destination is not reachable. The destination address may be incorrect. Check the destination address. This occurs on WIN XP, when the network card is disabled or not present. Go to network connections and re-enable the card.

Proposed Solution

Incorrect username and / or password. Verify correct username and password with ISP.

Proposed Solution

See" Telephone line is OK: ADSL Modem/ Router not synching. (DSL LNK LED or ADSL LED is flashing). Above for more detail.

Proposed Solution

Use the Log a fault Button below to leg the fault with Telkom

If one site is giving you problems, but others are fine this implies that your connection is OK and that there might be a problem on the particular site. Do not log a fault, but contact your ISP to investigate this matter further

Proposed Solution

See" Telephone is not working / Internet not working.

Ensure that you have no spy/malware processes running in the background as this can use your resources and create the illusion of a slow connection.

Proposed Solution

LAN Cable is unplugged or LAN Cable is faulty. Replace the LAN cable.

Please select a option that best describes the nature of your enquiry

Voice menu for Prepaid
Active my MONO (single) account service
Making a call
Emergency calls
Recharge using a voucher
Checking available balance
Details of the last call
Details of last three transactions
Changing the secret code
Enable or disable the secret code
Changing the language options
Reconnect after suspension
PrepaidFone is not working
Active my MULTI account service

Proposed Solution

1. Lift handset and wait for Dial tone
2. Press *#55 and wait for instructions
3. Enter secret code followed by #
4. Press 3 to take you to the Personal Options menu
5. Press 2 for the status of secret code menu
6. Press 1 to [Enable] or Press 2 to [Disable]
7. Replace handset

Proposed Solution

1. Lift handset and wait for Dial tone.
2. Press *#55 and wait for instructions.
3. Enter secret Code followed by #.
4. You are now in the PrePaid voice menu.

Proposed Solution

1. Lift handset and wait for Dial tone
2. Dial the number as normal
3. You will be prompted to enter your secret code followed by #.
4. Dialling will start and connection established

Proposed Solution

1. Lift handset and wait for Dial tone
2. Dial the emergency number as normal
3. You will NOT be prompted to enter your secret code.
4. Dialling will start and connection established

Proposed Solution

1. Lift handset and wait for Dial tone
2. Press *#55 and wait for instructions
3. Enter secret code followed by #
4. Press 2 to take you to the Balance & Transaction menu
5. Press 1 to Listen to balance.
6. Replace handset

Proposed Solution

1. Lift handset and wait for Dial tone
2. Press *#55 and wait for instructions
3. Enter secret code followed by #
4. Press 2 to take you to the Balance & Transaction menu
5. Press 2 and Listen to details of last three previous calls.
6. Replace handset

Proposed Solution

1. Lift handset and wait for Dial tone
2. Press *#55 and wait for instructions
3. Enter secret code followed by #
4. Press 1 for the Recharge menu option
5. Enter scratch or receipt (PIN) followed by #
6. System will update & confirm balance
7. You are now ready to start making calls

Proposed Solution

Please call Telkom fault reporting service on 10212 or 0800115357. An Agent will be able to advise on the status of the service. If the service has been terminated you will be required to re-apply.

Proposed Solution

1. Lift handset and wait for Dial tone
2. Press *#55 and wait for instructions
3. Enter secret code followed by #
4. Press 1 [Recharge]
5. Enter Scratch or receipt (PIN) Press #
6. System will Update & Confirm balance
7. You are now ready to start making calls

Proposed Solution

1. Lift handset and wait for Dial tone
2. Press *#55 and wait for instructions
3. Enter secret code followed by #
4. Press 3 to take you to the Personal Options menu
5. Press 1 for the Change Code option
6. Enter New Code followed by #.
7. You will be propmted to re-enter the new code followed by #
8. Code has been changed
9. Replace handset

Proposed Solution

1. Lift handset and wait for Dial tone
2. Press *#55 and wait for instructions
3. Enter secret code followed by #
4. Press 3 to take you to the Personal Options menu
5. Press 3 for the change language menu
6. Press 1 for English
    Press 2 for Afrikaans
    Press 3 for Zulu
    Press 4 for Xhosa
    Press 5 for Sesotho
7. Replace handset

Proposed Solution

1. Lift handset and wait for Dial tone
2. Press *#55 wait for instructions
3. Enter secret Code followed by #.
4. Select Language
5. After prompt Select 4 digit Code add #
6. Enter Identity No. followed by #
7. System will Update & Confirm balance
8. Please Note: It may take up to 24 hours before the service is active and you can start making calls
9. After 24 hours
10. Press *#55 and wait for instructions
11. Select Language
12. Enter secret code followed by #
13. For Sub 1 press 1
14. For Sub 2 press 2
15. A maximum of 5 accounts can be created on this service
16. Repeat steps until the required Subs are completed
17. Subs ready To call

Please select a symptom that best describes your problem

My Money is stuck in the coin phone
I cannot call out on the public phone
I cannot dial International Numbers
The coin Unit is stolen
The Public phone booth door stays open
The handset of the Public phone is loose
The line of the Public phone is very noisy
The cradle of the phone is broken
My Public phone card does not work

Please select a probable cause below for more information

Theft, vandalism

Please select a probable cause below for more information

Telephone line or payphone instrument faulty

Please select a probable cause below for more information

Coin runway is blocked

Please select a probable cause below for more information

Message on the screen - Toll Free
Message on the screen - No Coins required
Message on the screen - Operator calls only

Please select a probable cause below for more information

The number is incorrect
Public phone faulty

Please select a probable cause below for more information

Insufficient funds available on Telkom Phone Card
Telkom Phone Card faulty
Public phone faulty

Please select a probable cause below for more information

Theft, vandalism

Please select a probable cause below for more information

Theft, vandalism

Please select a probable cause below for more information

Broken gas strut or hinge

Proposed Solution

Unfortunately you won't be able to report this fault online. Please call 10211 and follow the voice prompts.

Proposed Solution

Please note that the International dial code has changed from 04 to 00

Proposed Solution

Please try from a different Public Payphone. If the call is successful then the original payphone is possibly faulty. Please report this to Telkom on 10212. If the problem persists at the different Public Payphone then please call 10903 for International enquiries and assistance

Proposed Solution

Unfortunately you won't be able to report this fault online. Please call 10211 and follow the voice prompts.

Proposed Solution

Unfortunately you won't be able to report this fault online. Please call 10211 and follow the voice prompts.

Proposed Solution

Unfortunately you won't be able to report this fault online. Please call 10211 and follow the voice prompts.

Proposed Solution

Insert 5c coin to dislodge any jammed coins. If this does not resolve the problem then please call Telkom on 10211 to log a fault. Unfortunately you won't be able to report this fault online.

Proposed Solution

Unfortunately you won't be able to report this fault online. Please call 10211 and follow the voice prompts.

Proposed Solution

Check the balance by calling 10211 to confirm. If necessary purchase a new card.

Proposed Solution

Post card to: Free post; P.O. box 5980; Pretoria; 0001

Proposed Solution

Unfortunately you won't be able to report this fault online. Please call 10211 and follow the voice prompts

Proposed Solution

Unfortunately you won't be able to report this fault online. Please call 10211 and follow the voice prompts.

Proposed Solution

Unfortunately you won't be able to report this fault online. Please call 10211 and follow the voice prompts.

Proposed Solution

Unfortunately you won't be able to report this fault online. Please call 10211 and follow the voice prompts.

Some instruments have a security feature that requires a key to unlock the keypad

Please select a symptom that best describes your problem

DSTV - No Service
DSTV - Catchup Plus not working
DSTV - Installation faulty

Please select a probable cause from the list below for more information

DSTV - subscription not active
Decoder Settings
DSTV Installation faulty Self Install
DSTV Installation faulty Telkom Install
TV Settings

Please select a probable cause from the list below

DSTV - Catchup Plus not activated
Decoder Settings
ADSL line not working
CAP reached

Please select a probable cause from the list below

DSTV Installation faulty Self Install
DSTV Installation faulty Telkom Install

Proposed Solution

Purchase additional data

Proposed Solution

Contact Multichoice help desk

Proposed Solution

Contact private installer

Proposed Solution

Report Telkom Fault

Proposed Solution

Correct Settings or Contact Multichoice help desk

Proposed Solution

Correct Settings or contact Multichoice help desk

Proposed Solution

Consult TV Manual

Proposed Solution

Report Telkom Fault

Proposed Solution

Report a fault

Proposed Solution

Contact Multichoice help desk

Proposed Solution

Contact private installer