Changing Data Packages. Telkom Mobile are clueless

[iceblue]

My Fiance took out a SmartInternet 750MB data contract. This is a month to month contract with no fixed period, so can be cancelled at any time. When she took out the contract we asked if it can be changed to a bigger data option afterwards. We were told yes.

Now we are trying to change it to the 1.5GB one and nobody can help us. The stores tell us we must phone the call centre. The call centre tells us we must go into the store and tell them to call the call centre if they cannot do it. The lady in the store refused to call them because she said they would instruct her to email them anyway, so she emailed them. Nothing has come of this.

Then I posted on their Facebook page and and they contacted me to try to resolve it. Their response: You have to cancel the contract and take out a new one. This means another R200 activation fee, after they first told us you can simply change the package. When I queried this, they never responded.

Additionally on their website (and as was explained by a consultant online), you can do an 'upward migration' for free at any time.

3.1 Upward Migrations
An upward migration refers to the scenario when the subscriber wishes to move to a package of a higher subscription than the existing package, during the fixed term portion of the agreement.
a. The subscriber may upward migrate without any penalties at any time during the fixed term agreement.vThe subscriber shall retain any balance of the Once-Off Internet bundles at time of upward migration.
b. The subscriber shall continue with the existing contract agreement, and shall not be considered to have entered into a new contract agreement based on the migration request.
c. Subscribers who are subscribed to old offers can migrate to the new broadband offers.
d. Upward migrations are limited to one instance per calendar month only.

Can anybody here point me to someone who actually know what is going on? You have no idea how pissed off I am with Telkom Mobile!

 

[Shiraz]

You have no idea how pissed off I am with Telkom Mobile!

Oh yes I do. I have been battling with them since Feb. numerous mails, calls, hello Peter posts, going in to the stores, and finally, the cherry on the top - they disconnect me yesterday. No response to my calls, or mail sent. I eventually reported to the consumer council today ( copied them on the mail ) and my line was mysteriously activated within 30 mins thereAfter. No call or mail or even any meaningless apology ( got a couple every month since Feb)

If I were in your position I would cancel and stYfar away from Telkom mobile. Unfortunately I am stuck for another 18 months

 

[iceblue]

Eish, sorry to hear that. I'm really glad this one can be cancelled. Will probably do that.

I'm also thinking of reporting them to the consumer council. The way I see it they are in breach of their own contract terms and conditions. It's only R49 a month, but what about other people on more expensive 24 month contracts (like yourself maybe) who could end getting screwed over.

 

[human75]

To change something in HELL-Ta is impossible.Everything is once-off.I cant change my tariff plan.Their account management is worst in SA.

 

[sajunky]

If you are on TM network, cancel the contract, transfer to prepaid and on the beginning of the month purchase 2+1GB bundle R149. It goes R75 per month.

 

[iceblue]

If you are on TM network, cancel the contract, transfer to prepaid and on the beginning of the month purchase 2+1GB bundle R149. It goes R75 per month.

Well that was the other plan I had. Just not happy about them profiting R200 on a sim card and activation fee when a prepaid one is like 50c or something. I'm not being cheap or anything, just not happy with them ripping people off because of their incompetence.

 

[sajunky]

True. If you bring your own prepaid SIM, they should not charge you for a SIM, just activation fee only. It works with MTN. If you want to keep number, convert SIM to prepaid when cancelling contract.

 

[iceblue]

Will try that, but I think the activation fee is R200.