DSL line cancelled without approval or reason

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vondempter

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Dearest Telkom,

Thank you for the worst service in the world. I would like to personally thank you for the disruption in service and the additional 3G expenses I have been blessed with. Working from home is such a joy - Not to mentioning the fact that there will be a loss of income and the time I have been given to waste away here at home because working on 3G is obviously great with the cost, latency and speeds in comparison to the more "stable" DSL line.

So you might be asking yourself, what seems to be the problem?

Just over a Month ago my DSL line was suspended for no reason it was re-activated within a few hours.
Then about 2 weeks ago it was again suspended!!!

Was told it will be reactivated within an hour or so and they can't see why it was suspended in the first place (18th of Oct). After waiting for a good long while I contacted Telkom again.
Was told the line is being processed for cancellation???? (Like ***)

I NEVER sent a request to cancel the line!!!! - (Question - Do you hire people to see how they can F*** with a persons day by messing around with their accounts and services. I mean if you are, i do apologise and I say: Great job!!)

After being slightly irritated in the past and now again with my service being cancelled. I instructed the Telkom consultant I want to move the line to the "Openserve Holding Pool".

What telkom has to do on their side is their issue but I want it done.

Was told it would be done that same afternoon still. Later that Friday evening I requested the new ISP to apply for the line and they were unable to do so as the line was never moved to the holding pool.

That following Monday 22nd (WORST F****** DAY of my life with telkom!!!).
Phoned telkom as soon as they opened to find out what was going on and why the line was not moved to the holding pool.

I was sent from one department to the next everytime being told they do not deal with cancellations and moving the lines to the holding pool. Spoke to two supervisors and a manager and countless consultants. Was every time just told they will send an email and get back to me? That's in between waiting on the line for a consultant and having to phone back every time. Not mentioning that most of the consultants I spoke to could not even pick up the issue on their system nor did anyone take ownership of the issue. Literally spent the entire day on the phone with Telkom. The rest of the week nor the following week did much change regarding.

I have no reference number nor have I received an email or SMS to say the problem is being looked at they have this and that issue and we expect the line to be back up by this date. I just get the usual response " I have sent an email to the department and I have escalated the issue" or " They will get back to you within 24-48 hrs). I mean seriously does my watch tell time differently than yours.

The worst experience of my life!!! - Useless company with no backbone or structure.

In the meantime, I am expected to pay for this service. in fact, I should be compensated not just for the time of disruption in service but as to the incompetence and lack of service and the fact that having no internet has cost me almost double in 3G expenses just for these 2 weeks. If for some reason I slipped up on paying my account I would have had to pay the full amount and a penalty fee. Why the hell shouldn't I expect the same in return. I fi get bad service and incur additional expenses as a result of poor service the provider should be penalised in the same fashion.

I have even been to the Somerset west mall three times. There a consultant did assist me and was very efficient at his post but obviously, this is not his department and he also can only do so much - Thank you for your support Natheer (Most efficient 5-10min of this ordeal). Got more feedback from this one consultant than anyone else could have provided.

yet, the problem persists and I have nowhere else to turn. Managers, supervisors and everyone I have spoken to just don't seem to care.

If someone at telkom bothers too read this. Know that I am fed up and I will post this message on every forum and blog I can find until this issue is resolved and I was compensated.

We as clients pay good money for a service and we expect exceptional service from any provider.

With warm regards,
Johann
 
We apologise for the disruption in your services Johann, it is not according to our standard S&P.

We are currently migrating all land line customers in your area to a fixed wireless solution due to cable theft, there will of course be a regrettable increase in costs and decrease in allowable bandwidth.
If you wish to forward your expenses in relation to this event, we will investigate whether to forward them to our processing department who will consider reimbursement or whether its worth retraining the relevant staff in more appropriate customer interactions.

Regards
Telkom
 
Hi ToxicBunny,

Not to be funny or anything but there is absolutely nothing wrong with my neighbours DSL nor was there with mine. Moving to a wireless solution is a) not what I want and b) not the issue at hand.

Telkom started to cancel my service without my consent. That is unacceptable I want the service reinstated and I want the line moved to the holding pool. No exceptions!

As for my expenses, I will gladly send telkom the bill. As this is unacceptable. I am being put in a situation that should have never taken place in the first place. Just because someone felt trigger happy one day and decided to cancel my service. There is no reason or excuse why I should wait 2 weeks for reactivation of a DSL line that was working perfectly and by no fault of mine.

As to the excuse that was provided. Perhaps Telkom should firstly invest in training their staff and then invest more in securing their lines and working more proactively with law enforcement to stop cable theft in the first place or even better yet get fibre into every property instead of moving us to a wireless solution that is unreliable and tends to have latency issues with reduced bandwidth and higher cost.

But yet again I was provided with a generic answer that I actually already heard at the telkom branch. No productive feedback. Only want me to wait and then spend more money on a "better" product.

- This attitude sucks, why should we pay more for another alternative "better" product we don't want. Give up something that meets our needs 100%. Just because a) the service is pathetic and b) cable theft is apparently our responsibility and burden to carry. This is B**lS**t!

Back to my issue . . .
How difficult is it to ask me for my details get on the phone or onto a system and get the line reactivated or do you need to first deforest 10 acres of land, for all the paperwork. Ask me to provide you with some blood and stool samples get the queen of England's approval before you will action something.

Try not to p*** someone off when you reply with a B***S*** generic answer like that. If anyone from telkom wants to respond they are welcome but DO NOT waste my time with S***** replies like that.

Your service is very much appreciated.

Again a very warm regards,
Johann
 
Hi Johann.

Your neighbours must clearly be misleading you. The whole area is being migrated to a fixed wireless solution. This is due to a proactive policy to reduce potential future cable theft incidents and lower balance sheet liabilities.
 
ToxicBunny said:
Hi Johann.

Your neighbours must clearly be misleading you. The whole area is being migrated to a fixed wireless solution. This is due to a proactive policy to reduce potential future cable theft incidents and lower balance sheet liabilities.
Click to expand...
Not helpful.
 
ToxicBunny said:
Hi Johann.

Your neighbours must clearly be misleading you. The whole area is being migrated to a fixed wireless solution. This is due to a proactive policy to reduce potential future cable theft incidents and lower balance sheet liabilities.
Click to expand...

Hi ToxicBunny,

Maybe you are right and I am wrong, it's obvious you are all mighty and know exactly what's going on with the DSL line in our neighbourhood. oh wait, no your not! Because then you would have known about my issue and would have fixed it for me before I even became aware of it.

Both my neighbours have DSL and both are working fine we do not have a cable issue in our area. There might be other areas close by that might have but in this case, we don't have.

Please stop responding to this post as its clear you can't read nor do you understand the issue. Like I said don't wast my time with insignificant posts.

Secondly, I will not in this lifetime move to a less desired product nor will you or anyone convince me of this and why should I pay more for another product. To be honest I am too tired and irritated to even want to converse with you. As a representative of Telkom, I can understand you need to back them 100% but unfortunately, Telkom's track record and the millions of posts and complains posted over the years tell a different story.

Posting general statements and comments and not really contributing to a problem is not helping. Not once did you ask me for any details or told me you will get a consultant or anyone else involved. That is neither supportive nor a service.

So if you cant contribute to an issue do not make any comments.

Less amused, yours truly.
 
I can't in all fairness push the buttons any further...

I do not work for telkom or represent them in any form... I am yanking your chain, since I doubt telkom will read the post or do anything about it if they do
 
Have you heard of the saying when in Africa?

Hook up to your neighbours DSL via wireless or Ethernet cable.
 
ToxicBunny ur pure evil, f*** I wanted to strangle you. I would maybe just like to comment and say perhaps you need to stop trolling the internet and perhaps find your self a wife / husband / dog / cat whatever makes you smile.

- At the end of the day I suppose we all can just but sit and laugh at this s**** cause we are just along for the ride and pray and hope someone builds a case against companies like Telkom.

- Not one to sponge of other people but yeah they did offer so once the 3G cap is pooped I will hook up onto their wireless.

This **** really gets to me but yet we stay in this hell hole and fight the good fight. Go Team Spirit!
 
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