So here is my story.
I moved house 6 months ago and went in to a Telkom store to get assistance to relocate my ADSL line. The Manager attended to me and gave me personal assurance he would process everything and called on the next day to say its in progress. I was impressed.
I had also sent a backup of my request on email to him and still have that record.
I moved and no internet relocation happened.....3 months later still. It took countless follow up emails and using a connection I had at Telkom Mobile to get any answers as to what was happening. Eventually I get connected and 10 days later get disconnected for non payment of bills. Four months had passed and I was fuming. I managed to check at my old residence and found I am STILL being billed for 4 months while relocation was not processed.
I fired off another email:
"Just to follow up, I really do need some assistance please:
No reply. 4 weeks later and many further emails and I finally get reconnected, also still without a landline. At this stage I still have not been officially told why I have no new landline or been given a landline number; quite essential when reporting a fault. Try reporting anything without a landline number and see how far you get.
So end of October I pay R650 ( I should be now paying R600) and still don't receive any bills. Still have no landline. 5 months plus down the line.
21 November I send off anther email
"There are still many outstanding Telkom issues with regards to my emails below.
1) I still have no landline connected and I am sure I am being billed for this.
2) I still have not received one bill yet at my new address, so I assume my billing details have not being updated.
3) I have no idea how much to pay so I paid R650 last month( for 4Meg package) and don't even know if it is reflected or not. (This should actually be discounted as I don't have use of a landline / phone which is included in my package)
4) My Telkom portal shows my old landline number and address, despite being told by whoever contacted me 2 months back that my new address details and particulars have been updated. This was the only call I ever received from customer support in regard to my many emails.
5) I requested a package change from 10Meg to 4Meg due to the line only synching at max 5 Meg speeds. I see it still shows I am on 10Meg package on Telkom portal.
Please can you contact me to resolve these issues. Most of it is simple updating details and administration work.
Regards"
Which bring me back to now, almost 6 months later and.......... My internet just got disconnected AGAIN!
I send off yet a further email:
"My line has now been disconnected again
None of my issues are resolved that I keep reporting.
I still don't have bills coming to my house.
My line is still not downgraded.
I still don't have a landline.
I now have no internet again, as billing department think I should be paying R800 when I have written confirmation asking for a change to R600 4Meg line.
I am being treated terribly as a customer. My issues don't get any positive feedback or updates.
This needs to ALL be rectified by close of business Monday 26 November 2018. Kindly escalate to whoever you need to."
Surely A customer deserves better treatment than this?
After All this , there is one fact I have not mentioned. I liaise with Telkom Mobile for property rights in certain sites for my organisation. I deal with any lease issues they may have where they have their mast on our company property . They also have antennae on our buildings and our staff have been making issues about the impact it has on them, physically and operationally.
I am the one person arguing to retain them on site, as there is income derived and there would be huge cost factors to them as well if I initiated terminations to relocate their services. We have a 3 month notice period either way. I have always conducted myself in a professional manner and managed to separate my personal dealings with Telkom aside from my business relationship of our company with Telkom.
My question is this..... What would you do?
1) Maintain professional courtesy and deal with Telkom separately at work and at home? (slow process to get issues resolved) or
2) Give in and no longer argue to retain them on site effectively letting operational staff get their wish and resulting in me serving letters of terminations of leases?
I have enough evidence to both argue for and against keeping them on site, so do I let bias creep in just to say a Big "F.U." to their terrible service?
I moved house 6 months ago and went in to a Telkom store to get assistance to relocate my ADSL line. The Manager attended to me and gave me personal assurance he would process everything and called on the next day to say its in progress. I was impressed.
I had also sent a backup of my request on email to him and still have that record.
I moved and no internet relocation happened.....3 months later still. It took countless follow up emails and using a connection I had at Telkom Mobile to get any answers as to what was happening. Eventually I get connected and 10 days later get disconnected for non payment of bills. Four months had passed and I was fuming. I managed to check at my old residence and found I am STILL being billed for 4 months while relocation was not processed.
I fired off another email:
"Just to follow up, I really do need some assistance please:
- 1) The ADSL line transfer/installation was done, however I have still not had my landline connected up. I am without a telephone service going 4 months now. Please advise if there is anything you can do to get an answer for me here. I am concerned I will still be billed for a full service which I am not receiving.
- 2) Yesterday I discovered I am being billed for the 3 months I was without service. Post was still being sent to my old address so I was unaware I was being billed until the previous landlord gave me my post. Today I received a SMS saying my service is now suspended due to collection! I have tried checking on My Telkom App to confirm , but that decided now that it needs an update and won’t work unless I update, and the play store says my phone is not supported with the update. I can’t log in and see what service is suspended or log a fault. ( I have my 10Meg ADSL package , plus 3 Mobile contracts, so I need to verify what that message is about) . Is there any chance you can verify on your side which of my services are suspended and why? If it is the billing for a line I did not have, how do I go about reversing that?
- 3) My bills were being posted to my old residential address after I applied to transfer my line to my new residential address. I don’t live at the old house anymore, and I did state in my line relocation request email that I was moving. Please can you assist to get my new residential details added to the billing postal address.
- 4) Finally , my ADSL line is only synching at 5meg speeds due to distance from exchange and it is not worthwhile to pay R800 a month for a 10megs service the line cant synch at. I would therefore request to be dropped to a package closer to the synch speed, which I believe is the 4Meg uncapped deal. Please may you assist in this as well.
No reply. 4 weeks later and many further emails and I finally get reconnected, also still without a landline. At this stage I still have not been officially told why I have no new landline or been given a landline number; quite essential when reporting a fault. Try reporting anything without a landline number and see how far you get.
So end of October I pay R650 ( I should be now paying R600) and still don't receive any bills. Still have no landline. 5 months plus down the line.
21 November I send off anther email
"There are still many outstanding Telkom issues with regards to my emails below.
1) I still have no landline connected and I am sure I am being billed for this.
2) I still have not received one bill yet at my new address, so I assume my billing details have not being updated.
3) I have no idea how much to pay so I paid R650 last month( for 4Meg package) and don't even know if it is reflected or not. (This should actually be discounted as I don't have use of a landline / phone which is included in my package)
4) My Telkom portal shows my old landline number and address, despite being told by whoever contacted me 2 months back that my new address details and particulars have been updated. This was the only call I ever received from customer support in regard to my many emails.
5) I requested a package change from 10Meg to 4Meg due to the line only synching at max 5 Meg speeds. I see it still shows I am on 10Meg package on Telkom portal.
Please can you contact me to resolve these issues. Most of it is simple updating details and administration work.
Regards"
Which bring me back to now, almost 6 months later and.......... My internet just got disconnected AGAIN!
I send off yet a further email:
"My line has now been disconnected again
None of my issues are resolved that I keep reporting.
I still don't have bills coming to my house.
My line is still not downgraded.
I still don't have a landline.
I now have no internet again, as billing department think I should be paying R800 when I have written confirmation asking for a change to R600 4Meg line.
I am being treated terribly as a customer. My issues don't get any positive feedback or updates.
This needs to ALL be rectified by close of business Monday 26 November 2018. Kindly escalate to whoever you need to."
Surely A customer deserves better treatment than this?
After All this , there is one fact I have not mentioned. I liaise with Telkom Mobile for property rights in certain sites for my organisation. I deal with any lease issues they may have where they have their mast on our company property . They also have antennae on our buildings and our staff have been making issues about the impact it has on them, physically and operationally.
I am the one person arguing to retain them on site, as there is income derived and there would be huge cost factors to them as well if I initiated terminations to relocate their services. We have a 3 month notice period either way. I have always conducted myself in a professional manner and managed to separate my personal dealings with Telkom aside from my business relationship of our company with Telkom.
My question is this..... What would you do?
1) Maintain professional courtesy and deal with Telkom separately at work and at home? (slow process to get issues resolved) or
2) Give in and no longer argue to retain them on site effectively letting operational staff get their wish and resulting in me serving letters of terminations of leases?
I have enough evidence to both argue for and against keeping them on site, so do I let bias creep in just to say a Big "F.U." to their terrible service?