Hi Conkill,
We do apologise for the service.
We would like to intervene and assist you further. Please PM us your Telkom number along with the contact number for further assistance.
Your social media reference number: SM90567.
Regards,
Boitumelo Makhongoana
Telkom Social Media Team
Good day, I am contacting you out of desperation, with no other options left. How do I share a an issue with you for publication or investigation?
We tried for nearly 3 months to cancel our non-contract billed ADSL service with Telkom, also to be sent around in circles for 3 months, eventually we were exhausted, and to be able to get a good deal on our ADSL, and stop the frustrating pains of cancelling, we signed a 24 month contract BIG MISTAKE, as look where we are now!
My partner(in copy & the Telkom account holder) and I have moved house on the 21st January, 2019. We requested our line be moved to our new residence, which was carried out very quickly and efficiently by Telkom/Openserve. We have a 24 month ADSL contract with Telkom, 3 weeks after the line move, and it was working fine for those 3 weeks. Telkom went ahead and deactivated the service, from some internal miscommunication/error. WE have been without service for 12 days today, and we have called every single day since the fault started On Thursday the 7th February.
There is absolutely no one that can help use reactivate the service. It takes 30 minutes each time we call from our mobiles ,before we get hold of a human being, who either can’t/won’t help. They divert us from pillar to post, and just run into dead ends. We have been told on 3 separate days the systems are down, and they would get back to us, which they have not. We then call again, and get into the same loop. It has been escalated, and escalated. No resolution. They will not give us to a senior person, who can assist, they are always unavailable, but they will speak to them when they are, nothing happens.
We call again, we complain to Carte Blanche, we complain on hellopeter, I have complained on my broadband forum, nothing happens…We finally got a call back from Luwayne George last thursday, from open serve, who confirmed that they have still got us connected to an exchange in a suburb we have not lived for 4 years, and we are still listed as living in an address we moved out of in January this year. He also confirmed that he has not seen such a mess, and the technicians never closed off the order correctly, and he promised to take it to his ops manager…NOTHING HAS HAPPENED.
Out of desperation I called on a favor through our global corporate company account manager at Telkom, who also promised to assist last week Wednesday, he has not assisted, or provided any updates, other than he has been busy, and will look into again(Yesterday). Today, we are still offline, and no feedback. I have mailed him every day since last Wednesday. I have threatened legal action against Telkom for breach of contract, but that will just cost me more money, and frustration.
I have complained on Telkom’s facebook page, no response, they haven’t even read the messages. Their online fault logging system never works, the mobile phone app does not work. We are out of options, and getting billed for the full service, that we are not receiving. This is just another example of terrible service delivery has become in South Africa.
They recently completed installation of fiber in our area, and had massive tents, and stands to get people to upgrade, I wanted to go and stand there and send people away, and warn them of how shocking Telkom’s service is. We want to upgrade to fiber, as it costs exactly the same as our ADSL, but we cannot convert, until we have activated the ASDSL service which is clearly impossible to do. Vicious circle… In my opinion this is a major breach of contract, as we are tied to a contract, which we will never be able to get out of, and no service delivery for our subscriptions.
We went to the local Telkom outlet at the mall, and tried to get the line activated, we were sent on the wild goose chase of calling 10213 to get the line reactivated, which is what we have been trying for days, literally everyday, sometimes twice a day. Our mobile airtime is depleted, our mobile data is costing money, as we have to hotspot our devices to have internet to work from home, study, stream TV etc. The outlets do not assist with faults, they only do ACTIVATIONS, which we need to have reactivated, and we are hitting dead ends at every inch of this vicious circle.
I hope you are able to provide some guidance or assistance in anyway. We have never had such a poor experience with any service provider, and we have had many poor experiences. But this is the worst, as we have absolutely no idea how to sort this out.
Tanielle has personally called them each time as the account holder.
The reference no's provided so far are:
121AEK130219
4136223
Kind Regards
Clinton Lottering
0829405790
Tanielle Hein
