Is Telkom internet committing fraud?

[billiethomason]

Hi

I upgraded my internet with telkominternet 4 weeks ago. Since then I have only had problems:

1. It took 2weeks before muy speed increasesd and no one phoned us withing 7 days as they said would happen.
2. We are pauying for a 20Mb/s line which is mostly running at between1-8Mb/s download and and 0.3 % and 2.3 % upload.
3. Call centre service is terrible I have been given intstructions to email an adress to fix my problem and that was a fake email adress. The operators are untrained and not even aware which facilities their own website offers. When you ask to speak to someone who understands how the service works, the operators refuse to put you through. The operators tell lies about false solutions that don't exist just to get you to go away with your problem
4. Technicians came and "fixed the problem", but the problem is still there.
5. You pay for a 20Mb per line but rarely have it and you can't change the upload/ download priority. which is simple to achieve as I have spoken to people that do it.
6. When you phone to complain that make your speed faster for the duration of the phonecall.
7. when you lodge a fault with them your speed goes down to 10% of what you pay for after the call and stays like that for days.

This is fraud. Is anyone else having similiar problems. I am quite keen to assemble a large group of bullied users and take class action.
They are sabotaging my business and preventing me from making an income. They cannot advertise and take money for a service that they are not providing. I have already spent more than 10 hours on the phone with their "technicians" who seemed to be trained to say "please turn your modem off while i check the connection" and know nothing more than that about how their service works.

I am sick of big companies pushing the people that support them around.

We need to stand up for our rights. We have a constitution that is being ignored by the big companies. I don't want the youth to face such ludicrous propblems.

 

[irBosOtter]

What does your line sync speed show on your router? Perhaps you are to far away from the exchange to get 20Mb...

Either way, Telkom is not a great company to deal with, especially with ADSL/VDSL issues

ADSL is a "best effort" service, so they cannot guarantee the speed

 

[billiethomason]

no I have gotten 20Mb a few days in the month.

So not the case.

It is their responsibility to provide what they are selling.

If they provide less. it is their responsibility to adjust the price accordingly.

I paid for a service which I need to be able to work, now I can't work.

They don't even provide me with a quarted of their "minimum speed" How can I get below minimum. it is blatant fraud and I don't think I am the only one.

 

[joker08]

I had issues with the call center, untrained staff have no idea what they are doing, everyone gives a different answer, they refuse to pass the call to a supervisor.
I was once asked to send complaints to [email protected], all I got is a automated response, no one ever got in touch with me.
I have now raised a complaint with ICASA, let's see if I get any resolution now.
All i wanted to do was relocate my services to a new address, now it's past three months and I still received a bill.

 

[isie]

no I have gotten 20Mb a few days in the month.

So not the case.

It is their responsibility to provide what they are selling.

If they provide less. it is their responsibility to adjust the price accordingly.

I paid for a service which I need to be able to work, now I can't work.

They don't even provide me with a quarted of their "minimum speed" How can I get below minimum. it is blatant fraud and I don't think I am the only one.

adsl is a best effort service(this is stated on all their t&c`s) , so 20Mb is the best you can possibly get not the expected minimum not sure what you expected and unfortunately no you cannot sue them.
ADSL infrastructure is old and hardly upgraded and so prone to so many factors.
you can try logging you complaint on twitter and they normally try to help out quite a bit.

 

[billiethomason]

If they themselves tell me a minimum of 16 Mb/s

and deliver 3mb/s most of the time.

added with empty promises of none forthcoming solutions,

I am pretty sure that there is a case there.
They assured e a fast line which I pay for and I don't get it.

I am more then happy to assemble a mass of exploited people to take on such nonesense.

The only reason individuals are exploited is because they are allowing it. if we all band together and pay someone who is willing to take the case surely we can put a stop to such a racket. If they can't provide what they advertise it should say so in the advert.

I shouldn't have to complain on twitter to get good internet .

in other countries I have had amazing ADSL for R300 per month. here I pay R1200 and get bullied.

Thanks for the twitter tip isie, but the fact that telkom are shutting up individuals who make a noise on twitter does not make what they are doing ok.

 

[billiethomason]

I had issues with the call center, untrained staff have no idea what they are doing, everyone gives a different answer, they refuse to pass the call to a supervisor.
I was once asked to send complaints to [email protected], all I got is a automated response, no one ever got in touch with me.
I have now raised a complaint with ICASA, let's see if I get any resolution now.
All i wanted to do was relocate my services to a new address, now it's past three months and I still received a bill.

Horrible news.

Unacceptable. Telkom have the means and technology to provide an excellent service but they sent loyal paying customers on wild goose chases and sabbotage their business by not providing what they claim to.

Do any lawyers amongst us have an opinion on the subject?

 

[billiethomason]

adsl is a best effort service(this is stated on all their t&c`s) , so 20Mb is the best you can possibly get not the expected minimum not sure what you expected and unfortunately no you cannot sue them.
ADSL infrastructure is old and hardly upgraded and so prone to so many factors.
you can try logging you complaint on twitter and they normally try to help out quite a bit.

If you call them they speak of a minimum. the best effort being the maximum you pay for.

in my case. min on download is 16 and upload 1.08

I am mostly getting around 2.9 and 0.79

That is robbery.

If you were given a fifth of your meal in a restaurant but paying full price would you just accept it?

 

[Akafreakazoid]

Go to a telkom store and ask to speak to the manager. Tell him/ her your problem and that you are not leaving the store until your issue is resolved to your satisfaction. Get a comfortable chair and bring food to show them you are serious.

This worked for me. Technician arrived at my place within the hour, this is after three months of struggling with the call centre and quick visits to the store.

It has to be during business hours.

 

[bwana]

in other countries I have had amazing ADSL for R300 per month. here I pay R1200 and get bullied.

You should only be paying R1008 for the UNLIMITEDhome 20Mbps package.

You should ask them to switch you to VDSL, at the very least it has a higher upload speed than ADSL.

 

[bwana]

Suggest you don't waste your time... just move to fibre.

It’s generally assumed that people with access to fibre will use fibre.

 

[joker08]

Suggest you don't waste your time... just move to fibre.

If the op had this option he would have taken it already

 

[killerbyte]

ADSL is considered a best effort service and no speeds are guaranteed.
That is the argument they will use in court if you try go for a class action and they will likely win.

 

[FapCop]

Suggest you don't waste your time... just move to fibre.

Where's that magic button that makes fibre available in OP's area?

 

[Frequent visitor]

Hi

I upgraded my internet with telkominternet 4 weeks ago. Since then I have only had problems:

1. It took 2weeks before muy speed increasesd and no one phoned us withing 7 days as they said would happen.
2. We are pauying for a 20Mb/s line which is mostly running at between1-8Mb/s download and and 0.3 % and 2.3 % upload.
3. Call centre service is terrible I have been given intstructions to email an adress to fix my problem and that was a fake email adress. The operators are untrained and not even aware which facilities their own website offers. When you ask to speak to someone who understands how the service works, the operators refuse to put you through. The operators tell lies about false solutions that don't exist just to get you to go away with your problem
4. Technicians came and "fixed the problem", but the problem is still there.
5. You pay for a 20Mb per line but rarely have it and you can't change the upload/ download priority. which is simple to achieve as I have spoken to people that do it.
6. When you phone to complain that make your speed faster for the duration of the phonecall.
7. when you lodge a fault with them your speed goes down to 10% of what you pay for after the call and stays like that for days.

This is fraud. Is anyone else having similiar problems. I am quite keen to assemble a large group of bullied users and take class action.
They are sabotaging my business and preventing me from making an income. They cannot advertise and take money for a service that they are not providing. I have already spent more than 10 hours on the phone with their "technicians" who seemed to be trained to say "please turn your modem off while i check the connection" and know nothing more than that about how their service works.

I am sick of big companies pushing the people that support them around.

We need to stand up for our rights. We have a constitution that is being ignored by the big companies. I don't want the youth to face such ludicrous propblems.

The UK regulator has just got tough on this front, particularly aimed at over ambitious claims. SA just needs the will to start cracking the whip.

 

[meganmansoer68]

why don't you just give Force Telecoms a try ? do a Switch over .

 

[isie]

If you call them they speak of a minimum. the best effort being the maximum you pay for.

in my case. min on download is 16 and upload 1.08

I am mostly getting around 2.9 and 0.79

That is robbery.

If you were given a fifth of your meal in a restaurant but paying full price would you just accept it?

you must be new here? the sign at the entrance advised the buffet is limited , you didn't read it doesn't make it fraud.
Can you prove that the T&C specifically says 16Mb , here are the terms it does not say what you claim it says? the lovely wording covers their ass , though tbh those are all the downsides of the aging copper network. Telkom wont have budget to replace those messed up cables , its all patch and repair and the more they do that the worse it gets or if you are lucky they (with their openserve hat) will install fibre.

i'm not here to defend them or argue just state the facts, we all have had adsl and we all have had issues, you learn to deal and work with it , logging faults often trying to get it resolved as close as possible to the speed.
you can honestly save money and drop your line speed to a lower 10 mb and see how that goes - but there will be issues.
honestly the best to do is get fibre , if not available start getting your neighbours involved in getting to show interest to get fiber in your hood