No Service for More than 2 weeks

[davepp]

I am the victim of appaling incompetence from Telkom. Our line and ADSL service has been down for over 2 weeks now.

It took lots of Twitter "shouting" for a weeek before Jacqui O' Sullivan said I could email her.

• That resulted in me being told that no one can tell me when the service will be restored.
• A week after the fault was reported I was told the fault was being escalated
• After more twarring I was told that the service would be restored by the 1st Sept.
• Today, the 1st Sept, I was told that the fault is receiving attention and they do not know when the service will be restored.

The reason advanced for the delay is that Telkom must first do their budgets before they can do any repairs. Gobsmacked! They are doing the budgets as events happen! Surely there must be a budget for repairs - there is of course one for executive salaries.

An ominous cloud over this is the budgets are done by the "underground cable dept," and get this, no one may talk to these all powerrful underground people - you may only email them. It appears that this department can hold the entire Telkom to ransom and therefore are the indirect cause of Telkom client's businesses going bust.

All this sounds unreal doesn't it? But it's true, that's what I have been told. Real banana-republic stuff.

It is clear that Telkom do not care about their customers. Telkom also do not know what is going on in their operation, this has to be because of poor management and leadership. Telkom comes 1st, 2nd and always.

I am making changes to my business. The largest part of my revenue stream has been coaching via Skype both locally and internationally, this will have to go. My area only has MTN Edge, and Vodacom 3G.

 

[balrog]

PLEASE send me Jaqui's details so I can contact her.

I have the same issue, now going on a week and a half with no ADSL. Even my Twitter war is not resulting in action. I need to take this up a notch.

Have you though about lodging a complaint with ICASA? I think that is my next stop.

Will appreciate it!

 

[GoB]

Why does 'jacqui o sullivan telkom' get autocompleted on Google already?
And she has 2 kids and barely any time to update her facebook, man... give her a break.

PS I found that experience with Telkom to be SOP.
Basically 'sit back and wait' and it usually takes 3 weeks for me with enough shouting.

You could go the escalation route but you may have to lie about having followed the process elsewhere on this forum... because each step is an obstacle to prevent you from reaching ICASA.

 

[balrog]

Why does 'jacqui o sullivan telkom' get autocompleted on Google already?
And she has 2 kids and barely any time to update her facebook, man... give her a break.

PS I found that experience with Telkom to be SOP.
Basically 'sit back and wait' and it usually takes 3 weeks for me with enough shouting.

You could go the escalation route but you may have to lie about having followed the process elsewhere on this forum... because each step is an obstacle to prevent you from reaching ICASA.

Being a single DAY without ADSL is unacceptable. We just all wait for weeks for Telkom to get their act together because we do not escalate and bitch enough. It is NOT acceptable for Telkom to offer a PAID service and then not deliver on that service.

What process are you talking about - escalation with Telkom? It is impossible to escalate past the call centre, they just block you right there.

 

[GoB]

Sorry I was confused - process is at http://www.hellkom.co.za/pages/resolving-a-telkom-dispute.php
I had an issue on step 1 - getting a supervisor and 2 - getting the customer care manager to answer.

 

[balrog]

Sorry I was confused - process is at http://www.hellkom.co.za/pages/resolving-a-telkom-dispute.php
I had an issue on step 1 - getting a supervisor and 2 - getting the customer care manager to answer.

Thanks!

On the ICASA website, the full details are here: https://www.icasa.org.za/ConsumerProtection/ConsumerComplaintsProcedure/tabid/530/Default.aspx

NOW, the question is, if Telkom does not put you in contact with the relevant Manager, surely that should not stop one from logging a complaint with ICASA. It should then be noted and count as "obstruction of justice" or whatever against the Operator, which just makes their defence case weaker. That's my opinion on it.

I will forward my complaint in e-mail to ICASA today and see what comes of it. Think I should attach my Twitter history conversations with them. In there, I have requested numerous times for:
1. The Tech assigned to the fault to call me - it never happened.
2. To send me the contact details of the office of the CEO so I can escalate my fault - also never received
3. Asked for contact details of Jaqcui - also never received.

Let's hope one gets some action from them, although I doubt that they care at all