Telkom! A telecom to avoid

[Yoda Arain]

This is a 5-minute read. I almost became a Telkom customer! Even though I suffered from Cell C's speeds and network unavailability during load-shedding, I still kept going with them because they were affordable (though almost not anymore after the current raise in HCF's plans and competitors offerings). I decided to let them go. Telkom's 2TB month-to-month deal seems valuable. So, I bought a prepaid sim to test the network, and from here starts the hell ride. Telkom's LTE Data Plan 2TB is listed month-to-month on the Easter Promotion page, but if you decide to take it, it actually redirects you to the Home Internet LTE Terabyte page, where you check the coverage, and can only choose between 12, 24 and 36 months. Checking the coverage is also a hit and miss, because the location search tab most of the time does not load. Someone on the forum claimed that it's still a good deal as you can cancel the contract after 3 months without paying any fee. So, I thought, why not go ahead, as I don't have many alternatives. But being a human, I don't just jump straight into something without doing some research. To inquire further, I began to look for detailed terms and conditions, which are not listed at that page but also if you browse there catalogue, you will find, they just mention the site for checking terms and conditions instead of giving the whole URL. If you can insert your homepage's URL, you can surely insert the remaining part that leads to T&Cs. As this 2TB deal only works on Telkom's LTE-A (2300 MHz band), I wanted to test the network in my area. Upon activation of prepaid sim card, I found myself on the Telkom More price plan, to test my requirements, I had to move to the Smart Broadband Wireless tariff plan. I tried several times via the USSD menu, but the request would always fail. To find out more about the 2TB deal and to resolve this issue, I sought help by reaching out to Telkom via Social Apps. Instead of getting direct help, you have to go through Karabo chatbot. Even going through all that steps, you are still not direct to a human agent, but asked to wait for a call back that most of the time does not arrive, or if does, as soon as the call disconnects in the middle, the agent does not call back. You're back to square one. Thuso, another chatbot available via Telkom's website. I mean, seriously, how many bots do you guys need. Thuso, does not even load. It looks like the poor soul has been left dead after Karabo's arrival. On another thread, someone said Telkom's app is the best, and you don't need the help of an agent, as you can perform all the tasks yourself. Upon inserting the SIM into the device, I received the link for the Telkom App to be installed from Telkom via SMS. After failing to connect my Mobile Account and searching for a while, I found out that this app is no longer supported and you need My Telkom app. If the old app is not working, why is it still available at Play Store and also being pushed via SMS. Unfortunately, MyTelkom app crashed on one of my devices and on the second one it just gives an error if I try to login. I decided to try every means possible, so I went to the Web Self-Care Portal. Until now, I had convinced myself that Telkom's other name was Bug. I was no longer surprised that I encountered another problem. This time, while trying to link my Mobile Account with my Telkom profile, I was not receiving any OTP. Upon further investigation at MyBroadband Forum, I found out, I'm not alone and this is an issue since 2021, read this thread. After trying and explaining multiple times, I got hold of an agent via 180 help line. She said, "Dial *330*1234#, and you will receive an OTP". I dialed, and it turns out this code is for Call Barring deactivation. Only if she has asked or checked that if I've call barring activated at all. I tried again, and as usual, I still have not received an OTP. Again, for one last time, I contacted them and explained everything again. This time the lady said, there's no issue that she can detect. So, there's nothing wrong. So, you guys seriously think that if you cannot detect an issue, this means people go ahead and make excuses just to talk to you. Seriously, you are one of the worst. Furthermore, this is a SIM-only deal; why cannot you simply charge me upfront for a month as Rain does. Why am I being forced to share my employer's and bank account details? Simply charge the card.
As Telkom does not believe customers are telling the truth. See below, the proof for Coverage Page issue and Thuso. At least you may end up rectifying these.

If you are wondering about that 2 TB deal, here are some facts I could gather after a week's hassle. There's no support for Multi-Sim or Data Transfer/Share. The package is not available in Month-to-Month deal, as stated by the agent.

P.S. Affordability is a major factor in my decision making. I went with Rain, but due to a lack of coverage, I cancelled. Hats off to Rain's representative on this forum. Within three days, I received my refund. No questions asked. MTN offered 100 Gigs anytime for R219 via App exclusive offer, and Vodacom offered 200 Gigs for R349 on Prepaid LTE Data Plan. I went with Vodacom because Cell C's prepaid users roam on MTN's network. I suspected it would be a similar experience. Also, I did not know for how long they would keep offering that promotional deal, and it is not easy to switch a networks every other day.

 

[ld13]

Nice blog post. Welcome to Africa. This is about the best that you can expect out there. They are all the same.

 

[Totempole]

This is a 5-minute read...

It would have been had you used paragraphs.

But seriously though, as much as I'd like to tell you the issues you experienced were isolated and uncommon, if I did, I'd be lying.

We use Telkom because it's cheap, and excellent value when it works, not because there's an expectation of any customer service whatsoever. If you do manage to get through to someone competent, that's a bonus. Otherwise, we just power through with what we have.

 

[BCR]

This is a 5-minute read. I almost became a Telkom customer! Even though I suffered from Cell C's speeds and network unavailability during load-shedding, I still kept going with them because they were affordable (though almost not anymore after the current raise in HCF's plans and competitors offerings). I decided to let them go. Telkom's 2TB month-to-month deal seems valuable. So, I bought a prepaid sim to test the network, and from here starts the hell ride. Telkom's LTE Data Plan 2TB is listed month-to-month on the Easter Promotion page, but if you decide to take it, it actually redirects you to the Home Internet LTE Terabyte page, where you check the coverage, and can only choose between 12, 24 and 36 months. Checking the coverage is also a hit and miss, because the location search tab most of the time does not load. Someone on the forum claimed that it's still a good deal as you can cancel the contract after 3 months without paying any fee. So, I thought, why not go ahead, as I don't have many alternatives. But being a human, I don't just jump straight into something without doing some research. To inquire further, I began to look for detailed terms and conditions, which are not listed at that page but also if you browse there catalogue, you will find, they just mention the site for checking terms and conditions instead of giving the whole URL. If you can insert your homepage's URL, you can surely insert the remaining part that leads to T&Cs. As this 2TB deal only works on Telkom's LTE-A (2300 MHz band), I wanted to test the network in my area. Upon activation of prepaid sim card, I found myself on the Telkom More price plan, to test my requirements, I had to move to the Smart Broadband Wireless tariff plan. I tried several times via the USSD menu, but the request would always fail. To find out more about the 2TB deal and to resolve this issue, I sought help by reaching out to Telkom via Social Apps. Instead of getting direct help, you have to go through Karabo chatbot. Even going through all that steps, you are still not direct to a human agent, but asked to wait for a call back that most of the time does not arrive, or if does, as soon as the call disconnects in the middle, the agent does not call back. You're back to square one. Thuso, another chatbot available via Telkom's website. I mean, seriously, how many bots do you guys need. Thuso, does not even load. It looks like the poor soul has been left dead after Karabo's arrival. On another thread, someone said Telkom's app is the best, and you don't need the help of an agent, as you can perform all the tasks yourself. Upon inserting the SIM into the device, I received the link for the Telkom App to be installed from Telkom via SMS. After failing to connect my Mobile Account and searching for a while, I found out that this app is no longer supported and you need My Telkom app. If the old app is not working, why is it still available at Play Store and also being pushed via SMS. Unfortunately, MyTelkom app crashed on one of my devices and on the second one it just gives an error if I try to login. I decided to try every means possible, so I went to the Web Self-Care Portal. Until now, I had convinced myself that Telkom's other name was Bug. I was no longer surprised that I encountered another problem. This time, while trying to link my Mobile Account with my Telkom profile, I was not receiving any OTP. Upon further investigation at MyBroadband Forum, I found out, I'm not alone and this is an issue since 2021, read this thread. After trying and explaining multiple times, I got hold of an agent via 180 help line. She said, "Dial *330*1234#, and you will receive an OTP". I dialed, and it turns out this code is for Call Barring deactivation. Only if she has asked or checked that if I've call barring activated at all. I tried again, and as usual, I still have not received an OTP. Again, for one last time, I contacted them and explained everything again. This time the lady said, there's no issue that she can detect. So, there's nothing wrong. So, you guys seriously think that if you cannot detect an issue, this means people go ahead and make excuses just to talk to you. Seriously, you are one of the worst. Furthermore, this is a SIM-only deal; why cannot you simply charge me upfront for a month as Rain does. Why am I being forced to share my employer's and bank account details? Simply charge the card.
As Telkom does not believe customers are telling the truth. See below, the proof for Coverage Page issue and Thuso. At least you may end up rectifying these.

If you are wondering about that 2 TB deal, here are some facts I could gather after a week's hassle. There's no support for Multi-Sim or Data Transfer/Share. The package is not available in Month-to-Month deal, as stated by the agent.

P.S. Affordability is a major factor in my decision making. I went with Rain, but due to a lack of coverage, I cancelled. Hats off to Rain's representative on this forum. Within three days, I received my refund. No questions asked. MTN offered 100 Gigs anytime for R219 via App exclusive offer, and Vodacom offered 200 Gigs for R349 on Prepaid LTE Data Plan. I went with Vodacom because Cell C's prepaid users roam on MTN's network. I suspected it would be a similar experience. Also, I did not know for how long they would keep offering that promotional deal, and it is not easy to switch a networks every other day.

You can get month to month Telkom LTE, including the 2TB deal, from Afrihost and Axxess (not to mention Web Africa and MWeb, last I checked) - suggest you stick to Afrihost and / or Axxess (which Afrihost owns).

Without all the hassle of trying to deal directly with Telkom.

Just be aware that Axxess cancellation in any given month, will cancel earliest at the end of the following month ; Afrihost, when I last cancelled with them, at the end of the current month, especially if done by the 15th.
Both through their online portals, so no need to deal with the agents.

To compare your 200 GB (100 + 100 GB ?) for R349 from Vodacom, Axxess have 120 + 120 GB for R299, or 180 + 180 GB for R399 ; Anytime of both carries over to the next month if unused, just like directly through Telkom (or whatever portion is unused).

 

[Yoda Arain]

You can get month to month Telkom LTE, including the 2TB deal, from Afrihost and Axxess (not to mention Web Africa and MWeb, last I checked) - suggest you stick to Afrihost and / or Axxess (which Afrihost owns).

Without all the hassle of trying to deal directly with Telkom.

Just be aware that Axxess cancellation in any given month, will cancel earliest at the end of the following month ; Afrihost, when I last cancelled with them, at the end of the current month, especially if done by the 15th.
Both through their online portals, so no need to deal with the agents.

To compare your 200 GB (100 + 100 GB ?) for R349 from Vodacom, Axxess have 120 + 120 GB for R299, or 180 + 180 GB for R399 ; Anytime of both carries over to the next month if unused, just like directly through Telkom (or whatever portion is unused).

Thank you for your precious time, it's a very well written response. Affordability is a major factor, because I don't earn much. I wondered for the 2 TB in first place, because I thought, I will be able to share it with my partner and cost will cut down by half. I actually searched from Afrihost to Mweb, while I was looking for a better deal and ended up with Telkom. I sacrificed the extra data, because of Vodacom's reliability. Also, I don't have a local bank account, and the account I've access to costs me 3.5% to 5% extra in fee + worst exchange rate is offered. So, costs go way up. Afrihost costs R100 more than direct Telkom. I wish they bring it down. Yes, I also agree with you on the stance that Afrihost is better. So, If anybody's reading go with the Afrihost, If you can afford. It's been more than two years since I've been following them on this forum, and most of the customers are happy with them. Also, they won the MyBroadband Award for Best Broadband ISP of 2023. It was pleasure hearing from you @BCR

 

[BCR]

Thank you for your precious time, it's a very well written response. Affordability is a major factor, because I don't earn much. I wondered for the 2 TB in first place, because I thought, I will be able to share it with my partner and cost will cut down by half. I actually searched from Afrihost to Mweb, while I was looking for a better deal and ended up with Telkom. I sacrificed the extra data, because of Vodacom's reliability. Also, I don't have a local bank account, and the account I've access to costs me 3.5% to 5% extra in fee + worst exchange rate is offered. So, costs go way up. Afrihost costs R100 more than direct Telkom. I wish they bring it down. Yes, I also agree with you on the stance that Afrihost is better. So, If anybody's reading go with the Afrihost, If you can afford. It's been more than two years since I've been following them on this forum, and most of the customers are happy with them. Also, they won the MyBroadband Award for Best Broadband ISP of 2023. It was pleasure hearing from you @BCR

Thanks in turn for your reply.

I wouldn't put too much weight on which ISP wins the award in any given year. I think quite often it's been Axxess (who I'm currently with, by the way, on Telkom LTE) - many have criticised their levels of service, and rightly so, because when one does have a problem, they seldom seem to resolve it, or it takes weeks.

I've found that to be the case as well, but for some reason, their Accounts dept. manages to get Support dept. issues sorted out ! (for me, anyway).

But, none of them have any special powers when it comes down to reselling certainly the LTE / 5G products.
If one's fortunate enough to have good latency & download / upload speeds, whether MTN / Vodacom / Telkom / then it doesn't matter if it's direct or through the MVNO / 3rd part reseller (as I'm sure you're aware).

It's painful that you're paying more in fees owing to personal circumstances ; my one suggestion is that you try - even online, initially - to setup a TymeBank account, but it might be through not having an ID number it fails ; I can't remember the process, but maybe there's allowance for a passport number ?
(I'm only guessing at the situation, and know it's none of my business, so feel free to not interact further on this subject - done purely with intent to be of assistance).

If successful to that point, you could then visit one of their kiosks at selected Pick ''n Pay branches, to get a card printed, or you can opt for posting it out, but I wouldn't trust that.

Having that would theoretically let you transfer funds to that account, then setup debit orders for which there are surprisingly no fees whatsoever.

Furthermore, no fees for transferring to beneficiaries you setup to pay, in SA.

Hope you come right in some way or another, to make things easier on yourself, especially regarding the additional costs !

 

[Yoda Arain]

Thanks in turn for your reply.

I wouldn't put too much weight on which ISP wins the award in any given year. I think quite often it's been Axxess (who I'm currently with, by the way, on Telkom LTE) - many have criticised their levels of service, and rightly so, because when one does have a problem, they seldom seem to resolve it, or it takes weeks.

I've found that to be the case as well, but for some reason, their Accounts dept. manages to get Support dept. issues sorted out ! (for me, anyway).

But, none of them have any special powers when it comes down to reselling certainly the LTE / 5G products.
If one's fortunate enough to have good latency & download / upload speeds, whether MTN / Vodacom / Telkom / then it doesn't matter if it's direct or through the MVNO / 3rd part reseller (as I'm sure you're aware).

It's painful that you're paying more in fees owing to personal circumstances ; my one suggestion is that you try - even online, initially - to setup a TymeBank account, but it might be through not having an ID number it fails ; I can't remember the process, but maybe there's allowance for a passport number ?
(I'm only guessing at the situation, and know it's none of my business, so feel free to not interact further on this subject - done purely with intent to be of assistance).

If successful to that point, you could then visit one of their kiosks at selected Pick ''n Pay branches, to get a card printed, or you can opt for posting it out, but I wouldn't trust that.

Having that would theoretically let you transfer funds to that account, then setup debit orders for which there are surprisingly no fees whatsoever.

Furthermore, no fees for transferring to beneficiaries you setup to pay, in SA.

Hope you come right in some way or another, to make things easier on yourself, especially regarding the additional costs !

I agree. Network performance overshadows poor customer support, and there are only three basic networks (excluding Rain). I've been trying since November 2021 to get on board with Tyme Bank, but unfortunately they still do not support non-SA residents. Because, I'm quite descriptive person. So, before I waste your time by bursting my sufferings, and invading my own privacy . I'm gonna stop. Everyone has something to deal with, I'm not an exception. I'm thankful for your assistance. You're actually the 7th nicest South African, I have communicated with in last 3 years.

 

[f22raptor]

Hi

We are suffering at work because of Telkom wifi. The reason we are still with them is because of the landline number. Now we need to replace them and need to retain the 011 number. It was a 24-month contract uncapped LTE now its month to month contract. How do we move to rain and keep the 011 number?

 

[Yoda Arain]

Hi

We are suffering at work because of Telkom wifi. The reason we are still with them is because of the landline number. Now we need to replace them and need to retain the 011 number. It was a 24-month contract uncapped LTE now its month to month contract. How do we move to rain and keep the 011 number?

Get a VoIP connection from Afrihost or other VoIP providers. Whichever suits your needs. They can port your landline number. It will be cheaper, better. Then go for connection with any network of your preference. But I also recommend rain because the are truly unlimited, offer better value for money, and their representative here is best. Actually, He maybe able to even shed better light on this. @rain_mobile Please! help him.

 

[ld13]

Hi

We are suffering at work because of Telkom wifi. The reason we are still with them is because of the landline number. Now we need to replace them and need to retain the 011 number. It was a 24-month contract uncapped LTE now its month to month contract. How do we move to rain and keep the 011 number?

Did not know that Telkom offered wifi, interesting.

Jokes aside, you mention a landline number and then a LTE product - these are usually two distict seperate products. Do you have an actual copper-based landline on the premisis? If that is the case, and it is not some weird hybrid/telkom single number product with the landline number connected to the 'LTE' sim or some fixed line look-alike service, then you are free to keep the landline as-is, kill the LTE service and go with another provider.

If it is some merged 011-sim, then you can just port the number to any voip provider. I used FreshPhone - was the cheapest for me to park my landline number in the end as it had no monthly fees.

 

[konfab]

TL;DR:

The writer had a frustrating experience trying to become a Telkom customer and take advantage of their 2TB month-to-month deal. They encountered various issues with Telkom's website, chatbots, and customer service, including difficulty accessing terms and conditions, problems with activating the prepaid SIM card, and a lack of support from the chatbots. The writer also had issues with Telkom's app and web portal, as well as difficulties receiving an OTP to link their mobile account. They express dissatisfaction with Telkom's customer service and question the need for multiple chatbots. The writer ultimately decided to go with another provider, Vodacom, due to the lack of coverage with Rain and Cell C. They highlight the affordability factor in their decision-making process and mention the promotional deals offered by MTN and Vodacom.