Telkom call centre problems - please share your experiences

Jan

Jan

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I was recently alerted that there were a few forumites experiencing long waiting times with Telkom's call centre.

I've had a similar experience recently (7 January 2015): waiting over 30 minutes to report a problem dialling an MTN call centre number from Telkom landlines in Centurion. The issue is not yet resolved and Telkom and MTN are saying the problem is on the other end.

Have you experienced problems with Telkom's call centre recently?

Please share your experience in this thread, mentioning at least the date(s) you called and how long you were on hold.
 
Waited about 30 minutes today. Business call center 10217.

EDIT: Looking closer at the times, it looks more like 40 mins.
 
Last edited:
DrJohnZoidberg said:
Waited about 30 minutes today. Business call center 10217.

EDIT: Looking closer at the times, it looks more like 40 mins.
Click to expand...

+1. I've called 6 times in the last 2 weeks and only once was it answered before ~40-45min. Problem still isn't solved XD
 
I used to be able to call and get a response within fifteen minutes. Now I can call for an hour and I think that the call just gets terminated or something, because it never gets answered.

DrJohnZoidberg said:
Waited about 30 minutes today. Business call center 10217.

EDIT: Looking closer at the times, it looks more like 40 mins.
Click to expand...

dr0uwTk.png
 
uhm... How can I express it. Useless, Incompetent, non existent. Spent 1:40min the other day upgrading my data account to 10meg uncapped. Where 40mins was waiting for them to answer, additional hour to explain 4 times "upgrade my 4meg data account to 10meg".
Guess what, they logged a call for technician to upgrade my existing 10meg DSL line to 10meg. Hows that?
 
The wait times are insane!!!!! New activations and Options Centre is over 40min wait time no matter the time.

The wait times was not this bad before they let the contractors go. I mean wtf they paid them for the duration of their contract they could have atleast let them stay and work.....
 
90min this month with 2 weeks of downtime...

Only going to get worse, technical contractors getting the boot in March so god help us when something breaks.
 
I called 3 times today - first time I waited about 30mins at which point someone picked up and the called dropped. Called twice more after that and waited around 20 mins each time...hung up and called a 4th time and waited another 30mins then got through.
 
I had to call 10210 a few times to get my service restored. First issue is that the call centre is not manned 24 hours. If you call after hours you basically will have very little option but to log a fault and a sms is sent to you with a reference number.

I tried to call during the day I gave up after waiting more then 30 mind trying to talk to somebody.

To wait for more then 10 mind when you have to pay for the call is ridiculous. How are the cell phone service providers able to man their call centres 24/7 and so much more efficiently.

Telkom are just useless.
 
We had reports from customers of waiting around an hour for Telkom agents to take the call.

I had two agents test this today. Both calls took around 45 minutes to answer, and one took one and a half hours to be transferred to the correct agent who could perform a simple support function.
 
Ugh and I have to call them again tomorrow after getting nowhere today.

Phoning Telkom is like sandpapering your brain. You always come out of it with a lower IQ.
 
Waited 60 minutes, the call got transferred and then dropped. Called again waited for 58 minutes before I got helped.:sick:

The first chance I get I'm saying goodbye to Telkom. Which should be in the next two months as soon as our neighbourhood gets FTTH.
 
When I had to phone, I try as early as possible in the morning. I also logged a fault on the Telkom website once for static on the line, was fixed within 48 hours.
 
It's always been slow. Last year I waited at least 8 times for about 30 minutes. I learned that If I called after 14:00 the wait time is less. This year its worse than ever. None of my calls yet was picked up before 30 minutes. Yesterday I was waiting again over 30 minutes again.
 
Waited over one hour recently. only for the call center agent to drop my call back in to the Que once he spoke to me. The service quality from the call center is pathetic
 
Yes, calling the call centre is a pain, I am not sure why this is still the case - anyone tried in the case of reporting a fault by SMS? I tried and a few times, number of times I get a fault ref within the hr and a call the next morning.
 
Xino_sam said:
Yes, calling the call centre is a pain, I am not sure why this is still the case - anyone tried in the case of reporting a fault by SMS? I tried and a few times, number of times I get a fault ref within the hr and a call the next morning.
Click to expand...

For certain things if you just talk to somebody the issue can be resolved over the phone, eg recreating a port. If you just log a fault chances are somebody is only going to look at it the next day. And then they still get it wrong in terms of what needs to be done. Also for certain things is no point they call you after an sms when you unlikely to be at home to answer their questions.
 
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2nd of January 1 hour 13 minutes at which point my cordless battery died.
7th of January 53 minutes before putting the phone down without it being answered.
 
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