Telkom call centre problems - please share your experiences

Here's a kicker.

If your line was suspended for some reason - in my case case it was because I had cancelled it but they haven't processed the cancellation yet - you get a recording saying that your line has been suspended so you have to go to a Telkom store to sort it out. There is no telephonic option to sort it out.
 
Jakes147 said:
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.
Click to expand...

Yarr, mines coming soon too... lines are up, just waiting on isp pricing and some other things, then no more telkom(need to arrange massive party on that day). Next on my todo list - Eskom
 
Been trying since last week...
last week spent 63 minutes on hold.
Today still on hold.
 
Here's how Telkom can fix the majority of the congestion: AUTOMATION
When calling, you should be able to perform certain tasks without the aid of a Telkom support worker.

Hypothetical situation without automation:
Your line is unstable, so you call, wanting your port to be reset. You wait for an hour or two as the elevator music ceaselessly plays without an answer for anyone. Est. time: 45 mins ~ 2 hours until you give up and instead send an email that takes three days to get a response.

Hypothetical situation with automation:
Your line is unstable, so you call, wanting your port to be reset. The voice tells you to press "4" for automated tasks, then "1" for ADSL line options, then "1" for a port reset, followed by entering your phone number for confirmation. You are then taken back to the menu. Est. time: 15 seconds ~ 5 minutes (for those who are technical or not, respectively).

You should be able to perform the following tasks "automatically":
1. Signing up
2. Cancelling services
3. Changing packages
4. Technical tasks (port reset, changing line stats, reporting faults etc.)
5. Changing billing information

But, then, these are the ones which actually need someone:
1. Technical support (for those who need the support).
2. Finding out details about a package.
3. etc.

People looking for support could actually find it, and those who don't wouldn't have to wait.
 
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The waiting time has been horrible so far this year. Some of my calls get cut off just as the music would normally start, and I have to call back and try again. Yesterday I waited an hour before someone picked up. The most annoying part is the automated voice that says "Thank you for calling Telkom" - you think someone is answering the call when they are not. Am I wrong in saying that this is worthy of complaint? It should rather start "All our agents are currently busy" or something

Edit: I see some of you have said that you have FTTH lines on your premises already... Mind sharing which service provider's infrastructure that is? I'd like to contact them to find out if they have any plans of expanding into my area. Nobody's approached us with an alternative yet besides for some WISPS which I'm really not interested in
 
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I am waiting 4 ****en days now I have been given all my details for adsl, line is active but because backroom staff hasn't closed my order ,it's not working and you cannot call them and people in the call center cannot help me.Took to twitter because I am getting now where.

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1 Hour and 45 Minutes for Business. Then got transfered and it went dead.
 
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