Telkom call centre problems - please share your experiences

I gave up trying over December during 24th to the 3rd January.
I eventually sent a pm to TelkomZA and it was sorted within a day or so.
I refuse to call because I won't hold on for 30min and then get cut off. This happened 4 times.
 
Lucky you.... TelkomZA has yet to respond to my PM
 
Have an agent testing this once again. Call waiting time before answered by DSL support: 58min
 
I have been down now for 17 days.

every day I call telkom, every day without fail it is 45 min before I get an answer.

since monday every time I give my fault reference they hang up on me straight up
 
brogan said:
Two words: speaker phone
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+1

Speaker on while phoning. While waiting watch a tv episode or movie while you wait. I do feel sorry for people that don't have speaker on their landline and need to hold the phone next to their ear all the time.
 
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cavedog said:
+1

Speaker on while phoning. While waiting watch a tv episode or movie while you wait. I do feel sorry for people that don't have speaker on their landline and need to hold the phone next to their ear all the time.
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Got one but hearing that music for an hour would irritate me
 
Baxteen said:
I have been down now for 17 days.

every day I call telkom, every day without fail it is 45 min before I get an answer.

since monday every time I give my fault reference they hang up on me straight up
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Ensure you have a record of that initial fault: Insist they refund you the 17 days pro-rata.

They've done this for me for exchange faults in the past- if we hold them to this, there's more incentive for them to get things fixed...
 
Did two hours early this year and the call just dropped, had the phone on speaker and it was playing that awful tune of theirs
 
More testing today:

First call: cut off after 45 minutes on hold.
Second call: cut off after 2 hours on hold.
Third call: transferred to another agent after 1 hour on hold. Agent is still on hold 30 minutes later for the "new" agent. EDIT: called dropped after 45 minutes.
EDIT again: fourth call dropped

It's reached a point of being quite pathetic. I don't know how Telkom customers handle this nonsense. Luckily we don't deal with their consumer call centre for reprt logging - not sure we'd have the patience or inclination to do this every day. I feel for you guys who have your DSL lines managed by Telkom themselves, when having to deal with their call centre.
 
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Crystal Web said:
More testing today:

First call: cut off after 45 minutes on hold.
Second call: cut off after 2 hours on hold.
Third call: transferred to another agent after 1 hour on hold. Agent is still on hold 30 minutes later for the "new" agent. EDIT: called dropped after 45 minutes.
EDIT again: fourth call dropped

It's reached a point of being quite pathetic. I don't know how Telkom customers handle this nonsense. Luckily we don't deal with their consumer call centre for reprt logging - not sure we'd have the patience or inclination to do this every day. I feel for you guys who have your DSL lines managed by Telkom themselves, when having to deal with their call centre.
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Yet they said that sacking the contractors won't affect the call centre waiting times at all if I remember the CEO statement correctly....
 
This is why I asked rpm and Jan to gather info.... so that they can approach Telkom with these experiences and ask them how that matches up to their reassurances!
 
And for some contrast - they were actually quite terrific last year. I even sang their praises on occasion.

Such a pity.
 
Was on the line for exactly 1 hour today before someone answered and helped. I was also using my cellphone as my landline is dead. Whatever happened to that brief moment when things got so much better and they answered after a few minutes??
 
Also waited for over an hour over the last few weeks. Got through on one occasion after 1hr 14m.

Spoke to a really competent guy who kept apologizing. Said management is aware of the long waits.

On days I couldn't get through, I logged a fault online but the creepy online system doesn't let you specify what the fault is specifically for. The next day, wow, call closed without anything being done.

Messaged @telkomza and they logged a call again and said the first one was closed in error.

Can't wait for fibre.
 
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