Telkom DoBroadband Billing Issue

[Atrum-Amicus]

Ok so last year around June I ordered and successfully got myself the DoBroadband 1 (384 1Gb) package, but after a month realised this was not catering for my needs and upgraded to a DoBroadband 3 (4mb 3Gb) package. I was greatly surprised to find by the time I got home from work (where I made the upgrade request) that they had done the upgrade and I was on a 4Mb connection.

That same month I was fortunate enough to get a promotion, which included internet benefits, and thus stopped the usage of this package. Just to clarify I kept the package, and still paid for it in case of having to use it for personal stuff.

In April I encountered just the situation, and has to use this package to do some downloading. So I setup the support email letting me know my usage and so on, that Telkom service thing. After 2 days I was capped on 1Gb, and noted that my local was also limited to 10Gb, not the 30Gb of the level 3 package.

Turns out they upgraded my line, but never the internet quota side of the package, and I have been paying the level 3 price for a level 1 offering for all these months. This is definitely an issue which Telkom are responsible for in my mind. What steps should I take to try rectify this, and what outcome should I expect realistically. In my mind I have been paying allot of money, for a service that was never properly provided to me.

Thoughts, suggestions, help...

 

[davemc]

If I were a judge I would say:
- You are entitled to have Telkom immediately upgrade your 1GB Telkom Internet to 3GB and that is all.

The reason being, that, for the other months, you have absolutely no proof that you were in fact on the 1GB Telkom Internet package. For all you know, they may have accidentally switched you to 1GB the day before you noticed.

However, if you can prove otherwise, then you can obviously present a different case.

 

[Atrum-Amicus]

...ofc I can prove it.