Telkom line transfer delay

S

Sastri_Munsamy

Active Member
Joined
Mar 26, 2008
Messages
86
Reaction score
6
Location
Sunninghill, JHB
Howsit guys

Apologies for not searching first, but I'm posting from my cellphone.

So, I have moved house this past week and applied to have my line transfered to the new place on Monday because I want to keep my number. The new place already has a phone line installed and is within 1km of my old place.

The call center agent confirmed that I would go through the same exchange and proceeded to apply for the transfer. He then checked to see when the next technician would be available and told me the earliest date is 6th April.

Basically, I have to pay for my line rental for more than a month without having the service I'm paying for available to me.
Is this right? Is there any way to escalate this? Not sure if Telkom has a rep on this forum.


Sent from my Desire HD using MyBroadband Android App
 
No. Phone back and demand an earlier date.
If they don't want to do so, request an escalation reference number as you do not accept their date.
 
Thanks for the response. The call center agent did escalate with the technicians but I didn't get a ref number. He told me that they would call me within 24 hours but its been 2.5 days. Will phone them tomorrow and get a ref number

Sent from my Desire HD husing MyBroadband Android App
 
unfortunately i've found that's the only sure way to get pretty speedy (well not as slow as usual;)) service out of them, bug them till you start feeling like you're being a pain and they give in. it's easier to bother the lady at their direct shop, but aslong as you remember to ask for names, and jot them down you'll be fine.
i wonder what we'll have to do when you have to deal with a Jon Smith or Pete Anderson who is actually an Abdula Haariparsad in India for your phone or internet, one-day
 
Called Telkom today, the Call Center Agent has told me the new date is 29th March. Still not happy but i do have a reference number. The agent has escalated it again but Im guessing this is going to be a very tedious process.

Cant understand how they can cut my services if i dont pay them on time yet they expect me to pay even if they dont offer the service due to their own constraints. i understand their techinicians are busy, but that really isnt my problem.
 
I say continue phoning them. I did this when I moved. I am still not sure why you need a technician??? I moved from my old place (calcelled the ADSL with a week left of the month), then once I was in I sent a new application for ADSL, and I just phoned and bugged them a lot with reference numbers etc and it was activated within a few days.
 
stroebs said:
I say continue phoning them. I did this when I moved. I am still not sure why you need a technician??? I moved from my old place (calcelled the ADSL with a week left of the month), then once I was in I sent a new application for ADSL, and I just phoned and bugged them a lot with reference numbers etc and it was activated within a few days.
Click to expand...

yeah, that seems like my plan of action too.
I found this process at Helkom, wonder if anyone manage to get much joy following these processes?

Helkom said:
Solving a Telkom Dispute - What to do


If you experience a problem with your Telkom service, call 10212 or for account enquiries call 10210. Ask the agent for a reference number. In those unfortunate instances where a problem arises, Telkom will follow the procedures outlined in this section in attempting to resolve your complaint expeditiously.

Residential Call Centre: 10219
Account Queries and investigations: 10210
Fault Reporting: 10212


Have the following info on hand when lodging a complaint:
1 Your name i.e. customer name and possibly ID number,
2 Your full contact number, ie. including dialing code,
3 Telephone number concerned (or Data circuit number),
4 Customer Number if available and applicable,
5 Details of where and when problem reported and reference number if available,
6 Concise description of complaint,
7 Have pen and paper handy to write names and reference numbers down.


Resolving the complaint
1. If you do not believe your problem is receiving the attention it deserves, ask to speak to a supervisor at one of the above numbers (10212 or 10210). The supervisor will promptly and courteously attempt to resolve your complaint. Please be advised that there will be occasions, due to the nature and complexity of the complaint or problem, where the supervisor will need time to investigate the matter. The supervisor will get back to you as soon as possible with a resolution to your problem.

2. If, after hearing from the supervisor, you are still not satisfied, you may escalate your complaint to the office of the Regional Customer Care Manager by calling FreeCall 080 060 0126, and quoting your reference number.

3. In those rare instances where you would like to escalate your complaint further, the Regional Customer Care Manager will provide you with the telephone number of the office of the Chief Executive Office (CEO) of Telkom. The CEO's office will review your complaint, analyse the steps taken by Telkom employees to resolve your grievance and advise you accordingly.

4. If after giving Telkom the opportunity to resolve your complaint, you are still not satisfied, the CEO's office will promptly supply you with ICASA's telephone number and physical address.


So there you have it - that's how Telkom says you can solve your issue with them.


Good luck!

NOTE: When resolving a dispute with Telkom, keep a record of calls and names, statements made and if the dispute is not resolved, put it up on the VENT. The same goes for disputes which have been resolved - let others know how you did it.
Click to expand...
 
I'm still wondering why a technician is needed? I've had ADSL installed 3 different times in 3 different houses in 3 very different areas... But never has a technician set foot on my premises.
 
Me on same boat, moved and waiting for Telling to transfer line.

Sent from my HTC Desire using MyBroadband Android App
 
stroebs said:
I'm still wondering why a technician is needed? I've had ADSL installed 3 different times in 3 different houses in 3 very different areas... But never has a technician set foot on my premises.
Click to expand...

I'm also not sure why they need to send out a technician. I expected to have the whole thing done by the time I got off the phone with the agent on Monday.

@cyberarmy how long have you been waiting?


Sent from my Desire HD using MyBroadband Android App
 
Sastri_Munsamy said:
No i didnt tell them that, but all i wanted was my line transferred. i didnt think i would need to tell them that i was doing the SIO
Click to expand...

You might want to call and do that. I made it 100% clear that I was doing SIO and everything was sorted quikstix
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X