Telkom Mobile Billing FAQ

[Telkom]

1. First invoice pro-rata explanation

Determine the daily amount of a monthly charge being prorated by dividing it by the number of days in the month the service is applied for. The resulting number is the daily amount.

Example:
Based on a 30 day bill cycle and a monthly recurring charge of R300, the daily amount is R10 (R300/30 days = R10). Determine the number of pro-rated days. The monthly service charges begin the day service is activated.
Example: Application date = 20th day of a cycle which means there are 10 pro-rated days. Multiply the daily amount by the number of days being pro-rated. This gives you the total pro-rated amount.
i.e. R10 x 10 days = R100.

Your first subscription will then show as R400 as you will be paying for the previous month’s pro-rated subscription (R100) as well as the current month’s subscription (R300).

What is pro-rated?

• Subscription Fees
• CLIP/CLIR
• Free minutes
• Free SMSes

What is not pro-rated?

• Itemised Billing

2. Overdue account manual payments and payment allocations

Steps using the bank approved beneficiaries list on internet banking:

1. Select Company,
2. Select Telkom,
3. Add the Beneficiary Statement Description as: 8ta 19 digit number from the back of the invoice.

EFT (internet banking) or direct bank deposit details:

• Name of the bank: Absa
• Account number: 4076155598
• Branch code: 632005
• Beneficiary Statement Description: 8ta 19 digit number from the back of the invoice

Proof of payment should be provided to:

• Fax number: 088 012 311 3872
• Email: [email protected] with subject line: MyBB <username> Proof Of Payment
• An 8ta/Telkom store

Proof of payment must be accompanied by the following information:

• Name and surname
• ID/Passport number
• Alternate contact number
• Email address
• 8ta mobile number
• 8ta account number being paid

3. Change of billing address or bill Format (email or post)

Documentation required:

• Copy of the 8ta account holder’s ID/Passport
• Letter with summary of change required including account holder’s signature

Letter must be accompanied by the following information:

• Name and surname
• Alternate contact number
• Email address
• 8ta mobile number

This information should be provided to:

• Fax number: 088 012 311 387
• Email: [email protected] with subject line: MyBB <username> Change of bill format/address
• An 8ta/Telkom store

4. Debit order date change (15th, 20th, 25th or last working day of the month):

Documentation required:

• Copy of the 8ta account holder’s ID/Passport
• Letter with summary of change required including account holder’s signature

Letter must be accompanied by the following information:

• Name and surname
• Alternate contact number
• Email address
• 8ta mobile number

This information should be provided to:

• Fax number: 088 012 311 387
• Email: [email protected] with subject line: MyBB <username> Debit order date change
• An 8ta/Telkom store
• Calling 081 180 with verbal authentication checks and ID/passport verification (free call from your 8ta number)

5. Debit order disputes and refund requests

Documentation required:

• Copy of Bank Account holder’s ID/passport
• Stamped bank statement reflecting 8ta debit order amount and debit order reference

Additional information required:

• 8ta account number
• Name and surname
• Alternate contact number
• Email address
• Summary of complaint
• Current/previous 8ta reference number(s)

This information should be provided to:

• Fax number: 088 012 311 3872
• Email: [email protected] with subject line: MyBB <username> Debit order dispute/refund request
• Visit an 8ta/Telkom store with the above information

6. Contract cancellations (cancellation fees and Ts & Cs apply)

Documentation required:

• Letter with summary of cancellation reason(s) required including account holder’s signature
• Copy of Account holder’s ID/passport

Additional information required:

• Name and surname
• Alternate contact number
• Email address
• 8ta number to be cancelled
• 8ta Account Number

Send above information to:

• Email: [email protected] with subject line: MyBB <username> cancellation request
• An 8ta/Telkom store

7. Itemized billing activation (R17.00 per month)/deactivation request

Documentation required:

• Copy of the 8ta account holder’s ID/Passport
• Letter with summary of change required including account holder’s signature

Additional information required:

• Name and surname
• Alternate contact number
• Email address
• 8ta mobile number

This information should be provided to:

• Fax number: 088 012 311 3872
• Email: [email protected] with subject line: MyBB <username> itemized billing
• Visit an 8ta/Telkom store with the above information
• Calling 081 180 with verbal authentication checks and ID/passport verification (free call from your 8ta number)

8. Credit limit increase/decrease application (credit vetting will be done again)

Documentation required:

• Letter with summary of change required including account holder’s signature
• Copy of the 8ta account holder’s ID/Passport

Additional information required in the letter:

• Name and surname
• Alternate contact number
• Email address
• Credit limit amount request
• 8ta Account Number
• 8ta Number

This information should be provided to:

• Fax number: 088 012 311 3872
• E-mail: [email protected] with subject line: MyBB <username> credit limit
• Visit an 8ta/Telkom store with the above information

9. Contract upgrade/downgrade migration application (credit vetting will be done)

*Note:
*You will not qualify for a new handset/voucher
*You will only qualify for the new upgraded/downgraded contract airtime benefits once the migration is approved.


Documentation required:

• Letter with summary of change required including account holder’s signature
• Copy of the 8ta account holder’s ID/Passport

Additional information required in the letter:

• Name and surname
• Alternate contact number
• Email address
• Migration application from which contract to which contract
• 8ta account number
• 8ta number

This information should be provided to:

• Fax number: 088 012 311 3872
• Email: [email protected] with subject line: MyBB <username> contract migration
• Visit an 8ta/Telkom store with the above information

 

[ebrahi123]

it is two weeks now that i have been double debited, i have been speaking to several consultants , one even put the phone down in my face , i was told that the money was refunded into my account and it would take 3 working days, then 48 hours and now 10 working days, i was now told that the cash was credited into my 8ta account and that they debited off the credit for this month already and i signed for a debit order for the 31st, i am busy with the newspapers now to make all people aware of the bad service so that no other person should have this bad experience as i did,

 

[Telkom]

Hi ebrahi123!

Please can you forward us the emails you have sent (along with attachments) so we can follow this up for you? Our email address: [email protected]

We will try our best to get this resolved as soon as we can.

Regards,
Social Media Team

 

[b166er]

I would just like to warn anybody intending to get an 8ta contract! This company is exactly like Telkom. I was cut off today instead of receiving a credit on my account due to months of "transmission errors" on the 8ta tower serving me. 8ta is a very very VERY bad idea. Stay as far away from 8ta as possible.

 

[Telkom]

I would just like to warn anybody intending to get an 8ta contract! This company is exactly like Telkom. I was cut off today instead of receiving a credit on my account due to months of "transmission errors" on the 8ta tower serving me. 8ta is a very very VERY bad idea. Stay as far away from 8ta as possible.

Hi bi66er

Please PM us your 8ta number and a summary of what happened so we can address this for you? We would like to get this sorted out as soon as we can.

Regards,
Social Media Team

 

[Baba Vakai]

@8TA

And if I may ask, how long does it take to allocate a payment? Its now more than a week debit order went thru but payment still outstanding. Call center personel very rude and incompitent.( behaving as if they are doing you a favour)

 

[Telkom]

Hi Baba Vakai

Debit orders which were successful on the day it was supposed to go off, reflects on the same day. Unsuccessful debit orders will be attempted at a later date and those successful payments only reflect after 11 days. Manual payments with the correct reference number will take 2 days. If the reference number is incorrect, it is not allocated and only with sending us the proof of payment can this payment be allocated. This takes about 24 hours to reflect.

If you need us to check, please send us a PM or email with your exact query as well as your 8ta and ID numbers so we can assist you if need be.

Regards,
Social Media Team

 

[Telkom]

Hi All

Please click on the following link if you need a better understanding of the 8ta bill:
http://www.8ta.com/media/heita/web/pdf/invoice_guide.pdf

Thank you
8ta Social Media Team

 

[Hummercellc]

Hi 8ta Guy,

I have just called the 180 call center,
I asked "what happens once my Internet 5 Promo reaches it's 25th month"
The reply i got was that once you reach your 24/25th month you are placed onto a month to month contract,
and the current subscription rate stays the same. So i will pay R199 for 10Gigs as long as the contract is active.

Now my question to you is, was i given the correct information?
Will I continue to pay R199 per month on a month to month basis without my monthly bill being raised to R1200 per month?

And what will happen if i am charged R1200 for 10gigs should this information not be correct?
Also when does the promo end? I have heard that March 2013 seems to be it's end.....

 

[Telkom]

Hi 8ta Guy,

I have just called the 180 call center,
I asked "what happens once my Internet 5 Promo reaches it's 25th month"
The reply i got was that once you reach your 24/25th month you are placed onto a month to month contract,
and the current subscription rate stays the same. So i will pay R199 for 10Gigs as long as the contract is active.

Now my question to you is, was i given the correct information?
Will I continue to pay R199 per month on a month to month basis without my monthly bill being raised to R1200 per month?

And what will happen if i am charged R1200 for 10gigs should this information not be correct?
Also when does the promo end? I have heard that March 2013 seems to be it's end.....

Hi Hummercellc

After 24 months, the contract will go into a month to month contract.

The monthly instalment will stay the same.

We do not have a committed end date for the Internet 5 Promo.

If you experience any billing problems, please PM us or email [email protected].

Thank you
8ta Social Media Team

 

[Hummercellc]

Hi Hummercellc

After 24 months, the contract will go into a month to month contract.

The monthly instalment will stay the same.

We do not have a committed end date for the Internet 5 Promo.

If you experience any billing problems, please PM us or email [email protected].

Thank you
8ta Social Media Team

Thank you! Just what I wanted to hear, would hate to open my bill and get a heart attack.

 

[zeebee]

Thank you for clearing that up.

 

[Groundhog]

Hi,

I have the 8ta Internet Pro 5 10GB contract. When I checked my balance this morning I saw I only had 4.6GB remaining. I called the 8ta help line and was told that on Sunday night at 00:10am, 3GB was used when "I" logged on. This is obviously impossible as I was asleep (and yes, my young kids were too). I asked if the usage could be traced to user/website and the consultant said no. I pushed for a better explanation and he said he would pass it on to "technical". Not sure if I will ever hear from them. Any suggestions please? Many thanks.

 

[Telkom]

Hi,

I have the 8ta Internet Pro 5 10GB contract. When I checked my balance this morning I saw I only had 4.6GB remaining. I called the 8ta help line and was told that on Sunday night at 00:10am, 3GB was used when "I" logged on. This is obviously impossible as I was asleep (and yes, my young kids were too). I asked if the usage could be traced to user/website and the consultant said no. I pushed for a better explanation and he said he would pass it on to "technical". Not sure if I will ever hear from them. Any suggestions please? Many thanks.

Hi

We did PM you.
Please provide the required information.

Thank you
8ta

 

[Groundhog]

And the official response is:

Hi
Unfortunately we do not do deep packet inspections.
Please change your Wi-Fi password.
Thank you
8ta

So I lose 3GB in one night and all I get from 8ta is "change your password", no explanation, no investigation, nothing!!!

 

[Telkom]

And the official response is:

Hi
Unfortunately we do not do deep packet inspections.
Please change your Wi-Fi password.
Thank you
8ta

So I lose 3GB in one night and all I get from 8ta is "change your password", no explanation, no investigation, nothing!!!

Hi Groundhog

There are many possible reasons for your high data usage.
• The PC(s’) can be set to auto update. Microsoft or Antivirus does use data on a regular basis.
• You do not have any Wi-Fi security enabled or the existing password was compromised.
• YouTube and audio streaming does consume a lot of data.
• There is malware on the PC(s’) causing a high volume of data usage.
• There is a bit torrent type application installed on your PC(s’)

Please try the below and see if you still have a problem:
• Change the Wi-Fi password. Make it more than 10 characters and do use a combination of numbers and letters.
• Try switching the PC’s off at night and only leaving one on at a time to see if there is a specific PC causing the issue.
• Run a full Antivirus scan on all your devices

Thank you
8ta

 

[Groundhog]

Please tell me you are kidding with that response, which is the same you sent me in a PM? Surely you can agree that 3GB for one session in the middle of the night is HUGE !! As I explained to you, my browsers are off at night, there were NO updates on the night in question, and seriously, updates are not 3GB anyway!! The fact that you are unwilling to conduct ANY sort of investigation is beyond me, I just cannot understand it???

 

[Smiley_face]

Seriously?

Please tell me you are kidding with that response, which is the same you sent me in a PM? Surely you can agree that 3GB for one session in the middle of the night is HUGE !! As I explained to you, my browsers are off at night, there were NO updates on the night in question, and seriously, updates are not 3GB anyway!! The fact that you are unwilling to conduct ANY sort of investigation is beyond me, I just cannot understand it???

First off, I don't agree with anyone trying to publicly attack their ISP with such misinformed ideas so maybe if you heard it from a fellow user, as opposed to your ISP, then you might hear some sense.

I, for one, would most definitely NOT agree that 3GB is huge for one session in the middle of the night. If only you knew what MY monthly usage was, never mind the average usage in ONE of my sessions. But with that said, I don't for one believe that what has happened to you is an 'average' session.

To clear some things up:

1) It has nothing to do with whether your browser/s are "off" or not. Updates are performed in the background (meaning no browser has to be opened, activated or currently active) and are mostly done without the knowledge of the user. If you wish to avoid such updates in the future you should read the terms and conditions PROPERLY of every application you install. There are usually three options: NEVER update, Ask permission before updating or Always check for updates. Applications almost always have the third option (Always check for updates) pre-selected when installing (we all know it's sneaky, but thus is life) and it seems that one or some of your programs have this selection saved and you have not changed them, thus meaning your updates are now running in the background (and YES, 3GBs would be normal for application updates combined).

2) I do NOT believe that you can honestly state that there were NO updates in the night of question. You would have to have checked EVERY SINGLE application installed on your computer to determine it's current version and last update and I doubt any person would go to such lengths to prove as such. To also add to that, if you had the actual knowhow (no offense, but with the brilliant "knowledge" you have proven in your post, it can be successfully decided that you have no such knowhow) to check every application's settings and update versions then you would know to turn off the automatic updates for each application.

3)The reason why your ISP cannot deduct any investigation that you are suggesting or give you detailed information on what sites have been visited or updated from is, believe it or not, for YOUR benefit and protection. It is purely because of the user's privacy rights. It would be an invasion of privacy to provide you with such details (and against the law) as it would mean your ISP would have access to personal information, such as the sites you visit. We are a democratic society and are lawed as such, thus the reason for the right to privacy. Essentially you are asking a company to break the law and breach your privacy right (FYI, it does not count that YOU are asking for details of YOUR OWN personal information). You should rather be thankful that they refuse to provide such information, as this means they are lawfully protecting your rights. The only time such investigation or details can be given are when a legal investigation is being done (and nothing illegal has been committed here).

My suggestions are as follows:

1) DO NOT attack your ISP when you are so misinformed and unknowledgable on the matters you are bringing forward. Take what they tell you to heart, THEY ARE COMPLETELY RIGHT in this matter.

2) Go into EVERY applications settings and make sure that you change the updates to either NEVER or ALWAYS ASK BEFORE UPDATING. That way you have complete control of what is going on with those pesky updates.

3) Turn your computer off every night! Why you would neglect to turn off your computer after use is beyond ME. You are ruining the computer's life and will cause your computer to become slow and inoperable after some time. It is like a hamster on a wheel, if the hamster never stops running on the wheel it is going to burn out, fall over and die. The same goes for your computer. Respect the technology you own and it will forever be running in top form. If you had turned your computer off in the first place then your problems would never have taken you by surprise like they had.

4) If you find changing every applications settings to be too troublesome, or beyond your knowledge, then get yourself the Night Surfer Bundle Option from 8ta. It's only R100 more each month and you get an extra 10GBs. This add-on package is designed for such situations: NIGHTLY UPDATES.

5) Follow your ISPs instructions:
Change your Wi-Fi Passwords regularly (believe it or not, there are some naughty hackers out there and you
would not be the first to have been hacked, if that were the case).
Get yourself a proper anti-virus (Kaspersky is one of the best and affordable) and make sure that no malware is
causing your headaches.

Good luck with everything and I hope you understand it NOW.

 

[Groundhog]

Hi Smiley-face,

Thank you for your explanation and for clearing things up for me. I would be the first to agree I am not that knowledgeable about these things, so I apologize to 8ta for any attacks I issued. Thanks for your suggestions and advice, I will certainly put them to use,
cheers.

 

[Nitro530]

Hi Hummercellc

After 24 months, the contract will go into a month to month contract.

The monthly instalment will stay the same.

We do not have a committed end date for the Internet 5 Promo.

If you experience any billing problems, please PM us or email [email protected].

Thank you
8ta Social Media Team

wait let me get this straight,once the contract term expires , 8ta will automatically put you on a month to month contract with you paying the same installment ? not that am complaining.just wish someone had told me lol.i wouldnt of had to take out a second contract ! lol.ok so now i have to cancel my first original 8ta contract thats ending in september.how many months notice must i give 8ta ? i dont want two contracts for my 8ta 10 gig data promo.one is sufficient.any help