In short: We want to upgrade our Telkom ADSL line from 2Mbps to 10Mbps. Our area can support a line of 20Mbps. The following attempts have been unsuccessful: calling Telkom customer services, going into a physical Telkom store, communicating with HelloTelkom on Twitter, asking a friend’s ‘connection’ in Telkom, transferring the line from Telkom to AfriHost.
In detail: Early October 2016 we contacted Telkom to request upgrading our Telkom line from 2Mbps to 10Mbps. The called a Telkom sales agent who said that we would receive an SMS with details for arranging a Telko technician to visit us. We contacted Telkom against after a couple days had gone by without receiving the SMS. Telkom said they had no record of our previous request, even when we provided reference numbers which we requested during conversation with the previous Telkom agent. This pattern occurred in excess of ten times.
Late October 2016 we thought that if we could have AfriHost manage our Telkom line then AfriHost would be successful in increasing our line speed to 10Mbps (AfriHost is our internet service provider and we have a capped internet service capable of 20Mpbs). We started the process of transferring the line to AfriHost. We received an email titled “AutoReply : Telkom Service Cancellation” from [email protected] stating “A service consultant will contact you within 21 business days”. However, a sales consultant did not contact us. We contacted AfriHost asking if they could assist. Their reply was that we should contact Telkom because they do not manage our line.
In December 2016 we went into a physical Telkom store. The manager said that he was unable to assist us unless we purchased an internet package and router with Telkom. We have no need of another router and we are happy with our AfriHost capped internet service.
Following this we contacted a friend in IT. He said to contact Telkom’s Twitter account. We contacted HelloTelkom on 7 December 2016. Since then till 26 January 2017 HelloTelkom have repeatedly said that they would “provide feedback” and a sales consultant would contact us but neither have occurred.
On 27 January 2017 we talked to our friend in IT again. He contacted a “connection” in Telkom. The connection confirmed that our area supports 20Mpbs and will “follow up”. We have not heard anything since.
Any advice on what else we can do to upgrade the line?
In detail: Early October 2016 we contacted Telkom to request upgrading our Telkom line from 2Mbps to 10Mbps. The called a Telkom sales agent who said that we would receive an SMS with details for arranging a Telko technician to visit us. We contacted Telkom against after a couple days had gone by without receiving the SMS. Telkom said they had no record of our previous request, even when we provided reference numbers which we requested during conversation with the previous Telkom agent. This pattern occurred in excess of ten times.
Late October 2016 we thought that if we could have AfriHost manage our Telkom line then AfriHost would be successful in increasing our line speed to 10Mbps (AfriHost is our internet service provider and we have a capped internet service capable of 20Mpbs). We started the process of transferring the line to AfriHost. We received an email titled “AutoReply : Telkom Service Cancellation” from [email protected] stating “A service consultant will contact you within 21 business days”. However, a sales consultant did not contact us. We contacted AfriHost asking if they could assist. Their reply was that we should contact Telkom because they do not manage our line.
In December 2016 we went into a physical Telkom store. The manager said that he was unable to assist us unless we purchased an internet package and router with Telkom. We have no need of another router and we are happy with our AfriHost capped internet service.
Following this we contacted a friend in IT. He said to contact Telkom’s Twitter account. We contacted HelloTelkom on 7 December 2016. Since then till 26 January 2017 HelloTelkom have repeatedly said that they would “provide feedback” and a sales consultant would contact us but neither have occurred.
On 27 January 2017 we talked to our friend in IT again. He contacted a “connection” in Telkom. The connection confirmed that our area supports 20Mpbs and will “follow up”. We have not heard anything since.
Any advice on what else we can do to upgrade the line?
