Telkom nailed over ADSL installation time

Telkom’s promise that they will install ADSL services within seven days has landed it in hot water with the Advertising Standards Authority of South Africa (ASA).

Telkom promoted their “Awesome” broadband package (entry level ADSL service) in a radio commercial, saying that “Order today and we’ll install it in seven working days. That’s a promise”.

One consumer, Riaan Roux, lodged a complaint with the ASA, saying that the commercial is misleading as the period for installation is not seven days as claimed.

“At the time of lodging the complaint, he had been waiting for more than a month,” the complaint stated.

Telkom responded, arguing that there is a clear disclaimer on the face of the advertisement, with the words: “Subject to infrastructure and customer availability”.

“As such the complaint is without basis,” said Telkom.

However, the ASA highlighted that the complaint is about a radio commercial, while Telkom’s defence relies on a disclaimer that is featured in its print execution.

“The commercial creates a misleading impression of general availability and installation within seven working days, which does not appear to be the case,” the ASA stated.

The ASA upheld the complaint, and ordered Telkom to withdraw the commercial. It may also not be used again in future in its current format.

Telkom Awesome ADSL promotion installation promise
Telkom Awesome ADSL promotion installation promise

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Telkom nailed over ADSL installation time