MyBroadband recently received a complaint from a Telkom customer who encountered problems when upgrading his ADSL line.<\/p>\n
The customer first took out a 4Mbps ADSL and voice package with Telkom in November 2017.<\/p>\n
In February 2018, he decided to upgrade his line speed so that he could get a Netflix subscription.<\/p>\n
Upon contacting Telkom to facilitate this, the customer was told that his line speed would be upgraded shortly. He also asked Telkom for a LIT Box to enable him to watch Netflix.<\/p>\n
A few days later, the user received a router instead of the requested Telkom LIT Box. Upon informing Telkom, the company told him to keep the router and sent through the LIT Box.<\/p>\n
His next bill showed that he was charged for the router, but Telkom was quick to reverse this charge after discovering the error – and informed the customer that he could keep the router regardless of the charge reversal.<\/p>\n
Satisfied with a new router, a 10Mbps ADSL line, and a LIT Box, it seemed as if all the customer’s requests were actioned.<\/p>\n
In February 2020, however, when the customer inspected his Telkom account he discovered his 24-month ADSL contract had not ended.<\/p>\n
His ADSL line was on a 24-month contract, and originally activated during November 2017. This means he should have been moved to a month-to-month package during November 2019.<\/p>\n
Instead, he found that when Telkom had upgraded his line from 4Mbps to 10Mbps in February 2018, the company had cancelled his existing contract and given him a new one – effectively extending the length of his contract period.<\/p>\n
When asked if he could cancel the contract and be billed on a month-to-month basis, Telkom told him that he would be charged a penalty fee.<\/p>\n
After contacting a number of call centre staff to explain the situation, he was not able to resolve the issue. He then contacted MyBroadband.<\/p>\n
During the course of MyBroadband’s investigation, the customer was contacted by Telkom and told that his complaint would be resolved as soon as possible.<\/p>\n
MyBroadband asked Telkom for feedback on the complaint, but the company did not respond by the time of publication.<\/p>\n
This latest case follows Telkom customers reporting a number<\/a><\/strong> of issues with the company’s billing systems in recent years.<\/p>\n This is especially true for customers who cancelled their packages but continued to be billed by Telkom.<\/p>\n These users were unable to get Telkom to stop billing them, and if they refused to continue paying for cancelled services, they would be blacklisted with the credit bureaus.<\/p>\n In 2019, Telkom said it had refined its blacklisting process to give customers the benefit of the doubt.<\/p>\n \u201cWe added extra checks in the process to remove customers that potentially requested a cancellation from the list,\u201d Telkom said.<\/p>\n \u201cIf we are not sure, customers receive the benefit of the doubt and are excluded.\u201d<\/p>\n MyBroadband received a complaint from a Telkom customer who encountered problems when upgrading his ADSL line.<\/p>\n","protected":false},"author":341028,"featured_media":307592,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_sma_x_autopost_status":"idle","_sma_x_autopost_error":"","_sma_x_post_id":"","_sma_facebook_post_id":"","_sma_instagram_post_id":"","_sma_x_attempts":0,"footnotes":""},"categories":[5],"tags":[71,35,63555,109],"class_list":["post-342063","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-adsl","tag-adsl-2","tag-headline","tag-line-upgrade","tag-telkom"],"_links":{"self":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/342063"}],"collection":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/users\/341028"}],"replies":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/comments?post=342063"}],"version-history":[{"count":1,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/342063\/revisions"}],"predecessor-version":[{"id":342625,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/342063\/revisions\/342625"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/media\/307592"}],"wp:attachment":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/media?parent=342063"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/categories?post=342063"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/tags?post=342063"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}Now read: Telkom data depletion \u2013 What you should know<\/a><\/h3>\n","protected":false},"excerpt":{"rendered":"