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Thread: How to cancel Telkom lines or services

  1. #1
    Join Date
    Feb 2014
    Cape Town
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    Post How to cancel Telkom lines or services

    I have recently been involved in assisting clients with cancelling their Telkom services.
    As recent articles ahve highlighted Telkom is swamped with cancellation requests

    As of Jun 2018
    Cancellations are now initiated on line or through 10210
    10210 cancellation tries hard to push the On Line Cancellation

    The older method of completing the form and emailing it to
    [email protected] no longer works
    The email address is discontinued.

    Cancellations require a 30 Day Notice Period
    The technical team are reasonably on the ball and the services will terminate after the 30 days
    In my experience it can take 3 - 4 months before the accounting team catch up.

    Primary Line Number for the Account
    In the following communications with Telkom you will need to reference the Primary Line number for the account
    For single line domestic accounts it will obviously be the one and only Line number.
    For business accounts with multiple Lines / Services, it is the "Service Ref" line number in the top right hand section under the Account number.

    10210 - How to get to Cancellations
    Option - 2 - enter the Primary Line number under cancellation as above
    Get confirmation - 1
    Enter the ID associated with the Account
    4 for Cancellations
    1 for a new cancellation
    2 to follow up on cancellation in progress

    OnLine Cancellation
    If you already have a My Telkom Account and a working Login, proceed to OnLine below
    If not you must register for an online account as follows:-

    Register & Link Account
    This is fraught with pitfalls especially for Business as the service may have been established many years ago by previous employees, and even before Email and the Internet were around. in some cases the business may have no idea who actually registered the account many years ago.
    BEFORE Registering call 10210 Billing and obtain the following information for the Account

    Registered Owner, Email Address, and confirm ID # held.
    Is the Company Reg # or Owners ID linked to the account.

    Create a Telkom profile using the Registered Owners Email Address
    Use his/her ID on the profile.

    Now Link the Account
    The information entered MUST match the information on the Telkom Database for the Account
    In Co Reg # enter the Reg# or Owner ID# as recorded on the account above.

    Hopefully the Profile user and Account details will match and the Account will be linked.
    If successful, proceed to Online Cancellation below

    If this fails, as it may, then proceed to manual cancellation below.

    Register if you have not already
    Logon to your "My Telkom" profile
    Under "Home & Business Accounts" - Click "Manage My Accounts"
    Select the relevant account
    Scroll across to find the "Cancel your Service" tab
    Follow the 4 Step process
    Make a note of the Case Reference
    Follow up on 10210 as above

    Manual Cancellation

    If Online Fails call 10210 as above and insist on a manual cancellation.
    Initially they will try to push you to the Online cancellation
    You will have to convince the operator that all attempts to register online have failed.
    They can then authorise a manual cancellation

    Get a name & an email address for the operator.
    Get a referenece #
    You will need to submit a Cancellation Request on Co Letterhead, a detailed list of items to be cancelled ( Especially if you are not cancelling the entire account)
    Copy of registered account Owners ID
    Copy of latest Telkom account with items to be cancelled highlighted ( Not essential but recommended to ensure they cancel the correct services.)
    Email it in
    Get a referenece #
    Follow Up in a week to ensure it has been processed.
    Repeat every week or so.
    In my experience you may need to persevere for a month or three.
    Eventually you should receive a final settlement account

    Good Luck

  2. #2
    Super Grandmaster AirWolf's Avatar
    Join Date
    Aug 2006
    Port Shepstone, KZN, RSA, EARTH
    1 Post(s)
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    Registered online and cancelled ADSL only (a home line).
    They cancelled the whole line - can't read it seems.
    Had to apply for a new line - took 6 weeks.
    Old number was not restored - even though it was specifically mentioned in the order every followup.
    Going on 3 weeks trying to get old number back.
    New number was some business line with calls from morning until night.
    Hibiscus Coast Photographic Society
    (previously known as: Hibiscus Coast Camera Club)

  3. #3
    Super Grandmaster Geoff.D's Avatar
    Join Date
    Aug 2005
    Pretoria East
    0 Post(s)
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    Very useful information and well prepared post!

    Funny, I assist quite few retired persons and deceased estates with their cancellations. I have no probs at all. Go to local Telkom office process and walk out. 1 month later the line is cancelled and last account is received. Maybe it is because that shop knows how to do it given the large number of retirement villages in the area?

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