My ADSL line order

I ordered my ADSL line in early December. I had an existing prepaid line - they said I must convert it to a regular monthly account line to have ADSL. I said I want a new ADSL line, but they said I will still need to pay for a regular monthly analog line rental - I can't order the ADSL service on it's own. I opted to convert my existing line. They asked if I need the voice mail service (call answer), I said definately not. I was told the average installation time was 30 working days (6 weeks!). Some time later (Dec 21st) I got a call from the technical department asking if they can come that day to do the installation, I told them I was out of town, but they can come the next day - they agreed. Nobody arrived. I phoned on Friday 23rd to find out what was happening. They told me that the installation date was set for Tuesday 27th. Tuesday 27th no-one arrived. I phoned the next day and was told the installation date was the 30th. I phoned on the 30th to confirm that it hadn't changed. I was told that they would be there that day. I asked them if they can promise that as I had been taking leave especially to be home when Telkom arrive to do the installation - I was told "yes". Whey I asked what I could do if they didn't arrive, I was told to phone the manager and was given the number of a manager named "Juan Charles" : 021-4144865. No-one arrived by 4pm. I phoned the manager's number and got an engaged tone. I phoned the 08600456786 number and was put on hold with the automatic system telling me that I should hold on for the "first available operator". This went on for more than 20 minutes. After 4:30 (the closing time on Fridays) I hung up. The manager's line was engaged the whole weekend and had obviously been off-hook since before 4pm on Friday. I phoned this morning the 3rd Jan and was asked if they arrived on the 30th - I said no. They said they would "escalate" it to the relevant department. I am not holding my breath. I got my account recently and on it were two "installation" charges for R106. I can only assume this is what I had to pay for my line conversion from prepaid to monthly billing. But why TWO identical seperate charges? The number advertised for enquiries on the bill was 10210. When I dialled this number, I got a long beep tone - indicating that this number doesn't exist or is out of service. I phoned the fault report number 10212 to report this. I was told to please hold on - I was still holding on 20 minutes later. I phoned the same number back and told the person I didn't want to be put on hold again. They tested the number (10210) and told me that it was engaged their side too and that I must just try a little later as it was busy. I explained that the tone indicated that it was not in service - not engaged (now why should I have to tell a Telkom employee that). They said "Oh". I asked them to please report it to the relevant department. They said "OK" - I am not holding my breath (again). On my bill I also have an item for Voicemail - after asking them to please NOT activate it on my line. I also have 12 calls to special service numbers on my bill - totalling half of my calls that month - I guess this must be the 0800 number I have been phoning to check on my installation. Incredible. The most frustrating company in South Africa to deal with - no doubt about it.

P.s. this has been typed "as is" - not spruced up or anything... I just don't have the energy I'm afraid.

Welcome to world of Telskum, Ed - I have had the same experience with my installation - and every line disturbance or other technical problem since. The service is hopeless. And the attitude is far worse. Be patient - you may have it by March.

Welcome to my world, Ed. Ordered on 30th November and still waiting for an installation date. Me or someone on my behalf is visiting Telkom everyday and everyday its a different problem that is being passed on for escalation to a different department or manager

Waited 3 months for my installation - then upgraded from 192 to 384 in December (waited 10 days for that) and then they charged me a migration fee of R233.00 (Excl VAT). Phoned 10210 last week - was cut off. Phoned again today and the guy said 'that's right, I upgraded and they charge for that' - I asked to speak to the supervisor and was put on hold - he then came back (he probably consulted his price list) and said they would pass a credit on my next account.

I am on eof thoughs are are just hanging around waiting for these idoits to install
my adsl line. I was told it takes 21 working days. Its now more than 30. I have a
friend on the inside at the call centre and even he cant helpl me. It seems like
no one knows what the hell the next person is doing at that place

it took telkom 6 weeks to move my ADSL line down the road. (500m). there was even an existing line in the new place...

Latest update

They missed their appointment yesterday (no surprises) - that's the third appointment they missed. And this after I told them that I was taking leave especially to be at home when they come. I told them that I was now out of leave and will be going out of town and country soon. They obviously couldn't care less. I phoned this morning and was told that it is scheduled for the 6th Jan - that's the fourth time they have moved the date. I asked what the reason was for that and was told there was no reason given... but they will escalate my query (escalate probably means put it at the bottom of the ever growing pile to be forgotten). To make matters worse, I had to see a host of telkom ad posters at the nu-metro cinema when taking my kids to see a movie - enough to put me off ever returning. I think I will let nu-metro know what I think of their advertising for Telkom. Telkom - you are a pathetic company and I have no idea (actually I do) why our government tolerates you. You are the banana in banana republic.

I was very lucky i waited 6 working days, maybe they felt bad cause i told them they stuffed up my ISDN install a while back, they never flicked a switch at the exchange and i was a week without a line before i could get hold of someone who did it in 5 minutes.

They missed it again

They missed their next appointment too - today the 6th Jan. I was assured that they would come today - there is a technicial assigned to me, I have been told. I am not surprised. They just can't cope. I was told the reason for their missing the last appointment was because they were short of technicians. So why do they retrench then? And how are they going to keep up with Papi's dream world installation numbers without re-hiring. I thought this was unethical and illegal business practice. Anyhow... who actually cares. I don't - I am using MTN still and will continue to do so. It took one day to get going with them. I just walked in, signed papers and was up shortly.

Another happy Telkom customer, sorry to hear about your story... I just hope you don't have to wait 4 months like I did.

I was upset until...

I thought about four months without paying Telkom for the service... and got all warm and fuzzy... so I am seriously considering cancelling. Why bother... I think some sort of wireless service would be better anyhow.

Latest update

Well... today Telkom's national non voice provisioning help desk (0800456786) is incapacitated. No-one answering my calls up to 9:30 am. I tried the new orders line too (10219) and get disconnected every time after selecting progress related homedsl queries.

On the weekend i stopped to chat to a telkom tech fixing a payphone. He offered to speak to the data guys for me and kindly took my details. Wouldn't it be funny if he can get more action than the helpdesk...

Keep you posted.

dude, seriously request, nay, demand a self install!

I requested a self install

And was told that there would be a cancellation fee and I would have to wait another month as I would be at the back of the queue again... All I want is the exchange side to be connected, but nooo....

EdRobinson: i suggest you demand speaking to someone 'higher up' about this nonsense. the people at the top really get things done..

I'd love to...

PostmanPot said:

EdRobinson: i suggest you demand speaking to someone 'higher up' about this nonsense. the people at the top really get things done..

Click to expand...

Firstly, the call center people have given me the supervisor's name and non working phone number... I have also got the email but I have had absolutely no interest shown from the call center supervisor... So I can't go higher at this stage, unless someone has other contact details?
Thanks!

Packing for the trip...

BTW Postman... where are you off to if I may ask?

Sorry to hear you're having problems as well.

I ordered mine on 2nd Nov, after numerous calls and being told "we'll call you back..." (yeah right, like anyone ever believes that one), nothing has happened... untill Friday, my ISDN line got cut off, today I phone them and they tell me that my line has been converted to ADSL, and yet, they cannot give me a date for when they're actually coming to install on my premises (and been given the "we'll find out and call you back again" nonsense). Now I'm absolutely furious since I do use the internet a lot, and now they simply "cut" me off without any intention of installing soon... perhaps I should demand a self install... *sigh*

not quite sure yet. still packing..