Telkom SA SOC
reviews and complaints

Good day,
I really hope you can help me.
In November 2015, I took out a new Contract for myself at Telkom Mobile. It is for a Sony Experia Z3, For the amount of R429 per month. Telkom Mobile however loaded and activated two of these contracts, instead of the one contract as i requested and signed for. At the end of December my first debit order went of, and then i realised that it was for two contracts for both months of November and December., After numerous calls and emails, the error was corrected, and credit for the mistake of the second contract that i never took out, or accepted, or asked for, or signed for was awarder to my account.
On the 3rd of March 2016, Telkom Mobile deducted R7666-00, witch included my monthly rental and spending, as well as a cancellation fee for the wrongfully added acount/contract. I went to the bank and reversed the debit order, as to avoid my other debit orders not to go off.
I have reported this matter on the Third, My case number : [protected]. And on the 11th of March 2016 I received an SMS notification, stating that both myself and my wifes line will be cut, due to non payment. I then again called the Telkom Mobile customer care line, and was told that my case has been escalated.
Today 15th March 2016, after both our line where cut off, i called the call center again, i was told that my case has been escalated to Mr. Lamberp Makova. Nothing has been done to my case, and they are unable to connect me with Mr. Makova.
I was once again told that someone from the billing department will contact me, and to date now one has contacted me regarding this matter.

Both myself and wife use our Cell phone for Business, and i work late most nights of the week, so my wife will be unable to contact me in an emergency, and visa versa.

I am sick and tired of wasting my time to try and sort out a Telkom Mobile error.
The call centre is a total waste of my time, and absolutely nothing gets done to try and resolve and issue.

Would you be so kind as to look into this case and reply wit and answer or just let me know that you received this email and is working on it.

Good Morning

On 7th of February 2016 I went to Telkom Middelburg Mall to apply for my business landline relocation the consultant there gave me a form and ask for proof of residence, ID document and Ck document.
I submitted all that required documents on 12th of February 2016 the technician from Telkom came to install a new landline [protected] @ office no 09 Nedbank centre in Middelburg.
On the 16th of February 2016 time 16:20 duration 7:32, Time 16:21 duration 1:05, Time 16:35 duration 10:30 I was doing a follow up on why is my old landline [protected] is still active because this is a relocation
to a different area that is why my number changed to [protected] Telkom consultants they said to I must wait for 30 days it will be automatically cancelled. On the 19 of February 2016 time 10:00 duration 13:00, 22 of February 2016 time 12:21 duration 8:00, 25 February 2016 time 10:52 duration 3:01, I was still making a follow up on why is my old number still active they told me the same they said to me I must wait for 30 days.
Today the 15 of march 2016 time 09:13 duration 9:42 when I did a follow up again I was told I was supposed to write a letter for cancellation after all those calls, I made no one told me about a letter. This not fair because I was supposed to be informed when I do an application after that, I made a follow up calls still nobody told me about a letter so todate, I get a different information about a letter can I please get those voice recording, I want to take it up with my lawyers and consumer rights. You can also listen them as well, I did make necessary follow up but, I was miss let by Telkom consultants.

Your help will be highly appreciated

Winile Mtsweni
[protected]
[protected]
[protected]

My account number is : [protected]. The last invoice received from Telkom is in December 2015. Keep getting a demand on my Telkom that account overdue but unable to arrange a payment as have not received a Invoice in Jan, Feb or March. How must i know how much to pay them and if the account is correct. They normally give you 30 days to pay the account but if they don't send account how can i pay?

Hi, I want to express my absolute disgusting extremely poor service i have ever seen from telkom, 1 call centre 10213/10210 no one will ever pickup period, 2. online application no oone will ever respond. The why advertise on TV, Radio, Website if not willing to service your clients, I have contract with you that is due for renewal I am not interested anymore Telkom is not the only Service provider, I had another contract renewed with Cell C within 3 days I had received my Device. Telkom supposed to be the best in service but absolute rubbish!

I initially placed an order for a new contract with Telkom mobile online on 28 January 2016. I was told that someone will contact me shortly. After 2 weeks someone did try making contact with me but I was in an audit and could not take the call. I tried calling the sales department back on 10213 close to ten times and I would have to be on the phone for half an hour at a time without the call being attended to.

I have had online chats with assistants 3 times and requested call backs about 20 times and I have still not received my phone. On 17 February 2016, I was informed that the order had to re reprocessed.

After deducting the amount of R399 from my account on 23 February 2016 to verify my banking details the amount was supposed to be refunded and it wasn't refunded to date. i still do not have my phone even though I was promised that I will receive the phone last week Friday, 26 February 2016. I have not received any feedback from Telkom mobile to date

On 08/02/2016 I logged a call to move my line. They made an appointment with me on the 18/02/2016 then nobody showed up or gave me a call to apologise. Since then each they there is another story. On the 21/02/2016 I went in store to cancel this request, for I got no assistance. On the 22/02/2016 I phoned again to make sure the order was cancel and a technician was sent to check my line at the current residence. I was inform that my username and my password was blocked. I have been phoning in ever since and each day to resolve this problem costing me almost R400 of airtime wasting my time and each day it is something new that is wrong. The morning of the 24/02/2016 I phoned and was transferred from one person to another explaining my self over and over again with no assistance.
Then suddenly the inform me that my line was cancelled. Don't even know how it is possible because I have a 24 month contract. And the lady informed me that usually when a line gets cancelled it takes months. I didn't even request this and my line was cancelled within a day. So how does someone explain this. This is unacceptable service for the fee I am paying each month.

On 16/02/16 I attended the Woodlands store to hand in my handset for repairs. The phone I am using in the interim only takes a micro sim and I had a nano sim. I asked the assistant's advice as to whether I must use a sim adapter or port the number due to the fact that the number must be in use with immediate effect as I use it for business purposes.

He suggested a number port. Needless to say today is day four and my number is still not working. Surely it can't be that hard to port a number?

I await your urgent feedback.

My bank made an error to inform me that the telkom debit order was deducted, turns out it wasn't.
Telkom sent me a sms re the o/s payment and my line was cut 5mins later (my internet and unlimited voice).
I made the full outstanding payment that same day. Called x6 the call centre agents who said it will be resolved within 48 hours.
Advised me that they can't do anything about it.48 hours past and after x10 calls to Telkom they EVENTIALLY put me through to supirvisor, that would be the 4th time I asked for the matter to be escalated!
I got the supirvisor's email to reply with my bank statements to proof that I did pay the amount.
Still no reactivation.
#itstheonlytoolsyouneedtomakemoney
This is a causing my business some difficulty.Seems Telkom just don't care.
Please assist on what I can do to resolve this, all I want is the reactivation on my accounts.

On the 26/01/2016 I logged a call to telkom to request my landline to be moved to my new residence in pietermaritzburg. Stating the order number 134743938a and that installation will take place on the 29/01/2016. On the 29/01/2016 a technician came out to the new residence and after doing some kind of check informed us that he cannot continue as there is an issue with underground cabling and that he will log it for underground people to attend to it. On the 31/01/2016 two underground cabling guys from telkom came out to verifty what the technician stated, the se two guys told us they not allowed to dig on private property and that a pole will have to be errected or they will have to come up with other means to get phone line up and running and that it will take a maximum of two
(2) weeks but someone will be in contact with us to keep us updated. From the 31/01/2016 to date which is 17/02/2016 I have not heard any feedback or any updates no one has come ou to fix issue and I am still without telkom line and my adsl line. I called 10210 on numerous occasions and was put through from sales to techical support to assurance department and got no help as they stated they cannot give me progress as it is with cabling people. I then on the 17/02/2016 went into telkom store hoping to get assistance and a lady who was of no help told me if she gets any feedback she contact me. Telkom is off no help the people employed to do their jobs have a dont care attitude no one helps you. This is worse service I have ever received. Im renting line and adsl line through them but they are as hopeless as ever. I was even given area maanagers number mike [protected]. He was also of no help said there is nothing he can do from his side we must wait it out. It is shocking that telkom employees dont care to help their customers.

On Monday 25 January 2016 at 16H28 a fault was reported to Telkom, fault reference number 686CWK250116 as our landline was cut off. Despite numerous calls to Telkom we were told it was in the queue waiting for a technician in our area, being the Sea Point area, to attend to it and they were still running tests. After about eight days, i.e. 01 Feb 2016, we telephoned Telkom to enquire why it was taking so long and a member of your staff said she would escalate the matter, reference number 817421.
On Monday 01 Feb 2016 we received an SMS to say our fault is scheduled for 06 Feb 2016 between 07.30 and 16.00. On 06 Feb, approximately two weeks later, a Technician attending to the repair called on our cellphone and advised that the telephone line had been put into "contract suspension" and that we were to call on the Rhine Road Telkom offices to discuss same. We immediately went to Rhine Road and the lady in charge could not give us a reason on why the phone had been suspended because the account was up to date and there were no payments outstanding. She immediately reconnected the line and to date we have been unable to get an answer on why our phone was suspended for two weeks.
We did not have the use of our landline and therefore were put to unnecessary costs having to use our cellphones. In addition to the extra expense due to use using our cellphones we have been promised that we will not be charged for the full month's rental.
This is unacceptable and would like to know the reason why the landline was suspended.

For 3 weeks I have reported a faulty fax ADSL line. I have dealt with numerous Telkom call centre agents (I have phoned daily) and for the first time today, I dealt with a call centre agent who lodged a complaint for me (before I had even asked to do so), because he could see how many times I had phoned to report the issue and that the technicians were not communicating with us. It is a business line - without internet we are limited in work, due to this we have fallen far behind and accumulated a serious catch up workload. Thank you to the call centre agent today that was able to tell me what was going on, but as for the rest who told me day after day that a technician will see to us on the day or the following morning my boss and myself are not impressed and are giving serious thought to cancelling the contract we have with them.

ref: 695CRZ210116
The telkom line has not been working, it was reported several times until it was suggest by Telkom technician that we buy the new house unit. the unit has been replaced and the line is still not working. I have made 4 calls to follow up on the progress on the 8th of February i phoned and i was advised that the technician will be send and the notes include that a matter is urgent. Today the 10th February i made a 5th call and i have been advised that a new appointment has been made for a technician to attend, appointment was only made on the 9th February 2016 - NB i called on the 8th and the appointment was only made the following day, how is that so? the waiting period for a technician to come through is between 3-6 days. its almost a month without a telkom line and we are paying a rental for it.

I am an existing Telkom customer. On 19/1/16 I placed an order for a new 4MEG ADSL and Analogue Line to be installed at a home in Port Elizabeth. I received Order Number 134704458A and was told I will be contacted within 7 to 21 days. I phoned again on 26/1/16 at 09h50am, spoke to Faith. She said I would be contacted by the end of the week to arrange an installation date. I never heard anything from them. I phoned this morning, 9/2/16 at about 10h10am, spoke to Lindiwe who said that the order had been cancelled. She could not tell me who cancelled the order or when it was cancelled. She has now lodged a new order number 136008765A. I am absolutely fuming, I have two University students in the flat who urgently need the internet.

I reported a fault - ADSL/Internet not working on [protected](Lephalale) - to the 10210 number on the 28th of January 2016. The SLA on this problem is 3 working days. It has now already been 5 working days with no indication that the problem is receiving any attention or will be resolved soon. Supervisors don't take calls, no one return calls. The Call Centre is making "notes" and "escalating" all the time, but to no avail! We are stuck in a system that has NO intention of delivering a service.
Can it be fair to pay for a service we are not receiving?

I applied for a Telkom landline (for ADSL) over a month ago. Two weeks ago I was notified (via SMS) that the installation was scheduled for Tuesday 26 January. I organised for somebody to be at my home. Nobody pitched. I then received a notification that the installation would take place on Friday 30 January. Same drill. Yesterday I received a call telling me that Telkom doesn't have any infrastructure in my suburb (Olympus)! COULD THIS NOT HAVE BEEN DETERMINED AT APPLICATION STAGE?
Anton Schutte.

I upgraded my WiFi to the uncapped LTE and the modem was delivered on the first week of December.I was told when I accepted the contract and when the modem was delivered that a technician will call me and my Antenna will be installed within 7 working days . After the seven days I called 10210 where I had to wait 45 minutes for them to answer and say its not their department and transfer me again.After finally getting trough to the right department it was logged and I was to receive a call withing five days.I kept calling every five days and logging it again until giving up(last case #[protected] on Jan 14).
What really ticked me of was their accounts department.I was billed for the month of December for my old WiFi and adsl line (The gentleman that I spoke to when i signed up said he will cancel it by the end of November).The accounts department said they couldn't help as it can only be done trough emailing [protected]@telkom.co.za .I filled in the cancellation form and emailed it to the email provided on the form, they called back immediately to ask about the cancellation (Very quick when it comes to cancellation)I was billed again for Jan and Today for Feb.This is R1200 for something I'm not using which they failed to cancel.when it came to activating my new WiFi and deducting from my account it was done instantaneously . Now I'm charged with this hefty amount and What i was promised is still not delivered

Todays date: 29 Jan 2016: My business partner and I wanted to get a land line + ADSL line, and a mobile phone through Telkom, we started this process end Nov 2015.
We have been to telkom at least 10 times, and we are still battling to get what we required.
On the 28 Dec 2015, Elias at Menlyn branch told us to go and buy the hand set, which we did, he proceded to do the application and told us a technician would come out, 7 days later we got an account, no phone or ADSL line in yet... We queried when the iphone will be ready, they don't know, but they lost our previous order, so we replaced a new order.

The technician installed the ADSL line, but no land line was installed and they said that they only do ADSL lines, but they make a call and someone at telkom said we didn't request a land line, the technician also queried our account and they said we have had an account since Nov 2015.

My business partner has been trying to speak the the manager, she doesn't have answers for us, and makes no attempt to sort out our problems.
Still no mobile phone.
We are still left with the account and only a ADSL line...
Where is this country going to, the lack of service and quality is non existent. And nobody can do anything about it, its actually pointless even to write a complaint.

I had a existing email address with telkomsa.net since 2004. On 23 October 2015 my email address was not working. I contacted the 10210 number and was told that the email address does not belong to me but to a different user. I ask them to reallocate my address back to me. I was informed that only sales can do that. But what they will do for me is that Telkom will supply me with at stand alone address at standard fees. I said that I want a fault reference number to take this further. I was informed that I can use the operators name as reference. On 26 October 2015 I went the route of Hellopeter and received a reference number via social media SM161026. Every time I fill in a complain on Hellopeter I get the same response : " Your fault has been escalated to sales and will be contacted soon. Up to now Telkom has not contacted me.

In september / october 2015 I went to the telkom branch at walmer park, port elizabeth, I was assisted by a consultant named, sosso. I applied for a contract – r379 business with a samsung a5 and 5g data only. It took several days for it to be approved and to get the phone a wanted so I ended up waiting a couple of weeks, my vodacom contract was coming to an end, so I was in no rush. I was contacted by sosso, to come and collect my new phone, on arrival and going thru the process I noticed that the she was giving me a completely different contract – my call 100 or something and not the r379 business I asked for. I stopped her and said this is not the contract I wanted, she then insisted that I take the phone and that she will correct it. I told her that im not going to take the phone until she has cancelled the wrong contract and given me the correct one, she phoned a couple of days later to say it has been sorted and that I can come collect, which I did. I further specifically asked the sales consultant whether any fees where applicable and she said no, the booklet also referred to free connection charges. A week later I got my 1st account from telkom and I was absolutely flabbergasted to say the least. I was charged for 3 connection fees (2 cellphone contracts and a data contract) and I was further billed for the “my call 100” contract which was supposed to be incorrect and cancelled. No one could help me and queries were logged – 3 months down the line I have still not been refunded the r900 in fees which I was promised would be credited to my account. I have made numerous phonecalls, gone to the branch, and all I get is empty promises. The last straw – cherry on the cake, was when I received an invoice on the 1st of december of almost r5000, a cancellation fee of over r4500 for the cancellation of the incorrect contract! I have been in contact with leonara at the walmer branch and she has apparently sent emails, log calls but to this date I have received nothing in writing! I keep being promised that my account will be credited but to no avail. I honestly can not afford a debit order deduction of almost r5000 and am at the point of seeking legal advice. Please tell me that you can help me or refer me to someone that could. Talitha seddon cell: [protected]

In December 2015 a lightning strike caused my Telkom land line to stop working. My ADSL internet line is still working. I reported a fault on 21 December 2015 ref. 1295CRK211215 and although Telkom smsed me to say the fault had been repaired it was never repaired. I again reported a fault on 8 January 2016 ref. 1276DRK080116 and when telephoning 10210 to ascertain why the landline is still not working I am unable to have the phone answered by Telkom - 2 phone calls of 25 minutes or more from my cellphone on 11 January 2015. My neighbour, whose landline and ADSL internet line were affected by the same lightning strike had their line repaired within 3 days after 21 December.