Telkom SA SOC
reviews and complaints

My adsl line was very slow from the start of December 2016. I reported the adsl line first on the 27/12/2016 and did not receive any ref. number.

The download speed was at 0.2Mb/s and the upload speed at 0.1Mb/s.

After I have reported it five times and received no ref.no. I went down to the Telkom shop on the 30/12/2016 and reported it there, where after I received my first ref.no. 92CTK301216. Where after the adsl line went dead up and until now.

The land & adsl line went dead on 21/12/16. A complaint was lodged on the said date - ref no 562cnk211216.
I have called the call centre more than 10 times requesting the status of the complaint and everytime the agents say the calls have been escalated and it will be done remotely, before a technician will be assigned to come over to my home.
No technician has come over to my home to have it repaired. No landline and adsl since 21/12/2016.
I am sick & tired of the service provided by telkom sa.

During a large storm in december, the area was struck by lightning. The lines were affected as well as the equipment (Modem).
Our reference number is 218ctk161216, saturday 17 december, 2016.
We received confirmation that the technician will be along shortly.
On the 19th december, the technician advised that he had restored the adsl line as there was a fault on it, and it is already a very unstable line. He then tested the modem and it was found to be "dead". He tried all the avenues, but there is no stock!
He leant me an old and faulty zyxel modem, which is much slower than our huawei modem.
This modem goes off regularly and needs to be reset all the time!

When will we be able to change the modem?

It is most unsatisfactory to have to wait weeks for replacements - if the technician, william had not leant us a "spare", my business would be in serious trouble! How can you justify not having stock? Most unacceptable.

would like to express my utmost disappointment and dissatisfaction with the staff and service at the Telkom shop in the [protected]@Reds. I've been trying to apply for a contract phone with Telkom since the beginning of December 2016.

Telkom currently has an offer where customers can obtain the P9 Lite with a 1GB data package for R199 pm. I realize the phone is scarce and that most shops do not have stock, but when I filled in the forms and did an inquiry about the phone the gentleman who assist me (Lourens) told me that the phone would be in stock by the 15th of December and that he would call when the phone is here. I'm still waiting for that call.

I went into the shop on the 27th of December where a lady with the name Fiorah assisted me, she informed me that there was P9 lite's in stock but they didn't keep one out for me, and that I have to wait till the received new stock, which I did.

I then received a call on the 30th December from this lady staying that the shop has stock available and that I can come and pick it up. As I was on holiday I told her that I will arrange for someone to come and pick up the phone. She said that it would be fine and I gave her the details of the person who would come to pick up the phone.

I later received a call from the person with whom I had made the arrangements with to pick up the phone, stating that the Telkom personnel didn't want to give her the phone as she in not entitled to received it.

After I came from holiday I went to the shop on the 2nd of January 2017 only to find out that the phone was given to another customer.

I am really upset with both the personnel and service that I received from this store and I don't think it is fare towards me as a customer by lying to me and making false promises. It's been almost a month now and still am I kept in the dark. If Telkom can't or don't want to assist me in this regards please state it so that I can look for another willing service provider.

--
Carl Smit
[protected]

this is getting ridiculous.now the tablet i never ordered or got has changed into a nokia lumia i again did not order or got.i hate nokia with a pasion so why the $#@%&( would i order one.if this is not sorted in 3 working days i will get 3rd party involved..i have never defaulted telkom and if this is how you treat paying customers...? but im being charged for it.as it stands no contract wil be renewed

Kindly advise, am on Telkom free me R199 contract. Store is refusing to give me my usb as per advert on the web, is it not my right as a consumer to receive what is advertised? They claim that Telkom marketing department has not yet updated the system, how is this my fault? Telkom online agent is unable to assist aswell for I didn't buy the phone online. My email address is, [protected]@gmail.com

I have been struggling to obtain detailed account statements in respect of my two Telkom accounts handed over to MBDCS . I keep on getting sms's from MBDCS and when I request detailed statements for both my accounts to date, I was advised that Telkom is in possession of that, I then phoned Telkom's 10210, and was advised to get info from MBDCS . After contacting MBDCS again, I spoke to Kelebogile within their legal / Collections and she advised me that she will write to Telkom so that all detailed account statements plus any interest may be sent to them and they will forward that to me. It's more than a week now and I am still waiting for that . To make matters worse, I keep on getting threatening sms's from MBDCS about overdue Telkom accounts . This is very frustrating indeed, Can someone get me both detailed Telkom account statement including interest please. My ID Number is [protected], name, Mr LR Aphane email address is [protected]@telkomsa.net. I need this for urgent submission to the Liquidator of my estate please . The detailed amount statement must please reflect a monthly balance with interest and in particular, February 2016 must reflect on that. I thank you

Good day

I had a contract from you guys in 2012. That was offered to me over the phone for r99-00 a month. Was a crapy phone I couldn't do much with it. I received my first account for a payment of r800 and something odd. I complained because I didn't use the phone for it to come down to that amount. After various calls and time waisted I had to go in to the shop. Spoke to a sales person and they said they can't cancel my contract so they said they will use the amount that was overpaid that happend for a few months that telkom owed me. I had enough. Went in to telkom shop again in 2013 and the lady that time said she looked at all my complaints and that my account will be cleared. I now went to telkom to get a contract and they said they can only help me if I pay the amount that I don't even own. I paid the r930-99 and they said they can't help me. I'm a single mom and don't have money to just throw around. I have only my phone to help me with internet and things but the phone I have now is giving me a lot of problems and I need a reliable phone. I wanted a contract from telkom because it was a good deal. I want this to be sorted out and money to be refunded. Go back to my account and look at all the complaints and its just open cases no one bothered to clear it and it reflected on my credit record! Please do get back to me.

Thank you
Claudia

I have called into smile radio for the secret sound competition and every time I called the line word ring for a period of time and then just go dead and then I would call again. never did I get someone say please hold you are through to smile radio. all the calls that I dialled I have been charged for even though they did not answer. the bill has come to over r2000 and telkom has said that I need to pay this even though they did not answer.
there reason is that it is a 0861 number. no where on the billing does it state that you will be charged for the 0861 number even though they do not answer. I have called Smile Radio and they to were not aware of the billing cost and are sitting with a large amount of very unhappy people all expected to pay for a service that did not happen.
I would like to know what is going to happen regarding this. I will not pay for a service that I did not received. this account is for nov 2016 and dec 2016. I expect the charge for this to be dropped.
Leslie

DSL Fastest Bundle - Tel No. [protected]
We have reported a fault to the call center on 8 December 2016 with follow-up calls virtually every day
Ref. No 367CTK081216, since then has grown to 6 digit No. 929248
We were eventually promised that the faulty line will be fixed by 21 December 2016
We again followed-up by telephone to-day - 09:24, Thursday, 27 December 2016
The lady confirmed all the above and the she would follow-up - this response however, was as all the other follow-up calls
THIS IS NOW TOTALLY UNACCEPTABLE AND REDICULIOUS - FROM 8th DECEMBER WE HAVE HAD NO SERVICE BUT WILL BE FULLY CHARGED
Could you kindly give URGENT attention to this problem - as I running my business from here
Your quick and urgent attention will be greatly valued to rectify this problem

My Mother, Mrs H Venter has lodged several complaints to Telkom (which will be logged on your computer system), regarding her faulty landline, [protected], over the last couple of months. To date this landline is still not working since the first time a call was logged a couple of months ago & No, the fault has not been fixed! I eventually contacted Telkom +- a month ago and spoke to Brendon whom took the complaint down that no one has been to my Mom's house to fix the landline. Brendon apologised profusely. 1stly, once the call initially was logged, (you get a ref no) & told a technician will be sent to assist you with the problem. N0, not true. You have to keep on phoning, throw a fit, being aggravated and be furious and work your blood pressure up to a boiling point because of this terrible, incompetent and No Service being given by Telkom. I informed Brendon of this & He ensured me that a technician will be going out to fix the problem with the line. . The worst is that my Father is very ill and my Mom is very much reliant on Telkom services to ensure that immediate assistance is at hand but due to Telkom's unreliable service, incompetency and inefficiency in maintenance and fixing of basic landline problems, my fathers life is put at risk due to this poor service and incompetent staff/technicians. A technician, Patrick, arrived at my Mother's house and after checking only around for a couple of minutes, informed my Mom that the problem is underground & he doesn't work underground? My parent's are old but that is not a reason to threat them like idiots. Are your technician trained properly & are they competent? I wonder as the telephone line still not working after all this time. It is really embarrassing, shocking & sad that a massive company like Telkom, a company riding the stock exchange, priding themselves on customer care, really do not deal with complaints & problem solving more timeously & efficiently. Is it because the bottom line is profit & money above anything else? It will be interesting to see it anyone from Telkom's board even reads this, never mind responding. Will my parents have to go into the New Year (2017) with a Telkom Landline not working? It is the 28th of December 2016 today. Thank you for giving me the opportunity to write to the board, for what it is worth. Regards. Lauretha Bezuidenhout.

My Mum is elderly and very ill. She relies on her landline. Quite often when I try to phone her, her phone is not working. She has been a Telkom Customer for many years. I fear all the time that she will not be able to phone for help if she is in need. The line is ofetn faulty or it gets stolen. I'm wondering why Telkom can't get their act together. What's more, is why do they keep replacing the stolen cables with more copper? Why can't they wake up and replace it with underground optic fibre cables like what most developed nations in the world are doing?

I feel she along with many other people are paying for service they are not getting. When I complained several months ago to Telkom about her phone being out of order once again, no one bothered to contact me back. The customer service is extremely poor.

I believe they need to fire most of their staff and employee people who can do the job and not affirmative action staff.

Their mobile phone plans and data bundles are also extremely high compared to that of Australia. Salaries are much lower in South Africa than in Australia.

Something needs to be done as people are complaining about them all the time and not getting anywhere.

I recently switched banks and with it came complications in October month. I phoned customers care to make arrangements to debit in November month. So I was outstanding with October and November and I called them during November month to deduct the outstanding amount and still they didn't. I waa very confused why they didn't deduct the R1077.88 and about a week back they start sending msgs they going to switch off the network after telling them they can deduct the amount. I recently received another message stating I owe them now 1300 more or less. I dont know where they got the extra R300 to R400. Since I called them to make the deduction I will not pay extra money for late payments. I woul really like to end this contract. This is a nonsense service. Really get your act together and please appoint people who knows what to do.

Good day, Basically, I took a contact on the 29 October 2016. It took 3 weeks for the number to be ported. Then the mobile data was not working. After numerous calls to customer care and management and visits to the telkom branch in Pavilion, still nothing has been done and today is the 24 December 2016. This kind of service is pathetic and totally unacceptable.

Number in question is [protected]

Regards
Lesly Govender
[protected]

I was debited for R2000 no one knows why, telkom call centres keep giving me the run around. There's no senior management that is available. I need help please or I want all my contracts cancelled because this is against CPA laws. In October I changed my banking details and they still debited the old account. In november they didn't debit any account and then decided to suspend me for their faults. After endless calls I finally paid via EFT on the 8th of December and then on the 20th they debit me for R2000. Also they tried debiting me on the 12th and 15th and I have unpaids on my business account so who is going to refund me? This is absolutely ridiculous!

On 29/11/2016 I informed Telkom on 10210 that I had a fault on my line. Until today nobody attended to my fault. I phone almost every day to follow up. All agents tell me the same thing.. "technician was assigned" yet no help and no service. I requested feedback and all agents I spoke to promise to phone me back, but just another empty promise. Yesterday I requested to speak to a supervisor. I was promised the supervisor will phone me back immediately... still no calls ... and just another empty promise. Today I phoned 3 times. My call dropped but the agent would not even call me back to complete te conversion or email she was allegedly busy sending her supervisor Steven as he was in a meeting. This was at 9am. At 11:00 I phoned back only to hear this supervisor Steven is still in his meeting. The new agent promised he will give my number to Steven to call me...we Wil have to see. It's been almost a month now and still no service. Never in my life have I received such poor service. My contact number is [protected] and you can reach me on [protected] if this complaint will ever get any attention.

I received a text message this morning 23 december 2016 saying: "dear sm cattich your telkom mobile order is being processed and will be delivered within the next 48-72 hours. Please have your id doc or drivers ready"

I hadn't ordered anything. I phoned telkom mobile this morning and have been on the phone for an hour getting nowhere, speaking to about 6 people, two of which left me hanging so long that I had to retry/give up. I had asked to be put through to a manager and apparently this was not possible. The last person I spoke to told me she was not even able to give me a reference number for the call! These people were all at 081180. Since I suspect fraud and since I already know that telkom's departments do not communicate with each other, I just find this unacceptable.

I have no service from Telkom from the 25 October 2016, even though technicians have been allocated. I have called telkom many a times and have had this issue escalated ( usually means to be given more priority in the fault queue ) I have had numerous conversations with different consultants and no joy, The last date for expected repair was the 18.12, 16. I was allocated this reference 913305... which means absolutely nothing. Bad service yet again

Twice now, I have phoned Telkom with an issue, after having to hold on the line for a long time, was given a case number and told someone will be in touch within 72 hours (which on it's own is a long turnaround time). In both cases, no-one ever got back to me, and I tried following up, to no avail.
In fact, this morning, I phoned (a week after being given a case number), and said I want to speak to the manager on duty, gave my cellphone number and asked for him to call me. I got asked to hold, to which I said "No, I am not wasting my airtime waiting for you, you now have my number, I expect someone to call me back within 5 minutes" that was over half an hour ago and still no call - really, what do I do?

While driving home 10 days ago, I saw a Telkom Gazebo on the side of the road. I stopped and spoke to a Johan Marais. I explained to him that I have been struggling with internet issues at my home for the past 5 years.

He assured me that Telkom LTE would solve my problems. One of the most important concerns for me was having the ability to restrict use for my children, ie to allocate a set amount of data monthly to each child and once they reach that they are cut off.

I asked him this question at lease twice during our conversation and he assured me that all that is configurable with the "Hauwei HiLink App".

I received the router and sim card a day ago (20 December). Upon setting it up and downloading the App, I discover that its not possible to implement the parental control restrictions that I was assured could be done.

This is of no use to me, as anyone in the house can use unrestricted data (hopefully it cuts off at 50G) and have no way of monitoring this.

This "rep", Johan Marais with nickname "Mannetjie" convinced me sign up by giving me wrong information about the product, or the device delivered to me is not the correct one. All attempts to contact this Johan Marais have failed. He gave me his cell no. [protected] and I've sent numerous text messages to him with no response and he will not answer when I call.

I feel I have been lured into this contract and ask that this device be collected and my contract terminated with immediate effect