Telkom SA SOC
reviews and complaints

To Whom It May Concern

I logged a call on 30/03/2018 for a fault on my internet line [protected] where I'm unable to connect to the internet. Fault Ref.[protected].

I have been receiving sms's since 03/04/2014 stating that the issues have been resolved and the call will be closed but nothing has been resolved. I'm still sitting without internet connection.

A Technician came out twice and his feedback was that there's no Data coming through my line.
I have been calling every day for an update, but nobody can tell me anything, but every day I receive a SMS saying that this issue was resolved. I spoke to one of your call Centre Agents on Friday evening 06/04/2018 and she informed me that there was a fault on the line in my area but can see I logged the call a week ago and understand my frustrations because whenever I call for a update the person that "helps" me walks me through a router configuration which never helps. She escalated my call and forwarded my concerns and frustrations to her manager and technicians.
Yesterday 08/04/2018 I received a SMS stating that the problem has been resolve but I'm still without internet connection. I called in immediately and Call Centre agent was very helpful by telling me that the system they use to check progress on faults was down, so she doesn't know why I received the SMS.

This morning I called again to get feedback because I'm still without internet connection and the person that helped me could just tell me that there is still a fault on my line "I'm aware of the fault and that's the reason for my call" He couldn't give me any other information accept that the escalation of my fault that was promised to me on Friday actually was logged on Friday but also said that the escalation didn't and possibly won't do anything to my situation.

I'm not holding my breath for any results to come from this mail because I've learnt to deal with the empty promises, unprofessionalism and neverminded of customer satisfaction that I have been experiencing from Telkom.

Regards
Nigel Hendricks

PS. I was also told to replace my router, which I did.

Acc no [protected]. I have requested the termination of the Telkom ADSL in my home on the 17th January 2018. I went into the Telkom shop at the Somerset Mall and filled in and handed in to the shop my termination request. Nothing has been done about this. I have called your customer care center twice and emailed the termination documents to the call center twice, since going into the Telkom shop in January. I have not received a reference no for this request and am still being billed for an ADSL line that I am not using. We have fiber supplied bu MTN.
This request is being completely ignored. I find this absolutely unacceptable. This is the most appalling service.
I have today, 9 th April received a Telkom bill which is still billing me for ADSL services which we haven, t used since the middle of January. Pull up your socks Telkom, this is not acceptable.

I have been since February trying to cancel two of my numbers with Telkom. The one contract has expired, the other was a month-to-month. I have submitted the cancellation form together with a copy of my ID, as required, countless times. I have spoken to a number of people at the callcentre. I submitted cancelation form to Cancelations, [protected]@telkom, [protected]@telkom, [protected]@telkom... NONE have processed the cancelation. The 21 day period has come and gone. I have gone in and out of branches in Centurion and Brooklyn, have complained on Hellopeter and on FB, STILL... Telkom refuses to cancel these numbers. Instead they are sending me invoices billing me an amount of R450 for there very numbers. I have never seen a company that is cheating people like this.

I sighned a contract with Telkom 5meg line uncapped.
From start there were problems with the line sometimes no internet other times very slow phoned several times, after resetting problem still exist, sending tecnition checking finding lines were not right promise other people will come to repair, people came said new lines needs to be installed but never came back.Doing speedtest sometimes only 0.89 download speed, i feel i am paying for 10 meg line never had 10 meg.The cables of Telkom are hanging down nearly touthing the ground, pole completely broken off .

In the middle of February we reported that we could receive emails but could NOT send emails from [protected]@ telkomsa.net The issue still exists after numerous complaints to the call centre and emails sent to natcc ( via do messaging which is slow and pathetic ) we've been given various ref. The ref. numbers are as follows 902CRK190218, [protected], [protected], [protected], [protected] and 1094202.The later is the latest ref.no. Customer service staff have logged but not dispatched or not sent to right dept. All these references relate to the same issue - can't send emails from the aforesaid email address. In addition all our personal folders in the inbox disappeared after our initial call when they tried to solve the problem telephonically and set us up with do messaging! We are paying for a non existent service and getting nowhere fast due to lack of incompetent staff who couldn't be bothered and have absolutely no understanding of what they are doing. Any suggestions on who to call / what action we need to take. Will be greatly appreciated. Thanking you. Regards, Mrs. Debbie Mills

I visited the Telkom store in Mall @Reds today to cancel my WiFi contract which ends this month (due to connection/connectivity issues in our area). After filling out the forms in store I was told by the service consultant Amanda Ntuli that I myself would still have to scan the form myself and email it through myself. She was very rude when I asked her then what was the point of coming into store if I have to still scan and email the forms myself, which I didn't have to do when dealing with Vodacom and such. She cut me off mid-sentence by dismissing me goodbye. I found this very rude and when I asked her for her name she tossed me a pen and told me I must write it down myself. Also while she was busy with my query she was chewing very loudly, texting on her personal phone and took a personal call as well. I must say that this has left a very bad impression with me and I now doubt that we would consider any Telkom products in the future even if connectivity improved in our area.

Customer Reported Fault Ref: [protected], Logged 01-04-18 at 10:16
I keep phoning [protected] with the person answering giving conflicting updated/stories.
Received a call from [protected] April 2018 at 09:09am not sure of Technician Name.
I was not home he came to the house on 05 April morning and could not resolve the problem of ADSL Line Not Synchronising. He advised it's a power issue and used his power adapter in my ADSL Modem. He states the line is working we should get a new power adapter/modem.
I tested a telephone and confirm the phone line is working, however ADSL is a problem.
Technicians on phone advised issue is outside not inside house, something to do with ports at exchange or something outside.
He left his power adapter in the morning and stated he is coming back in 1 hour.
He only came back the next day.
The so called technician that came out provided an impression of not being qualified for the job and unethical.
To date my ADSL line is still not synchronising. I requested for another technician to be assigned, however the [protected] people gives me same said story that Danny or Daniel is still assigned.
Telkom Service is gone critically bad, incompetent staff/contractors etc.
Never had we experienced such problems in the very past, however recently terrible service.
Don't even have turnaround times as part of a basic SLA.
[protected] people saying they don't know which technicians is allocated to the area at a time.
Advised testing centre allocates technician out. Can't even provide contact details for testing centre and don't even know turnaround times.
Looks like the situation is deteriorating day by day. Not only from my experience but from the people I speak to on a daily basis that makes use or try to make use of a Telkom service.

I took a contract with telkom in january 2018 and provided them with details for debit order on the 1st of every month. End of the month full amount of money was not debited from my account. Eventually r2000 was debited from account on the 20 march 2018 and r524.90 was debited on the 23 march from my account. On the 05 april 2018 my account was suspended for not paying and the monthly installment of r899 was not debited from my account. Whose fault is it that your company is not doing their job, why am I bobbing punished for your administration errors. I spoke to mr clement makhura on the 05 march 2018 who was not polite and helping at all. I send him proof of payment on the 06 april 2018 and I am tired calling telkom using this numbers 10219, 10210, 10212 and they are all not answered.

I am very frustrated by your service.

Regards
Ursula mabela [protected] /[protected]

My account is still suspended and the call center still does not pick up I went to Telkom N1 city branch today after i was told yesterday by an incompetent employee of theirs that my line should be sorted in the next few hours its been 24 hours still nothing and I have received no response from telkom with regards to my other complaint today i was told i need to wait 5 days. this is the worst service I have ever received i think the **** that assisted me yesterday his name is Riyaad or something and i wanted to speak to the manager but that never happened i also am unable to connect my wifi and i'm preparing for my exams and i need to be online.

I'm waiting for someone to call me or acknowledge my complaint because they clearly don't .

I acquired LTE router on 15 March 2018. Faulty out of the box. Reported to 081180. Case number [protected], with undertaking that the problem would be resolved within 72 hours. After many follow up calls to 081180 nothing was done and the case closed on 5 April 2018 without being resolved. New case number, [protected] issued after yet another call to 081180. More promises but no action. Thus after more than two weeks and more than four hours on the phone, Telkom has done exactly nothing about the faulty equipment they supplied and continue to charge for.

Hi,
I need to lodge a complaint regarding the 2 debit order rejection charges telkom have included on my account because of you own staff incompetence which now is inconveniences me as I have a full time job to deal with rather than running around and fixing telkom problems.
1. I called your call center in february 2018 advising them of banking details change and the person who updated my banking details advised me that it won't be going off in february and only will start in march and I was advised to pay my account cash which I did not have a problem with. I also called back a few days late and confirmed what the agent told me that the debit order won't be going off my bank account and I made payment via eft on the 23rd february 2018 only for the debit order to go off after I already paid! I called my bank and reversed the debit order (which by the way my bank charges me for doing a debit order reversal!)
2. At the beginning of the month of march, I went to the pavillion and advised a lady gwen to advise that I won't be upgrading my contract for [protected] that was due for an upgrade and needed it terminated and in a process requested the debit order to be cancelled as I had decided that I will be making payment by eft since I was still pissed off about what had happened in february but since your company is always getting it wrong the detit order was not cancelled and again same thing happened I pay via eft and you go debit me and again I end up having to tell the bank to reverse!
I have gone online yesterday and have notices 2 charges of r200.94 for payment rejection fee in my account due end of april 2018! Are you people crazy? How does your staff incompetence end up being my problem and have to be charged for it? It's enough that I have to deal with telkom's poor network coverage everyday but this I cannot deal with!

hi
I was called by Telkom mobile to upgrade one of my contracts which I did last month, now today I received my incoive for this month and have to pay an extra R4000 carryover fee for my old device. no one told me about this otherwise I would have waited the total period out. this is very bad service, im trying to call Telkom for the last hour but on hold the whole time.

Good day I went to Telkom somerset west in october 2017 to cancel my contract as my 2 years has expired. So the consultant send my cancellation to the wrong department and it never got cancelled they kept on deducting money out of my account till end of January 2018. Eventually when my contract got cancelled I requested a refund from telkom for the money they deducting seeing that the fault was internally and not mine. It git approved and february 2018 I got the first call saying they going to refund me and I waited a month later they called again saying they dont have my banking details I need to send a statement. Struggled with 4 consultants that gave me their names as references and eventually spoke to a consultant called Bryce that convinced me that my money will be in the same day or the next and even put his career on line to ensure me. Its a week later I dont get through to customer care and no one has contacted me and I still havent received my refund.

I have been struggleling with telkom from the start. Every time telkom tells us its the line. And the mainboard. They came out and fix a line and now the charge me again. I have been paying 2 times for the lines. When I moved I payd for another line to been put in. We payd and 3 weeks later they only came. Every time we have a problem or theres a system problem they keep on charging us more. My husband phoned 1000 rand iut on his contract phoneb to try and get telkoms attention. Telkom is patetic. I am suppouse to pay 1000 on a 20 meg line that we had been upgrade. Now you charge me 1250.

If the service dont get better and you fix my acount I will close my acount and will take teljom to court for keeping charging me extra and for the times that I payd and did not have the telkom line. For that I was suppouse to be refund or credited.

Regards
Wanda duplessis
[protected]
[protected]

I have a supposed telkom 10mbps adsl line on the above number. Since this rubbish has been installed in october 2017 I have never had close to the 10mbps download speed as quoted. Numerous complaints have been logged by me and every time I am told that they (telkom useless technicians) can find nothing fault on the line. Yet the speed fluctuates between 1mbps to 4.5mbps at any given time. Never more than 5mbps. Why do I have to keep on paying for a service I am not getting as promised. Please come and remove your telkom equipment and cancel the supposed 10mbps adsl line contract with immediate effect. Should this not be done within the next 24 hours I will start legal proceedings with all the facts at hand. I am fedup with being exploited by the likes of telkom and the no care attitude they have towards their customers. All I have been asking is to get the actual product that I am paying for, and you never have to ask for the payment, but all I get from telkom is a bunch of excuses and no product!

24 hours - either I have the 10mbps line continuously by then or you have fetched your equipment and cancelled my contract.

And as a bonus complaint, my telephone line is also not working at all!

Awaiting your soonest reply.

On 31 January I submitted the required cancellation form with supporting documents as required to cancel my mobile wi-fi contract. The debit order continued to be taken from my account and I subsequently stopped the debit order. I sent an email to this effect and again requesting the cancellation only to have a double debit order taken from my account which I instructed the bank to reverse. Today I received the account for 3 months billing. I phoned the call center (081 180) 3 times today. Twice the number was not available and the third an engage tone was all I received. I experienced exactly the same problem when I tried to cancel my fixed line in March 2016.

It seems like this is the modus operandi of Telkom. So easy to open an account but impossible top close it!

I will not entertain legal claims for arrears accounts since this also seems to be a Telkom tactic.

Please see to it that this account on [protected] is closed.

Adsl stopped connecting 14 march 2018. Contacted mweb. Recommended I test my router. Telkom tested it and informed it was functional. 17 march mweb and I lodged a fault report with telkom. Contacted by open serve on tuesday. Said they will allocate a technician. Technician rocks up on saturday. No prior call to inform line at exchange tested ok, but technician wants to check the internal connection. Technician tests show issue with router. Does not want to entertain any discussion that router was tested and declared functional by telkom. We go to. Telkom offices, where lady is surprised that I am back when router tested ok a week ago. Retests. Router fails. Technician gets cocky and starts lecturing about people wanting to blame telkom. I leave technician at the mall. Get a few strange calls about other technicians wanting to come test the modem during the week.in addition technician claims to have lest equipment at my home. I was not available for technician come search for equipment. Not can I find the equipment. Suddenly my phone line is dead. Report this on the28 march 2018. Not a single word from telkom as yet. Currently no landline (sabotaged?) and no internet. How greedy useless is telkom?

On 25th march 2018... Our adsl connection stopped working... I reported to telkom faults on 26th march 2018... To which a technician came through around lunch time.. Did some check up and left with no communication as to what was wrong. I called telkom faults again on 27th... Only to be told the technician has handed "the problem" to another technician from. The cable department.

Today...4th april 2018... I have since contacted telkom faults department more than 30 to 40 times only to be told... The technician has been given the job. Apparantly the technician has been to the site this morning at 8.30am... Site being my residence... But I never saw anyone... Nor did anyone come to my residence to fix the problem! Ive even sent an email to report... But received no response!

Down with telkom! Pathethic service... Very disappointing!

My lines went down on the 23rd march 2018.
I called and they lodged a fault called back on monday about the progress.

Telkom call center agents drops calls on me several times.

Called again every agents give you a different excuse its your outstanding balance so I go and pay the outstanding balance for that month and still no wifi.

Called again the next day and then they say its a line fault wow so finally they figured what was wrong.

Its been almost 2weeks and still no luck with them telling me about the progress or when a technician will come out..

Telkom are thieves and liars

They shouldn't be in business this is daylight robbery.

We are actually paying them for stealing our money

I canclled my wifi contract with Telkom in Dec 2016.I had to give 30 days notice which I did.Then when I realised it is still not cancelled I emailed the cancellation forms again, i also went to the Eastrand mall Telkom brach as well as the Carnival mall branch, but they said they cant help me because they don't deal with queries.
I phoned allthe numbers I could find on the internet and from my bank where the debit order was debited from.The tel lines are just ringing and ringing.Evetually I got hold of someone who told me I must lodge a complaint or qeurie via email which I did, but was told that I will receive a response after 21 days.No respons.
Then a few months later I got hold of someone and was told to email all the details, I did forward everything again!
Then the response emails just stopped.No more answering me back.I don't know who to call or email anymore.
[protected]@telkom.co.za was the email adres where I send the mails to this year and then the person just stopped answering me back.
Can someone please send me a contact number or email adres or any contact details please !.

My contact details are [protected] or [protected]@polka.co.za