Telkom SA SOC
reviews and complaints

I have been a loyal customer to Telkom mobile for 4 years, i have 3 active contracts with them and i just opened another one on the 3rd fo August 2016 @ Southgate Mall. I bought a new Huawei P8 Lite on a 1Gig FreeMe contract special for R139pm. I was assisted by a trainee Gabela on this contract whom it took almost 2 hours to finish this contract. Today i received a bill of more than R600, when i contacted Telkom they say its not their problem because there were calls being made and data being used. I asked very well and informed this trainee to put a cap on and she confirmed that this is done like i always do on all my Telkom contracts. she said that she did put a cap on this 1Gig FreeMe and i will be blocked automatically. I now need to suffer the quencequencies of a Telkom trainee putting my account at risk because of listening skills

Good day

My name is Phatisa Rwexwana cell number: [protected]. I called Telkom mobile numerous times, the first call i made was on the 02nd of September 2016 at 11:15 am. i told the agent that my line was due to telkom not making the debit on time the previous month and the amount of 2 installment was debited this month on my bank account but my line is still suspended. the agent didn't take my details to check on the system she just told me that i should wait for 7 days, the line got cut off i didn't receive a call back from that agent. I called again on the 04th September 2016 at 16:05 i gave the agent my query and cell number the line got cut off again and i still did not receive a call back. I called back again on the 5th of September 2016 at 07:22 and the agent said my line was with collections i should call collections on this number [protected], i called collections and they said telkom must unlock my line because it was paid and it is no longer on their records. I called telkom back at 8:20 05 September 2016 and i asked to speak to a team leader or supervisor and the agent said there was non available they are in a meeting i said that unacceptable and the agent kept me on hold for 15 min until they dropped the line. I wont accept this from telkom because I've been a customer for years now and it was the first time that my line was suspended and i wont wait for seven days for my line to be unlocked whilst my account was debites

16 august 2016 (10:13) I received a text message from telkom informing me that they are busy upgrading infrastructure in my area and it could take 48 hours.
18 august (8:55) I receive a text message again to inform me that the upgrading was completed. From 16 august since telkom started with upgrades till today, 2 september 2016, I have no telephone and no internet!
On friday 19 august I phoned 10210 to lodge a complaint. I was advised that a technician will be appointed to restore my service. I received the following reference number: 113crk190816. Monday, 22 august I went to the telkom shop at festival mall kempton park to lodge a complaint once again, as my service was not restored. Yesterday, 1 september I went to the shop at festival mall again, only to find out that telkom workers are on strike and no one knows how long it will be before my service will be restored! A free sim card was given me to upload data in order for me to have access to internet. Telkom wants me to pay for a service they are not rendering, and on top of that I have to buy a 3g modem in order to use the free sim card and still have to pay for data in order to use internet! Absolutely absurd!

Good day. I emailed Telkom on the Monday the 29th of August requesting a cancellation of my line rental. On the first of September I hadn't yet had any response on my email, so I popped into the Telkom shop at Eastgate, where I was informed that my month's notice will only be valid once (if ever?) they have acknowledged receipt of my notification. Surely Telkom's inability to process my notification doesn't change the fact that they were notified.
The number this cancellation is regarding to is [protected].
It took me 2 months to get this line up and running, can we please not have the same story now with it's cancellation.

Went into Telkom and requested line to be moved. Got signed documents and Order no 147333982A to be done on 30/08/2016. After phoning all day and being told systems were down yesterday I gave up. Phoned this morning spoke to Fanele Nwawo, what a horrific experience. Rude, arrogant and totally unhelpful! Told me my order was not placed? Funny I have printed proof. Now another order was placed No [protected] and told I now have to wait an additional 7 working days. Disgusting service as usual Telkom you suck! Change your rude staff and get your service sorted out. You should be ashamed.

My partner requested adsl line installation many weeks ago, but we recently found out that the agent never placed the order so when he phoned back they had to place the order for the line again... we wanted the line installed 1 Sept ot 2 Sept but now we have to wait until 17 Sept... I will be home 1 and 2 Sept and thus we wanted it done then...i think Telkom should make a plan to install it 1 Sept or 2 Sept due to your error... order was placed by John Sherwood from cell 0.7.2.3.4.2.1.2.5.6

From: Friday 19 Aug until now. Tell number: [protected]
Son inlaw's cell no: Warren [protected], Johan [protected]
Account in: Marius Laubscher, John Magagulastr 10A, Middelburg, Mpumalanga PO Box 4757 Mburg 1050: Account number: [protected] - from 1995 cal no: [protected]. Person/s using landmine: Van Rensburg.
Apply for add ext: 2/3 months back work perfect 1 and half month. Trouble: Van Rensburg pop up on computer 15th. 19th no land line no computer - now. Telkom said impossible 2 houses have same number - phone house from cell somebody else answer. Report to Telkom Ref numbers: 271CTK230816 174ATK220816 said restored. Telkom won't give manager Middelb tel num. Trouble start with 2ext. Must use somebody else comp wait for important documents, other person driving up our bill. No Telkom tech at house to look at ext. Phone everytime other excuse. Husband work @ Medupi must send Medical Records for signing to him. Son Inlaw's phone everyday especially Warren . Please we need our home telephone and computer. Desperate now! nobody will help. Thank you
Mrs Laubscher cel: [protected].

On 11 august 2016 initiated upgrade of contract [protected] with telkom store, south gate, johannesburg. On 22nd month of original contract. Credit vetting done. Resolved. Cannot proceed reason past due amount (R1381) on system blocking upgrade. Dispute lodged with billing dept. Because past due amount paid by manual payment in the amount r1500 (Capitec eft to their absa bank account) on 1 august 2016. Reason for manual payment because their monthly debit order to my fnb account failed and backs out. Not using fnb any more. I am told when calling call centre to change banking I must go to a store to have it done. New banking details logged at south gate on 11 aug 2016. But to date still fnb on system. Called today 27 aug 2016 to call centre. Lady tells me after complaint that she will change banking details. She will put notes on system to billing dept to resolve dispute from 11 aug 2016. Upgrade was cancelled without notification. Contract redone on 23 august. Same consultant. Credit vetting lodged again, today credit vetting resolved after speaking to store manager to prompt credit dept.. I checked with call centre if everything ok. No. Same result: still past due amount lying on system (R1381). My conclusion :system flaw because it does not pick up manual payment of r1500 on 1 aug 2016. Or credit dept not reading information properly before putting the erroneous flag.

My name is mike styer my line number is [protected].

My adsl has gone erratic on me for the 8th time in as many weeks I have reported it with fault number 185crk090816. I have a 4mb service and the line goes to strange values like 2129 or 1513 or 1480 when it should be at 4096 the line goes down 3 or 4 times every hour …. Sometimes my landline has remained active but it is very noisy with lots of static and crackle on the line. When I log the call the call centre agent does a rebuild or reset of the port and sometimes it normalises for a few hours but then goes back to its erratic behaviour.

The up and down stream snr (Db) changes frequently dropping below 10 which is very bad and I am told shows that there is a physical problem of some sort. I have contacted my isp vox, they have given me a guest id to login in with and moved me from the small business package I have to a fat pipe package …. This means I used a totally different point of access and different resources from their side and the problem still persisted which shows that it is not an isp problem

Technicians have come to my house and they look at everything and then leave …. Shortly thereafter the line normalises and works fine for a few days but the problem reoccurs and the whole cycle begins all over again.

Previous faults over the last 8 weeks.

559crk010716
28crk160716
789crk200716
490crk210716
20crk010816
185crk090816
869crk180816
205crk200816
144crk270816

2 x billing disputes have been logged as per reference below.
[protected]
[protected]

Please please can somebody help me ….. Anybody?

took up a telephonic deal for 5 mega bytes of data for R99 the end of March.

The contract that I agreed to was that TELKOM debit my account with R99.00 on the 20th of every month.

This is what has happened since then:

20 April 2016 – R99 debit with reference Telkommobi [protected]
05 May 2016 – R215.27 debit with reference Telkom Telk50150258V160513 -this is disputed as the branch in Canal Walk could not tell why the debit went through
20 May 2016 – No debit order went through and I went into your Canal Walk office and they said that I can pay anything there and that I should wait for the next month and I will be debited with R322.77.
15 June 2016 – R322.77 debit with reference Nudebt Telks (this I disputed as never allowed a company with this name to debit my account on the 15th and the contact details that the bank supplied for them does not work which means that have not provided the correct details – [protected])
20 June 2016 – R322.77 debit with reference Telkommobi [protected]
20 July 2016 – NO DEBIT
15 August 2016 – Failed debit through my account
20 August 2016 – I wonder what’s going to happen.

How is it that Telkom cannot get something as simple as a debit order right? You debit one month and skip the next and then your clients details are sent to debt collectors because of TELKOMS fault and not mine!

After calling the contact centre they advised that Nudebt is the company that collects the arrears amounts for Telkom, why do they have my details if I have made provision for you to debit my account with R99.00 on the 20th of every month for 24 months?

Could you please do the following:

• Get the debit order right to debit my account with R99.00 on the 20th of every month
• Confirmation that due to a debt collector trying to get money out of my account that my credit record has not been affected
• Apology letter from struggling to get this right from May and confirmation in this that it will be done right otherwise Telkom will take back the device and cancel this contract with no liability on myside for penalty fees.

Your urgent assistance with getting this matter finalised would be much appreciated as I have spent many hours and airtime trying to get this resolved with your call centre and branch in Canal Walk. Every time I get a reference number and then when I call to follow up then they say someone tried to call me but it went to voicemail but no one ever leaves a voice message which is weird.

My Telkom line has been down for over 4 months. Each time I make contact with the helpdesk they tell me that the problem is with the line and are unable to provide an estimated repair time. This means that I am paying for a service that is not working and I am unable to request a reimbursement until the line has been fixed. The consultants that I speak to keep advising me to switch over to LTE but this does not solve the problem as I do not get the promised speeds in my area. I don’t know what to do anymore, no one seems to give a crap. All I want is for my service to be restored. I am now spending additional money on data while still paying for my line and adsl.

Hi
on the 11/08/2016 I called in requesting a sim swap as my phone was stolen, the agent named Simphiwe Khonza confirmed that the sim swap was sucessful and the following day when I was attempting to use the sim card, it was not working and I then called in to find out what is wrong and then I was told there is a technical error and they will have to log a call and on 15/08, I called in and they said I must go to their outlet, been to their outlet twice untill today my sim card is still not work. I never asked them to suspend my line.

On the 10th of August 2016 I received an SMS from Telkom who confirmed that the report reference 238CRK040816 on the number [protected] was restored. I had the I.T guy come out to set up the new router, which we thought was the initial problem, only to sit with the same problem, Telkom line is not working. I called Telkom again on the 17th of August 2016, to report the same problem, 621CRK170816. I have been without services from the 25th of July 2016 and trying to get the matter resolved is becoming a nightmare. I don't think it is fair for a customer to receive this kind of service delivery from Telkom. I have an online study module starting tonight 22 August 2016 and the course needs to be attended live. This matter is now really becoming a huge inconvenience and resulting into a frustrating situation. There is service deliver is poor and customers are not being looked after the first time.

On the 29th of july 2016, a new cabel has been installed to my house. The technician said he cant connect it yet for there is a problem on the cabel between the streetpoles. On quering this at 10213, they called the technician, and reported back that the problem is on the line between the pole and my house( which was newlyinstalled). On complaining again, it was said that there is a problem on the street distribution box. The excuses dont stop.
Now after 24 days i still dont have a working line, for which i had to pay R700 before installation. They said at first installation can take 7 to 14 days.
The last message to me from telkom read as follows( copied and pasted)..

""Good Day, your order is currently with our cables department. Please allow between 7-10 days before they can provide feedback and a new installation date. While there is a cabe problem we unfortunately cannot allow any installations as the line will not work. Kind Regards, Telkom Social Media Team "". 09/08/2016 .

Up to now, no feedback have been received from Telkom.

Mr. Zwelithini Jiyane came to my shop on 25 July 2016 to install a Telkom landline ([protected]) and ADSL line ([protected]).

He came in and only installed the ADSL line, and left the brand new router in my shop, saying that he will come again later to set up the router.

Today, as I was trying to set up my phones, I realized that there is only one line from Telkom, which was for the ADSL. THERE IS NO TELKOM LANDLINE. HE HAD NOT RETURNED TO SET UP THE ADSL ROUTER.

I tried resolving the issue with the Telkom Customer Care, only to be told that I have to RE-PAY them in order for that technician to come and finish his job because it has been more than 7 days.

It took ONE HOUR for Customer Care to eventually resolve my problem by placing a new service order and providing me with the procedure for complaints.

I am not happy that I have to pay your company again so that you can finish the job you were supposed to have completed in July. And I am not happy that Mr. Zwelithini Jiyane did not finish his job, or even follow up on his job in the first place. I am also displeased that it will take 48 HOURS to process the service delivery.

As a business customer, this whole process has been a nuisance.

To whom it may concern:

We have logged a fault with telkom on 01 august 2016, regarding our business line as well the adsl line. Ref no 136crz010816.
A technician was sent out on 01 august 2016, who checked the lines and informed us this was an underground cable problem, and that he has handed it over to the relevant department. Thank you charles for your prompt service. After numerous calls to the call center to find out what the progress on this fault is, a technician (From an outsourced company) finally arrived on 15 august 2016, checked the lines and again informed us that is an underground cable fault and they don't deal with this, they will report it to the relevant department. We received a message to inform us the problem has been resolved. It has not been resolved. We reported the same fault again on 16 august 2016, ref no: 381crz160816. The problem still has not been resolved. Again charles was sent out to investigate, and again charles has informed us that it is still the underground cables that are faulty. Again charles was here within hours of logging the fault... The relevant underground cable technicians still have not been here.

As we are a plumbing business we rely on our phone lines for business, and it has now been 3 weeks that we are not receiving calls therefore business is standing still.

Kindly provide us with any contact details for anybody that can help speed up the process of getting this sorted out.

Contact: angie on [protected]@gmail.com or [protected].

Kind regards,
Angie.

Telkom has become more and more fraudelant. I have a contract where I pay a subscribtion of R300 monthly for 10GB data internet. Once its done than Im not able to connect anymore. For some reason they have changed that and my montly come to R800. Their explanation is that I have a choice to use more data which I don't. Even the itemised billing shows data usage for 2min/R120, 5min/R180 etc...this is so rediculous. When I do not pay they cut it and I have to call them everytime which also takes alot of money. They keep on telling me that I have to pay first and then they will sort it out later. Once I pay they do not come back to me. IT IS FRUSTRATING!

On the 25th of March I reported that I had no phone line. One week later my net went down. My phone number in question is [protected]. I work from home in the Usa and need my net. Im a single mother. It is the 18th of August and Telkom to date have not sorted this out. I have logged numerous faults and check on the fault daily. This lack of income has resulted in me not being able to pay for my rent at the end of this month. I will not draw a salary at the end of this month. But Telkom dont care. I have PAID for a service that I do not have. Now I will be jobless with no income. Is this fair?

On 14 March 2016 : CASE NR [protected] - That the contract must be cancelled.
To date nothing have been done. Contract expired.
After several calls and mails I were told on 19 July that could not get hold of me. I requested that they phone between 08:00 and 12:00 then there will be somebody to answer the phone.
I work in the workshop and do not have the phone with me in the shop.
To date nothing - and now it is costing me for I have to pay two accounts.
WHERE ARE THE 30 DAY LIMIT!

Ref: 184CWZ280716
A fault to a residential landline was logged on 28-07-2016 at 11:18
On 15-08-2016 after making numerous calls to Telkom, including talking to the technical manager, I tracked the issue online and it was still In Progress as of [protected]:18
I once again called Telkom and was again informed that the fault was issued to a technician, but no one seems to be tracking why the technician has made no call out or why the complaint is still unresolved 19 days later.
Interaction ID for today's call: [protected]