Telkom SA SOC
reviews and complaints

I reported a fault on my landline (internet) on the 18th of January.
It has been 2 weeks today, and i have not had 1 phone call, sms or email, as to what is going on.
I phone every second day, and each time i get the same response: Your fault is with the technician.
On the 29th the consultant on the phone told me that the technician noted that it would be fixed on the 31st of January... but it wasnt fixed.
I have spent all the airtime on my phone calling Telkom, and had to buy ekstra data to get my work done.
This fault has roughly cost me R1500 in airtime and data up to now, then i still have to pay the R199 line rental to Telkom.

I could have lived with that, but the fact that they dont communicate with me at all, is unacceptable. I just want to know whats going on!?

Fault Rev: 56ATK180118

I have reported my line fault on 04/01/2018, ref: 355ctz040118, today it is 01/02/2018, and nobody has atent to my line yet, really?, is it possible that telkom's service can be so bad that they can't even attend to a line fault in one month, guys, this is pathetic!, really, you should employ people that is capable, really!, I don't have words to express how bad your service is!

I religiously pay over the amount due on my Telkom bill monthly. I admit that I did forget to pay in December so on the 25th of January, my services were suspended. I have not in over a year received a single invoice from Telkom, Upon calling the accounts department I was told that I owe R640. I then paid R700 and gave them 3 days for the money to clear. I then received an email stating the money had cleared from Telkom, yet no re-connection. I once again called the call centre and was told I owed R1700. I asked for a statement, once again, nothing received. I spoke to a manager called Darren in the accounts department who stated that once I pay the monies he will personally ensure that my line is reconnected. So I paid the R1700 and still no reconnected line.
I have called the call centre again and asked for statements but no one can give me statements.

Darren was also a complete waste of time as I sent everything through to him and he wont even reply to my emails.

This is now day 5 of Telkom having payment received yet not reactivating my line and day 6 of me not having statements after requesting them.
I have also logged a complaint with Telkom and they haven't responded 24 hours later.

Ref [protected]

We having having problems with the internet/ADSL line since 12/01/2018
Numerous calls to the Telkom care have only resulted in one response"we are still looking for a technician to assign to the job"
This seems to be a common problem with the service provider.
As a paying customer, I am appalled by the service .Even the call center agents are on a go-slo
when asked why is it taking so long-we are told-there is a shortage of technicians.

Please advise as to who can assist .Is there an ombudsman that we can contact?

On the 19/01/2018 Telekom debited my account with the amount on R1500.00 before by salary date as per my contact that I signed debit orders are authorised to go off my account on the 20th each month. Then on the every same month they debited on the 24/01/2018 the amount of R347 and R1100.00 then I have to go to a Telkom store when I get there I had to submitted a bank statement because they wanted proof that payment when off my account I have to pay now for the service fees of the bank because I requested I bank statement. I am not happy about the situation they just stated that I must just wait for 72hours for the case to be resolved case [protected] ref was given. Why do I have to wait 72hours for the case to be resolved that is very unfair the funds in my bank account where for other things this needs to be rectified today.

My contacts are [protected] M Mabasa

I had my contract activated in December 2017. A wrong device was delivered which took forever to collect. On the 27 December the debit order went through my account. I have asked on numerous occasions to have the right handset delivered: a black P10 lite. So many promises and escalations but still no handset. In two days the second debit order will go through my account for a service I haven't even enjoyed a single second of. I had been the one who missed a day on the payment, interested and collection charges would have been added immediately. What happens to little me who doesn't have a coterie of lawyer to pursue my case. I'm beyond disgusted and disappointed

Good day since we open a retail shop in September 2017 the service telkom the adsl line is not working, Work on prepaid vodacom that is faster and I need to pay a service after logging calls every week the line is to slow. Then they advise for a faster line and 2 calls logged and that is not working they do not have a ports available? I
This is the type of business deals telkom is providing and giving packages of 24 months that is not working.

After struggling with intermittent ADSL internet and being 'capped' on an uncapped line, I requested telkom in November 2017 to upgrade me to an 'uncapped' uncapped 10G fibre optic line. I paid a large amount to settle my current contract and awaited a visit from Telkom to connect me up. After 3 months, I have not been able to find out from them why they haven't connected me. The Sales department blames the Technical department. The Technical department refers me back to Sales. I have lodged several escalations and complaints, and have been promised that I will be contacted by supervisors, particularly a [protected]@telkom.co.za, to no avail. After several requests for escalations, they have no record of my calls. I managed to get an escalation reference 1062392 but as yet, nothing has happened. In the mean time, Vodacom has contacted me offering me a lower package for the same service. How did they get my number, and why can Telkom not finalize my new contract? If this were any other service industry, they would have lost me and my considerable client base. Unfortunately, they make it very difficult to change service provider. In the mean time my home business suffers from slow internet (0.17). Please advise.

It does not really help complaining about this telkom does not worry at all they just make excuses.

It has been 7 days and I cannot even get a reason why my dsl line is down and even when it is going too be back on. Why am I paying for this lack of service.

When phoning them the menu that they have is a waste there is no way too know what any person is paying for. I have phoned most likely about 12 times even though I wanted too phone more.
I have used a lot of mobile data close too R650 I cannot update my apps on my phone.

Telkom is the most disgusting service provider there is no service all. When you phone them the people I speak too sound like they are dying over the phone.

There is not even Fibre on the East Rand and when it does arrive it will cost an arm and a leg and customers fingers.

My 2mb line that should be a 4mb line that is too far away from the exchange because Telkom cannot make a new exchange and now they overload the exchange. The exchange is most likely blown now I sit with no ADSL that costs a lot of money. My Data cost on my phone is sky high. Who is going too pay for the data I need too pay too my cellular provider.
TELKOM will pay not me.

Ac [protected]

To whom this may concern

Telkom don't really care about any customer service! I have waited over a month now for my installation and with thousands of rands airtime trying to follow up on this still no success. How long should one wait? I have to contact telkom to find out that 1st my order was cancelled and then had to place another, after waiting min of 30min on the line for someone to assist. Telkom do not follow up with clients nor do they just let them know what's going on! I don't even want to start with my whole experience with telkom! I have to beg for answers and service, why? If you don't need more customers then tell me! I even tried social media and once again that did not even get a response. How much more money should i spend to just try to find out when will telkom come and install or just to get excuses! Every time empty promises are made and appointments are scheduled but still here I am complaining about your service for an ADSL line that I am willing to PAY that's not getting installed! Telkom sales center just tells me its being escalated, to where? Because i don't see or hear anything from telkom not even an apology for this inconvenience or the amount of money i have spend following up! Where is this going to stop, this email feels like my last resort.

Absolutely disappointed!

Bernice
[protected]

I signed up two months ago for wifi special. I received two invoices, one for someone in jhb, i checked my bank account and have been debited for his account too. ( i did not approve this) i have spoken and emailed various people working at Telkom, just to find out the complaint was never officially logged. Until i did it myself online. This month i have received five other customers invoices. Concerned now they will also come off my bank account. This is fraud, Telkom is stealing my money from my bank account.

I do not have any accounts with Telkom - all have been closed, relating to the following numbers:

[protected]‬
[protected]
[protected]

Payments continue to be debited to my personal bank account with FNB ie:

20 January 2018: R593.00 (TELK500821785Y180120)
19 January 2018: R593.00 (TELK500821785D180119)
15 January 2018: R1 500.00 (TELKOM 500821785F180115)

I have requested the bank to reverse the above payments - would you please cancel the debit orders.

Vaughan de la Harpe
[protected]
Cell: [protected]

My Landline number is [protected]. On the 16th November 2017 I upgraded to the R599 unlimited deal the line speed was increased to 4mbps and I was informed that the router and Lit box would be delivered to my home within 14 days. I have subsequently contacted sales 5 times and each time been informed my order for the Router and Lit box have been cancelled and nobody can tell me why. Today I requested an escalation of the problem and was told I would receive an SMS confirming the escalation request. Nothing received as yet. I have received my second bill since the "upgrade" which has been paid. My desired resolution is quite simple please adhere to the terms of the agreement and deliver my Router and Lit box, just as I have adhered to my side of the deal and paid my bill, well before due date. Surely an enormous organisation such as Telkom who obviously spend the equivalent of many a small country's GDP on advertising and who have a monopoly in the fixed line business can keep to the terms of deals they enter into with customers.

Good day

Can you please assist, we applied for a outdoor transfer last year, the line was moved +- 11 November 2017, since the transfer was done we have been paying for 2 lines since our old line was only suspended by Telkom 10 January 2018.

Stephanus Johannes Gouws
ID: [protected]
Old tel nr: [protected]
New tel nr: [protected]
TIN3100495
Account nr: [protected]

Can you please assist, will we receive a credit for this?

Regards

Fanie Gouws
[protected]

Order 182584768A/CM1689540

On 24th November 2017, I went to the Telkom Store in Riverside Mall, Nelspruit to do Moved line request.
I was assisted by Xoliswa and request was logged and my line deactivated at my old premises.
On the 06th December, I received an sms from Openserve that an all-day appointment has been scheduled for their representative on the 08th December.
On the 08th December, I spoke to 2 sales agents ( Ntondla and Ayanda) at 10h00 and 14h50 enquiring on the status of the technician. I was informed that call is still open and the technician will come and install the line today between 08h00 and 16h00.The technician has a lot of orders and should be there before 5 pm.
At the end of the day, after false promises and No Show by the technician I receive no feedback to why my line was not reconnected.

On the 09th of December, I called the Sales agent to request feedback on why my moved line request was not fulfilled.
He informed me that there was a problem with the infrastructure in my area and it was escalated to an Investigation team.
I will receive feedback as soon as the investigation was done and infrastructure issue resolved.
No Feedback was received!
On the 14th of December, I spoke to a Sales agent ( Janice) and I was informed that the remark on the system was that I was not contactable, but nothing about investigation team or infrastructure issues.

On the 16th of December, I received an e-mail from Ndondo Mbatha ( Commercial Back Office) that technicians I trying to call me and to supply an alternative number as the number [protected] rings unanswered. My reply to her was that because of the Public Holiday on the 16th (Day of Reconciliation)I was in church and not informed that an appointment was scheduled for the Saturday.On checking my missed calls, there were no other calls logged except her miss call.
On the 21st of December, I was informed by the Sales agent that an appointment was scheduled for the 22nd but I received not sms and still no mention of investigation team or feedback!
On the 22nd of December, at 11h46 I spoke to the Sales agent, Samantha, an appointment was scheduled for today. There was a problem with cables that needed to be fixed beforehand and has been resolved.
At 14h16 a spoke to another sales agent who informed me that the order was still pending in the system and checked if the technician updated the system with issues and there was none. The appointment was still scheduled for 22nd and open on the system.
At 15:37 I was informed by Sales agent Thandeka that the technician is at the Exchange in my area working on my line.
He will contact me when he is on my premises.
At 16h26 Sales agent, Raylene informed me that my order has been sent to our investigation team with regards to infrastructure issues at my new address.
It's currently with the department and has just gone to them today. Once they verify the infrastructure issue, they will set up an installation date.
She will escalate my order to get a sooner date available to do the installation and I will receive feedback the Saturday or the 27th.
Frustratingly different stories and still no technician!

On the 27th of December at 10h35, I was informed by the Sales agent that she will call the technician that she is able to pick up and ask exactly what's happening regarding the installation and when the installation actually will take place.
After speaking to the technician the only available date for installation will be on the 08th of January 2018 as they are fully booked and no mention of infrastructure issues. The information that she was able to get from her Supervisor was that since the booking was for the 08th, they will ensure from their side that a technician will come through the fulfill moved line request as they have CC their manager requesting that a technician install the line on the booked date as customer has been waiting for month to reconnect services of the line and nothing has happened.
On the 08th of January nothing happened, no line was installed, no Feedback was given and still no service!

On the 12th of January, I received more stories, more escalation, more lies, dealing with incompetent staff, bad service, No service delivery by Openserve and a whole lot of nothing and yes no line and no Internet!

It is really sad to see that a Powerhouse like Telkom lets the ball drop when it comes to their customers and for customers to follow this route to get better service or service at all.
Please provide feedback on the status of my move line request and when it will be fulfilled?

Logged a call for a faulty ADSL Line on 27/12/2017 Ref# 45CTK271217. Today is 18/012017 and line is still faulty. Calling 10210 you get the same answer that the fault has been assigned to a technician. An appointment was made for 17/01/2018 between 14:00 and 16:00. No one came. Yet Telkom is billing me for the full amount end of January 2018. I am calling Telkom helpdesk 10210 from 03 January 2018 everyday to put pressure on them but to no avail.

On 24/12/17 an unknown person used my details to fraudulently open a Telkom mobile account for a Samsung Note 8 on my name without my permission. This person also had the audacity to upload a new cell ph contact no. on my profile. Using our Telkom online app. we were able to blacklist both the sim and the device. We reported the incident to the N1 City branch of Telkom on 02/01/18 and a case (Case no. [protected]) was opened once we submitted an affidavit and a police case no. The branch told us that someone from Telkom would contact me within 7 days. It is now 12/01/18 and no-one from Telkom has responded to my case. As yet, Telkom cannot confirm whether this account was opened at a store or through the call centre, they cannot provide a SIGNED contract, they cannot provide a delivery address or SIGNED delivery note...there is absolutely NO proof that I ever opened this account...yet I'm being made responsible to pay this account. The fact that this account was opened without verifying the person in questions details as well as their lack of interest in resolving the matter, leads me to believe that this can only be an 'inside job' and that the staff of Telkom is CORRUPT. I would just like to let Telkom know that I'm not going to let you get away with this type of behaviour. There have been several incidents of this nature involving Telkom in the past few years...you only have to look at Hellopeter's site...and clearly Telkom does not care about the security of it's clients or it's reputation. I will continue to complain on any forum available regarding the corruption in Telkom until they respond to and resolve my query and I recoup any illegal charges stolen from my bank account.

Landline number [protected] and [protected] have been faulty since Christmas Eve 2017. We had a heavy storm with high winds. Since the then phones and ADSL have been on and off. Both these numbers have been reported on numerous occasions. We get sms's saying the service has been restored but it has not. We have requested that technician come to the premises to test the line there, but they do not. Am now totally at my wits end do not know who to speak to get some action. Have tried chatting online with Telkom and the connection cuts off, so that is just as bad as Telkom's service. Get an sms to rate the service - really!

My problems started 23 November, telkom fault ref 671CRK23117 and 155CRZ051217. These were partially fixed by the end of December. Again on the 31st December, the first fault reference, my phone and ADSL went down again, and the second reference a couple of days later. New fault references are 134CRK311217 and 180CRZ040118 and still have no phones, no adsl. I have had to buy three lots of data to be able to continue working, and who knows what my cell phone bill will be like. Please attend to this URGENTLY. I fully expect a refund for the periods of non service, and would (but know that it would never happen) demand that telkom refund me for all the costs of data and telephone calls.

Hi,

I'm Dr Vuyelwa Mkhize landline [protected] have had no internet working at my house for the past two months. I called the Telkom call centre to log a fault on 1 December 2017 and an escalation during January 2018 but I can gladly confirm that I have not received any feedback. What's more surprising is that I have been paying full subscription both the months I am unconnected. To me this sounds very unfair as I ask my myself what exactly am I paying for? I write as a last resort as I have tried all avenues to get my connection sorted at home.

Yours sincerely

Dr Vuyelwa Mkhize
[protected]