Telkom SA SOC
reviews and complaints

Ref: 247ctk301217

Bronkhorstspruit dam

After numerous calls a day from the 30/12/17, all I get to hear is they working on it.

There is no technician even allocated after 3 weeks to this fault.

What do we do to get telkom to fix our fault?

I have spoken to supervisors, managers, call centre agents...

They have a no care attitude...

This is urgent urgent urgent urgent urgent urgent urgent!

Please help us...

Good day,

I would now like to log a complaint as Telkom has reversed the previous funds but now has debited me again +-R600

Please ensure to reverse this funds as it is affecting my account negatively due to your lazy staff who cannot do their jobs properly but still get paid.

Telkom has debited my account twice without my authorization and I want this done ASAP.

Please ensure to reserve the R570 and R154 which was debited from my account.

This matter should have been cancelled correctly long ago. You will make sure this is sorted this time!

Regards
Simone Chan-Sam

The Internet stops and goes all the time. I am not able to upload anything. This has been happening for about two months now. It is so frustrating.
We have had IT companies here to check whether it is our computer which it isn't, Telkom has checked the connections which they say is fine, we have all relevant filters connected to our landlines. The Internet speed we applied for which is 4 Mbps goes up to 3.9 which is fine but goes up and down. My problem is that I cannot upload photos to a group club I belong to.

So I had an adsl 10 mb uncapped line installed by telkom in october 2017. I was not at home when the technician installed the line and he called me and asked me where to install the line. I explained to him and he then decided he's going to put it on the complete opposite size of the house. So I get home that evening and I see that he installed the line in the wrong place and apart from that he broke an antique writing desk, all the feel were off and one is completely missing. I was furious as that is irreplacable. I laid a compliants with telkom and email them and I have still not had a response regarding this. I went to a telkom direct stort and got my sommer card and lit box that is part of the contact. One again complaining at the stort about the [censor] service and that my complaint has not been deal with. They advised me the address on the system is different from what they asked me to confirm and I requested for them to please correct this immediately. So my first bill comes and they have my ex-fiance's address as mine after I entered my own address on application and asked them to change it in store. So it's a bit more than the agree monthly around of the contract and i'm not too worried as it was a bit longer than a month. I note the payment date for the amount is on the 27th after my requested date was the 1st due to the fact that I only get paid the last day of the month and thought it might just be a typing error. So I wait patiently for the debit ordered to go off on the 1st december 2017 and by the 5th it still hadn't gone off so I phone telkom and ask them what's up? A very rude consultant then told me no as it is the 1st payment to go off there is no debit ordered for it and I have to pay it manually. I don't mind paying manually but then tell me for heaven's sakes. So I receive my new invoice for december 2017 and it's almost r3000. I one again called telkom and asked them what the hell is going on. So I was told I am charge for a 3 month lit box subscription. Furious as a mf I told the consultant where to get off and that this is supposed to be part of my package. She then confirm no this was loads incorrectly in the store I went to and corrected the invoice telling me the only amount outstanding is now r813, still r14 more than my contact and she can't tell me why but I am more relaxed. I then receive a messaged from telkom rekening me that the amount of almost r3000 will be deducted from my account on the 27th december 2017. You [censor] I told you I only get paid on the last day of the month! So I call telkom again and a very rude consultant starts helping me and I dropped the call on her ear. Later that day I called again and spoke to a very nice and helpful lady and asked her what is going on. She confirmed with me one again, a week before the 27th, that the amount deductable is only showing as r813. I thank her and end the call as I have confirmed the amount that will be deducted. So the 27th december 2017 telkom deducts r2000 from my account. As you can imagine I am furious and fuming, so I get on the phone with them again. Spoke to a very nice consultant again and advised her I have been having crap with telkom since day one and she apologises for the experience and the company and confirm she will lodhe a refund request. So this week only I receiced a call from telkom about my refund request and the person who called tell me no they can only refund me in 7 working days and only r300+- as I am in credit for january now as the invoice already went out for the month so I flip my lid and I tell this woman that the month better be in my account with 48hours and the full r1200 they deducted in excess. She tells me to hold and she speak to her management, confirmation that the funksie will be paid with 48hours but I have to still pay 27th jan as this will now be die then. I one again tell the person I cannot pay on the 27th as I only get paid on the last freaking day of the month and she advised she will have the date changed.in addition I also said they should cancel any debietorders ordered and I will pay the month myself. So we'll see on the 27th and the 1st what happens. I was out all day today and I just got home at about 18:00. As I walk into my house I almost choke myself as the call that was installed by the technician that didn't listen to me in the first place and broke my antiques did a [censor] jou in installed the cable and now I have a fine hanging accross my livingroom doorway. I would never in my life recommend telkom to anyone, not even my worst enemy. You are disgusting and your service is non-existant.

I entered into a telephonic sim contract with Telkom in 2016 Oct, the agreement was that il pay R108 for two sim cards and no extra fees.The first month Telkom deducted R225 -252 in my account which I never agreed to..the following month they deducted R172 again which is something I never agreed to..In 2017 March I went to Telkom Menlyn branch to do a cancellation of contract due to the money which was debited is my what I agreed to pay, and the person who assisted me said she lodged my complain Telkom will get back to me..I waited until when I checked my credit ratings it said I owe Telkom some money which is between R1500-R2000..then I went back again to Telkom(Menlyn branch) to lay a complain and found this male consultant who told me that my contract was not cancelled but the system does show that I came in March 2017 to do a cancellation, he then said I can leave my complain will be attended to, till today I'm still waiting and it still reflects that I owe Telkom R2000 which affects my credit ratings...Now I'm sitting with this debt which even the sim cards I never used them after I lodged my complain with Telkom.. what I'm asking Telkom to do is to cancel my debt and start afresh with me with a new contract that I previously agreed to

I wanna cancel my contract with mondo which I was offered from rewards Co, I am disappointed because our agreement was R99 and a Sim card for R69 .so in total my monthly subscription is R169.I went to enquire with Telkom in Overport a lady printed out all the rubbish which she called as itemized bill moneies I'm being charged for which I have to pay Close to R700 by this Month end - that's utter bull .Rather you send someone to come collect your phone cause I'm not paying for something I am not aware about.The sales agent said i wont b paying anything extra.Please call me immediately and sort this matter before i send it to hello Peter.[protected] and my I.D number is [protected]

@TelkomZA Day41. We just received a sms stating that network outage has been restored. Poles and cable is still lying on the ground. Also there is STILL no internet. I called the 10217 line and they also informed the fault has been restored. Reference 297CTK011217 and F249378

Called in service outage on 1 December. Received a number of sms's to inform that the service have been restored between then and now. Called each time informing them that this is incorrect. Tweeted about it on @TelkomZA see below:-

TelkomVerified account
@TelkomZA

Telkom

Hi. We are very sorry for this experience. We have escalated your fault for urgent attention. Your escalation reference is F249378. ^NL

Jan 4
Cheryl Kasselman

Your urgent feedback and time frame to repair will be appreciated
Telkom

Hi Cheryl, fault will be assigned once testing has been completed. ^Lebo
Jan 4
Cheryl Kasselman

Testing ? The cable are lying on the ground 3 poles need to be planted and new cable has to be installed. Exactly what telkom has been saying for the last 5 weeks. Assign someone to the ground work please
Cheryl Kasselman

Morning pls give me feedback
Cheryl Kasselman

Day Forty and still no Internet
Telkom

HI Cheryl. The fault is now with the dispatch centre, waiting to be assigned to the 1st available technician to attend. No ETR is available as yet.^Frank
Jan 9

Then today again
@TelkomZA Day41. We just received a sms stating that network outage has been restored. Poles and cable is still lying on the ground. Also there is STILL no internet. I called the 10217 line and they also informed the fault has been restored. Reference 297CTK011217 and F249378

I reported a faulty home telephone on 15 December 2017 (347CRK151217). On 19/12/2017 a technician, from OPENSERVE, came to the house and explained the fault is not with the box up the road but at a pole on a neighbors premises. He would return 2 days later. He never did.
We kept on phoning the TELKOM call center and each time we were told that the call is with the technician.
The communication via sms received were as follows:
15/12/2017 - Fault has been created
16/12/2017 - Progress update - fault handed to technical repair division
18/12/2017 - Attend to your fault shortly
21/12/2017 - Busy investigating the problem
24/12/2017 - Have problem in hand and working towards resolving
27/12/2017 - Still aware of fault
05/01/2018 - fault scheduled for appointment between 08:00 and 12:00

All of the above exept 21/12 and 24/12 were sent without me phoning the call centre.
The sms of 05/01/2018 was sent after a lady spoke to my husband. The technicians NEVER arrived.
A technician actually did arrive on 03/01/2018 and while standing in the street, spoke to my husband and asked if it is "this house" that has the telephone problem. My husband confirmed that our house is the one that reported the faulty line on 15/12/2017.
The technician said that he will go to the Telkom box up the road to which my husband explained that the previous technician indicated that the problem is not with the box.
The technician indicated the he will go have a look and be back to see what is the problem.
He never returned to the house.
I again phoned the Telkom offices on 08/01/2018 whereto the agent indicated the call is with the technician and they will not be able to help me.
I had a computer communication with Bongiwe on the internet on 09/01/2018 at approximately 13:05pm and requested information from her as well.
She also indicated that the fault has been assigned to the technicians and she can not do anything else for me.

Can you please help. My internet is down. My husband has been retrenched and he need to get his own business up and running.

Please, please, please.

Surely there should be something that someone can do that can make the technicians do what they are paid for!

My ADSL line has been down from 11/12/2017 . Ref No 126CRK311217. I had a technician come out on the 30/12/2017 and literally spent two minutes swapping my phone line and ADSL line into different plug points, never tested the lines and said it would work. It wasn't even 5 minutes and the line was down again. I re logged the call and up to this day, I had no one come out or even call me regarding this fault. TELKOM service is PATHETIC! I have never in my life experienced such bad service.

Fault reference no: 313CRK211217
Client no: [protected]
Description of Incident: internet terribly slow and the landline has a irritating background noise.
Date of Incident: I have been lodging a complaint from the 23 October 2017 till date.

Please note that I have lodging complaints with Telkom from the 23 October, on December I called Telkom the following days 2nd December 2017, 3rd December 2017, 7th December 2017 and 20th December 2017 and the problem are still persisting till date. 5 Technicians came and tested the router and the splitters and came to a conclusion that the problem was at the local substation where they needed to change the underground cables... but this has not happened still? I phoned Telkom again today10h00 and spoke to a Letlogonolo Mogaledi who did the routine check (re-create faults and design and resetting the router) but my internet is still slow and my line still faulty. I was then given Telkom customer care numbers [protected] where I spoke to a M. K Zoliswa who told there is nothing they can do from their side and that I must phone after 2 days? Please note that I am running a Business here and cannot wait for 2 days. I need a resolution to my complaint ASAP or I will have no other option but to lodge a complaint with an Ombudsman at ICASA.

Since October 2017 I've been having problems with my ADSL line being disconnected. A telkom agent advised I should move my data to them as well in order to get a sim card and to be able to use it data as Im working from home. When I phoned they processed the request end Nov but my line has since Oct only been working for 2 weeks, want to charge R14k cancellation fee as Im spending R1000's per month buying data to work from home.

I have been a customer of Telkom since 1989, and at the moment I am totally dissatisfied with the quality of service we are receiving from Telkom.
In October I reported a fault on reference number 271CTK27102017.
The issue was closed on 18/11/2017, without the fault being repaired.
Another fault was logged on 18/11/2017 with reference 220CTK181117.
It was again closed on 29/11/2017, without being resolved.
A further fault was reported on 29/11/2017, with reference 144/CTK291117, which remained open until 31/12/2017. A technician named Adam contacted me to report that he was changing a card in the exchange. The fault was subsequently closed. There has been no improvement in the service.
On 02/01/2018 another fault was logged on reference number 469CTK020118. This fault is currently still open.
Various calls to the call centre have had no effect.
The faults were escalated a number of times, with nobody taking the time to even contact us.
On 08/01/2018 I spoke to Austin, who is apparently a Floor Manager in the Centurion centre.
He promised to escalate the fault to the Technical Manager, and would call me back within an hour. That was at 09:49.
At the time of writing this review (14:38) I have had no further feedback.

Would someone at Telkom get back to us before the end of business today, or should we cancel our ADSL contract with Telkom, and take our business to one of other Service Providers?

I think that after struggling for more than 2 months (74 days) since the fault was first reported, it is high time that something gets done about the issue.

I had 3 telephone lines, [protected], [protected] and [protected]. As I sold the property in Durbanville I handed a letter in at Telkom Knysna on 18 May 2017 advising them of the sale and asking that Durbanville Line be cancelled effective 28 June 2017.
This was acknowledged (by e-mail) on 18 May by Veronica Ells from Residential fixed retentions .
Telkom kept on charging me line rentals for Durbanville. As I was in hospital my sister, Mrs Woolard, spoke to Khungela on 7 August 2017 at 8.25 am. She promised to cancel the services and arrange a refund.
Mrs Roberts later called on Telkom Knysna and was given reference [protected]. On 7 November I called on Telkom in Knysna who phoned Telkom. I was told that the service was cancelled in October and that the refund will happen in 7 to 14 days.
I received the latest account but no reversals have taken place. This after I was contacted by [protected]@telkom.co.za on 21 November confirming that she has undertaken to file a dispute.
My account number is515714560001

I gave Telkom notice on the 10/11/2017 to cancel both my ADSL line as well as my prepaid telephone line effective 01/12/2017. Despite me logging my cancellation with Telkom on their website, they are still billing me for December 2017 as well as for January 2018. Telkom, you need to correct your accounts with immediate effect and pass a credit on the telephone line rental which you have billed me for December 2017 as well as for January 2018. My account number is [protected]

On the 2nd of December we applied for an upgrade of our 4mb Adsl line to 10mb. Up until now we have not received this upgrade and we have made several telephone enquiries and visited Telkoms local office just to be told that the application is still stuck in the system and there is nothing they can do. This is unacceptable and I pls want service or help from someone on how to get this problem resolved

It is going to be the 3rd month of no working ADSL Wi-Fi and landline. In the first two weeks of not having a working telephone and Wi-Fi, we were told that it was due to cable theft in the area. During the 3rd week, a technician had come by saying cables were replaced and he would put us back online. He left without resolving the issue. From the second week of November, we have not had a working Wi-Fi and landline. Multiple calls and Facebook messages were sent. Faults have been logged and closed stating that the issue has been 'resolved' when the Wi-Fi and landline are still not functioning. I have received messages stating that a technician has been dispatched when no one comes which is also an inconvenience on my time.

This is a huge inconvenience to my family and I, as we are working family that relies on these resources. I am absolutely dissatisfied and disappointed with such poor service. It puts my family and me into financial inconvenience as we are paying for a service that we are not receiving as well as purchasing data because we are not receiving any service from Telkom.

I'm really sick and tired of Telkom! I have had endless problems with you guys regarding my mobile contract. The past month I have had to contact you endlessly. In December 2017 I got my statement saying the payment is due 29th December 2017, I made sure I had over enough money in my account but you debited my account the 15th December and I had to fight with you guys as it was not due yet then had to go to my bank to have the funds reversed. The 22nd December the same happened again to u debited my account and again had to go to the bank for a reversal. The 29th December when my payment was actually due there was enough money in my account before then already and you never debited my account. I chatted with one of your consultants who told me I will be debited the 2nd Jan due to the public holidays. Come 2nd Jan it never went off I then again chatted to an agent who told me it will go off today the 5th, till now nothing has gone off and I now have a default on my credit record due to your consultants who does not know how to do their job properly and I then had to make a manual payment today! And why was I advised by not only one of your consultants that it would go off and it didn't not to talk about the agents ending the chats on me while I was busy chatting and I have screenshots of all the chats where I was told payment would go off! I have been nothing but accommodating towards you guys when all you've caused me is inconvenience! I want this corrected! I'm not standing for a default on my record when it was not my mistake! The service I've received from you guys are pathetic! I too work in call centre customer service and I would be ashamed if I rendered such service to my customers! I want feedback by Tuesday for the latest I'm definitely not leaving it like this I want it fixed. Not one of your consultants has showed empathy or even apologised what kind of service is this?

Regards
Chrischenda Coetzee

Hi.. I just signed up for the adsl home uncapped... Not even a week after being connected my adsl stopped working.. I lodged a complaint and never get any response.. This is extremely disappointing... Terrible service... When signing up with them they are happy to help u, but when it comes to service delivery they are terrible.. Now it's 3 weeks and still no response

Good day

I bought airtime from Telkom mobile on the 23rd of December 08:30am and converted it to data, I bought data bundles on festive promotion where they give you 1gig for R25. The data bundles are reflecting in my phone but cannot be used. I have been calling the call centre since that day and they only logged a case for me on Wednesday evening and told me that the turnaround time for the complaint is 9 days and I told them that by than the data would be expired since it was only valid for 7 day meaning it will expire on the 30th 08:30. It not the first I my airtime get forfeited without me being able to access them. I told the manager Ms Mopedi yesterday and she couldn't care less and refused to escalate the call to her manager. I am very irritated and would like them to compensate me for my data since it not my fault. The case number to follow up on is [protected].

12 December 2017 fault # 41CWZ121217 I raised a fault for no dialling tone.
18 December 2017 a Telkom employee contacted me wanting to know when he could come to my house. advised him that could only be 23/12/17 to which he agreed. NB: December 19th received an SMS confirming this.

December 21st got another SMS stating my fault was being working on.

December 22nd got an SMS notifying me that my fault was resolved! tested and found this to be untrue, replied to the SMS stating my number and @F.

December 23rd midday I called Telkom inquiring when would the technician arrive, to my horror the technical 'helpdesk' notified me there was no one assigned to come to me... but not to worry she'd send someone over that very afternoon... later on still no one... but I had a dialling tone, yippee!
Tried to dial a number, but it asked me for a 'secret code' and I therefore I was unable to proceed any further... yet again I called Telkom.
the agent was unfazed with my concern regarding the 'secret code' question.. he proceed to advise me all I need is to enter the last 4 digits on my tel number..!?
When I disputed this 'new procedure' with him, he said no problem I'll change it for you. Tried later on, still had a dialling tone, no secret code but this time I got a message advising me that I had insufficient funds!?

December 24th got another SMS advising me Telkom was aware of my problem and they endeavoured to resolved it.
If this level of inefficiency was not bad enough, Telkom upped their level and added cross line to this saga.
in addition to not having any service I get calls at all odd hours of the night which was clearly intended for someone else.

Based on my daily calls, I found that my fixed land line was 'changed' form a fixed line to a prepaid!? when I questioned who authorized /signed for this request, the 'Help desk' refers me to Telkom sales dept. 10213.

amidst all of this, their agents tell me the matter has been escalated and receiving attention.

January 02nd 2018 - called Telkom yet again was assured a Mr Smith was coming around to my house, needless to say it never materialized.

January 03rd 2018 - again called Telkom, demanded to speak to a manager... all on meetings, refused to speak to the agent and release the call until he provided me with a name or took my details for a call back. after a long wait I got a name : Ops manager Edward Nthangeni and left my details. will not hold my breath that I will receive a call but t was worth a try.

I live in a high risk area whereby house breaking is the order of the day, thus my focus in getting this line operational ASAP, so much so that we even canceled our holidays as we did not feel comfortable leaving home.

I will be installing radio connection for my alarm and once this is completed I will terminate my contract with Telkom, until then (frustratingly so) i'll be held hostage to this incompetent company and to think I still have to pay them!

For insurance purposes, I will retain a copy of this complain.

Hoping Telkom will resolve my land line soon