Telkom SA SOC
reviews and complaints

I am utterly disappointed in Telkom. Many people have warned me about their terrible service but I gave them the benefit of the doubt. I have my LTE contract with them since last year. Upon getting this contract I asked for my internet to be capped once the data has run up as I had only budgeted for the amount that the contract was worth for. The gentleman at the Canal Walk branch advised that I should call into their call centre and request to put a cap on it. I called in and requested just this. I had asked if they had a reference number and they had advised that they dont give out reference numbers but the call will be on record. This was quite concerning as anything could happen and I would have no reference number to refer back to. Every month I log onto my online profile to check my remaining data. I was quite shocked to see that this month I was billed almost a R200.00 more on the statement (this however did not show under the LTE contract profile). This was a alarming as our data is usually up by the third or last week of the month and we cannot use the wifi at all, so I was and still am confused as we had no data to use. I called in and queried this matter and the lady said she could see I called in last year and I should not be billed this excess amount as it was not my fault. She advised that she will open up a case in order to investigate the matter. Today I received an email saying that I am liable for this amount as I had increased this spending limit through the ussd portal. I explained to the consultant the situation and all she could do was read the email and not assist me properly. I explained to the consultant that when our data runs up I use our ****le. I would purchase prepaid airtime for my ****le and convert this airtime to data through the ussd portal on the dlink application. All the consultant could do was repeat the same email over and over and not answer my question. I requested that I speak to the manager and after waiting 10 minutes she said he would call me back shortly. I am still waiting on a response. I have spent close to R100.00 on airtime calliing Telkom querying this issue and I have still not received a response. I have put that cap in place as I can only afford to pay the amount that is due for the contract and nothing more. I truly believe all the reviews on Hello Peter as well as from colleagues that Telkom surely does cheat a person out of their money. I have also sent through my cancellation form on 15 April 2017 for my other contract that is due to end on 19 May 2017, which is a month before the time and I have still not received any feedback from them as yet.

On thea at week of Marcharge I reported a fault and when I got an sms a few days after that informing me that the tech is busy with my fault I thought it would be fixed. But tech did not even show up. When I followed up I was told that there is a problem with the cable and it will take 7 days to resolve. When I followed up today's more than 7 days after I was told that this would take 7 days to a month to resolve. It's really frustrating when you cant speak to a senior person at Telkom. Please assist my email is [protected]@gmail.com and my contact number [protected] the faulty line is [protected].

My Wi-Fi data contract expired November 2016. On the 7th of October I've e-mailed the completed 'consumer contract & services cancellation form' to [protected]@telkom.co.za. On the 13th of October I've received a confirmation e-mail from Retension - Cancellations, that they have received my e-mail. An apology in the delayed response and case number [protected] mentioned. On the 12th of December I phoned TELKOM and spoke to Thandanani Mphetwa. He confirmed that my request for cancellation is on their system, but that someone from the cancellation department must phone me to confirm that before they will actually cancel the contract and stop debiting my account! I told him that nobody need to phone me to confirm - I've sent the e-mail with the correct form completed and that I want it cancelled that day. Every month they kept debiting my account and I had to ask the bank to reverse the debit orders. On the 16th of Feb I phoned again and spoke to Rethabile Mohotho. She gave me a new case number [protected]. Again, I requested that my line be suspended immediately, that all invoices & costs be reversed and that any bad credit ratings be reversed. She also offered a clearance letter which was supposedly to show that all had been done. I was promised that I would receive this within a week. Month end came and my account was debited again. On the 27th of March I phoned and spoken to Sherileen Mango. She told me that R700 worth of data was used since November and this needs to be paid before the contract can be cancelled. I asked to speak to a team leader. After holding for longer than half an hour, I was cut off. I phoned again and spoke to Florence Bosman. She said she will put me through to a team leader. I held for about 20 minutes after which Florence told me that the team leader does not want to speak to me. She was told by the team leader to tell me that the R700 data used was between the 23rd of March and end of March. I refused to hang up and told her that if I need to phone 100x times, I want to speak to a team leader because this is going nowhere. After 5 minutes I was put through to Tebogo Nyufane. He listened and agreed that there was a problem. He gave me his personal e-mail address: [protected]@telkommobile and requested that I send him the cancellation request which was sent in October already. He promised me to look into it and revert within a week. No surprise that I did not hear anything back from him or anyone else. On the 6th of April I've sent him another e-mail, referring to my previous e-mail and to inform him that I've received another invoice via e-mail from Telkom, so the contract is definitely not cancelled yet. On the 22nd of April Telkom debited my bank account again. Each month they add the previous' month's billing. I really don't know how to get rid of TELKOM. I've done everything the way I should but the keep debiting my account. I have not used any of their data and should not have been any data available in the first place as I've given them notice to cancel the contract!

I applied for an adsl line installation 3 weeks ago, I was told I would receive an sms with the date and time when installation will be done.
A week later nothing was received so I went back to the store and I enquired, but was told no application for product was submitted.

How professional?

Anyways I submitted a new application again with the consultant, on the 10th of April I received an sms for installation on the 03/05/2017 which is more than 3 weeks of applying how ridiculous for new business being brought to Telkom.

18th of April I called the call centre to ask for an earlier date, through out the 30 minute call I was on hold for 28 minutes with out anything being resolved. the Agent then tells me I don't see a date being sent to you by sms, but I then tell her I received an sms with a date and reference number.
I ask do you want the reference number she says no, my time ran out so I had to end the call.

I spent 30 minutes of my lunch to get nothing done, what a waste of time and ridiculous service from Telkom as a new client wanting to purchase their product.

account number [protected].
this contract was supposed to be cancelled when I upgraded.
I have looked for all the reference numbers but could not find them. I was at your mall of the south and the glen Telkom shops. I have queried this 6 times and now suddenly, no one knows anything.
I then cancelled the debit order as nobody seems to listen

account number [protected]
I discovered that, I did not UPGRADE... I apparently took out a new contract.

Well now, I have been handed over to MBD attorneys and still, not one person has ever called me regarding my disputes.
I will put this on hello peter even though I have no proof.

I would also like to challenge the validity of the new CONTRACT ([protected]) SINCE I WAS UNEMPLOYED AT THE TIME!

I applied for a Telkom mobile phone in November 2016. This morning Nomvundo from Telkom contacted me from [protected], and asked me if someone assisted me which I replied "no, no one assisted me yet", she then just replied ok no problem and dropped the phone. When I called the number three times she just dropped the phone this is unprofessional.

I have the conversation on recording. I need investigation on this.

I reported a fault that my landline (+[protected]) was dead since Wednesday last week and the fault seems is at the exchange as I got a private person to check the line cabling since Telkom did not make any contact or effort to commit to service delivery. I have had no WiFi service even though my service provider Afrihost has been delivering service but the fault is at telkom's exchange and they too logged an error / fault. I have elderly parents aged 78 and 79 years old should anything happen they know how to use Telkom yet the line is not in use or working. How long does it take to escalate your faults as it has been in progress since Friday and I understand it is a long weekend and all but surely there is a skeleton staff attending?

My mobile is [protected] (Amanda Knight-Stewart)

I requested that my landline be moved from one apartment to another in the same block of flats 3 weeks ago. Last week I received a sms stating that a agent would assist on the 13/04/2017 and that the appointment is a whole day thing. I submitted 1 day leave for that day to be home so that I could open for the agent when he arrives. Well needless to say, he never arrived and no contact was made with me on that day to inform me what was going on. Now this morning I receive another sms stating that they will be attending to it on the 19/04/2017. People. I can't just keep taking leave and you do not show up and on top of that you expect e to pay for a landline which i have no use of. I find this to be very poor service from telkom

Had a thunderstorm end Jan- ever since then without internet... Technicians in and out- now nearly 3mnths and problem not solved! Rooter TP-LINK ligths on but have no connection- in the past there was short periods but as for the whole of easter weekend internet was completely off! Three monrhs without internet- guess Telkom wont wait three months for me to settle my account... Telkom service very poor!

I have been complaining about bad signal at my home for 3 plus years .in that time I have been given the (you are not on contract so we cant help) new towers are being installed... taken out contract but stil not sorted in all that time 2 tec guys have been here first one had his helper /buddy sleep in car in my driveway while he was checking signal.he sayd signal bad.nothing done..second tec about 4 months ago sayd signal bad...mmmm I know that...was told by first guy new towers are planed for the area...that was more than 2 years ago.my wife on vodacom...no signal problems ever... anywhere in my hose.I even changed handsets so realy now fed up.all your special deals dont mean a thing if they cant be (used)...tired of no signal...edge...if im lucky...walk across the road and I get 4g plus...really ? In blairgowrie not in the desert.so come on telkom.ps I have never defaulted on my account so realy is this how you treat paying customers?

Dear mr maseko

Account number: [protected] marius j swart service reference [protected]
I would like to register my utmost disappointment in telkom’s customer services and after months of struggling, being sent from pillar to post and getting absolutely nowhere with any of your departments, I do not know where to turn to anymore.
I would appreciate a written response on the matter explained below. please do not just pass it on to the complaints department as we have tried that. I would like a senior telkom manager to sort this out without having to be inconvenienced by phoning departments myself or going to the telkom shop directly.
I would also like a written response on telkom’s interpretation of what the problem is and how it will be solved on your side, as I refuse to communicate with anyone on the phone anymore.
My problem is that ever since telkom installed a fibre optic line on or around september/ october 2015, I have had nothing but problems trying to get my account and the lines sorted. the factual information is as follows:
• I have had an account with telkom now for almost two years – in fact, the current 24 months contract will expire around may 2017.
• initially the services included only an adsl line soft cap bundle of around r850 per month.
• on or around september/october 2015 I was contacted by telkom sales to offer the installation of fibre which was then made available in our area of eldoraigne. the sales pitch over the phone was that the fibre bundle would not cost much more than the current adsl line – around r900 if I can recall. I agreed to the installation.
• our first problem was encountered with the technicians who installed the fibre optic line. at first I was informed that we had to make arrangements with the neighbours for tree feeling etc.in order to get the line installed. I did not have a problem with this, however, the line that the technicians installed runs right over my property to the other end of the house, and was not installed properly through or against the roof as would be the normal expectation. this means that the line is open to all sorts of weather and bird damage risks. I reported this, but eventually gave up as no-one knew what to do with the installation. although, subsequently, every single technician that has been to the house on other call outs notices this as being wrongly installed and comments on it.
• once the fibre line was up and running, we then asked about the account, which still had charges on it for the adsl line as well. we currently have 2 routers – the adsl (black) and fibre (white). we do not have a phone at home and don’t use the landline. technicians that have been out on call-outs cannot figure out why we still have two routers as it’s not needed with the fibre line. we have been querying our account which every month charges us the following costs:
O home dsl elite bundle r375 (same as it has always been since we’ve had adsl installed)
O dsl contract fee r62.19
O telkom evening/weekender plan r189.47 (presumably for the adsl line)
O fibre line rental r603.51
O soft cap r235.96 (presumably for the fibre)
• every month we get credited on the account for do elite and fibre 20 mbs – we cannot get an explanation for why it is credited, but my understanding is it is because the fibre 20mbs is not activated and the adsl should be closed and costs removed – but somehow despite this being on the system and accounts we have had no luck in sorting this out.
• at some point (I think it was around september 2016) telkom sales contacted us again on another offer to increase data from 50gb to 100gb - this 100gb is showing on the account every month since october 2016, also as a credit.
• despite numerous attempts and reporting this on 10210, with sales, and directly at telkom shop it seems that none of telkom’s departments talk to each other or know what it is that they are doing. I do not have the time to constantly phone telkom and get no assistance whatsoever, so I just end up giving up as it is too exhausting.
• we reported faults on the internet connection in december 2016 and again in january 2017, and every time it transpired that there was severe confusion within departments on the lines we had “on the system”
• we last reported an internet connection fault in march. the first technician that was sent out had an order to fix an adsl line and could only work on adsl lines (despite my telephonic conversation with the technical department where they confirmed they had the fibre line “on the system”)
• the second technician that came out realised that the fibre line in the house was broken and replaced it and the line was working again. for this I am now charged r1014.91 in service fees on the april account, and would also like this to be explained to me.
• the technician suggested that we phone sales to sort out the activation, which we did. sales then just referred us back to technical who still couldn’t help us and sounded terribly confused. I was told by the technical department that the fibre optic line, although active on our side, was not “activated on the system” and that we had to contact sales again. sales then gave us a reference number to give to technical to activate it as they could not do it. when we went back to technical they told us they don’t know what sales is talking about and can’t activate it - no-one could do this for us and I was told to go directly to a telkom shop.
• I then went to the sinoville telkom shop in march 2017 and thankfully got one person who could see what the problem was on the account activation and escalated the matter. unfortunately however, this is also where it starts getting worse.
• since the line was fixed with the technical call-out we have not had problems and we closed that particular fixing call-out. we do not have a problem with the line, but the account activation! we were expected to be contacted by accounts or whoever’s role it is to sort out the fibre account activation on the system and charges on the account.
• however, now I get phone calls and messages from telkom every few days with ridiculously confusing messages which range from:
O we (telkom) are sending a technician to fix your adsl (it just needs to be closed on the system, not fixed!)
O we (telkom) are sending a technician to install a fibre line (we have one thank you but would like you to activate the 20mb on the system!)
O and most recently as last friday - we (telkom) are sending a technician to replace your fibre with a phone line (what? that really is the last straw)
I really hope, sir that you can see my frustration and can appreciate why I have just given up on this. I can honestly not believe that such incompetence exists and do not understand how in one organisation different departments have absolutely no communication with each other and that helpline services cannot actually help you.
I look forward to your favourable response and swift resolution of this matter, without my internet connection being completed cut because of confused instructions, which is what I am most afraid of!
Kindly contact me on my email address marius. [protected]@absa.co. za to confirm the next steps.
Yours sincerely

Mj swart
Marius j swart
Email: marius. [protected]@absa.co. za

i has been two weeks now i have made an order for a phone i have been debited and no one can assist and who knows where my delivery is i keep on being given TR numbers which do not track.

keep on being told order is dispatched, Ingram micro doesn't have it and courier IT doesn't as well. so what do i do cancel the order and when do i get my money back.

worst service in a lifetime... and clueless customer assistance who are of no assistance. ref no 143 388 079A / 078A which ever one it is

sent me a wrong waybill number for another person's parcel, mmmh i rest my case Telkom ZA _ very bad

I called Telkom December 2016 to advise them of the Telkom pole that was in the verge of falling over my house. I was told that someone will call me back with the reference number. I waited and waited and when no one called, I called Telkom back. I eventually got a reference number beginning of January after calling Telkom almost every day. Reference number (904993). I was them informed that the technician was going to call me in-order to come and resolve the problem. I waited and waited and no one called me. I called Telkom again and I told them that the pole was pausing health and safety risk to me and my family. All those endless calls were in vain because to date nothing has been done and the pole did fall over my property due to strong winds we experienced after Cyclone Dineo hit Mozambique. I called again to advise them of the situation and no one has called me or come assess the situation. This is really unacceptable. What else needs to happen for Telkom to take action? You can contact me on [protected]

My land line number is [protected] in Krugersdorp Area . I reported the fault with Telkom on the 2 February 2017 as my land line and DSL was not working, the very same day a technician come and found that there was site exchange fault but could not resolve the problem. On the 10 and 14 February I escalated my query. On several occasions I called Telkom and each time I spoke to different consultants one being Nomtha, but each time I am informed that the problem is too big to resolve in my area - Krugesrdorp . Bulk outrage exchange problem, and cables failure . at some stage i was told that Telkom Contractors are a problem of which i said that should not be my problem.

I have a 2 year contract with Telkom and the money is deducted from my account every month while I am not receiving service. To date 13 April 2017, the problem still exists. All i need is Telkom to restore my service, i need internet and to make calls, i was offered many alternative of which all of them are not working for me.

Please intervene.

I work from home and have used Telkom for over 30 years, my landline has been dead for 3 months and all i get is illogical explanations, the cables are wet, a technician has been dispatched. I have to keep phoning from my cell phone and wait for up to an halve hour and when i'm lucky to get someone to take my call i'm cut of. My landline number [protected]. My cell no [protected]. Needless to say my adsl line has also been of for 3 months. Not only do i have to use my cellphone to make all calls, i buy mobile data twice weekly as all my work is done on the internet. I provide a service to Corporate Insurers and if they cannot get hold of you on your landline they just phone someone else. I cannot imagine how much i have lost financially in the last 3 months. Fibre is not available in our area as yet, although Vumatel have been busy in our area the last 6 months. Does Telkom have no sympathy for their loyal customers ? I need serious help pleas

Today, 12-04-2017, I followed up on a fault that we logged on Friday (6 days ago) regarding our business line. We have not been able to receive any calls at all for 6 days. For a business this is unacceptable.
I called 10217 in the morning and Fulu Manyage promised to get me the turn around time for this issue. She asked me to call back at 1230pm, of which I did and I spoke to one rude and unprofessional person called Daniel who could not assist me in any way.

I would like our lines to up as soon as possible or at least know the turn around time. I am disgusted by the service that we have received so far.

Good day telkom justed inform me that my erea can only sync at 2mb line since the first of feb i live in my new adress and been paying for a 4mb line i called billing dep but no luck as i want my account credit coz i payed for something i can use or get please help me get this sorted i just took my line back to 2mb so that refrance number is ********** 01A. THE REF FOR THE GUYS THAT CAME OUT TO TEST THE SPEED ISDear Customer your report reference 953CRK100417

Please assist i just want my credit for 2 months for the 4mb that i could not used ********** 118. Please see hellopeter complain

Good day,

It is great frustration that I send this e-mail to you and hope that this matter is attended to as a matter of great urgency.

We are paying for a 4mb line from Telkom and have had a download speed of +/-3.5mb speed up to the end Jan 2017. Since the beginning of Feb 2017 our download speed has dropped to as little as 0.83mb, seriously slowing down our Wi-Fi connection.

The initial fault was logged on the 28 Feb 2017 at 09:06 and a reference number was issue – 184CRK280217. On the 3rd March 2017 after querying the status I received an sms at 09:17 that Telkom will attend to our fault shortly. Nothing happened. On Sunday 5 March 2017 I once again followed up with Telkom where another sms was sent stating that our fault was in the hands of your technical repair division. Monday 6 march 2017 at 09:06 I received an sms that Telkom was busy investigating the cause of the problem. On the 7th March I received a sms form a Jenny from Telkom Openserve confirming they were looking into our fault. Once again on the 9 March 2017 was reassured via sms that that you were busy working on the problem. On the 20th March after querying the status of the problem on numerous occasions I received an sms stating that my fault ref 184CRK280217 was restored and soon after the reference was closed and the problem was not resolved. After this I once again contacted Telkom to find out what was going on. Soon after 23 March 2017 a technician with the name of Tony phoned me promising to come to our home on the Saturday morning. By 12:00 Saturday he had not pitch whereby I then called him. He said they had a problem at Telkom with regards to a power failure and re-scheduled for the Monday. He arrived after 14:00 on the Monday, came into our home to test the line and confirmed that there was definitely a problem on the line but that he would have to trace the fault. But he would return the next day as he had to take his dog to the vet. He never returned. The Thursday 27 March 2017 in the morning without notice two technicians showed up at our gate, luckily my husband was home, they once again tested the line and said they would have to trace the problem, when they had a problem to climb up the telephone pole, they once gain said they would return Saturday 29 March 2017. Up to today they have not returned. On the 28 March 2017 I sent a sms to the initial technician, Tony [protected]) telling him that we still had the fault and it had not been solved, he assured me he would look into it. Nothing has been done. On Thursday we logged the same fault and a new reference number was issued – 262CRK250317. We really need this problem resolved as a matter of great urgency. We have been receiving less than half the bandwidth we are paying for and this is becoming ridiculous.

Regards,
Johanna Nel

In January 2017 I ordered a Huawei P8 lite. The call centre person acknowledged a price and a week later i got a Huawei router delivered. The driver confirmed the P8 is on its way. 1 week later and a few calls, the call centre acknowledged a mistake was made and booked a collection.

30-40 calls later I decided to go into a Telkom store, who waited about an hour on the phone. 15 minutes later I received a call to ask if I wanted a black or white phone. I acknowledged a black phone. It was confirmed a collection would take place as well as my correct delivery. This was the 13th March 2017. Again a week passed and after 3-4 more calls nothing. Lungi a supervisor confirmed the collection and delivery and subsequent phone calls she was not available. Its the 10 April. After about 35 calls and approximately 10 minutes to 20 minutes a call waiting time I still received nothing.

Last week 3 April 2017, the accounts person saw and acknoledged 2 months billing against my account and this was now escalated to ITC. This is not on for Telkom's fault. Its crazy that so many hopeless calls and staff have not been able to get this right. I am attaching a copy of this mail to my attorney who will be seeking costs ito repatriating and correcting ITC as well as getting Telkom's staff to do the job they were appointed to do, . This is the most pathetic service I ever experienced. Even complaints on Hello Peter a month ago you did not reply to.

Pathetic.

Collect your router and I rather want to go to a service provider who can deliver the product and service.

Wahlied Cole
[protected]

Account No. [protected]. 2 complaints.
After internet being down for 24 hours reported problem to Telkom Customer Services on 4th April. Was shunted around to 6 different assistants on each occasion having to go through their tedious "security checks" as well having to describe the situation repetitively. They could not solve the problem nor advise me of any alternative.
On initially taking out the contract was informed that the booster dish would be installed when available - have since been contacted by one of their technicians who has failed to keep to arrangements to attend to the installation.
After being connected with Telkom Internet after only 2 months I find their service dreadful - uncaring - inefficient and highly unacceptable.