Telkom SA SOC
reviews and complaints

I applied to have my telkom phone transferred on 30 november 2017. After literally hundreds of calls to telkom I have still not had the courtesy of a positive reply. There was a problem with cables which was sorted in january 2018. Then after the 3rd technician came out to do installation I was informed that a branch of a tree needed to be cut off. That was 6 weeks ago. The lady undertook to be back the next day. Many subsequent dates for installation have been set but still nobody has arrived. I have a disabled husband who relies entirely on the landline at home. I am at my wits end as every time I call telkom I get a different answer. Where can I report this disgusting service. My phone is a vital part of my husbands life and is used in emergencies. We are now 4 months down the line and no assistance whatsoever. Please can somebody help.

I have put up with this telkom since I started using them. Never had good experience to say well done. I am paying each month more than my normal installment to make sure I do what they ask.
I have been struggling for more than a year with my internet. Logging faults, no one phoning you when they come to your house, no arrangements, faults closed before anyone even phoned me or no one even at my house to test.
The list is long but my internet gets worse every month. Now it is at a point where my internet keeps going of and on sometimes for a day.

Last year (2017), to "underground technicians came to my house and tested my line and figured out after months of struggling with telkom, that our cable close to the exchange, is severely damaged and need to be replaced. They said it will be done. It never happened.

Telkom keep sending technicians and never do they realize that the same house is having the same problems. Just sending technicians to waste my time and their's as well.

Our internet is going of quite a few times in some days. My wife had very expensive studies to complete but lost interest due to TELKOM! Telkom is costing me a lot of money. I use the internet for my one pleasure and for work. Unfortunately we need telkom for the line otherwise I would long time ago forgotten about them.

No help from telkom.

On the 2nd of January 2018 I reported a fault on my Telkom line. I started messaging Telkom regarding when a technician will come out. They kept on saying that the fault has been escalated. By the 19th of February I could not continue any longer without my internet and I e-mailed a cancellation form to the cancellation email. I received an automated response to say that they will consider the request and will respond after 21 business days! It has been more than 30 days and I have heard nothing! But I have to keep on paying every month! I am so frustrated! Telkom is in breach of their contract! But the customer must keep on paying! I cannot do this anymore! I dont know where to turn to to get a result and finally close of this unpleasant chapter! I even went into the Telkom store and they told me they dont cancel lines there! I have to phone! I have phoned Telkom - too many times to remember! Please can someone get in touch with me so that I can cancel this line and be done with it! I can't afford to pay this every month and I don't have service! I want to please just cancel!

3 March 2018 I logged a fault [protected] landline not working and Telkom poll fell over in my yard on the neighbor's roof.

I am phoning daily to follow up on my own expense from my cell phone

I was given technical error number [protected] and promised that the technical team will come to my house and fix the poll and the error on the landline.

Yesterday Thursday 22 March 2018 Sibongile Team Leader said this will be solved by end of the day

Today is Friday 23 March 2018 nobody from Telkom phoned me or was at my place to fix the problem

As a very loyal client of Telkom for more than 30years I regard this as very poor service from Telkom and will definitely take further steps for inconvenience caused to me and my family

Trust this matter will not be taken lightly and regard as extremely serious and I will definitely request compensation from Telkom for inconvenience caused during the period that the line was off.

Regards
Mrs Langley
[protected]

After numerous calls made to Telkom about a faulty line that still hasn't been fixed after a month, I just think it's really pathetic and very unprofessional of Telkom to say that the line has been fixed when in fact there was no Telkom Technical guy even there to test the line! Please enlighten me Telkom how on earth would you know this and even have the nerve to send a customer such a msg when in fact there was no technical guy on the premises?!?. Seriously how many daily phone calls do you want, customers begging for services?. And not what paying customers for that matter!. Time for Telkom to start taking care of their customers because of what I have seen, read Telkom is not very popular!. Seriously enough is enough!

hi

im experiencing problems with my contract .im about to upgrade, I have being paying my normal montly bill an now all of a sudden I get a bill for 300 extra. when I took my contract I told them to cap it an it was done .now someone uncapped it so I have to pay more fees .this is really poor service, please someone contact on [protected]

[protected]@hyundai.co.za

urgently

thank

In August 2017 I took a monthly (10GB day plus 10GB night) data contract with Telkom. All was good till the month of March 2018. Within the first 3 days of the month all the daytime 10GB data was gone. I called Telkom on the 4th of March to inquire about the data and I was told that the data was consumed in the following manner 5GB on the 1st at midnight, 2, 5GB on the 2nd at midnight and the last 2, 5GB on the 3rd also at midnight. I was asked if I had anything that automatically updates connected and my response was, no. to which I mentioned to the call centre agent that, it was impossible for 5GB to be used in one minute and that if the data was consumed at midnight, then it should have consumed the night-time data. He then changed the story to say that it seems that their system did not record the data usage log and that he will log the query with the back office for an investigation (ref. no.: [protected]). All this happened with no device connected to the router. He then told me that their turnaround time is 72 working hour (which on its own is ridiculous), that is nine working days.

On the 21st of March I got a message saying that the case has been closed and I was e-mailed a call log (which I have attached). The call loge indicates that even after data was depleted on the 4th, there was a continued daily usage. This is despite having being told that the data ran-out on the 4th of March. To make matters worse no-one is at the house after 07:00 in the morning.

I need help with the following:

1. A data log that makes sense (my 10GB allocation ran out on the 4th (according to Telkom), but consumption continues daily during day time, how is this possible?)
2. The exact time when the data on the 4th was used. Other days have exact times but the [protected] on the 4th just shows time as 05-03-2018 00:00:00

I physically went into Telkom Woodlands branch to close my account and pay All outstanding monies. Now 5 month's later i'm still receiving a bill which escalates monthly. I have contacted the Telkom online service and used the "chat to an agent" feature and explained my situation. The Telkom agent sent me her e-mail address and I forwarded the cancellation page which shows date and account being physically closed, she said she'll forward to her manager. That was the last i heard from her, the issue still not resolved although I have proof on black and white that the account was closed, what other options do I have?

Account [protected] - cancellation of ADSL / Retention of fixed line number. Have logged numerous requests since November, to cancel my ADSL line, but just no logging of any complaint despite receipt acknowledgements by the following respondents:

Respondents are Ann Dunn
Senior Associate - SMBS Inbound
Tel: 10213
Email:[protected]@telkom.co.za

[protected]@telkom.co.za

[protected]@telkom.co.za

Somebody bought a cell phone for the 5 time on my identity at Telkom. I followed the procedure by make an affidavit at Wierdapark Police station.
I sent the complaint to [protected]@telkom.co.za. Telkom did not solve the problem. I was blacklisted by Telkom. I registered at Transunion. My ref.[protected] at Telkom. My ref at Transunion:TU20171215-00416-01. Transunion said that if Telkom did not answer them back within a month, I will automatically be removed from the blacklist. That did not happened. I revered the case to the Ombudsman ref. C10/180202/35464. He can also not solve the problem. I belong to legalex and spoke to the on 19-03-2018, but they could also not give me advise.

No service from anybody what so ever. No wander Julius get so angry.

I have palce an order on 12 February 2018 and to date (17 March 2018) have not received my order. there have now been 2 dishonored appointments, Namely 20 February 2018 and 15 March 2018. I have made several calls to 10213 with no commitments to undertakings made and no assistance. Even the managers there have failed to honor there commitments I have lost R12000, 00 for the days that I have not been able to work due to appointments and now they say they can only assist on 26 March 2018. This is unacceptable and they will most probably not honor same again.

I have been a client of telkom for some time and I feel that that is the problem. You just don't want my business anymore

I reported a line out of order on 26/02/2018 (ref. [protected]) which was reinstated but the line was crackling. I again reported this problem on 02/03/2018 (ref. [protected]) and tried following up continually but could not hear the consultant. Despite eventually getting through to the communication call Centre, about allocating the job and resetting the Internet, the line is still the same and has not been attended to-date.

A Telkom technician, worked in the manhole in front of my house on Saturday the 10th of March 2018, after he left I noticed my Fibre line was down, and immediately logged a call with Telkom at 10210.

It is a week further, and only promise upon promise upon promise, and not resolution to the problem.

Can this be resolved asap...I pay for this service!

Good Morning Anastasia

I trust this email finds you well.

I have been experiencing continuous billing issues since I have joined with Telkom as my choice of service provider. I would like to inform you that I have attempted to try and resolve some of these issues by engaging with the consultants, call centre agents and Yvette the manager at the Clearwater store, however the core problem of this still seems to be overlooked and I as the customer made out to feel as if all this is my problem.

I do feel that Yvette has shown an incompetent level of management in trying to actually resolve the real problem, every issue I tried to discuss and resolve was directed as "you must have done something, and therefore you liable for the cost". There has been inconsistent billing on my account and charges for additional usage that I have no idea how and what has incurred this usage, I don't mind paying for something if I understand and if this was due to any of my actions.

The original amounts I was aware of and agreed to you are as follows for a 24 month contract:

Huawei Mate 10 Pro = R699.00
Wi Fi router Big Deal (December 2017) = R369.00 (this was for 80GB pm, 20 + 20GB anytime and 20 + 20GB night surfer)
Huawei P9 Lite = R199.00 (with an additional spend limit of R50)
Huawei Watch 2 = R50.00

All spend limits were put onto R0.01 according to the consultant and system. (December 2017)

The total amount I was happy with and agreed to is = R1317.00 if the additional spend limit is used to the max the amount should be = R1367.00

The amounts I was aware of and did not agree to are as follows for a 24 month contract:

Please see attached my invoices since Dec 2017 - March 2018, the amounts have never been consistent with what has been agreed to and what I signed up for.

the consultant attempted to correct the Wi Fi big deal today as the consultant who assisted me gave me the incorrect deal on the day which should be anytime between 01 Dec - 05 Dec 2017 when I took up the product.
The product given was only a 20GB anytime and 20G night surfer, charging me R479.00 pm. This amount I have paid over a period of 3 months already costing me more than R330 more than what I should've been paying, which is R369.00 pm.

The contract and device I asked to be cancelled in November had not been cancelled and these charges continued for a period of 3months charging me R107.50 pm x 3 = R322.50, Huawei P9 (I requested cancellation of this device on the 1st November) this was not done until today the 15th March 2018, a case was logged to cancel this contract. I have been paying for this over 3 months and have not used this device or Sim card.

Additional usage charge to an amount of R500.00 in total, this was describe as a charge that took place on the 24th January 2018 at 15:20:41 until the 25th January 2018 00:00:00, I can't understand how roaming was the result or the cause of this charge. The data used on this period was 1.64 GB and the charge for this was R456.04, this means I paid a R228.02 per GB. What was the real cause of this usage? How can you link this back to roaming?. Today when I requested to check my spend limits again, apparently the system defaulted back to an amount of R500.00 for my cell contract after this was already done in December 2017.

I have noticed there seems to be a lot of human error and system error that is the result of all the problems and putting me in a negative financial position as I have not committed to amounts that exceed R1367.00. I also have never ever had a good client experience when visiting the Telkom branch at Clearwater, it would've also been nice if my parking ticket would've been paid for after spending 4 hours in the store. The time I wasted in the store can never be regained, it cost me almost a full day out of the office.

It would have been very satisfying if Telkom as a whole actually took the time to empower their staff (especially management) in a way that they can solve problems and deliver a great customer experience, and not find the easy way out to blame customers for what seems to be very technical for them to explain or understand and leave us as customers unsure about what is going to happen next and more frustrated.

Please will you advise with regards to how I will be reimbursed for the amounts I paid additional to what I agreed to as this has impacted in a negative financial way.

I await you speedy response, thank you in advance!

Best Regards,

David Dickson

Line not working: Phone nr [protected]

Fault nr: 114CRZ170218
Excalation nr : 1081974
Fault nr: 18382

This line is out of service for more than a month every time we have different stories. Now your call center manager stated that the cable will not be restored we must go cordless. Well this is unacceptable my parents is pensioners living on government pension and they can not afford this. How are you helping your client and members of the public.

My uncle of 80 years was forced in to the same situation and guess what his phone was hit by lightning and Telkom expects him to pay more than R1000-00 for a new devise. This is ripping off the elderly, poor and disadvantage people of our land.

We want the cable and our services restored.

Please phone me on [protected].

Kind Regards
Janna Brown

We recently changed and upgraded our 2 meg line to a 4 meg line and also renewed our Contract for another 2 years with telkom. From the day of purchase till to date which was two weeks ago the Modem did not work, with numerous calls and time wasted on waiting for call to be answered, the problems was not solved, after 2 weeks a technician found out that it was the Modem which was faulty from new, upon approaching telkom in Richards Bay Mall to exchange my unit because it does not work, they said they will have to take it in for repairs and why didn't I bring it in earlier (within 7 days ) it took 2 weeks for telkom to identify the problem firstly. My concern was that I was given a Modem that was not working, and I was told in order to sort this problem quickly I need to buy another Modem (ludicrous). telkom was too quick to renew my contract for another 2 years but no remorse of selling a modem which did not work and i am currently paying for a service that i am not using.

We lost our internet connection on the 20 february 2018. Reported the fault on the 22 february to telkom and got this ref:13ctk 220218 and we were told the line will be fixed soon. That did not happen. I phoned for a progress report on monday 26 february 2018 and was informed by a call centre consultant that they conducted test and find a fault in our area, and given an escallation ref no.1083185. But to date the line is not fixed and this is having a negative impact in our business. Please help!

I ordered an ADSL line on 1st February 2018.
I received an SMS late on 4th February telling me to be at the address from 08h00 to 16h00 for installation. I replied that I need advance warning as I am not at the premises normally and have an office to run at a different address.
On 5th February I called to confirm the above and asked that an appointment must be made for installation.
I did not hear back. I called again on 8th and 14th February. On the 14th I talked to one Lwazi who gave me a reference number: 1075892 and who told me the order was escalated.
I sent an e-mail on 1st March to [protected]@telkom.co.za
On 5th March Akhonathi from Telkom called me and asked me to be a little patient. She will take up the problem. She gave me another reference number: 341477
Up to date no response whatsoever.
I sent another e-mail today.
I want to cancel the order. This service will never be properly maintained if they cannot even install the service.
Hannelie du Plessis

I called Customer Services to request for my contract to be cancelled back in November last year. I was asked to complete a form, which I did and sent it to the cancellation team. I got a reply to say it will take 21 days. What happened next, I got a bill the contract was not cancelled.
I called again spoke to a lady, and told her I asked for the contract to be cancelled. I was sent a text with a link, this took me to the website. Why I don't know. I got a text again in January and guess what it's a BILL by now the amount has doubled. I'm fuming now because how hard is it to cancel a contract. I called the Customer Service AGAIN on 31 January, this is now the third call, I spoke to Tyrone Scott, he sounded very keen to help, he asked me to forward the emails and form to his email address which I did, he told me he would have his manager sort it out. Me thinking this is now going to happen and I don't need to stress about it any longer . Days has passed and I did not hear from Tyron nor any automated response. To my surprise I got another bill the amount is now more. I emailed Tyrone again on the 15 February for feedback and to date no response at all. My number is now disconnected leaving me with no phone, what do I do in a case of an emergency. I called Customer Service again this is probably the 6th contact I've made, I've lost count already. I spoke to Sibusisiwe Nyuswa, she told me the processed has changed the contract will be cancelled in 24hours, I told her I am not going to the pay thr bill, as I have requested to cancel the contract and all I got was failed promises, she told me if the services was used I have to pay, how dare she tell me that when my request was not honoured the first time around. How does one use a phone with no service, the phone will be useless. I am so disgusted in the level of service I have received and being with the network so long. All I ask is for my contract to be cancelled and I'm not paying any bill.

I ordered tithe January deal with free lit box router Andre wifi extender.

I called number of times to follow up my order but no success. They even advised me to go to a store. The store said we can't track orders or give you stock. I complained numbers of times but telkom turned blind eye to me. It is absolutely ridiculous to wait two months for an order. Telkom is the worse with customer service. Every time I call to track order I hold on for about 30 minutes. Telkom jack up tot service.