Telkom SA SOC
reviews and complaints

I logged a call with Telkom on 17th July 2017. A technician had called saying that they will arrange for another technician to come in on Saturday (22nd July) when I was available at home. No technician came on Saturday or Sunday even after my call to the call center on 22nd. Up until now (28th July) my line still has not been sorted out. This is completely frustrating and shows the incompetency of people.

Good day,

I've been having downtime issues for the last few months now and numerous calls have been logged. The last I have is since 28 June when I logged a call and is still not resolved. I received an SMS to pay my account for services that I have not been able to use.

I have an ADSL line and it seems that the call is with the Lenasia group/technical department. Everyday when I call the response is that they are aware of the issue and will be resolve asap. My kids are studying from home and the internet place an important part. I cant upload my clients photos or ordering photo books/albums. I now have to make use of my MNT data card which is costing me extra money due to the issue with my Telkom ADSL connectivity.

I required to upgrade to the special offer currently running until end July'17. I went to one of the telkom franchise stores and was willing to pay the R800.00 to upgrade but when they concluded that I need to pay for the balance of the devise, I had to bring to their attention that I was in possession of own device and never received one from telkom thus all along for a year I have been paying for a device which I never received and also don't have a signed contract for the current account running (my previous contract expired and they out of their own increased my payment thus my reason for contacting them as I refused to pay more without consultation. This was the reason for the new current running account i.e. 12 mths now). For two weeks now I have unsuccessfully been waiting on the "relevant" people to contact me to sort out the query so that I may upgrade to the 40gig offer running for July'17. I'm also not given a telephone number or email to contact them myself. How more ridiculous can this get. Talking about getting blood from a rock, this is more like underground movements. The appropriate people are difficult to get in touch with but when they want your business they are easy to find. Please this need to be sorted out as to why am I being charged for a device I never received plus I need to upgrade to the 40gig special before it expires end July'17

I applied for their uncapped Wifi deal of R599 per month. The deal included the router, installation and a Wifi extender. Up till now, I did not receive the extender which is much needed because the signal is very weak in certain areas of my house. I found the sales department with no result. I went to the nearest branch, which is Cape Gate, where I was told I must phone the sales department. Which I did. I was told they are out of stock and that they will courier the device. Nothing happened up till now. I phoned again and was told that I don't qualify for the deal because I did not apply during the advertised period of the deal. Which is wrong. I really want this issue to be resolved because I'm paying at the moment for something I did not received.

on saturday morning my internet got slower and slower, eventually my modem died, I replaced it I treid to connect, since then my line has been running at 1mb, someone from telkom came out sunday, told he would be back monday, monday he called said they cant make it, they will come tuesday cause of the rain now it wednesday still running at same speed this is not acceptable I have been patient, and lastly who is going to replace my router as it seems this was scheduled maintenace by telkom without informing anyone, they replaced a cable then didnt even bother to reconnect us to new cable, they still even have the nerve to send me survey to rate thier servce and it still not working, what if i did not have a spare router, this issue needs to be resolved, im paying for this service you are not doing me a favour

My cellphone that I bought from Telkom almost 2 years ago was stolen with a Vodacom simcard inside. I never used the Telkom sim card and I reported the cell phone as stolen and said that it needed to get blacklisted. Everything was silent until about a few months ago when I started getting invoices of exorbitant prices for my account.

At first I thought it was an excess charge of my wifi and when I checked - it wasn't. It was charges from the sim card that I never used. I called several times but I was sent from department to department and all that happened was my airtime on my Vodacom sim card was getting finished.

I then went to the store, they told me to speak some other department on the phone and they would help me. That man told me that my cellphone was never blacklisted and I still had to pay the money because the sim card was still in my name whether I was using it or not. As unfair as that was - I agreed to pay the amount as long as he cancelled the sim card, blacklisted the cell phone and ensured that I would not be charged these amounts anymore. He even gave me a reference number: 148528579A.

A few weeks later I received an email that said I owed money again from this same sim card that was supposedly suspended. I called again and this time I was told that the suspension went through after the sim card was used. And if I wanted to cancel it I had to submit forms to a specific department. I did all those things and I have not heard anything back. Not even a confirmation of receipt email. I paid these prices, even though it was well within my right not to and they are taking advantage of that.

I would like a refund of the money that was taken (extra money - not the money from the stolen cell phone or the Wifi router that I have right now) out of my account for this simcard because I do not use this sim card. It has not been used in over a year and all of a sudden there are charges associated with it? This has to be suspicious even to them. Please help me.

Kind Regards

Davidzo Mashiri

I applied online with Telkom for a 40g wifi deal for the month of July, I did the application on the 14th of July finally when receiving the goods on the 26 of July. The courier it company said that they cannot give me the goods cause Telkom had put on the delivery address and not my physical address, How is that my fault. This was my first time that have taken a contract with Telkom and will be my last, I will not make that mistake again. I had no problems with other networks. If telkom has to go and listen to the recordings you will know that it's no way my fault.

Breakdown of our account:

Jan 2017 Billed by Telkom R 811.00 - Payment made R 820.00
Feb 2017 Billed by Telkom R 577.50 - Payment made None
March 2017 Billed by Telkom R 295.99 - Payment Made R 875.00 (Incl. Feb.)
April 2017 Billed by Telkom R 530.15 - Payment Made None
May 2017 Billed by Telkom R 1385.84 - Payment Made R 1 200.00
June 2017 Billed by Telkom R 1857.95 - Payment Made R 1 000.00 (suspended on 1 July 2017)
July 2017 Billed by Telkom R 2422.75 - Payment pending

In December a call was lodged with Telkom Technical Department to resolve a technical fault, it took Telkom 2 weeks to resolve the issue. Eventually the line was fixed and we informed Telkom that our account needs to be refunded. This was done in Feb. 2016

In March again we lodged a complaint with Telkom Technical Department (dispute number [protected]) as we were off for three weeks again in March and as such refunded in March for the services not received. This was done in March 2016.

On the first of July we were suspended due to non-payment, of which dispute number 1442140 was still not resolved, this dispute was for the reason for the account being very excessive, they contacted us and advised us we were refunded 100% in March and they are now taking the refund back. It was explained to them that they can't do that as we did not receive services from Telkom in March, which Telkom confirmed is correct and they will resolve the matter with the accounts Department.

We followed up on the accounts fault logged with Telkom on the 8th, 14th, 16th, 20th and 21st of June, of which we were informed the account is incorrect and we will be refunded, this does not reflect on the invoices as dated above?

Due to the passing of a family member we paid the R 1000.00 late and confirmed with Telkom on the 19th of July that we will be reconnected after Telkom suspended our line during an account dispute. This matter was never resolved. In actual fact we are still not connected Dispute number 826CNK190717 (Escalated to dispute number 994264).

We have been talking to 50 different people and our line is still off, our account is still incorrect and all Telkom can say is "we need to lodge a query" I cannot lodge any more queries, they are charging my account as we speak even though I do not have the services.

When I spoke to Telkom this morning I was advised they are still going to charge after I was suspended, even though I am not on contract with them and on a month to month basis, I honestly think a company cannot charge you for services not rendered. It is like having a clothing account and being charged for clothes you did not buy?!

I need a Telkom CEO with knowledge of his job to contact me and resolve this issue over the phone today or Hellopeter and Facebook will get this complaint Internationally (Not just locally) spread by 5pm today 26/07/2017!

According to telkom this was done.

On the 02nd week of June 2017, I was called by a Cell direct representative, calling on behalf of Telkom to advise me that my 10 GIG data contract was up for an upgrade and that i had to move to a new package OR cancel, as the one that i was on was going to be discontinued.

I agreed and advised him that i would only upgrade if i could move onto a package that was the same as the one that i am currently on if not more. And if they didnt have what i was looking for i didnt mind cancelling and moving to a different network that had what i was looking for.

The agent advised that he would move me to a 10 GIG ANYTIME DATA CONTRACT PLUS 5 GIGS NIGHT TIME DATA!

THIS WAS ALL A LIE, AND HE DID NOT GIVE ME WHAT WE HAD AGREED ON. Instead he proceeded to put me onto a:

5 GIG ANYTIME DATA

5 GIG WIFI

5 GIG NIGHT TIME DATA...

I DID NOT ASK FOR THIS PRODUCT. When i called the call centres on the 19th of June, 07th of July, 21 of July, no one wanted to help me and i was told i am on my own!. I wrote this complaint on "Hello Peter" and all i was given was a case numbers [protected] & AI 283 7261) and not even the decency of a call from them to find out what happened.

I am truly displeased, is this what network businesses do now to get sells BY SELLING THEIR CLIENTS PRODUCTS THEY DID NOT ASK FOR?HOW DISHOUNOUREABLE OF YOU! I feel robbed and i dont want to pay for a product i did not ask for!

Good day.

My account: [protected]

Line no: [protected]

I am very unhappy with the service I get from Telkom SA Mobile. No office that you can go too and show the proof. My account is in dispute for the 3de time.
This is how I made my payments for the last year.

31 Jun 2016 R400
30 Aug 2016 R400
25 Oct 2016 R400
18 Nov 2016 R400
26 Nov 2016 R415
27 Des 2016 R400
31 Jan 2017 R400
25 Feb 2017 R410
29 Mar 2017 R410
30 Apr 2017 R410
25 May 2017 R410
25 Jun 2017 R410
25 Jul 2017 R410

The account was in dispute in Nov 2016, April 2017, and Jul 2017. The statement show that I am behind with a R1000. Every time I send the proof. Nothing was been done.

R200 was added to my account in April because they said they didn't see the payment. In November last year I made a double payment to be in at advances. I am paying more each month as well.

I want results. I am not happy to speak every time to a different person and explain the same thing over and over.

Regards

J J Louw

We have been without a landline for more then a month now. They advised that they cables was stolen and they are working to repair it. On the 20th on the facebook messenger chat I received a message advising that the cables has been repaired and cut-over has been done. They have escalated the matter to a area manager to assign a tech to test the line which still has not been done. Today I call the call center just to be told that they don't know what I am talking about as they can't see any such message on their system ETR is the 28th and no tech has been assigned. So please tell me how is it possible that they one dept doesn't know what the other is doing as it is one company. This is so frustrating as we are encountering additional data charges as we are not able to use or service and Telkom just doesn't give a damn about their clients. They are quick to call if you are behind on payment or quick to debit your account but to restore service to their client they just could give a crap about. The electricity dept is able to repair stolen cables and restore electricity in 24hrs sometimes less but Telkom is so useless they can't even repair stolen cables in more then a month. They agents replying to messages online probably work from a script as you always get the same useless answers.

In March 2017 I had my telephone line changed from copper to fibre, ever since then I have had trouble. On day one when the techs had left I found out that my alarm was not working and was giving a trouble light on the panel indicating that I did not have a line connected. After going through a lot of verifying with my old work colleagues(I was an Telkom employee for 35 years)I managed to find out that a fibre line connected to a DSC panel does not work. Now what do I do ? If the customer call centre agent had taken the time to verify my case and understood the products they are selling this would not have happened.It cost me in the end to get a radio link through the incompetence of the call centre agents.Secondly my service has been down three times. The first it was my Internet that did not take long as I could remotely configure the router . Second time it was my line and router down which took 2 days to repair. Thirdly I reported my line on Thursday the 20th July 2017 I was given Ref no 61cwz220717 and this was repaired same day remotely . On Saturday I picked up the phone to make a phone call to my surprise no line I phoned Saturday and the call centre tried to help me but in vain.I was given another Ref no 388cwz200717 which I was told will be repaired.Tonight the 25th at 7.33 pm I am looking at my cellphone and a message pops up informing me the above reference no was restored, I have had Internet but it is slow but still no line . My wife runs a business from home and she needs the service which she cannot do without. Looks like I am dealing with incompetent people and am not happy with the service and the lack thereof, please get me a person that can assist me in restoring this service immediately as I cannot deal with incompetence.
Waiting on your reply

R Newton

Our phone went dead 10/07/2017.
Landline: [protected]
We lodge a ticket with Telkom. We phoned numerous times for an update, each time getting different responses. A technician came out briefly on the 21st, said he had to check something at another box but will phone back. Nothing happened after that and we've been sitting without a phone for 3 weeks now.

I'm based in Randburg, South Africa.

The day the I took the 'R599 p/m 4mb uncapped promotion' with Telkom they informed me the first month is on them where I won't need to pay, as it was my first ever installed telephone/ADSL line install.

When it came to the billing of the 2nd month, Telkom charged me DOUBLE, so when I asked them about this, since they told me that the first month is on them, they said no Telkom always charge pro rata which was never explained and now wants to put a judgement to my name for not paying me telephone line, after I've told them to cancel and move my line to the pool for my new internet service provider to take over which still has not been done and it's been 3 months now.

TELKOM IS ROBBING CLIENTS AND WILL TAKE YOU TO COURT FOR THIS, SHOULD I GET ANY JUDGEMENT TO MY NAME AFTER I TOLD THEM TO CANCEL. THEY MUST REALLY TAKE THIS MATTER UP SERIOUSLY, AS I'M TIRED OF THEIR LIES AND GAMES.

Ruan Masuret.

I did an online application on 05.01.2017. The incorrect product was delivered a couple of months later. This after numerous phone calls. After enquiring about the correct product I was told it is out of stock. I requested to have my online purchase cancelled. In the meantime I was billed and money taken twice from my bank account. After numerous calls I was told to complete a cancellation form. Up to today I have received no confirmation that this matter has been resolved and that all incorrect amount reversed. The last bill was for R1400 for a product I never received.

The problem is at our address: 12 Oleander street in Edleen Kempton Park.
In our back garden is a Wooden Telkom Pole that is so skew and one of these days it will fall and cause a lot of damage.

We have reported this more than once but absolutely nothing gets done. What is the problem? It is not our pole and we need the problem solved.

I can be contacted on [protected] or my husband Bert on [protected].

We are so tired of complaining to Telkom and getting ignored.

Please help.

Julia Reynolds

I paid (a year ago) my Telkom account, as I was cancelling the service and moving away. I paid in Rosebank, which was unusual because I always paid on Internet banking prior to this. I have sent proof of payment over 30 times, since then. They never receive it, and now they have blacklisted me. Please let me know a way out of this ridiculous situation.

It has been several months that I am experiencing problems with my Internet access at home. I am using a 2mb per second uncapped DSL line with a wifi router.

I am struggling to get a stable connection, if I am lucky enough to get a connection. The line speed is pathetic. If I am lucky I get to download at 200kb per second.

Most of the times I am Evan unable just to download my emails, it cant connect, although it shows that I am connected.

I have registered my complain several times with Telkom, and every time they just send me a message that the problem has been resolved, but there is absolutely no differance in my connection.

Who has advice? What can I do?

have reached out to Telkom time and time again in the last week with a simple add on service, Each I call I am put from department to department, repeating the same thing to each assistance. I spoke to a manger by the name of Shedeen who in turn has a technician to assist with a simple query that still has not been resolved.
Bellow is the response I got from the Facebook page and the complaints email address

Let me give you an indication of whats going on (Ref number: [protected]) I have a contract number with telkom, [protected], On this contract I have unlimited calls to landline numbers which I pay R30.00 per number. On Wednesday I contacted the Chatline on Wednesday, 12 July 2017 and was assisted by a lady called Ntabisang. I requested to have the [protected] number deleted and to make sure the other number [protected]) is still active as it is a rather important number. She said that she will do exactly as I have requested. I receive a message a minute thereafter notifying me that she had deleted both numbers.

So the next day I contacted the call center and requested to add the deleted number as a value added service, only to be told that they can not assist me because [protected] is not a telkom number. What the heck... Its been a telkom number for the last 15 years and my parents are billed my telkom each month. I was told to then call the sales residential department only to be told that they can not assist me because it is also a mobile query. Today I spoke to Therelyn from the technical department and she confirmed that the number i required to be added on as a VAS service is indeed a line line number that has been migrated to a new system. I call in every single day only to end the call half an hour later with no help or solution to my query.Please is there anybody in telkom that is willing to take my query serious, you guys are unreal. This is the response I receive when I email the complaints departments :
[protected]@telkom.co.za
The recipient's mailbox is full and can't accept new messages at this stage. Message therefore not delivered. Please try resending this message later. [Telkom SA SOC Limited. Registration nr : 1991/005476/30]

I don't think you have enough letters for me to state my complaint. I have had endless problems with intermittent ADSL, no landline and the latest being a month without landline service. There will be a technician and then nothing, no communication, no follow ups nothing. I am so tired. I have been fighting with Telkom for 3 years now. I have exhausted my mobile data trying to contact someone to help to no avail. I need assistance please..