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Telkom SA SOC / voice line fault - no resolution

Cape Town, South Africa
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21 November 2016: logged an ADSL fault. A technician came out while our domestic was at home. When we got home from work, we noted that the fault had not been resolved. We called customer service, and were advised to get a new router.
28 November 2016: purchased a new router, which seemed to sort out the problem. Unfortunately a day later we noted that our voiceline was dead and we had no internet. We reported the fault.
30 November 2016: got an SMS saying that Shumeez had attended to our service. However our fault was still not fixed. We called customer service again, and was told the problem was outside.
2 December 2016: Brent came out and replaced the connection between line and modem (which had already been replaced on 28 Nov with the new router). When we came home from work, we discovered that our voiceline was still dead.
8 December 2016: called and logged the fault with Nkanyiso Mnqobi.
19 December: got an SMS saying that the fault had been fixed. However at this stage only the ADSL line was fixed, and we still had no voiceline. We then called customer service again and spoke to Latoyo Ncube, who gave us Ref no 532CWK191216, and said she would escalate the fault.
20 December 2016: got a call from Darren (from data testing) to confirm that the ADSL line was fixed, and said he would contact the technicians to come out to fix the voiceline.
23 December 2016: the fault had still not been fixed, so we called customer service and spoke to Neo Pertunia, who again said she would escalate the fault, and contact the technicians.
31 December 2016: still no one had come out and our voiceline was still not working, but we got an SMS saying Shaun had attended to our service. We then called customer service and spoke to Tarryn, who again said she would escalate the fault, and contact the technicians.
28 January 2017: no one has come out and our voiceline is still dead.

Despite the fault not being repaired we have been sent a bill for both December and January. We will pay the R275.44 per month for the ADSL line and 40GB softcap, but not for the R 165.79 + R8.64 per month for the landline and call answer, as we did not have this service.

We would also like our voiceline to be fixed ASAP.

Telkom SA SOC
Telkom SA SOC

Es
Jan 28, 2017

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