Telkom SA SOC
reviews and complaints

Our business landline has been cut-off due to cable theft for the past 3 weeks. We were then advised to change to wireless. A consultant from the Gateway branch has sent through the request to activate fault forward facility in the meantime, also to cancel ADSL, and I would need to cancel the uncapped online.I have requested for the account to be linked online to do the cancellations, but to date haven't had an agent verify the details. I have called 10217, opt1, I was transferred to 4 different departments, each of which said they were transferring my to the correct department or to the manager. 1, 5 hours later I still have no resolution.My clients have not been able to contact us in the interim and therefore a loss of income. In the meantime, can the FAULT FORWARD request be activated so that our clients have an alternate number to call us on.I am also still waiting for a credit of R500 for an error on my Telkom cell contract from June this year...Really tired of this bad service.

Good day,

This is the fourth Dispute I've logged since requesting my Telkom services cancelled.
Every time I call I'm faced with arrogance and accusation of lying.
Last month (July) the Telkom Agent said I will get my last invoice stating the R700 deposit due to me and the R38 due to me.
The same agent advised that I will be contacted by Billing to arrange for all of the money owed to me to be refunded to me.
Today I called and was faced with pure arrogance and resistance from what I believe an agent was pretending to be a team leader and stating that he gets managed and that team leaders are not there to talk to previous customers.

I have names of the so called agent, the name of the so called team leader and the name of the apparent manager of day shift team leaders.

This has been going on since April.

Number in question [protected].

I will be contacting the escalation matrix of Telkom and hope you come back to me with an expedited resolution - with no lies.

[protected] (deposit) initially disputed
[protected] (Last month R38) dispute
[protected] (R38 and escalation of R700 deposit) as per agent logging.
Latest dispute [protected]

I want to have a contact to speak to that will listen to my calls to your so called support center as well as take those agents and train them properly, not to talk over the customer, to listen and make appropriate notes and advise in truth what the customer can expect. Not change their story every time a customer calls in.

Latest call with yet another dispute.
Your case number is [protected] (dispute for deposit)
Likho Tshefu - Agent
Blom Mzoxolo - Team Leader
Yongama Mtwa - Manager of day shift team leaders.

I will have to take this further until someone comes back with my R700 and my R38 that has been owing to me since cancelling Telkom voice line services.

I wonder if there will be feedback on this.

i have been attempting to cancel my telkom voice line since 27 april. the telkom website claimed that i needed 30 days notice, so i made the cancellation valid from the end of may. since 01 june, i have been phoning 10120 to find out why my line hasn't been cancelled on average once a week

at first they simply claimed that my adsl line was still active, but i had received confirmation from my isp that it was cancelled. my request for cancellation was repeatedly closed, and i had to have it reopened every time i called. i was also given a variety of other reasons why my line had not been cancelled, all of which were contradicted by other employees during subsequent calls

i have been asked to forward the confirmation of the adsl cancellation multiple times. i have also been asked to fill out the cancellation form, multiple times

i have been able to deduce that there is likely a problem with their system, which made the isp believe that the adsl line was successfully cancelled. however, it incorrectly reports to telkom that it is still active. however, not one single telkom employee made an effort to look into this. it appears that they prefer to simply close the issue raised, so that they needed put themselves out

i just want my voice line cancelled, so i no longer have to deal with telkom

I have had an unlimited voice&data mobile account since 2011. On the 15/03 2018, I applied for international roaming as I traveled to the UK for 2 weeks. After the application I recieved an email with set up instructions for when I arrive there and when I come back. Despite have elected for both voice & data roaming, I only had voice for the duration of the trip. The numbers provided for customer care never when through and I gave up trying to call Telkom to assist. Upon my return I changed back my setting as indicated in the email.in the following month I recieved a bill of R20, 000 despite having put a spend limit of R10, 000. I called customer care who threw me from post to pillar and then later told me that I was liable. I insisted that the matter be escalated which was done after a number of phone calls. (Case Number: [protected]). The real issue is since March 2018, my monthly bill has been triple what I signed for at contracting stage. To date the over payments amount to about R10, 000. I have made numerous calls to the call Centre which has not been much help and they all said I'm liable for roaming and each time I have explained that there is no international roaming deactivation instructions on the email I recieved with my application. I asked for the matter to be escalated and I was told to deactivate the roaming at the Telkom shop. I went to 2 different shops in Secunda and Witbank in Mpumalanga and the staff at both had no clue how this should be done and who should do it. I called back the call Centre and told them the problem and I was told to fill in the same form I submitted for the application. Strange enough there is no where on the form where one can deactivate international roaming. I submitted it anywhere to try and stop the triple deductions. Last month July I then stopped the triple sections on my account awaiting the finalization of the matter but Telkom went on and deactivated my account and threaten to hand over account to attorneys. I am really concerned that I should be charge 3 times what the contract stipulated and there is the general attitude to blame me for omissions and shear incompetence at Telkom.

We have had a cable fault for three months on our lines.
*Every time we phone, all they say is "Your problem is linked to a cable fault"
*These five lines have worked on and off since the cable was re-joined
*We are an old age home and the telephone is the only form of communication with
local and overseas family
* No updates on progress
* Every time we phone, the consultants tell us the same story and will not let me speak
to a supervisor
*Today the consultant put the phone down when I requested to speak to somebody in
charge

I've been running tests on Telkom's Uncapped LTE Package for a few weeks and I found that I get throttled to less than 1Mb/s during "peak times". This is before I even remotely reach the "AUP" or "FUP" or whatever they want to call it.

Today is the 8th of August 2018 - 1 week into the month. I have reached 31GB (Total download & upload all included) but between 6pm and 12am on weekdays and just about all hours over weekends I get throttled to 1Mbps or less.

This happens every month from the 1st day of the month and has been happening for the last few months.

During other hours my speed is around 22Mbps download / 7Mbps upload but every day at around 6pm it goes down to almost nothing.

My complaint is the following:

Like any other normal working person in this country I am only at home between 6pm and 6am of which I'm sleeping 70% of this time. This leaves me about 4 hours per day (between 6pm and 10pm) with which I can effectively use the internet connection I'm paying for. But most of this time is spent cooking and getting ready for bed which leaves me with let's say an hour per day to watch netflix.

I can't watch Netflix or do anything online if I'm being throttled by my ISP even though I'm not even close to reaching the "AUP" or "FUP" (breach of contract).

I'm sick and tired of Telkom messing everybody around and nothing being done about this - so many people are complaining but what can really be done? It's a monopoly run by the ISP's in this country with no end in sight.

Every time I finally manage to get through to Telkom I get cut off. I'm not spending more of my time trying to resolve this.

All i'm asking for is please give me the service i'm paying for.

I have a friend who is also waiting for his contract to end so he can switch as he is having the exact same issues - just google "Telkom Uncapped LTE Throttling" - most people on this package has the same issue.

I will never support Telkom ever again when my contract is done even if I have to pay double what I'm paying now as long as I'm getting my money's worth.

I'm including 3x screenshots - current data usage as on the 8th of August 2018, This morning's speedtest (22.4Mbps down / 7.19Mbps up) and tonight's speedtest after I managed to connect as it stabilised (1.01Mbps down / 7.5Mbps up).

I can be reached on +[protected]

Dominique Erasmus
Tel: [protected]
Acc: [protected]

I cancelled my MWEB internet package end May 2018 due to Telkom cable theft.
I am now trying to cancel my Telkom line due to the same but Telkom advised me per email that I cannot cancel the line as Mweb has never released the line.
They advised me to contact Mweb and request this once again.
I tried to - with no avail.
After having the phone put down on me after 15minutes each call I spoke to a man who advised that - yes I had phoned to cancel but there is a problem at the wholesale department and he provided me with a number - [protected]
These wholesale people will be able to open the line in order for it to be released so I can cancel it with Telkom.
Well - again that did not work - I got told by the rude woman from Openserve that they do not assist the end user and I must phone Mweb and they should resolve my query.
I then got told that the Telkom line I have been trying to cancel for over a month is suspended thus no one can release the line - WHICH MEANS I must again pay for a line I cannot use just to have it cancelled which is ridiculous.

All I want is for MWEB to release the line so I can have my line cancelled.

Good Day

we have had Telkom internet for many years but for the last year or so, we have been struggling seriously with internet connection. we have reported this to Telkom on a number of occasions and we were informed that we need to replace the router which we then did. only to find out that we are still experiencing the very same problems. we are paying R700 per month for a service we rarely get. the internet is more off than on and there would go days past that we don't have any internet/wifi.
Furthermore is it absolutely ridiculous that one have to stay on a line waiting for a consultant to speak to via phone for 20 minutes at a time just to try and report a fault.
i don't think it is fair that we don't get the service we are paying for and would like this matter to be resolved in order for us to access the internet.
Etienne Kitching ([protected])

To whom it may concern,

its been about 4 weeks since i went in to pay for my telkom internet installation..

I paid an amount of r700.00 at one of the stores

i have not heard anything from your franchise since then!
i am really annoyed and irritated at the lack of service delivery,
hence driving two nights in a row, to that specific branch because i finish work late and could not make it for the other stores nearby

i need it installed within the next few days or ill have to find another isp.

My details as follows
christopher visser
id : no [protected]

please attend a.S.A.P

kind regards c.Visser

We cancelled our fibre line with Telkom by means of the correct procedure on 19 September 2017. We received the automated reply which stated that it will be attended to in 21 business days. Nothing was done and Telkom kept debiting our account with the monthly fee for several months after and even continued to do so after the service was eventually stopped. I have spent hours on the phone with numerous call centre agents, have a ton of reference and dispute numbers and still no resolution. We are owed in excess of R2000.

Ive order a ADSL line with a router from telkom and I have never been called about it. Ive tried to call the customer line 10213 but I used R90 airtime and havent spoken to a consultant yet. Ive send facebook messages but still no reply to my messages. The order was placed on the 18th of August and my track number is 269574649A. My sister who order after me already got her line for 2weeks now.

I have also been unsuccesful in cancelling my Telkom line since May 2018.. Cancelled online Ref [protected]
Response is "we are busy investigating cause of the problem".. Followed up on the 18th June 2018 told by Lindelwa Febana that my account will be credited pro rata for the monthly rental charged. Received an email stating case closed.. Yet charged for another month rental, followed up with the call centre today, 6th August 2018 Xolelwa Plaatjie stating that case is closed NOT ACTIONED.. So 2 months additional rental costs incurred..Do not even attempt trying to get a new service as orders do not get processed, no reply to emails and branch staff refuse to answer telephone calls.. Fourways crossing..

I don't even know why I am bothering submitting a complaint as Telkom is totally useless in handling customer complaints. On 1 June 2018, I submitted an application for Telkom's 20MB uncapped ADSL package with a 24 month contract. Up till today, NO installation or anything. I have phoned the Technical department, sales, even billing, but the story stays the same. The application is with their IT department. And there is NO number or contact for that department.

I have phoned telkom and nothing has happend.My line has been down two weeks . We phoned telkom in week one they arived and nothing . We phoned them over and over again and nothing happend. They end up coming out looking at the line and say the would come tomorrow to fix it.And what you know they never showed up to fix .How long must a person wait.Telkom has pathetic services . What am i paying for?

We have been battling with Telkom and their consultants as well as host master since last year August.
This is an on going battle phoning them at least once a day. No one is trained or qualified or prepared to assist you are transferring your call to a higher authority to sort out our problem once and for all.
We asked the question; " why are our domain zafdist emails not being received from our clients but yet when we ask our clients to forward the mails to the Telkom sa domain then we receive the emails." This has caused loss of revenue. We changed over to the Fibre network and this has in fact escalated our internet problem. Can someone contact us with regards to this before we decide to change service providers. We are fed up... The consultants say they cannot pick up a problem on their side however we still have a problem on our side. [protected].Surely there must be a Regional Manager who knows her/his job..We have sent proof of customer emails to host master. Xolile could not help us... no response further

So our wifi is not working for the past 4 days...we complained about it to telkom on the second day they said they will sort the issue out. So anyway we foned like mayb over 20 tyms to find out wat is da status of the complaint and we kept on getting the same answer over and over again. Its in testing and a technician will b allocated to us...so my point is if its in testing for 3 days surely telkom shud know dat something is definately wrong and send a technician but to date dey havent done so...we are so tired of fonning telkom dat we really jus want to cancel our contract with them. This is totally ridiculous. It is so frustating bcoz to take their payments dey are so quick but delivering a service the fail completely. I dont know what else to do

I am trying to apply for a adsl line for my home. I did the 10213 route and was told that there is no adsl in my area. Where i work we have adsl my neighbours have adsl.
The map they have on Telkom website is not correct. Who did i scream at to have this rectified so that i can have my adsl (its more money for you Telkom just saying)
I live in Hluhluwe

My Name is Nizaam Campbell, ID: [protected], Telkom number: [protected]. Telkom Account : [protected]. Telkom is a bunch of fraudsters and trains their staff to steal from consumers, I signed a "Month to month" agreement with Telkom in Sep 2016 for 20GB For R299 a month, I been paying and receiving my data every month, In January 2018 I got retrenched from work, and could no longer pay, I was not stressed as i know it is a month to month contract and can cancel anytime, , Keep in mind the data does not accumulate, if you dont use in that month, its gone
In March 2017 I tried to cancel at a Telkom store, they advised me i can only cancel Online, I tried cancelling Online, But could not as the account is suspended, Time passed, and i get a bill every month. I called the customer care 25/07/2018, wanting to settle my account, thinking it is R299+ Interest, they advised I have to pay R2000, to cancel, as they are allocating data every month to my account, I asked how can you allocate data to my account that i cannot use as my account is suspended, the consultant could not answer me, I asked to speak to someone senior, the consultant told me my manager wont be able to help you and he dropped the phone. so now i cannot cancel, they allocating data to my account that i cannot use as the account is suspended and charging me for it, I am definitely taking this further, Telkom is real crooks, I would suggest anyone stay away, Dont be tricked like i did

ESS Survey (Pty) LTD had an agreement with Telkom for the above services. These services were terminated, in writing in January 2018 with the notice month, February 2018. Since March 2018 money was deducted from our account, it was addressed by visiting the Teklom shop in Middelburg Mall. April 2018 the same happened and it was addressed again at the same shop. May 2018 as well as June 2018 money was deductedand both times it was addressed at the same shop, time consuming but with no results. the last time I was given a reference number, [protected], and Telkom owed our company R3482, 90. July the deduction AGAIN went through and I am not going to spend any more time at Telkom shop, as it is a waste of time.
I have no other other choice now to go Hello Peter and the Ombudsman.
please advise of any action from your side to refund my company and cancel the deduction.

I requested a relocation of my internet line in the beginning of June. I spoke to Mr Pegram, and he informed me that the line and internet will be installed and working by the 29th of June, I will have no breaks in service. The 29th of June came and went, Nothing was done. On the second of July I called Telkom and spoke to another call agent, she gave me a tracking number and informed me that there is an error and they are fixing it. During this time I called almost once every week in July to find out what is happening and I kept getting told that my order is with the technician, they can escalate the issue for me. Last week I called again spoke to a different call agent he informed me that the query should never been sent to a technician but to the IT department. I was angry cause I have been waiting 2 months for Telkom to install my line and my internet at my new location. I was told to call in 48 hours to query it once again that was on Monday the 30th of July 2018. I did this and now I was told the IT department hasn't done anything please be patient they will get someone to call me the next morning...no one called me! I called later that afternoon (Tuesday the 31st of July) I spoke to a different call agent, he informed me that my line is at the cable department...it can take another month before something is done! this is ridiculous I have waited 2 months for Telkom to install my line and internet and now I'm being told I have to wait another month. I have been a customer with you for more that 10 years and this is how you treat me! I am disgusted. Reference numbers I received are : [protected], 254138591A, numerous escalation numbers. My line number is [protected], My name is Paul-Jacques Jollivet.