Telkom SA SOCno internet service, no help

S Nov 15, 2018
This review was posted by
a verified customer
Verified customer

REF: F272246
Telephone: [protected]
Address: 7 Erna Street, Observatory
November 15, 2018

Telkom Customer Complaint

To whom it may concern,

On Wednesday the 7th of November, 2018, our internet connection was lost at 7 Erna Street, Observatory.
It is Thursday the 15th of November, 2018 and we still have no internet connection.
More than one week of productive business has been lost because of the lack of internet connection. With 3 residents in our household who are self-employed/ business-owners, and spend considerable time at the residence - this has been a major inconvenience.
As long-term paying customers of Telkom we find the service we have received in the last week appalling.
Our landlords have been Telkom customers for years, and this has happened on multiple occasions, however in the last 7 days we have received the worst customer service (or rather, lack thereof) from this company.
On Thursday the 8th of November, 2018, the morning after the fault began, our landlord, Mr Michael Hough, reported the fault to Telkom. He was told by a consultant that the fault could not be picked up and that perhaps it was an issue with Vumatel - the fibre provider.
Mr Hough, though not convinced with the consultant's response, proceeded to contact Vumatel and described the fault: visible internet connectivity with no active connection. A representative of Vumatel concluded that the fault would, in fact, be with Telkom, as they are the internet service provider - an obvious conclusion.
Since then, Mr Hough has called Telkom Customer Care multiple times a day, every day and absolutely no progress has been made. He was given a reference number and repeatedly told that a technician would be sent out. One week has passed and a technician has not arrived. Using the same reference number on every call he is met with EXACTLY the same responses.
Under the Consumer Protection Act, you may not be charged for services not delivered, or services not delivered as they were advertised. This is a clear example of how Telkom is going against the CPA in the name of profit.
We demand that we be compensated for the money and connectivity lost during this period.
We demand that we incur zero charges for repair of the said fault.
And we demand that Telkom take complete responsibility to fix and prevent this issue in the future at all costs.

The Residents of 7 Erna Street, Observatory,
Michael Hough & Elna Hough
Sankara Gibbs & Daouda Lido

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