Telkom SA SOC
reviews and complaints

Never have I had such a bad experience with a network cellc is better and they are pretty bad you hardly have coverage its always service limeted sumtimes for 3 days I now am struggling again with no internet its pathetic you pay for nothing cant even use the network properly I am really gonna change networks I changed to you cause it was said ure the best I beg to differ when I had this problem with cellc they were kind enough to give me 2gb data for free for the inconvenience my email is [protected]@gmail.com but I doubt even getting an answer would recommend telkom to no one

Promises, promises... Telkom is quick to advertise the best lte and the best prises... When it comes to service telkom suck big time... Requested lte 4weeks ago.. Current router is unstaible and loose signal every minute... Quick to take payments for a but shot poor service when you have to fix your [censored] going off all the time.. And a person must pay in full every month... Dont you have any shame...? Fix your problems and get up to speed when it comes to customer service... At this moment you guys are pathetic...

Throughout the year we have been experiencing intermittent failure of our internet services. Telkom phoned me when I was back in the country on break to offer a new package. Firstly they refused to give the new phone (pic attached) to my wife but later delivered. then they switch off our internet and upon enquiry we were told that we needed a router. My wife whom I gave POA to transact on my behalf is still struggling to get this unit delivered.
See email correspondence below.

From: Marcus Fredericks
Date: Mon, Oct 28, 2019 at 1:04 PM

In August this year I received a phone call from a consultant offering us a Fixed Line Look Alike WIFI package at no additional cost.

The phone was delivered to our home (see attached pic) and now our internet has been disconnected (ADSL) and the new WIFI needs to be activated.

My wife called in on my behalf since I am based in Zambia and she was advised that we now require a Router for a LCE line.

Kindly assist and advise if my wife (in copy) can transact on my behalf to complete the WIFI installation.

She has a letter in which I have given her Power of Attorney.

Kind regards,

Marcus Fredericks
Site Manager

From: Nella fredericks
Date: Wed, Nov 6, 2019 at 8:42 AM
Subject: Re: MHP Fredericks - a/c no: [protected]
To: 10213

Good day please advise when will the parcel be delivered?

I am leaving to Zambia on the 13th November 2019 and only be back on the 20th December 2019

Regards

Zobia Fredericks

On Mon, 04 Nov 2019, 11:45 10213, wrote:

Good day

Thank you for your email query.

The letter below as well as a certfied copy of your ID and your wife's ID should be available when the courier delivers.

Regards
TelkomSA (Orashnee)

From: Marcus Fredericks
Sent: Thursday, November 7, 2019 1:29 PM
To: '10213@telkom.co.za' ; 'support@telkomsa.net'
Cc: 'Nella fredericks'
Subject: RE: MHP Fredericks - a/c no: [protected]

Dear Telkom Representative,

Kindly note that we are now running out of patience, to the point where I am about to cancel any pending business with Telkom and engage another internet service provider.
We have been paying for a service that is unreliable and when we were engaged to switch to a more reliable package we find so much stumbling blocks along the way.
My family is spending loads of cash on data and Telkom shows no urgency!

Please, we expect Telkom to respond before close of business today.

If my wife is unable to take delivery of the parcel because she is out of the country can our daughter take delivery?
If not then we will definitely cancel our internet package at Telkom and only use the telephone services.

Regards,

MHP Fredericks
[protected]@gmail.com
[protected]@hcmaf.com

On Friday evening 1st November we had an electric storm, my rooter were damaged.

I had to go to my nearest Telkom store and purchase a new rooter on monday, firstly I was not told by customer care that I had to go back to the store to set up my username and password?

The rooter was connected and everything was done step by step later that evening I had to phone again the internet light on the rooter did not show. The lady at the call centre told me that the line and rooter is active but it's not synchronizing a technician will be send out . A fault was logged 341BRK041119 and [protected]. It's thursday and still nothing has been fixed. I told the call centre that I work from home and that I'm losing business because I can't access my mails or work.

Please assist urgently!

I spoke to a Sipho Hlatshwayo he was arrogant rude and refused me access to the manager.
I had spoken to two ladies previously who had advised my contract was now on rolling status and I just needed to submit cancelation for the 30 day period however all of a sudden i can only cancel in December.
The number in question is [protected],
I had asked the vital question to Sipho Hlatshwayo character that if my contract hasn't come to an end and isnt on roll over status then why has my bill changed fron180.70 to 100 and how is it the contract began in August but is still at 22 months, i have repeatedly requested a copy of the contract that was signed at cresta mall but they advised they are unable to provide that, whereas i was under the impression as advised by the people at the cresta shop, that the document are scanned in and available to all employees?
All i want is to cancle this contract amd start the new one i had processed and waiting delivery on.

I also would like Sipho Hlatshwayo's team leader to listen to the call i had with Sipho last week and advise me of the training provided to their agents.

Good day

Today a Telkom representative called me regarding the transfer from landline to LTE.

I asked the representative numerous times whether the LTE was the same as my current package and whether or not I would receive the same amount of data each month. He repeatedly said the contract is unlimited. He never mentioned the FUP that is applicable to the new contract, which is 150gb at 10mbps then 50gb at 4mbps then 2mbps. My current contract's FUP only gets throttled at 900gb.

He also said that the router is free. It is not. It is payable over a 24 month contract. Now why would I take a new contract for less data and another router I have to pay, when I already have a router.

This is egregious miscommunication with the aim to deceive.

I would appreciate it if you would cancel my transfer to the LTE package.

I have taken a contract for a certain service, I won't pay the same amount for less value.

Thank you for your timeous help with regards to this matter.

I have enjoyed the service I have received thus far and would hate to have to take steps to ensure other people are not taken advantage of in the same manner.

I am attaching all the relevant documents. I have been dealing with the fact that my ADSL internet was summarily deleted on 28 September 2019, whereafter Telkom offered migration to LTE.

I received the router on 10 October 2019 - still have no internet on the ADSL line - for which I have been billed for two months - and no one can explain to me why the LTE sim card has not been activated - I was given the assurance it takes 72 working hours.

I have since started the process of cancelling the Telkom service - but feel I should not be held liable for a breach of the agreement of the new service - nor should I be charged for a service that has not been delivered.

Dr MP van der Merwe

In August i was called by Telkom to upgrade from LTE of 299 to 249 with same benefits of 40 gig per month, a day later i got another call to take up a deal of cell phone for 149 . I took both deals as i never experienced a ny challenges with Telkom however that changed when a debit order of 1015 went off my account on the 01 October 2019, i called on the 7th to query the debit order . spoke to Stella ref no [protected] who advised that my discounts were added rather than deducted and promised to escalate to billing team to sort it out. I then called again on the 21 October 2019 spoke to Mfundo Nkosi Telkom who promised that his team leader will call me after an hour after asking her to take the phone however until today Mqobile Thusini who hasn't called me today . I then called again on the 21 October 2019 and spoke to Sithebile habede who promised that i do not need a manager promised to resolved to my disbelief i received an sms by account is resolved on the 29 however nothing happened . I then called today spoke to Stella again who put me through the post call survey rather than resolving my query . I phoned again spoke to Thabisile who put me through team manger Levy Makena who promised to resolve my query however if this if not resolved, please cancel my services by the 7th November, come collect your device and I will not pay any penalties as what you are charging me is not what I agreed on . You have my money and you are refusing to send it back to me or credit my account

It has been five months

We use Telkom services to Skype and such overseas for business and were promised that we will receive a wireless alternative because of the copper theft in the area. We were told we will receive our router within 7-21 working days.

We waited the whole 21 days and no confirmation or anything of the sort. We have been phoning in over and over for the past five months and we still haven't heard a thing at all. There is no department which can manage to atleast tell me if there is going to be an alternative coming my way.

The one department that works very efficiently I must say are the accounts department which notify us that our account is due on such a date every month, although we receive no service we pay every month on time in good faith and still nothing at all.

I feel very much cheated if not robbed of the service which we have been paying for which is an amount of R1400.00 monthly.

Please I need to know what we can do because we can't keep conducting our business in such a way as we are losing a lot of clients.

Reference no: 26CNK050519

Service was down on Saturday 26 October and I reported on line and was waiting for reference number which never came until I phoned on Tuesday 29th October and was given a reference number and told to wait for a technician to call I asked for the timeline and was told there is none the Technician will call when they call. On Wednesday 30th at 4 pm I called again and was told that the fault is with the technician. There is no indication of when someone will actually attend to my fault. I am running an online business after work and it is for that reason that I put Telkom ADSL line however I had very little choice in choosing Telkom because there is no fibre in my area at the moment. The service so far I can say is very pathetic. There is no care and concern for customers even when you call you are made to understand that you just have to wait and hope without any indication of the timelines which is bad for business, As soon as I can get out of this pathetic service I wii do do

I am very disappointed to discover that I have an outstanding amount owing to Telkom which is reflecting negatively on my Credit Profile.

Please note: I DO NOT and have never had an account with Telkom.

Please remove this from my profile and provide confirmation in writing to this email address that it has been removed.

Email address: [protected]@cashbuild.co.za

I am complaining on behalf of my parents who live on a farm an hour's drive from Willomore. They have no means to communicate after Telkom removed their and all the neighboring farmers lines.

The line was removed but no alternative was offered. They are entirely unreachable and there is no cellphone reception in that area either.

This is unacceptable, my parents are old and cannot survive being totally cut off.

I received a return call from wanting to apply for a router from a telkom agent. He then gave me options as to what I can buy as I have been wanting to change networks and buy a phone for a while now. Because I also work in a call center environment our conversations were split between my breaks. He then eventually gave me 2 options and I asked to check them on google as I am not familiar with both of the phones then selected one within that space I did my credit score check and found that my written off vehicle (accident was in July 2019) still reflects on my ITC report thus will make it difficult for me to take the phone and before I could ask him to please allow me to sort that out then I will be able to accept his offer he proceeded to insult me and said "Did that only HIT me now. There ARE people like me and I should have told him all of that before WASTING his time." For someone who works in customer service this behavior is rude and uncalled for. One does not speak to customers like that especially again if it is a women. I am not pleased at all and would like this to be addressed and I would like a follow up. This gentleman is going to cause the business to lose millions only because of his non existing personal skills. I

Hi, I have orderd a ADSL line online on the 15th of July, on the 17 th I did recieve a call fr telkom with regard to my order and got accepted the lady who I was speaking to said a technician will contact you in the next 48 hours for installation details, 48 hours passed July came to a end stil no answer from telkom August came and went stil no answer, on the 8th of October I have recieved a call from a strange number stating they are coming to install a ADSL line in property I have given them the details they came they took a walk in the property and started installation which is a mess as they running a cable from my apartment to my neighbors yard which looks extremely shabby and ugly (I need a technician to come in and redo this) there after the device is not working up till today, I have called a million times sat for hours on the line with a. Call centre agent and stil no answer, pls note you guys are charging me for every day when I can't even use it from the start!
I need this problem to be resolved if it's not sorted out in the next 48 hours then please come uplift ur device from my property and I'm going to put this up on social media and in the newspapers so people don't experience what I'm, I'm using this platform to vent my anger I would appreciate it if this matter can be resolved before I take it up with the consumer board and I go to the newspapers. Contact me on [protected]
Thanks
Ahmed

I have an open Telkom case: case number [protected] since July 2019.
I am awaiting a Technician to come to my premises to assist me. I don't hear from any one at Telkom for weeks and then someone will contact me for GPS co-ordinates and then nothing happens for months again. Telkom is in BREECH of contract and I am left with no other option but to take legal action now.
I have told the agents on numerous occasions that it is ESSENTIAL that a technician visits me, as at times the Telkom signal comes on for 10 minutes and then it is gone again. Sibulele at Telkom Hemingways in East London has Lied to me for the last time now.
All I require is access to a small booster within my home, which will be able to boost the signal from outside to inside my home and I will be able to continue with my business. The lack of service delivery from TELKOM is negatively affecting my business and the service from the agents is DISGUSTING. I am a very unhappy and annoyed client. please attend to this query URGENTYLY.

I have an account with Telkom and I am paying +/- R3000 every month. My statement shows that I'm up to date with my payments. To my surprise Telkom Blacklisted me with an amount of R196. I called the call centre and they also cannot explain the reason why i was black listed. This is bad service and they are damaging my good credit record. It was going to be better if they could explain why they say i owe they so as I can pay If I really owe them. I'm really disappointed and no one from Telkom can assist. I do'nt mind paying the R196 but unfortunately no one can explain what the money is for.
Tebogo Mahuma

Smart Broadband wireless Plan
[protected]

Telkom logged a call with Technical after they could not assist with my problem with data disconnecting all the time dd 10/10/19 Case No. [protected]. I phone numerous of times to follow up as nobody assisted me yet and the answer is that technical is busy and they will still phone me. I sent emails with my problems dd 18/10/19 to ThabetF2@Telkom.co.za and to SDMQueries@seldirect.co.za and nobody returned my email. I then went to Telkom dd 21/10/19 for assistance and even they could not assist and suggested a sim swap as the sim card maybe faulty. Even after the sim swap I am still experiencing problems with data disconnecting all the time.
Therefore, I decided to cancel this contract as I cannot pay 2 years for something I cannot use.
I went onto the Telkom Self Service portal to cancel the contract today 22/10/19 and the Case No is [protected].
Please also keep in mind that It is not fair to charge penalty fees for cancelling a contract due to services not rendered properly.

Reference number: 1588486

Telkom sells you products while telling you it is possible to use the data on other devices, yet once it is sold, you get told this is not the case. After over a month of phoning and trying to use the data, I was told it is not possible.

Telkom keeps on telling me that only a manager is the only person to rectify the issue, but a manager is not contacting me even after emailing escalations... Numerous cases have been logged, and all have been "solved" without even anybody contacting me to verify the problem.

Telkom's customer service, managers, and people that "solve" problems are pathetic... It is ironic that Telkom, who is the telephone service provider, cannot phone their customers to solve a problem.

Telkom loves to send messages that they have tried contacting me telephonically, but there are no missed calls...

So apparently when you phone Telkom sales on 10213, then you actually get transferred to a 3rd party company, who is not related to Telkom, and they don't have the ability to transfer or change your contact package. They say phone Telkom customer services, who tell you they cannot change the package and the correction must be made with Telkom sales... My personal advice, don't take out contracts with Telkom. It is now 6 months later, following up weekly, sometimes daily, and they are not willing to take the responsibility of their mistake and rectify things (even though they checked the recordings and have noticed I was given the wrong information)... So if I sign up with a contract (even if it is done verbally over the phone) then I cannot change what I signed up for, but they can of they want to... They can transfer me to a package that is appropriate, but it will cost me more (about double)... not what I signed up for... Going to try to cancel contract ASAP.

Eventually, I get it possible to cancel the contract. I was given incorrect information about what I am signing up to, which took me about 7 months for them to realize their mistake (they were able to verify this with the recordings they made), and this allowed me to cancel the contract (NB: DO NOT TAKE ANY CONTRACT OUT WITH TELKOM, ESPECIALLY WHEN YOU ARE PHONING THEIR SALES DEPARTMENT ON 10210 or 10213 or alike. Apparently you get transferred to a 3rd party company and they cannot make changes to your contract.

After spending over a months time that was lost and could have been spent on work (a large amount of work lost), the contract is cancelled, on the condition that the wifi router is returned to them. Fair enough, yet, they do not want to refund me the monthly costs I paid to pay off the device. So, I have paid every month for the device, yet have nothing to show.

I was told that a manager that would be able to make decisions will phone me, yet it is now over 3 weeks, and there has been NO call... So ironic that Telkom has control of the majority of telecommunication in the country (so they say), yet they are not able to make phone calls to get back to their customers :-/

I asked them would they be happy if they paid off a car and after a few months of having difficulty to get things running the car company says that you should return it as it is their fault, but they will not pay you back the monthly installments you have paid so far for the vehicle. They said they would not be happy, but they do not operate that way.

So, they are stealing from me! They do not communicate with their customers. They lie to their customers to sell products. DO YOURSELF A FAVOR AND DO NOT TAKE ANY CONTRACT WITH TELKOM, AS IT WILL COST YOU ONLY A LOT OF TIME AND MONEY. Telkom does not care for their customers!

I have been waiting for a phone which was out of stock for 3 weeks. I got a call yesterday being told that limited stock had been received and I ought to come ASAP, I was told the store closes at 7pm. I knocked off at 6 and rushed to the store, on arrival @ 18:51, I found 2 gentleman in the store(no name tags), who told me the store was closed and couldn't help me as the system automatically shuts down @ 18:30. I do not understand how then does the store relay a message of closing @ 19:00 when systems shuts down @ 18:30, unless I'm the stupid one here. Now I have to again drive to the store today and waste more petrol and this horrible economy. I am deeply saddened by this .

My contact details are [protected].

The contract and number was cancelled with out my knowledge, I had to phone customer care to recycle my number, that happened but my contract was not reinstated and now I received an invoice of penalty fees. I never requested for my number to be cancelled. I would like know how a contract is cancelled without my knowledge or request? What document was used to do so? Now they are send me cancellation fee of over R20000.00