No communication or attention to an ongoing problem

We have been having problems with internet connectivity since June 10. It is a fibre line, with a wifi router connecting the whole household.

Initially I was hoping the problem was just temporary, but after a day of rebooting the modem and router it became clear that this is a slightly more serious problem.

I decided to try and log a fault with Telkom which proved to be a nightmare! After logging the fault on the system, I received an sms stating that something went wrong and I should try again later (this kept on happening over the course of the next few days, as I retried each time our internet went down). Then I tried to locate the "Call Me" option, which is hidden somewhere in their Help files.

I was NOT prepared to pick up the phone and hang on until someone decides to answer, so I worked through the online guides to try and see if there was anything new that I may have missed in fixing the problem. This was to no avail.

Eventually, after having worked through the very "helpful" online guides, I managed to find the callback option.

The person who phoned me tried to find the issue, but had to transfer me to a technician. This lady explained to me that it sounds like an issue with either the modem or router and that a call-out fee of OVER A THOUSAND RAND would be charged, if there was no problem with the equipment.

We were not prepared to risk having to pay that amount, so we opted to have Telkom log a fault with OpenServe. This was Friday, 13 June 2025.

On Saturday, 14 June 2025 I found a missed call on my phone who turned out to be someone from OpenServe who tried to contact me. I returned the call, only to find a recording and no option to speak to anyone.

By Monday nobody phoned me back.

Tuesday I decided to try and get Telkom to phone me back again (I was not prepared to phone 10210 and sit around waiting for assistance), and eventually found the callback option. The response was quite quick, and the fault was traced and OpenServe phoned me back.

By Thursday, 19 June 2025 a lady by the name of Angela from Openserve, called me to find out details. She said that they had tested the line and everything looked fine on their side. She reminded me that if a technician had to come out and did not find a problem with their equipment, that we would have to pay a call-out fee of R1300!!!! My response was that that fee is a little scary; I'd rather troubleshoot further.

Fast forward another week: the call was re-logged to Telkom, tested, the line "refreshed" and I was asked by Teresa from Telkom to monitor. The next day I had to call Telkom back again (by now I have resorted to PHONING) to ask that the call be reassigned to Openserve.

Telkom's call reference was ***7, and the resulting Openserve service number was 42BWK260625.

On Saturday morning I received a call from the Openserve technician who was in the area so I let him come and check the equipment and the ONT. It was found that there was a problem with damp due to the amount of rain we've had that whole week, but he had changed some settings and cleared out the damp (apparently).

By Sunday we were back to square ONE!

On Monday, 30 June 2025 I emailed Openserve with my "B" number, and received NO response.

It is now Tuesday, 1 July 2025 and I have decided to reply to one of their mails from last week with all my details, and still NO. RESPONSE.

And I am hoping and praying that I am going to have enough time in-between the line dropping, to post this complaint. Go figure!