*** Fibre line complaint

I'm acting in behalf of the land lord where I'm staying and we had a very dissatisfied service when applying for a Fibre To The Home line.

We have been on endless calls on the customer care, and even in store and not getting anywhere, not given any escalation options, and every call to call centre ends with their system is offline, and call back later

To start we had a 4Mbps ADSL on a business line at our home ( ********** 124), for long we couldn't upgrade to Fibre cause of availability.

Finally we got one of those Telkom promoting stands close to our house, and found out that FIBRE has been put in, we filled in papers and thought we upgrading our line To a 40Mbps as per the signed papers that we still have a copy

but rather we got put on a 10 Mbps Fibre

this was signed on 2018-09-04, what was nice is by 2018-09-10 we had our line installed and router and tv box delivered, all good and well until we find out we on 10Mbps and not 40Mbps, additionally we found out the application was done as an additional line and not an upgrade, so now we have 2 lines now?

New Line NR: ********** 947

Since then it is back and forward, no one can help us get on our right package, not finding a complaint site or email or number, and every time we call in, all the guys say is their system is offline

last good feedback I got is from Telkom Forrest Hill mall, that's how we found out we got an additional line, and apparently the service is not completed, and we cant change to correct line till service is in 100% complete.

Request Ref **********

Would kindly appreciate any help to get our 40 Mbps line and cancel the old one, or kind of contact reference to get this escalated and done, cause now we have to pay for 2 lines, a 4Mbps ADSL and a 10Mbps Fibre, not right at all , we asked for 40Mbps, and not a clients fault if there is no attention to fixing the problem, or else next we going to have to take this to ICASA personally.

We got the line but no Service

Also they guy helping us at the stand, all we got is a number and a name, and his phone is constantly dead, and according to the shop he is not on the system, so no way to get hold of the consultant that helped us, I believe his name is Lizwi - ********** 634

Kind Regards

Eric Nel

Someone can contact me and ill refer them to the landlord