10 days without internet!!!!

10 days without internet!!!!

So after spending more than 7 hours on the phone and talking to more than 20 different people, we still don’t have internet since the 12th of December. This is totally unacceptable and nobody seems to be able to help us!! We ran out of our bundle and wanted to purchase a 40g top up. The call centre agent told us that we can use the self-service online portal to do this. After filling in all the details and providing our credit card details the system took us back to the login page (12/12 – Ref: ********** 142A). When we called the call centre back and they transferred us to the technical department, they told us that the self-service portal does not work!! The staff told us that they can’t even do the upgrade because they have issues on their system. Now Telkom has our money and we still don’t have internet and after speaking to multiple people it seems like refunding our money is also impossible to do. Then one of the agents we spoke to advised us to rather upgrade from 100g to unlimited. We did this on the 15th and we were told that it would take 24-72 hours. It’s now been 144 hours and we still don’t have internet. Then we were told that we should phone the 0 ********** 68 number, this number always have a busy signal and after trying for the last 3 days to phone this number we still can’t get through, and still don’t have any internet. My wife runs a business from home, so for the last 10 days she can to any transactions, can’t communicate with clients, can’t access our bank accounts!! She can’t even send Telkom an e-mail, because we don’t have internet access!! We have spent more than 7 hours on the phone, talking to more than 20 different people in sales, accounting, support, technical, each one sending us to someone else, with anyone being able to help us. This has wasted an immense amount of our time, not to mention the lost revenue of not being able to service our clients. I have never in my life been so frustrated, talking to so many *********** people, without getting any solution. Nobody calls you back, nobody is taking ownership of the issue and we are being send from pillar to post without any solution. We now have multiple references numbers (fault *** 191217, account refund ref: kanyisa ********** 4, upgrade ref: ********** 472A) and have more than 10 names of people that we spoke to and we still don’t have any internet. The last advice we received (which sounds like an excuse to shift responsibility) was that our router is faulty, which is impossible since all these issues started when we wanted to upgrade. This type of service is totally unacceptable and we want this issue resolved immediately!!! Please call Jemima on ********** / ***