1 reviews | Active since Jun 2016
10MB ADSL yet telkom keeps me on a 6MB line?
<p>I've been struggling now for a year solid, logging faults almost every month. Each time I'm told by an agent my profile is on 6MB... I ask them to change it to 10MB, which is what I'm paying for, and soon after it reverts to a 6MB line.</p> <p> </p> <p>This is beyond unacceptable, getting speeds of 4-5 Mb/s on a 10MB line??? No, ridiculous! I am an IT professional by trade and some of the lame excuses I've received from Telkom beggar belief. They say I may be too far from the exchange (its on the corner by my house), or the network might be busy (between 2 and 4am? I doubt it) and a multitude of other stupid excuses and delay tactics.</p> <p> </p> <p>I've wasted over R350 in airtime calling the helpline, and the agents are always friendly and helpful but my issue is never resolved.</p> <p> </p> <p>I expect Telkom to refund me if I have in fact been on a 6MB line all this time instead of the 10MB I pay for... I feel cheated.</p> <p> </p> <p>I'd like this issue resolved, I remember some time ago a begruntled customer of CellC paid for a billboard to voice his complaints and I'm seriously considering doing the same thing...</p> <p> </p> <p>Understand that I work with Telcoms, I install networks, set up Microtik Routers for Wireless ISP's, I know every facet of how these systems work so for me this is just poor service plain and simple.</p>
Thank you for making contact with us.
Please privately reply with your affected number and ID number so we can further assist.
Your reference number is AI***.
We apologize for any inconvenience caused.
Regards,
Busi
Telkom Social Media Team
***
Thank you for making contact with us.
Please privately reply with your affected number and ID number so we can further assist.
Your reference number is AI***.
We apologize for any inconvenience caused.
Regards,
Busi
Telkom Social Media Team
***
This is beyond ridiculous now, issues almost daily of slow speeds. I call telkom support, they reset the ports or recreate the service and the speed goes up to 6mb/s max. Two days later and I'm back to 4-5mb/s.
Given that it's been like this for over a year (and the fault records will prove it) I think a refund is in order. I've already contacted my legal team who assure me I have a case (though I'm loathe to engage lawyers over such an issue). Please, all I want is the service I pay for, if I'm on a 10mb line I want between 6-9 mb/s. I use this line for work, its actually costing me more than you know to contact Telkom montly to reset ports. Over the last year I've spent upwards of R550 airtime calling telkom support (yes, I don't have a landline).
Should the issue be resolved I can finally be at peace and continue on with my life, should it not please be assured I will be as vocal as possible regarding the service I have received.
On a positive note your support desk has always been helpful, patient and kind regarding any issue I raise, they deserve a special mention, truly the unsung heroes of Telkom clients.
What the CPA has to say:
Consumer’s rights to demand quality service
54.
(1) When a supplier undertakes to perform any services for or on behalf of a
consumer, the consumer has a right to—
(a)
the timely performance and completion of those services, and timely notice of
any unavoidable delay in the performance of the services;
(b)
the performance of the services in a manner and quality that persons are
generally entitled to expect;
(c)
the use, delivery or installation of goods that are free of defects and of a
quality that persons are generally entitled to expect, if any such goods are
required for performance of the services; and
(d)
the return of any property or control over any property of the consumer in at
least as good a condition as it was when the consumer made it available to the
supplier for the purpose of performing such services,
having regard to the circumstances of the supply, and any specific criteria or conditions
agreed between the supplier and the consumer before or during the performance of the
services.
(2) If a supplier fails to perform a service to the standards contemplated in subsection
(1), the consumer may require the supplier to either—
(a)
remedy any defect in the quality of the services performed or goods supp****;
or
(b)
refund to the consumer a reasonable portion of the price paid for the services
performed and goods supp****, having regard to the extent of the failure
This is beyond ridiculous now, issues almost daily of slow speeds. I call telkom support, they reset the ports or recreate the service and the speed goes up to 6mb/s max. Two days later and I'm back to 4-5mb/s.
Given that it's been like this for over a year (and the fault records will prove it) I think a refund is in order. I've already contacted my legal team who assure me I have a case (though I'm loathe to engage lawyers over such an issue). Please, all I want is the service I pay for, if I'm on a 10mb line I want between 6-9 mb/s. I use this line for work, its actually costing me more than you know to contact Telkom montly to reset ports. Over the last year I've spent upwards of R550 airtime calling telkom support (yes, I don't have a landline).
Should the issue be resolved I can finally be at peace and continue on with my life, should it not please be assured I will be as vocal as possible regarding the service I have received.
On a positive note your support desk has always been helpful, patient and kind regarding any issue I raise, they deserve a special mention, truly the unsung heroes of Telkom clients.
What the CPA has to say:
Consumer’s rights to demand quality service
54.
(1) When a supplier undertakes to perform any services for or on behalf of a
consumer, the consumer has a right to—
(a)
the timely performance and completion of those services, and timely notice of
any unavoidable delay in the performance of the services;
(b)
the performance of the services in a manner and quality that persons are
generally entitled to expect;
(c)
the use, delivery or installation of goods that are free of defects and of a
quality that persons are generally entitled to expect, if any such goods are
required for performance of the services; and
(d)
the return of any property or control over any property of the consumer in at
least as good a condition as it was when the consumer made it available to the
supplier for the purpose of performing such services,
having regard to the circumstances of the supply, and any specific criteria or conditions
agreed between the supplier and the consumer before or during the performance of the
services.
(2) If a supplier fails to perform a service to the standards contemplated in subsection
(1), the consumer may require the supplier to either—
(a)
remedy any defect in the quality of the services performed or goods supp****;
or
(b)
refund to the consumer a reasonable portion of the price paid for the services
performed and goods supp****, having regard to the extent of the failure