3 weeks and 4 calls later, yet still Telkom has not repaired our line

Our line was damaged due to a falling tree upon the line during the Durban storm on 19 November. The fault was reported on the 10210 helpline and we got a reference number of ********** 4 on 22 November. The whole issue was explained, the line was tested from their side to confirm the problem, and we were promised that a technician will come to repair it. They could not say when, because their technicians are outsourced.

A week passed and no one came. I called again on Tuesday 28 November, and had to reexplain the whole issue. I was promised that the issue has been accelerated and I received an acceleration number of ********** . Again I could get any promises as to when they would come, but was told that the issue should get sorted out within 72 hours.

Again nothing happened, so on Friday 1 December I called again. The call centre agent gave me an elaborate excuse on how technicians are outsourced and all are busy because of the storm damage. I was told that the acceleration had gone through, so I should expect someone to come over the weekend or by Monday.

Still nothing happened, so today I phoned again (8 December 2017), and then I was told that the technicians where trying to solve the problem from other locations, and they thought our problem was fixed. Yet I was explicit from the beginning that our cord is damaged and this was confirmed by them in my first call. No one came to our house, nor phoned to state they are coming, yet the problem is treated as solved.

It's just a constant ongoing issue of nothing getting done and the buck is passed to these outsourced technicians. Telkom would not say who they are, nor give any contact details, nor any promises on when they would sort our issue out. To us customers, they are practically a nameless faceless entity that Telkom keeps passing the buck on to justify their lack of service and so their lack of commitment to any promises, or even the lack of making any promises.

Very disappointing. We are paying approximately R900/month for uncapped wifi and landline, yet have gotten no service at all for three weeks. We are on a contract and cannot cancel for 2 years. No one seems to care once the contract is signed.