4 Months and STILL WAITING!

Item: Telkom
Rating: 1
Author: Nicky G

I run a very well established business from home (17years) and knowing I was moving 21 July 2017, wanted to plan everything in advance to ensure a smooth transition, no interruptions etc. and to make sure that the same identifying telephone numbers are retained. I called the Telkom call centre on 15 Mar 2017 to start arranging and spoke to Vincent (Siphamandla Vincent Sithole). He was so amazingly helpful that I even sent an e mail of compliment to his superior ********** to commend his outstanding service, knowledge and advice. HOWEVER....that is where it stopped and it has been DOWNHILL since . Today is 19 July and I am still waiting despite numerous e mails to him and his superior. In desperation I visited the Telkom branch in the Cape Gate Shopping centre on Monday and spoke Matthew Agulhas who has been extremely helpful - he confirmed that:- (1) there was nothing on the system regarding migrating the internet service from FIbre to LTE Wireless (the new complex I'm moving to has no Telkom landline or fibre infrastructure yet) - I have a copy of the "Consumer Request for Contract and Service Cancellation" dd 15Mar2017 (2) the 2 business telephone numbers meant to be converted to LTE wireless are in the system (Ref ********** 42) have been "under Investigation" and seemingly frozen in the system since. (3) the 3rd telephone number was disconnected and meant to be cancelled completely but was apparently still in the system waiting to be converted to wireless! - I asked Cape Gate to cancel this completely. Telkom Cape Gate have app**** for the Wireless Internet service to migrate from the Fibre package to LTE Wireless on Tuesday 18 July 2017.....waiting approval They have subsequently cancelled the above telephone orders because its going nowhere and only once the cancellation is registered/ approved will have to start a new application to transfer telephone lines to wireless...FROM SCRATCH. I think my only option will be to "Forward all Calls" in the interim till the telephone issues are resolved but then I don't believe I should be liable for the costs of these forwarded calls? IS THIS THE KIND OF SERVICE TELKOM ARE PROUD TO OFFER? I WOULD LIKE TO SEE HOW TELKOM CAN TURN THIS NIGHTMARE AROUND!!

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Nicky G's updateReviewer Update

29 Aug 2017, 15:44

5 Months later and STILL TELKOM could not resolve my case. How sad to visit the Telkom branches and there are so many complaints from clients - I feel desperately sorry for staff dealing with this day and day out, but also very say that this is our major telecommunications provider in SA and this is the best they can do. After 17 YEARS having Telkom landlines for my business - OUT OF DESPERATION I have now CANCELLED THE TELKOM LINES COMPLETELY. ALL I WANT in order to finally close this case is -refund of telephone rental for the past month on both land lines that I could not use -make sure that the 2 telephone lines have in actual fact been cancelled -make sure that the Fibre contract is definitely cancelled and backdate refund (form was originally sent in Mar2017 - latest escalation ref is 740276)

Nicky G's update29 Aug 2017, 15:44

Reviewer Update