5 weeks of no Wifi with no answers on installation

Item: Telkom
Rating: 1
Author: Gabriella W

On the 16th of April 2018 I called Telkom head office to deactivate my line and request my line to be moved from my old address to my current address after moving house. By the end of that call, I was assured my line was deactivated and my line will be moved within 7 working days after choosing to rather take over a new number in that area instead of keeping my old one to speed up the process. Since then. after numerous amounts of phone calls, much time, effort, frustration and airtime waisted waiting 15 - 20 minutes at a time just to speak to an operator. They then claim to be offline ( no matter the time of day you call), and nobody can assist in letting me know how far the line is to being installed or when I will hear from a technician to install my Wifi line.

After many phone calls of complaining and begging with Telkom to install my line with no progress, I was emailed a bill of R597.77 for the use of the line. This, I feel is completely unfair and refuse to pay for a service i have not executed in over a month. The accounts lady further told me that on the system it show that my line is in fact still active on their side. This cannot be so after I was called on 18 April 2018 by a technician at my old place of residence asking if he can disconnect my line as he cannot install the new tenant's line without deactivation of the current one. If there is one thing i have been assured after every tedious call, is that my line is deactivated.

This has been a continuous back and forth of " I don't know" and " I can't tell you when" comments by every telkom call centre person that i have spoken to. We are now officially 5 weeks without service and no answers as to when i will have my line installed. I have lost all hope in Telkom and patience too. I have also reported this matter to ICASA hoping for something to be done.

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Gabriella W's updateReviewer Update

25 Jun 2018, 12:11

Good afternoon Bradley, I hereby inform you that it is now 3 months with no assistance given! I have been paying for 3 months of no service. I have tried everything in my power to get my wifi sorted out. I am beyond furious! in order for me to lay a charge with ICASA i have to have a complaints ref and NOBODY in Telkom can assist me with this. As a PAYING client (despite the terrible experience i am having) , I should not have to beg and plead for someone to install my line!!! if none of your staff, neither at head office or at our local Telkom stores are able to install my line, they should do something about giving me a professional service and maybe change my modem to LTE or let me cancel this service that I have been paying for and not receiving. It is my legal right as a paying customer to get the service I am paying for! It is your responsibility as a service provider to provide the client with the service promised and paid for. If you cannot follow through with this legal responsibility in your side of the deal ( which Telkom has not be done in the last 3 MONTHS), I should get my money back for services not rendered and the right to cancel my contract. I am so tired of all of the pain and waiting and fighting and begging I have been doing for 3 months to get assistance. I here ask for the CEO to contact me or give someone rights and permission to let me cancel my contract. It has been less than a year of this service and 3 months of it, I have not been able to use what I am paying for. Acc no: ********** 02 / cell no: ********** 485. I await the urgent response of someone who will contact me to cancel my contract. Regards Gabriella

Gabriella W's update25 Jun 2018, 12:11

Reviewer Update