Absolute incompetence @Telkom

After applying to move my line to my new address in mid August via the call center I was assure that the installers would meet me at the new address on Monday the 3rd of September which of course did not happen. I reached on the Facebook messenger application on the 19th of September after getting no joy from the call center with daily calls no one could tell me what the issue was here.

On the 25th of September they responded on the messenger application and said that the order has been processed. This however went nowhere quickly. No technician has called us to arrange installation and once again we began calling the call center daily querying this.

As a reminder we have paid for the month of September and received no service in the form of an active line or internet connection which billing is still continuing and then were advised to pay for October by a Gentleman name Luvuyo at Telkom saying if we do not pay the bill this could further hinder installation and once the line is in place we could apply for credit for the time the line was not active. This individual assured us that all is in order and that shortly within this week we would be contacted to book an installation time.

I feel like we are getting shook down monthly by Telkom and paying bills just to have them once again not do anything.

Monday 1 October

We called the call centre and they told us that the technician has been booked and that installation would happen latest Friday and that we will be contacted by the installation crew to book a suitable time with us.

Wednesday 3 October

We called the call center and were told the technician was not booked as the new Telkom number had not been populated yet and they are doing it now, the technician will contact us within 24 hours to book installation time.

Thursday 4 October

Called the call center and reported no contact from the technician. THEY THEN TOLD ME NO LINE MOVEMENT ORDER WAS PROCESSED BUT INSTEAD A NEW LINE ORDER!!!! They then said a manager would call me back within the hour to sort this out stating some kind of technical error on their side.

Obviously no manager has come back to me and I just don’t know what to do anymore. This is beyond ridiculous now. We have been waiting since mid-August for this to happen. It seems to me as long as they receive their monthly fee no service delivery is just fine by them.

Please can I ask that you forward this onto the relevant party and In doing so I would like to request contact from a senior manager at Telkom who can give me some clarity as to when we will receive the service we are paying for with a concrete date rather than just a hazy guess this time.

Tru Lucas