1 reviews | Active since Sept 2016
ADSL down / Unable to get integrated sim
<p>My ADSL has been down since the 5/09/16 and after taking the router to the branch, it's working fine. The fault was logged on the 06/09/16 (365CNK060916) and I am still down after calling numerous times. The service level agreement for ADSL is only 5 days, we're way passed that deadline. I then asked for an integrated sim and was advised to get it from the branch. No local branches have the integrated sim. I called the call centre again and was advised that it will be mailed to me and it takes 7 days. I said that I cannot accept 7 days and because they are out of their SLA, it should be sent overnight. They called the next day and took down my details but I still have not received anything and Telkom Sales, Mobile & Technical cannot find any reference to it and their systems cannot track it. I called on Saturday with no joy and today get told that there has been no escalation on the fault despite being told otherwise in previous calls. (Escalation: 896811). I need someone to take ownership of this fault and help, this is totally unacceptable.</p>
Hi Launa
I trust that you are well. I received the integrated sim with the device, it's extremely slow and unstable. It drops the connection often, switches off for no apparent reason and even freezes and then the only way to restart it, is by removing the battery as the button doesn't work.
Is there any feedback on my ADSL line? I call every other day with no joy. The weird thing is that my router has the DSL light lit up but it can't authenicate. The test shows that the DSL works but fails on PPPoE. If I take it to the store it does authenticate. Could it be another issue and we think it's the cable? Can you send a technician out to have a look at it?
I look forward to your swift help.
Hi Launa
I trust that you are well. I received the integrated sim with the device, it's extremely slow and unstable. It drops the connection often, switches off for no apparent reason and even freezes and then the only way to restart it, is by removing the battery as the button doesn't work.
Is there any feedback on my ADSL line? I call every other day with no joy. The weird thing is that my router has the DSL light lit up but it can't authenicate. The test shows that the DSL works but fails on PPPoE. If I take it to the store it does authenticate. Could it be another issue and we think it's the cable? Can you send a technician out to have a look at it?
I look forward to your swift help.
I called your call center yesterday to follow up on the fault (365CNK060916 / 896811) and the operator advised that he will get his supervisor (Sydwell Nxumalo) to call the cable department as his supervisor is authorised to do so and he will call me back. Sydwell didn't call me. I called today with no luck.
Your accounts department advised that I must pay the full amount for this month's service despite the fact that I have been down since the 05/09/16 with no confirmation of a date that it will be fixed and they will credit me in 10 days. I said that it's not fair that I have to pay Vodacom for data due to your service being down and pay you which leaves me out of pocket. The lady said that this is the only way to do this and I asked her if she thinks this situation is fair and I should withhold payment until they can pass the credit adequately. She just stopped talking despite me say, "Hello, hello, hello" and when I said that I can hear that the line is up and I know what she is doing and I won't put the phone down, she then put the phone on mute!
Come on guys, this takes your service to a new low. Obviously poor service is not in your company policy and upper management would never allow this. You need to sort out your staff that's dealing with the front end. Seriously, I'm simply shocked at the behaviour.
I called your call center yesterday to follow up on the fault (365CNK060916 / 896811) and the operator advised that he will get his supervisor (Sydwell Nxumalo) to call the cable department as his supervisor is authorised to do so and he will call me back. Sydwell didn't call me. I called today with no luck.
Your accounts department advised that I must pay the full amount for this month's service despite the fact that I have been down since the 05/09/16 with no confirmation of a date that it will be fixed and they will credit me in 10 days. I said that it's not fair that I have to pay Vodacom for data due to your service being down and pay you which leaves me out of pocket. The lady said that this is the only way to do this and I asked her if she thinks this situation is fair and I should withhold payment until they can pass the credit adequately. She just stopped talking despite me say, "Hello, hello, hello" and when I said that I can hear that the line is up and I know what she is doing and I won't put the phone down, she then put the phone on mute!
Come on guys, this takes your service to a new low. Obviously poor service is not in your company policy and upper management would never allow this. You need to sort out your staff that's dealing with the front end. Seriously, I'm simply shocked at the behaviour.