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LeRoy C

1 reviews | Active since Sept 2017

22 Sept 2017, 10:05

ADSL not working for 15 days

I logged a call with Telkom on 7 September 2017 regarding my ADSL line that is down.

Ref Number: 724CRK070917

Various technicians i spoke to stated that Telkom has a 3 day turnaround time on faults, today when i phoned again to follow up on the progress the call center lady knows nothing about a 3 day turnaround time.

To make it worse, Telkom has not even assigned my fault to a technician yet!

They just keep "making a note on the system" and "escalating" the problem, but nothing is happening. They tell me i can use the Telkom App to follow up on reported faults as well, but the app crashes every time when i say "query" and it doesn't give any additional details regarding progress on the fault.

Due to this i have angry customers as well as my cellphone data usage more than doubled, so i am losing an income as well as incurring additional expenses due to Telkoms inability to resolve this issue.

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Replies (3)
LC
LeRoy C's update26 Sept 2017, 10:44
Reviewer Update
I saw an OpenServe vehicle in my road on 23 September and gave the technician all the details, he said he was on lunch but when he is done with lunch he will phone me and will come take a look... The guy never phoned me and my line is still not working. On 25 September i went to the Telkom store in East Rand Mall and they told me they cannot help me and i have to phone the call center.
LC
LeRoy C's update26 Sept 2017, 12:33
Reviewer Update
Spoke to the call center again today, the lady told me that she will escalate the issue, when i told her that every previous person i spoke to also escalated the problem, she told me that they didn't escalate it as they told me as if they did there would be a new reference number. I received an escalation reference number now after 19 days without internet. New reference number: **********
LC
LeRoy C's update29 Sept 2017, 13:55
Reviewer Update
Hi, Thanks for sending someone out, the technician was at my premises on 28 September 2017, but he has been unable to fix the problem and informed me today that the problem is with the underground cable. Now my question is when will someone be out to look at the underground cable? My business is taking a SERIOUS knock due to this issue. Telkom also took their full monthly debit order off on the 25th and im still sitting without internet, so when will i be credited for the time that my line has been out of service?