ADSL Speed

Complaint For the most of 2017, our ADSL line has been painfully slow. We were on a 2mbps line, but only getting 0.26 for most of the time, and frequently being unable to connect at all. We downloaded two different speed check programmes namely "Ooklah" and "Microsoft", and have kept a daily check on speeds. To date, we have had 11 different "technicians" from Telkom to check our equipment, which has in every case found to be working correctly. One technician in particular re-wired the entire line from the house connection, and loaned us a brand new router for a week, but the result was the same. The fault is obviously somewhere either between home and the exchange, or at the exchange itself. In an effort to overcome this problem, we accepted a telephonic offer to upgrade to a 4mbps connection, which we were told that would cost an extra R160 per month, and we would receive an SMS to tell us when the change had occurred. Needless to say, no SMS arrived. Also, when we received the account, it showed a charge of R1200 for the upgrade change, of which no mention was made during the conversation with the consultant. Further to the above, we received a call out fee of R266, when there was nothing found wrong with our installation. To add insult to injury, since the changeover to 4mbps on November 16th, we have only had 8 times, a speed of above 3mbps, all the rest being the same as before the upgrade. In effect, we are now paying for 4mbps but getting less than we were when we had a 2mbps line, with one speed one day of 0.06mbps. Upon enquiry re-going back to our original package, we were told the charge would be a further R1200 to change back. This situation is totally unacceptable, and there seems to be no recourse for us to resolve this situation. We are both of advanced age, on a very small pension, and with most of our family living overseas, this form of communication is of great importance to us.