angry and frusted complainant

<p>My name is Zalisile Someketa and Port Elizabeth. I'm writing this email out of frustration and anger due to the appalling service received from Telkom.</p> <p>We have an uncapped 2mg contract of which most of the time is never available ever since it was installed. The past 5 months or so has been one of the worst we have ever seen. A fault would be reported only to receive an SMS stating that the fault had been resolved without it being resolved or even technicians asking the user if it was resolved. When I call I find that I'm being sent from pillar to post and the same thing happens over and over again. The speed we are getting is way below what 2mg is supposed to offer. If I open a YouTube video I can wait for up to 30 minutes for a 5 minute long 360p quality video to load and finish buffering. Compared to when the service is working normally the same video would play instantly from start to finish without buffering.</p> <p>I'm appealing to telkom to take this complaint seriously because we need the service as some of our important things are not done due to the breakdown. Perhaps a different approach is needed. It's been years we've been complaining over the same issue. Almost every week I will call customer service for a port refresh. Usually it would be fixed but in about 2 or 3 days, or most recently just a few minutes same thing reoccurs. What more should we do? We are paying for a service that ends up costing us more money due to its breakdown, because we have to buy data for our personal devices in order to try to catch up with important business. I feel that telkom actually owes us money because of this.</p> <p>Some reference numbers to faults closed unresolved that I could retrieve: <br />89CEK040417 - 4 April ; escalated fault ***<br />117CEK260517 - 26 May 2017<br />121CEK290517 - 29 May 2017<br />184CEK050617 - 5 June 2017<br />121CEK130617 -13 June 2017 ; escalated fault ref 998762 ; ****26912</p> <p>Last week on 11 July I called customer service to inquire why it was taking so long to resolve this issue, I was told it was because they were waiting for a cable order to be processed and that a technician hadn't be assigned. I later learnt that on the 14th July when I called again that someone had been assigned. Today is the 17th of July and the problem still exists. No one from Telkom is calling, reporting or updating on progress of faults. No one responds to my emails. It just seems like no one is willing or interested to help. I'm completely disgusted! My suggestion is if telkom cannot fix the problem then maybe we should be moved to a higher speed package that will offer similar or equivalent service for no cost because because you have repeatedly and dismally failed us at every turn. I have a personal business that I run using the internet and webinars that I attend from Monday to Friday evenings, because of your appalling service this has been interrupted on many occasions. I'm very dissapointed</p> <p>Can I also request that you forward this to the billing department.</p>