Another sad Telkom story

Quite frustrating to be a Telkom Customer at the moment. I was recently force migrated from ADSL to LTE due to infrastructure changes. I signed up for the same speed profile package as the ADSL was pretty decent for my requirements. Knowing how Networks and ISP's work as I have experience in it, I was hesitant about LTE as they congest quite quick and you will struggle receiving a constant up and download speed. Well, the keyword here is this was a "forced"migration and I otherwise had no choice. Upon receiving my new LTE router, I set this up quite quickly and performed some test to which I was actually quite surprised. I had to know that somewhere along the line, something would start to go wrong.

My words was not even 3 weeks old when problems started to creep in.

I called in after being unable to watch Youtube or even Netflix. Before calling in, I performed some basic troubleshooting steps as the steps on LTE is far different from ADSL or Fibre. Me and the agent (who was lovely) performed another batch of tests to confirm the issue at end. ***1-Fault reference. This was logged on 19 April 2020. Theoretically on a 10 MB line I should be receiving download speed of 6-8MB. On this instance I was receiving under 1MB and an upload which was always more then the download. There was also high Ping where i had only 1 device connected.

The same afternoon, I received a SMS to say the fault was resolved. I rep**** to say it was not after performing another speedtest and was advised the ticket would be updated. I received a message from Telkom late Monday afternoon to advised the ticket was cancelled. Who gave them the authority to do so? Because I was at work and making it difficult to phone them during operating hours, I emailed them. This too took very long to receive a reply, Instead after writing a pretty detailed description with Fault references, troubleshooting steps etc, I was given a reply to call the Tech department.

Now as we are in Lockdown, and I am deemed an essential worker, there is certain duties I am supposed to perform from home, and on weekends. At this stage I am unable to do so.

To say this experience for the last two weeks, being unable to stream Netflix, Play a game online or just using my phone without depleting my Mobile Data has been a terrible experience.

I need someone to get back to me ASAP on ways to resolve this.