At Mercy - Poor Service

I have lived in the Sundowner area for past 18 years. In around September/ October 2017, fibre was installed in the area. On the week of the 20th November 2017, our Telkom services was interrupted due to ****** copper cables. As a result we have no telkom line or ADSL internet services. My ADSL data package is with MWEB and I could not use the data due to telkom's problem. Further, I cannot claim a refund for the data.

We logged a fault with Telkom and after numerous follow-up calls we were informed about a month later that the copper cables will not be replaced.

We were informed that we can apply for a fixed line look alike for the same cost as the previous service. On the week of week of the 12 December 2017, my wife went into the Cresta Telkom store to apply for the Telkom fixed line look alike service. She was davised that the device will be ready in four days. The person who assited her is Salmaan.

On the 23 December, I went back to the Cresta Store and was advised by Jordan that no request has been logged by Salmaan. The apparent reason for this is that there is no commission for changing the service to a fixed line look alike service.

Jordan went ahead and processed the application and he advised that it would take another 4 days before the service is activated. Today is the 2 January 2018, my wife and myself walked into the Northgate branch to follow-up and we were informed that my number has not been processed to be migrated to the fixed line look alike service.

My wife runs a small business from home. Her business is reliant on telkom voice and internet services being available.

We are currently at the mercy of telkom. The staff who have attended to us at the Telkom branch Salmaan and Jordan have no empathy. Would the levels of customer service been any different if we had taken out a new contract?

At our inconvenience, we were asked by the Telkom branch at Northgate to go back to the Cresta branch to have the situation remedied. The service is appalling.

It is strange that short after the Fibre has been installed in the area that the copper cables had to be ******. I also cannot recover for services that I have paid for and not used to due Telkom's problem

The staff who are the face of telkom in the stores are of assistance.

It would be great that this issue could be taken up by somebody more senior at Telkom to remedy this situation