Bad customer service at Telkom

I logged a call with Telkom regarding my home ADSL internet connection which is faulty on 3rd December 2020 and was given the following reference number 164 BNK 031220. On 4th December 2020, I received a SMS from Telkom notifying me that my fault is scheduled to be attended to on 8th December 2020 between 08H00 – 16H00 and I subsequently escalated the matter to Telkom because I was not content with the 8th December date proposed as I felt it was far and unreasonable because I was expecting the matter to be resolved within 48 hours, I was given the following escalation reference number: 79747.

Again on Monday (07 Dec 2020), I phoned Telkom to check progress of my internet fault log and subsequent escalation, to my surprise there was no technician allocated to attend to my fault, I subsequently requested from the customer care personnel to capture notes such that the criticality of my situation be understood and addressed. On 8th December 2020 in the morning and again midday I called Telkom to check what time will the technician be sent to my place to attend to my internet fault, again I discovered that there was no technician allocated to attend to my internet fault.

Again today (09 Dec 2020) in the morning I called Telkom, I established that there is no technician allocated to attend to my fault log.

It is unfortunate that I had to go through all of this inconvience and frustration in order for Telkom to attend to my fault, I feel customer service is lacking in this regard. Furthermore, it is of importance to have a fully working internet as some of us work from home and for the past six days I have been inconvenienced and had to expose myself to COVID 19 by using internet Cafe's to do my work.

It has been six days since 03 Dec 2020 and there seems to be no clue as to when my ADSL connection fault will be addressed by Telkom and yet I am a paying customer. All of this time Telkom never bothered to call me and advise me when my fault will be attended to as the 08 Dec 2020 date they promised has since passed.