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Anesu C

1 reviews | Active since Sept 2014

18 Dec 2017, 10:48

Bad Customer Service/Feedback on Fault ***

Hi There,

I have been a Telkom ADSL customer (through my wife's account) for over 6 years and the experience has been fairly positive up until last week. I have been experiencing terribly slow browsing speeds and a terribly crackly phone line. I have phoned the CC and reported the fault (and while in the past the fault response was good) and for the past week simply have been told it has yet to be assigned to a technician, but over a week has passed, no feedback, no proper troubleshooting, and we continue to suffer with poor service.

I then contacted the call center again this morning and got the same story as over a week ago (its waiting to be assigned to someone; and we are testing internally). Being in the industry myself, this level of support/troubleshooting has been shocking.

Highly disappointed with the service Telkom has given me and there are many fibre providers now in our area, maybe this is a sign to migrate my services.

Anesu ( ********** 781)

0
Replies (3)
AC
Anesu C's update03 Jan 2018, 12:09
Reviewer Update
Hi there, Thanks for the response, but you are providing me with the same response as your call centre staff with no confirmed date or time (or indicative timeframe) as to when a technician will come and have a look at this; which again leaves customers in the dark which is where the frustration lies. Have a good day; but remain frustrated for something that hasn't been fixed for a couple of weeks. Poor service all-round and will consider alternatives; as we are paying for a service that isn't working.... Regards, Anesu
AC
Anesu C's update04 Jan 2018, 15:00
Reviewer Update
Hi Luleka, Thanks for the feedback. Will count the days to see how long an escalation takes to be resolved (as we are currently experiencing a very degraded service). Regards, Anesu
AC
Anesu C's update09 Jan 2018, 13:06
Reviewer Update
Hi there, We still haven't received any response from Telkom. In fact all i received was my monthly bill for a service that isn't working. I am hugely disappointed and frustrated at the lack of communication or responsiveness to resolve this. My wife and I have been loyal client for the past 5 years but this is now breaking point and we will be considering moving our services away, immediately. Regards, Anesu