1 reviews | Active since Aug 2016
Beware anyone considering Telkom as an ISP/Fibre provider
<p>In July Telkom phoned me to sell me an upgrade to a Fibre package. The offer was to upgrade my 10Mbs ADS line to a 20Mbs Fibre line with 100GB of data. Included in the offer was a free installation of the Fibre and Wifi Router.<br />On 20 July the Fibre was installed and activated...then the misery started. Unstable, slow, intermittent service. 20 times worse than our ADSL line. After speaking to more than 10 people at Telkom, noboby was be able to help me. I get sent from pillar to post and NOBODY is interested in or able to follow up on the issue to get it resolved. Then, to my shock I hear that my ADSL line is still active, despite being assured by the salesperson that it will be deactivated as part of the migration. Finally got told to send an email request to the cancellations department, only to receive an automated response saying that the query can take 21 days to get dealt with!!! Final blow was receiving my bill tonight where they actually charged me for the Fibre installation and router, and of course double charged me for both the Fibre use AND ADSL. I am besides myself with frustration and fury. I feel totally conned, completely let down and utterly helpless in terms of getting this mess sorted out. Let this be a warning to anyone who is considering using Telkom as a service provider.</p>
I have not received any response from you yet. And when I called the Telkom helpline to follow up on the progress, the representatitive cannot even find this reference number
Yet ANOTHER demonstration of an absolutely pathetic, broken process from start to finish. Typical!
I have not received any response from you yet. And when I called the Telkom helpline to follow up on the progress, the representatitive cannot even find this reference number
Yet ANOTHER demonstration of an absolutely pathetic, broken process from start to finish. Typical!
After yet again not receiving a response from Telkom, and yet again having to speak to several people without getting anywhere, I posted the following on Telkom's Facebook site last night - this is after we have gone from bad to worse - not even getting intermittend internet service, just NO service at all:
PLEASE BEWARE ANYONE WHO IS CONSIDERING TELKOM AS A FIBRE OR ISP PROVIDER. They will sell you a so-called upgrade to a fibre line with free installation and free wifi router. They will promise you that your ADSL line will be deactivated at the same time the Fibre line is activated. Then they will come and install a Fibre line that doesn't work properly, with unstable, intermittent, slow service or no service at all. Then when you call the faults line they will not be able to find the Fibre line on your account, and keep insisting that they help you with the ADSL line which is supposed to have been deactivated. Then they will close the reference number for the problem you logged because apparently the technician has followed up eventhough the technician never solved the problem because he only works on ADSL lines. Then you will be sent from pillar to post speaking to more than 20 different people without anyone able to resolve your problem. You will be asked to supply a B-number connected to your Fibre line which was never given to you and which nobody in Telkom is able to supply you with. Then as if things can't get any worse, you will receive a bill where you have been charged thousands of rands for your Fibre installation and wifi router, and double charged for an ADSL line and Fibre line that doesn't wor****!! Incredible how nobody in Telkom can see your Fibre line on the account, but the accounts department doesn't seem to have any problem with that. So here I am, more than a month after the saga has started and still no resolution despite many many many promises by people to be called back. This is by far the most ineffective, disjointed, fragmented, broken process i have ever come across. I would actually classify it as **********.
Sales call received 11 Jul for 'upgrade' to fibre. Ref ********** . Package as confirmed by sales email and sales consultant inclided free installation and router. Listen to the call.
Fibre intalled on 20 Jul. No B number received.
Spoke to several people on 2 Aug to report poor service. Nobody can pick up the fibre line. Finally got a promise for a callback and reference number 115CRK020816. Got call from technician saying he only works on ADSL so cant help but will follow up. Heard nothing. Contact names are Nqobile Henrick and Danny.
Was advised it was my responsibility to cancel my ADSL line which is in contradiction to what the salesperson told me - by all means listen to the sales call. Anyway i did send and email to ********** but still waiting for a response. I strongly disagree that this should be my responsibility when Telkom iniates the upgrade and confirms they will deactivate the ADSL.
Followed up again and after speaking to several people was advised to contact the vumatel technical team on ********** 862. Spoke to a guy (didnt get his name) who said he believes the issue is with too few IP Addresses being assigned. Promised to get back to me within the hour but never did.
Followed up again on 8 Aug and spoke to Lerato William. Promised a callback that I never received.
On 8 Aug got my Telkom bill for R4500 which included fibre installation and router charges. It also included fibre internet charges AND ADSL charges - breach of contract by Telkom!!!!!!!
Lodged a complaint on Hellopeter on 9 Aug and got a reference number. Did not hear anything further.
On 12 Aug I called again and after speaking to several people who then disconnects my call I speak to Nonpumelelo. She speaks to her manager to escalate and promises that the said manager Bianca Bowen would call back within the hour. No callback received.
Followed up again on 16 Aug and spoke to Nkululeko. Once again he cant see the fibre line and asks for B numer that we were never given. Tries to help but can't solve problem. Says that my previous Ref 115CRK020816 was closed the day after the query!!!!!!!!! Gave new Ref number ********** 28. Promised to speak to manager and call back within the hour. Never called back.
After yet again not receiving a response from Telkom, and yet again having to speak to several people without getting anywhere, I posted the following on Telkom's Facebook site last night - this is after we have gone from bad to worse - not even getting intermittend internet service, just NO service at all:
PLEASE BEWARE ANYONE WHO IS CONSIDERING TELKOM AS A FIBRE OR ISP PROVIDER. They will sell you a so-called upgrade to a fibre line with free installation and free wifi router. They will promise you that your ADSL line will be deactivated at the same time the Fibre line is activated. Then they will come and install a Fibre line that doesn't work properly, with unstable, intermittent, slow service or no service at all. Then when you call the faults line they will not be able to find the Fibre line on your account, and keep insisting that they help you with the ADSL line which is supposed to have been deactivated. Then they will close the reference number for the problem you logged because apparently the technician has followed up eventhough the technician never solved the problem because he only works on ADSL lines. Then you will be sent from pillar to post speaking to more than 20 different people without anyone able to resolve your problem. You will be asked to supply a B-number connected to your Fibre line which was never given to you and which nobody in Telkom is able to supply you with. Then as if things can't get any worse, you will receive a bill where you have been charged thousands of rands for your Fibre installation and wifi router, and double charged for an ADSL line and Fibre line that doesn't wor****!! Incredible how nobody in Telkom can see your Fibre line on the account, but the accounts department doesn't seem to have any problem with that. So here I am, more than a month after the saga has started and still no resolution despite many many many promises by people to be called back. This is by far the most ineffective, disjointed, fragmented, broken process i have ever come across. I would actually classify it as **********.
Sales call received 11 Jul for 'upgrade' to fibre. Ref ********** . Package as confirmed by sales email and sales consultant inclided free installation and router. Listen to the call.
Fibre intalled on 20 Jul. No B number received.
Spoke to several people on 2 Aug to report poor service. Nobody can pick up the fibre line. Finally got a promise for a callback and reference number 115CRK020816. Got call from technician saying he only works on ADSL so cant help but will follow up. Heard nothing. Contact names are Nqobile Henrick and Danny.
Was advised it was my responsibility to cancel my ADSL line which is in contradiction to what the salesperson told me - by all means listen to the sales call. Anyway i did send and email to ********** but still waiting for a response. I strongly disagree that this should be my responsibility when Telkom iniates the upgrade and confirms they will deactivate the ADSL.
Followed up again and after speaking to several people was advised to contact the vumatel technical team on ********** 862. Spoke to a guy (didnt get his name) who said he believes the issue is with too few IP Addresses being assigned. Promised to get back to me within the hour but never did.
Followed up again on 8 Aug and spoke to Lerato William. Promised a callback that I never received.
On 8 Aug got my Telkom bill for R4500 which included fibre installation and router charges. It also included fibre internet charges AND ADSL charges - breach of contract by Telkom!!!!!!!
Lodged a complaint on Hellopeter on 9 Aug and got a reference number. Did not hear anything further.
On 12 Aug I called again and after speaking to several people who then disconnects my call I speak to Nonpumelelo. She speaks to her manager to escalate and promises that the said manager Bianca Bowen would call back within the hour. No callback received.
Followed up again on 16 Aug and spoke to Nkululeko. Once again he cant see the fibre line and asks for B numer that we were never given. Tries to help but can't solve problem. Says that my previous Ref 115CRK020816 was closed the day after the query!!!!!!!!! Gave new Ref number ********** 28. Promised to speak to manager and call back within the hour. Never called back.