1 reviews | Active since Feb 2014
Business lines out for 2 months
<p>Our business ADSL, fax line as well as all-but-1 of our phone lines, have been out of order since 11 November last year. Despite repeated attempts to get feedback we have been given an endless runaround with the same regurgitated meaningless feedback: "A technician has been allocated. We are escalating your problem." A truly meaningless sentence as nobody can explain why not a single thing has been done in two months. We encountered some technicians working near our offices earlier this week, and asked if they knew what was going on - their response? "Telkom is such a big mess nobody knows what's going on and contractors appointed to replace ****** cables amongst other things simply don't bother to do the work."</p> <p>Telkom is a disgrace!</p>
Thank you for making contact with us.
Please be assured that this matter has been escalated to our Technical Team, feedback will be provided.
Your reference number is AI***.
We apologize for the delay and any inconvenience caused.
Regards,
Busi
Telkom Social Media Team
***
Thank you for making contact with us.
Please be assured that this matter has been escalated to our Technical Team, feedback will be provided.
Your reference number is AI***.
We apologize for the delay and any inconvenience caused.
Regards,
Busi
Telkom Social Media Team
***
Forgive me for not holding my breath. The first response had me rolling on the floor because it was exactly what we have been hearing for two months already - the first response above contains the exact meaningless sentence we've been hearing ad nauseum with no results, as highlighted in my complaint. If I had a rand for every time I've been told a technician has been assigned and our case has been escalated - I could go on an exotic month-long holiday and drown my Telkom sorrows in very very expensive champagne everyday.
We phone to follow up every day, and lately the feedback has also included : Telkom is not fixing anything in that area anymore; the cables have been ****** (but our neighbours have all their lines!) and the cables are installed by outsourced companies who don't do the work; Telkom have fired all their technicians for a massive region and have just two technicians servicing the entire region; the wires are mixed up at the distribution board for the suburb; the fault has been escalated to a very specialised technical department because the normal technical department cannot fix it; if Telkom is not your ISP as well as line provider, they won't waste their time with you - you stay at the bottom of the pile....... to name a few.......
Last Friday a chap phoned me to say everything would be restored by Tuesday 24 January. He also promised he would make a follow-up call on Tuesday to make sure everything was fine. Thank goodness I have not been holding my breath for that call either!
It is one thing to respond on various types of public and social media, to give the appearance of doing something, but in fact doing very little, if anything at all, other than paying lip service to try and save face on a public platform.
And the most telling thing is that still, not a single technician or manager or supervisor or anybody at a level above call centre agent can be contacted in any way whatsoever.......... they are a super-secret division of Telkom who have no phone numbers or email addresses.......... isn't that a mystery!
Forgive me for not holding my breath. The first response had me rolling on the floor because it was exactly what we have been hearing for two months already - the first response above contains the exact meaningless sentence we've been hearing ad nauseum with no results, as highlighted in my complaint. If I had a rand for every time I've been told a technician has been assigned and our case has been escalated - I could go on an exotic month-long holiday and drown my Telkom sorrows in very very expensive champagne everyday.
We phone to follow up every day, and lately the feedback has also included : Telkom is not fixing anything in that area anymore; the cables have been ****** (but our neighbours have all their lines!) and the cables are installed by outsourced companies who don't do the work; Telkom have fired all their technicians for a massive region and have just two technicians servicing the entire region; the wires are mixed up at the distribution board for the suburb; the fault has been escalated to a very specialised technical department because the normal technical department cannot fix it; if Telkom is not your ISP as well as line provider, they won't waste their time with you - you stay at the bottom of the pile....... to name a few.......
Last Friday a chap phoned me to say everything would be restored by Tuesday 24 January. He also promised he would make a follow-up call on Tuesday to make sure everything was fine. Thank goodness I have not been holding my breath for that call either!
It is one thing to respond on various types of public and social media, to give the appearance of doing something, but in fact doing very little, if anything at all, other than paying lip service to try and save face on a public platform.
And the most telling thing is that still, not a single technician or manager or supervisor or anybody at a level above call centre agent can be contacted in any way whatsoever.......... they are a super-secret division of Telkom who have no phone numbers or email addresses.......... isn't that a mystery!