Charging for a call out due to a Telkom problem

Dear Telkom,

After 31 years of paying my Telkom account on time every month, I think I am at the end of my tether regarding your arrogant/bad customer service.

I reported a very slow (one kilobit per second) internet connection on my fibre line, which is meant to be 4MBPS, round-about the middle of December 2017. I also reported that I had to reset the router EVERY evening for about the last week (before reporting the fault), which solved the problem MOST of the times, but not every time.

It took you nearly TWO weeks to find your way to my house.

Once you've located my house, your (Openserve) technician informed me that the fibre line is fine, but that the router is suspect, and that I should take it to a Telkom shop to be tested.

At the Telkom shop (Somerset Mall) the young assistant was very helpful and after testing the route declared that there is nothing wrong with it. He then called the manager to inquire what the next step should be.

The manager came to have a look at the route and talked with the assistant, but did not even acknowledge my presence by greeting me or saying anything to me. When he was about to walk away I confronted him on what my next step should be and he told me that the router is out of warranty and that there is nothing he could do for me, and that I will have to buy a new router (the router is 18 months old and on a 24 month contract with you).

So, what assistance did I receive from Telkom to resolve my internet problem? In my opinion NOTHING as the problem was not resolved, i.e. there is apparently nothing wrong with both the router and fibre line, but the problem persisted. So why should I buy a new router???

Three days after Openserce visited my house the problem miraculously disappeared. The same router is still in service and I did not have to reset the router since.

Yesterday I received my Telkom bill for December, and guess what? I was billed for an unnecessary call out!!!

My internet connection had a problem for more than a week without any problem on my side, and you are telling me that it was an unnecessary call out! You better re-think this one and reverse the charge!

Believe me, I do not want to, or have ANY desire to deal with Telkom in ANY way what so ever, so I WILL NOT contact you unnecessarily. There was a problem with my internet connection for days on end, which inconvenienced me, and that was the reason for reporting a fault. I really do not have the desire to speak to you...EVER!

Cheers for now........soon forever!!