Complaint against Telkom

I am writing this email on behalf of HV Protection & Communications ( telephone number ***) for the unsatisfactory service we received from Telkom. (Please pardon me for any names that I may have spelled incorrectly)

On the 7th of December 2021, we were connected to Telkom Business ADSL 20Mbps internet and calls package, we then noticed disconnection on the 30th of December 2021.

On the 4th of January we called to report the disconnection, spoke to Monash and he reported the fault for us ( Ref no. 41BKT***2).

We called again on the 7th of January 2022 and spoke to Natasha, who advised that there was cable fault/theft around our area but Telkom Technicians are currently attending to the matter.

After no communication from Telkom, we called on the 10th of January 2022, spoke to Tracy who advised that the response on our reference states that ‘Telkom has experienced high statistics cable theft around our area and will therefore disconnect cable connection’, she further advised that we contact Telkom business sales department to explore Wireless or Fibre options.

On the same day we spoke to Nontobeko to enquire about Telkom Fibre, she advised that she cannot locate our address(12 Stevenson Street Witbank 1035) on her Maps, therefore she cannot conclude whether or not Fibre connection will be available.

In our efforts to resolve the matter, we called again, on the same day and spoke to Nonkululeko, who also advised that she cannot locate our address on her Maps but can confirm that connection is available around our area, I asked her to upgrade us to that service and she spoke to the Director of the company and the upgrade was requested Ref No. ***A. She advised that monthly fee is R 759.00 for 25Mbps

On the 18th of January 2022, we called Telkom to do a follow up, spoke to Nonkululeko, the same consultant; and she advised that the report on our upgrade states that our company address is not eligible for the connection and advised that we consider Wireless options, this is the same consultant who assisted us to proceed with the upgrade to Fibre.

Today, the 26th of January 2022, we spoke to Abongeka who mentioned that Telkom cannot discontinue a service without giving notice to the Customer; giving a contradictory statement to the one we received from a Telkom Consultant( Tracy), she also mentioned that she cannot upgrade us to Fibre or Wireless services without confirming first if we are eligible; still contradictory to the actions of another Telkom Consultant(Nonkululeko) who assisted us with the upgrade.

We still don’t have access to the internet, no calls and we get a bill.

On the 26th Jan 2022, after sending a complain to email address (***), we get an automated response that the email address has ceased; this is the very same email address we got from a Telkom agent, and we were given another email address from the automated response. We sent the complain to '***' on the same day.

Our frustration is that we are using the line for business purposes and we are faithfully honoring our payments to Telkom, but we are not receiving the service we are paying for. We only get updates after calling, but no communication from Telkom. Our existing clients cannot reach us, potential clients cannot reach us, we have our Telkom number on all our marketing platforms, the back & forth process is quite frustrating.

To this day, the 2nd of February2022 , there is still no communication from Telkom, but they bill us; what kind of ******* is this.