Complaint - Escalatory Fault - David Klaasen - TIN *** - FIBRE

Good day...

I have been with Telkom for many years and have recently experienced a fault where the FIBRE speed I'm paying for I have not received. According to my month to month FIBRE subscription with Telkom I am on a 200 Mbps line and I'm only receiving on average 40 Mbps to 50 Mbps. This is supported by doing speed tests connected to a direct ethernet cable from the router at random parts of the day and night.

I have gone through troubleshooting many times and have called in to the FIBRE support line where they have reset the line but the lack of speed still persists. My most recent interaction with the Fibre support team I was given reference ***1 via sms and also verbally by the consultant on 25 April 2025. Today when called by telkom they all of a sudden cannot trace the fault reference.

Because I work from home, I require a high speed reliable internet connection and as of late, telkom has not done their part in supplying this service even with me still bringing my side by paying on time.

My telephonic experience today was very poor, i requested a call back and the consultant phoned, asked for my details and immediately after that, the call got dropped... No call back, nothing.

I would like to exhaust your complaints process and escalate this matter accordingly as if it is not resolved, I will definitely be changing my ISP.

FIX this matter with urgency and consider this my formal notice (You are granted 5 days) as my next step, once no resolution is found will be the ombudsman with a request for rebate.

My whole point is why should I be proactive in checking up on the fault logged. Telkom has only ever been reactive.

David Klaasen - TIN ***