CONTINUED delivery of sub-par services at full price & complete lack of customer service

<p> </p> <p>In the constant battle that is Telkom, the email sent to *** on the 28th of May remains unanswered. (Social media reference SM234301), I am reposting this review because this seems to be the only platform I get some form of response.</p> <p> </p> <p>Delivery of sub-par services at full price.</p> <p> </p> <p>I would like to find out why Telkom is allowed to provide a sub-par service & still charge full price for it.</p> <p> </p> <p>We have a 4mbps uncapped ADSL line installed at our house, a few months ago it started performing poorly (unreliable download speeds, shocking ping spikes - from 17 to 2000 & general line instability). After several attempts at resolving the issue with the sub-par technical team on 10210, who barely understood what ping meant, we had our first technician come out, who "reset" our port manually & decided that the problem was resolved. The next day the line was back to sub-par performance & the hassle began again. After several more attempts to resolve the issue with the still sub-par technical team we contacted the COO who had a technical team sent out within a day. After testing our physical line & assuring us it was perfectly fine, they told us that the ACTUAL problem is that the ADSL box is overloaded for our area & Telkom refuses to put more money into copper as they are focused solely on fibre now, so all the technical faults due to their failing infrastructure are just being pushed into the back office to never be resolved.</p> <p> </p> <p>I now want to know, as my ADSL is getting worse by the day, why I am still expected to pay the full R774.00 for my internet package when it is very obviously not working properly & no amount of faults or technicians can fix it, until Telkom decides to install fibre or a new ADSL box in the area. </p> <p> </p> <p>To further concrete my point, this is a clear violation of the Consumer Protection Act, as quoted:</p> <p> </p> <p>"Your right to demand quality service<br />• Consumers are entitled to the following, when entering into agreements/contracts with<br />suppliers:<br />o Timely performance and completion of those services;<br />o Timely notice of any unavoidable delays in the performance of the services;<br />o High-quality services, which consumers are entitled to expect; and<br />o Use, delivery or installation of goods that are free of defects and of a quality that persons<br />are generally entitled to expect, if any such goods are required for performance of the<br />services.<br />• Suppliers are required to remedy any defects in the quality of services performed or goods<br />supp****; or refund the consumers a reasonable portion of the price paid for the services<br />performed and goods supp****, in the event of these being sub-standard."</p> <p> </p> <p>This is me either demanding quality service from Telkom or a reduction in the monthly costs. It is absolutely unacceptable that the fault exists, but Telkom refuses to resolve it expecting customers to be happy paying full price for shoddy service. </p> <p> </p> <p>I have proof of the instability on the line & if needed Telkom (as they will always tell you as you sit on hold), will have recordings of all my phonecalls.</p> <p> </p> <p>As it has taken so long for a response from the HP@telkom, I now have more to add to my complaint. At the beginning of last week we were throttled for downloading 3 new games, strange being throttled for downloading games even though Telkom has their own DoGaming league, but that is another argument. While throttled, at an amazing download speed of 0.3mbps on our 4mbps line, the latency on the line was perfectly stable. In addition to the above, I would like to know why when throttled the latency is perfect at 20.</p> <p> </p> <p>A swift response with a reference would be greatly appreciated & any correspondence from an appropriate person emailed either to *** or ***. (Just so there's no confusion) </p>