1 reviews | Active since Mar 2017
Day 38 No Service
<p>The people and teams involved in making Telkom a world-class telecommunications company.</p> <p>WHAT A JOKE. </p> <p>132CRK260217</p> <p>1241CRK20317</p>
Good day Shawn,
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 any inconvenience caused.
Regards,
Busi
Telkom Social Media Team
Good day Shawn,
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 any inconvenience caused.
Regards,
Busi
Telkom Social Media Team
Good day Busi
Thank you for your response.
Herewith some background;
- The references that we quoted was for the line and ADSL which was not working.
- A technician came out yesterday, the 4th of April, thank you for that, and he tested the line and the phoneline was working but the ADSL was still not receiving or showing wi-fi connection.
- He tested the router and said that the router is faulty and that we need to take it to our closest Telkom to get it replaced.
- We went to Clearwater just after the technician left, and the technician at Clearwater tested the router and said the router is faulty we need to stand in the queue for assistance.
- The consultant who assisted us said they do not have stock, we need to either go to Cresta or Keywest. It was confirmed that Key West had 3 routers in stock.
- We left to go to KeyWest immediately from Clearwater, seeing that we are desperate to have the service for which we are paying.
- At Key West the consultant said to us that the 'procedure' changed on the 1st of April 2017 and communication went out to the branches to state that they no longer replace the faulty routers but it needs to be booked in to be fixed. Needless to say that this was extremely frustrating.
- Seeing that we did not have any other choice, the consultant start the 'procedure' to book the router in.
- Then it was not smooth sailing at all, as this newly implemented 'procedure' was still new to them, and we were the first clients to be 'booked in', the system did not take the 12 digit serial number as on the box, and the system could not process the 12 digit number, and insisted on a 15 digit number. After a phone call to someone for assistance, which were not successfull, the consultant made a copy of the box, wrote on it that the router was received, and that they will try to 'book' the router in the next day, which is now the 5th of April........which we do not even know if this was successfull after all.
- This brings us to our further frustration, that this 'procedure' will take another 21 working days, needless to say that we have been without the router's internet service, which we pay for, from the 27th of February 2017.
- We need to have access.
- We feel that we cannot be penalized for the service been off, for the cables which got ******, for the router not working, and now the new implementation of a 'procedure' which has not been thought through and systems not working and lack of communication from TELKOM staff.
- If our lines were fixed earlier then we would have been in time to get a replacement for the faulty router and not sit with this dilemma!
- We really need to get a router, fast......
- We have had enough, and we have phoned daily, and are tired of people saying they will call us, as the consultant at KeyWest assured us that she will escalate our concern to the manager, which will give us a call and we are still waiting. Call centre staff, not one, but a few of them said they will phone back or get somebody to phone us, and again........ nothing.
Good day Busi
Thank you for your response.
Herewith some background;
- The references that we quoted was for the line and ADSL which was not working.
- A technician came out yesterday, the 4th of April, thank you for that, and he tested the line and the phoneline was working but the ADSL was still not receiving or showing wi-fi connection.
- He tested the router and said that the router is faulty and that we need to take it to our closest Telkom to get it replaced.
- We went to Clearwater just after the technician left, and the technician at Clearwater tested the router and said the router is faulty we need to stand in the queue for assistance.
- The consultant who assisted us said they do not have stock, we need to either go to Cresta or Keywest. It was confirmed that Key West had 3 routers in stock.
- We left to go to KeyWest immediately from Clearwater, seeing that we are desperate to have the service for which we are paying.
- At Key West the consultant said to us that the 'procedure' changed on the 1st of April 2017 and communication went out to the branches to state that they no longer replace the faulty routers but it needs to be booked in to be fixed. Needless to say that this was extremely frustrating.
- Seeing that we did not have any other choice, the consultant start the 'procedure' to book the router in.
- Then it was not smooth sailing at all, as this newly implemented 'procedure' was still new to them, and we were the first clients to be 'booked in', the system did not take the 12 digit serial number as on the box, and the system could not process the 12 digit number, and insisted on a 15 digit number. After a phone call to someone for assistance, which were not successfull, the consultant made a copy of the box, wrote on it that the router was received, and that they will try to 'book' the router in the next day, which is now the 5th of April........which we do not even know if this was successfull after all.
- This brings us to our further frustration, that this 'procedure' will take another 21 working days, needless to say that we have been without the router's internet service, which we pay for, from the 27th of February 2017.
- We need to have access.
- We feel that we cannot be penalized for the service been off, for the cables which got ******, for the router not working, and now the new implementation of a 'procedure' which has not been thought through and systems not working and lack of communication from TELKOM staff.
- If our lines were fixed earlier then we would have been in time to get a replacement for the faulty router and not sit with this dilemma!
- We really need to get a router, fast......
- We have had enough, and we have phoned daily, and are tired of people saying they will call us, as the consultant at KeyWest assured us that she will escalate our concern to the manager, which will give us a call and we are still waiting. Call centre staff, not one, but a few of them said they will phone back or get somebody to phone us, and again........ nothing.