1 reviews | Active since Jan 2017
Dealing with Telkom is enough to give Dante, Sisyphus and Herakles pause.
<p>I reported a fault on my ADSL at 5:00 on Saturday, January 7th 2017. Needless to say that still lies unresolved, but that is merely part of my frustration.</p> <p> </p> <p>Having spent hours on the phone to Telkom and also inline at the Telkom store being directed in circles from technical to sales(mobile) to sales (ADSL) to technical to sales to technical tier 2 to sales....</p> <p> </p> <p>At this point Sisyphus threw the towel in but I persevered, and thus my twelve labours commenced.</p> <p>At some point in this I was told that it would be some time before the line is repaired, and the technician could not determine the issue as my landline phone works, and the technician modem works on my line with his account details. So I’m told that I should get an integrated SIM from the Telkom store, which I duly do on the 16th Jan. I explain to the Telkom staff why I need the SIM, as a replacement for my broken ADSL --nodding and affirmations abound. They give me a SIM, but fail to activate/ link it to my ADSL. I’m told to wait 24 hours, which I do. Still nothing: so it’s back to the nine circles of service hell trying in vain to get someone to do something to sort this out. Finally one of the service operators mentions that the SIM is not linked or is not an integrated SIM and that I need to go back to the store. I have limited mobility so with every visit I need to arrange with someone to take me there, so it’s not just hours of my time being wasted but theirs as well.<br /> <br /> None of my pre-existing ADSL routers take a SIM so I asked the Telkom staff what I needed to get an integrated SIM working. They sold me a HUAWEI Mobile WiFi E5573 (Model: E5573s-606) and a HUAWEI LTE CPE B315 (Model: B315s-936).</p> <p>So, when I went back to the store for the second time today I took the E5573 and a computer along to test the connection as the previous time they again failed to complete the necessary actions to activate/link the SIM as they did the time before.</p> <p>So, I test it in the store and voila, connection. I gleefully return home to --no internet.<br /> <br /> I phone the service desk yet again, it turns out that:<br /> <br /> 1. my Telkom supp**** username is 36 characters long and that neither device takes more than 31 characters in the username field, resulting in an invalid profile.<br /> 2. Apparently the B315 does not work with an integrated SIM, making it useless for the purposes I purchased it for.<br /> 3. Apparently the “bundles” attached to the “integrated” SIM given to me only works at Telkom hotspots. ABSOLUTELY USELESS TO ME as I cannot travel with ease; I use the internet to reduce my reliance on others, and I don’t have a hotspot on my premises.</p> <p><br />I need Telkom to sort this out. And, failing that, they should cancel my accounts, cancel the fibre request, refund or reverse the current month’s bill, and refund me for the money spent on devices that I’m now, after weeks of frustration at levels sufficient to rise an acute abouliac to rage, told would not serve their stated purpose. And I will sooner get my internet from Old Nick before dealing with Telkom again.<br /> <br /> Annoyed,</p> <p>Andre</p>
I would like to add that it is not just the fact that the username is too long for the HUAWEI devices that is the cause of me not being able to connect. I stuck the SIM into my iPad, which has no problem with the username length, and while I get a connection to TelkomSA I get ERR_INTERNET_DISCONNECTED (There is no Internet connection) when I try to open a page in a browser. So there is something else, probably the "bundles", that is also an issue.
I would like to add that it is not just the fact that the username is too long for the HUAWEI devices that is the cause of me not being able to connect. I stuck the SIM into my iPad, which has no problem with the username length, and while I get a connection to TelkomSA I get ERR_INTERNET_DISCONNECTED (There is no Internet connection) when I try to open a page in a browser. So there is something else, probably the "bundles", that is also an issue.
An update.
I decided to brave the Kafkaesque musical chairs that is Telkom service on Friday and again on Saturday. In short I'm still no closer to having an internet connection, but I have learned the following.
- I've been billed for a 10Mb line even though Telkom knew the area's lines can only handle 4Mb.
- There is apparently insufficent information on Telkom's billing system to lodge a dispute without waiting for, and paying for, another month if your line speed has been recently changed Perhaps the hope is that I will finally tire of this dance and just not bother to call again.
- Everybody I speak to at Telkom is only ever sure of one thing, it's another department responisibility to help me. If you are speaking to sales, then it's technical and vice versa. Asking to speak to a manager will get the call dropped.
- I've received an email from Telkom stating that they will look into it, but my optimism is a bit punch drunk from the last couple of weeks.
- I've been using services from Cell-C and Mweb on loan for the last week and the average speed is at least five times faster than the best I've ever had on my Telkom line (I was paying for "Fastest" but only getting "Most Mediocre").
Here is some information that may be relevant to whoever gets around to trying to resolve this before I cancel the account when it goes unresolved by next week (my parents say I have the patience and endurance of Simon Stylites, as they would have canceled long ago).
1. Telkom service personel downgraded my account on Friday (20th) to 4Mb to see if the mismatch was causing any problems. It had no effect other than to inform me that I've been paying for a service I was not getting.
2. I've been contacted by Telkom at least 3 times to go on the fibre upgrade list, at this moment I'm not confident that I'm actually on it. I am however confident that I don't care anymore; my recent, forced by Telkom, experience with Cell-C and MWeb has lead me to investigate their offerings. And it is by now well known that Telkom's "Uncapped" service is nothing more than a 100GB capped service, so that is hardly a draw. It's also now known, to me at least, that Telkom will sell you a 10Mb line and give you a 4Mb line.
3. The ADSL username that Telkom provided me with is 36 characters long. The device that Telkom sold me only takes 31 characters. I tried to explain this to service personel and they keep thinking I'm entering it wrong. I'm not. I'm used to loggin into the TI console several times a week to monitor the usage on my "uncapped" service ("stating "You are on an Uncapped product and therefore usage tracking is not applicable to you" while clearly tracking usage is an irony seemingly lost on Telkom)
4. Telkom service personel seem unclear on wheter the APN profile requires a username and password, or whether those remain blank. Keeping it blank doesn;t work and my username is too long to fit the space provided.
5. I was told to phone back on Saturday to have the username changed, which really only served to annoy me further as I received the service->sales->service shuffle and nothing else.
6. I really do not need a service technichian to come out just to tell me it works on his router. I want it working on mine. I bought all new equipment, from Telkom, so if the equipment is faulty it is Telkom's issue.
7. I got an integrated SIM from Telkom at Telkom's recommendation, while the SIM was without charge getting it was not without expense in time and money. I need Telkom to get this working or compensate me.
8. I have a kid that is going to Skype his mother on the 28th. Whichever service he does it on _will_ be my service provider continuing forward. If Telkom does not have the issues sorted by then they need not bother.
9. I've gone from a mild general ambivalence to actively despising Telkom, as at this moment it feels like they are actively seeking to annoy me so I'm finding it increasingly difficult to remain composed when dealing with them.
An update.
I decided to brave the Kafkaesque musical chairs that is Telkom service on Friday and again on Saturday. In short I'm still no closer to having an internet connection, but I have learned the following.
- I've been billed for a 10Mb line even though Telkom knew the area's lines can only handle 4Mb.
- There is apparently insufficent information on Telkom's billing system to lodge a dispute without waiting for, and paying for, another month if your line speed has been recently changed Perhaps the hope is that I will finally tire of this dance and just not bother to call again.
- Everybody I speak to at Telkom is only ever sure of one thing, it's another department responisibility to help me. If you are speaking to sales, then it's technical and vice versa. Asking to speak to a manager will get the call dropped.
- I've received an email from Telkom stating that they will look into it, but my optimism is a bit punch drunk from the last couple of weeks.
- I've been using services from Cell-C and Mweb on loan for the last week and the average speed is at least five times faster than the best I've ever had on my Telkom line (I was paying for "Fastest" but only getting "Most Mediocre").
Here is some information that may be relevant to whoever gets around to trying to resolve this before I cancel the account when it goes unresolved by next week (my parents say I have the patience and endurance of Simon Stylites, as they would have canceled long ago).
1. Telkom service personel downgraded my account on Friday (20th) to 4Mb to see if the mismatch was causing any problems. It had no effect other than to inform me that I've been paying for a service I was not getting.
2. I've been contacted by Telkom at least 3 times to go on the fibre upgrade list, at this moment I'm not confident that I'm actually on it. I am however confident that I don't care anymore; my recent, forced by Telkom, experience with Cell-C and MWeb has lead me to investigate their offerings. And it is by now well known that Telkom's "Uncapped" service is nothing more than a 100GB capped service, so that is hardly a draw. It's also now known, to me at least, that Telkom will sell you a 10Mb line and give you a 4Mb line.
3. The ADSL username that Telkom provided me with is 36 characters long. The device that Telkom sold me only takes 31 characters. I tried to explain this to service personel and they keep thinking I'm entering it wrong. I'm not. I'm used to loggin into the TI console several times a week to monitor the usage on my "uncapped" service ("stating "You are on an Uncapped product and therefore usage tracking is not applicable to you" while clearly tracking usage is an irony seemingly lost on Telkom)
4. Telkom service personel seem unclear on wheter the APN profile requires a username and password, or whether those remain blank. Keeping it blank doesn;t work and my username is too long to fit the space provided.
5. I was told to phone back on Saturday to have the username changed, which really only served to annoy me further as I received the service->sales->service shuffle and nothing else.
6. I really do not need a service technichian to come out just to tell me it works on his router. I want it working on mine. I bought all new equipment, from Telkom, so if the equipment is faulty it is Telkom's issue.
7. I got an integrated SIM from Telkom at Telkom's recommendation, while the SIM was without charge getting it was not without expense in time and money. I need Telkom to get this working or compensate me.
8. I have a kid that is going to Skype his mother on the 28th. Whichever service he does it on _will_ be my service provider continuing forward. If Telkom does not have the issues sorted by then they need not bother.
9. I've gone from a mild general ambivalence to actively despising Telkom, as at this moment it feels like they are actively seeking to annoy me so I'm finding it increasingly difficult to remain composed when dealing with them.
It seems like someone at Telkom has been working over the weekend as the LTE kicked in Sunday night, I checked the ADSL line and that is still down, but I'm markedly less annoyed than I was this time last night. Whoever did that, thank you; an SMS or call letting me know would have been icing, but c'est la vie.
I would very much like someone to explain to me what the issue was. The APN username and password is blank which previously resulted in a "profile error".
Checking the speed it seems it started at 1Mb/s but is not 5Kb/s , which is not useable. Maybe someone is still working on the line. I'll update Monday.
It seems like someone at Telkom has been working over the weekend as the LTE kicked in Sunday night, I checked the ADSL line and that is still down, but I'm markedly less annoyed than I was this time last night. Whoever did that, thank you; an SMS or call letting me know would have been icing, but c'est la vie.
I would very much like someone to explain to me what the issue was. The APN username and password is blank which previously resulted in a "profile error".
Checking the speed it seems it started at 1Mb/s but is not 5Kb/s , which is not useable. Maybe someone is still working on the line. I'll update Monday.
Looks like I'n being trolled by Telkom. Usable internet lasted less than 2 hours. It does prove one thing, it's not on my side, as it fluxuates without any action from me. It looks like I'm being flooded with resets. I'm well under the 100GB cap on my uncapped service so it should not be that.
Looks like I'n being trolled by Telkom. Usable internet lasted less than 2 hours. It does prove one thing, it's not on my side, as it fluxuates without any action from me. It looks like I'm being flooded with resets. I'm well under the 100GB cap on my uncapped service so it should not be that.
I have just sent the following letter to ********** requesting cancellation.
To whom it may concern:
I wish to terminate all my accounts and services with Telkom due to the terrible service delivery I've experience. You should also remove me from the fibre wait list as I have since contacted what I hope are more competent providers for that service.
You should also note that I will be posting a version of the following on various social media accounts in order to warn others of your shoddy service and questionable practices.
1. Telkom is useless and provides terrible service.
My line has been inoperable since January 7th. I've been on the phone to Telkom and visited the Telkom innumerable times in the last few weeks, the only consistent response is that it's somebody else's job to help me. It is now January 25 and I still don't have a usable internet service.
I've been told at least five times that my issue has been escalated and that someone would contact me in haste. All I've received from Telkom so far is automated responses.
2. Telkom lies to it's customers, and conducts what I consider to be theft.
Telkom had me on a 10Mbps line when they knew the lines in my area would only handle 4Mbps at most. I asked to lay a dispute with the billing department, but the person could not help me stating the line downgrade as an excuse and asked that I call back when my new bill arrives.
Telkom claims to provide an uncapped service, but it has been revealed to be a 100Mbps capped service (downgrading the line to unusable levels does not constitute a service).
I was told to get an integrated SIM to use until my line was repaired, which I duly did. It took several calls to Telkom and visits to your Clearwater store before it was correctly activated.
I bought two devices from Telkom (on recommendation from staff) in order to get the integrated SIM working. Turns out they failed to activate/link it correctly and that the fault was not with the devices.
Once the SIM was activated I had a usable service for all of 11 hours total. From 20:00-22:00 on Sunday 22nd, and again from 16:00 on the 23rd to 01:00 on the 24th. It is now languishing at an unusable 5kb/s when it's working at all.
I was told the integrated SIM would allow me to use my service as normal, with the same farcical limits as my uncapped ADSL. I was told yesterday by a Telkom representative that that may not be true and that there is a different, lower, limit but she could not tell me what that was, or whether I had exceeded it. My usage according to the Telkom usage tracker is at 11% of an uncapped service (a sentence that should only find its place in a farce).
I only use my land line to call Telkom, which is every other day. Every time I do use it I first have to endure minutes of loud repetative beeps, squawks and other noises before it quiets down to where I can hear the other person speak.
...
The rest has been elided to remove personal information.
I have just sent the following letter to ********** requesting cancellation.
To whom it may concern:
I wish to terminate all my accounts and services with Telkom due to the terrible service delivery I've experience. You should also remove me from the fibre wait list as I have since contacted what I hope are more competent providers for that service.
You should also note that I will be posting a version of the following on various social media accounts in order to warn others of your shoddy service and questionable practices.
1. Telkom is useless and provides terrible service.
My line has been inoperable since January 7th. I've been on the phone to Telkom and visited the Telkom innumerable times in the last few weeks, the only consistent response is that it's somebody else's job to help me. It is now January 25 and I still don't have a usable internet service.
I've been told at least five times that my issue has been escalated and that someone would contact me in haste. All I've received from Telkom so far is automated responses.
2. Telkom lies to it's customers, and conducts what I consider to be theft.
Telkom had me on a 10Mbps line when they knew the lines in my area would only handle 4Mbps at most. I asked to lay a dispute with the billing department, but the person could not help me stating the line downgrade as an excuse and asked that I call back when my new bill arrives.
Telkom claims to provide an uncapped service, but it has been revealed to be a 100Mbps capped service (downgrading the line to unusable levels does not constitute a service).
I was told to get an integrated SIM to use until my line was repaired, which I duly did. It took several calls to Telkom and visits to your Clearwater store before it was correctly activated.
I bought two devices from Telkom (on recommendation from staff) in order to get the integrated SIM working. Turns out they failed to activate/link it correctly and that the fault was not with the devices.
Once the SIM was activated I had a usable service for all of 11 hours total. From 20:00-22:00 on Sunday 22nd, and again from 16:00 on the 23rd to 01:00 on the 24th. It is now languishing at an unusable 5kb/s when it's working at all.
I was told the integrated SIM would allow me to use my service as normal, with the same farcical limits as my uncapped ADSL. I was told yesterday by a Telkom representative that that may not be true and that there is a different, lower, limit but she could not tell me what that was, or whether I had exceeded it. My usage according to the Telkom usage tracker is at 11% of an uncapped service (a sentence that should only find its place in a farce).
I only use my land line to call Telkom, which is every other day. Every time I do use it I first have to endure minutes of loud repetative beeps, squawks and other noises before it quiets down to where I can hear the other person speak.
...
The rest has been elided to remove personal information.