DISGUSTED with Telkom's service

On 5 January 2019 I started experiencing issues with my internet connection (high latency and some other issues). As my family had just arrived back from a holiday abroad, I assumed that it was their devices doing updates as they had been away for almost a month.

A few days later, the problem was still present, so I decided to do some trouble-shooting myself. After all the testing, I found the problem to be on Telkom's end of things and not mine. (I am very knowledgeable when it comes to computers).

After realizing the problem was on Telkom's side I called their "help" centre and was met by the standard "I'll reset your ports" line (which made no difference, as expected).

EVENTUALLY after many calls to Telkom, I decided to log a fault with them, which I was told would cost me if the technicians couldn't find anything wrong. So on 15 January I finally logged the fault (REF#: ********** 0).

The technicians arrived on 19 January, and proceeded to test things on my side. After the testing took place, it was found that there was no fault on my side at all. The technicians said that they were busy conducting upgrades at the DSLAM which was causing the high latency and my first real headache on 2019, but not to worry it would be finished sometime the following week (21-26 January).

On 23 January I received a message from Telkom acknowledging that the fault was on their end and that we would receive an "applicable credit" on our next invoice dated 2019-03-08.

Fast forward to the 31 January and I find myself having to call Telkom AGAIN, for what seems to be the 20th time that month, to report that the problem hadn't been fixed. I asked to speak to a "supervisor" who suggested that he re-log the fault as the issue was still unresolved. He re-logged the fault (REF#:19/01/31 38743) and took my cell phone number and assured me that he'd let me know on the progress of my now re-logged fault.

Today, 5 February, I have called Telkom once again, and find out what is happening. The "helper" on the other end of the phone let me know that the re-logged fault was dealt with on 1 February and had been closed - so much for letting me know the progress of the re-logged fault. On top of that, the staff at the call centre wanted to send out another technician to re-test what was done almost three weeks ago - a total waste of resources and people's time.

As of today this fault is still ever present and the lack of communication is disgusting.

I would like some answers on the following;

-Why is the call centre staff so poorly trained? I have a better understanding of how these things work, but am still met by trivial questions which have little to no impact on the issue I am having with my internet line. -Why am I told that I will be kept in the loop with regards to developments about the re-logged fault, but am not given the courtesy of even a test message with an update; even though it was apparently resolved. -Why is it so hard for the largest wireline and wireless telecommunications provider in South Africa to get a simple problem fixed. -Why is it so difficult for you (Telkom) to provide quality service to paying customers who have been using your service for many years. -By treating customers in the aforementioned manner does Telkom think it's being true to their mission statement: "Connecting you to a better life". One of the steps to achieving this aim is by "Keeping it simple - through solving complicated problems simply" (according to Telkom's website).

Unfortunately we are stuck with Telkom providing fixed-lines to people who often have no or little alternative.

I am frustrated beyond belief and think it's possibly time to move on to greener pastures.