DSL Domestic Debacle

Item: Telkom
Rating: 1

I requested a DSL Line Speed Upgrade in September 2016. By April 2017 there had been no progress with this order (it had been cancelled on numerous occassions [without my knowledge] and all promised assistance, escalations and emails failed to materialise). I was told that the root of the issue was that my line had been migrated to the "new system"... When calling 10210 or 10213 you are unable to speak directly to an operator who has been trained in the "new system". All the call centre operators are able to do is escalate your query. Out of sheer frustration I cancelled the DSL line on 10 April 2017. I finally lost the use of the line on 19 June 2017. I then started the process of migrating the DSL line into the holding pool so that I could receive internet access at home via another Service Provider. A new cancellation form was emailed to the relevant deparment on 27 June 2016 indicating that the line needed to be migrated. On following up I was told that the order was being processed but no reference number would be given for my enquiry. I finally managed to get some feedback on 14 July 2017 (Telkom Ref ********** 70A). Apparently there was a system error that was preventing the line from being migrated to the holding pool. This issue would take 48 to 72 hours to resolve. Once resolved it would take 7 business days to migrate the line. I followed up again on 20 July 2017 (Telkom Ref ********** ). I managed to speak to an Assistant Floor Manager (Denzel). Denzel advised that the IT Department had attempted to fix the system error but that it had re-occured. He was going to escalate the problem to the Head of the IT Department who would have 48 hours to respond. Denzel promised that he would phone me back on Monday 24 July 2017 with feedback. Denzel did not phone me back so I went into the Telkom Branch in Walmer Park (Port Elizabeth). The host spoke to the Branch Manager who checked up on her system and advised that the line was migrated to the holding pool on 14 July but that I would have to wait 30 days before the alternative service provider would have access to it. I am still awaiting Denzel's phone call... I followed up again (telephonically) on 26 July and was told that the order had been placed and was still being processed. After insisting on further clarity, I was advised that the order was placed on 14 July 2017 and that there was no indication that there is a system error on the line. After demanding that I speak to someone that could actually assist I was given the email address of a Telkom Supervisor who I could email and they would help. I emailed Ayanda Nzuza on 26 July outlining this debacle. I was placated by her almost immediate response promising to escalate the problem and advise me when it was resolved. That was the last I've heard from her. I have subsequently requested feedback from Ayanda via email but she has not responded to any of my emails. I have not had access to the internet at home since 19 June 2017 - none of the Telkom avenues available to assist me have delivered on their promises. Incidently, I am still being billed for the DSL line. I would greatly appreciate any help that you can offer in resolving this situation.

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