JS
Johan S
1 reviews | Active since Jan 2017
10 Jan 2017, 09:34
Exceptionally DEAD line
<p>Our telephone line and accompanying ADSL service went dead on 1 December 2016, which I reported for the first time on 5 December 2016 (reference 229CTK051216). This call was closed due to the fault having been "corrected", except that the line was still very dead. I logged a second call (don't have the reference) and later on again a third call (reference ********** 85), every time with the promise that it would be corrected. Fortunately I went on leave and was away for a while, but to my dismay when we returned on 6 January 2017, the line was still just as dead. On 7 January I logged a fourth call (reference 117CTK071117) during which I was told that the fault would be corrected within 48 hours. We are now 72 hours later, I have phoned twice yesterday and this morning, I sent an email to the complaints email yesterday, but still have no confirmation about when the fault will be prepared. I am unable to get any additional support when asking for it, get lots of promises, but do not believe that it is fair to sit without a telehone line for more than 5 weeks without having it resolved.</p>
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Telkom's replyOfficial
11 Jan 2017, 08:42HI strydojo
We are sorry to hear this. Thank you for making contact with us and bringing this to our attention.
This response serves as confirmation that your query has been received. I have attempted contacting you directly with no success. Please be assured that we are attending the pending fault reference. I have made contact with the technical team and the manager in your area. Unfortunately the reason for the delay is due to a high workload in the area. I have been assured that the team will attend as soon as possible. We will make contact and follow up when notified of the tech dispatch to attend the pending fault reference 117CTK070117.
Interaction ***
Regards
Keagan
Telkom Social Media Team
Best regards,
Telkom's reply11 Jan 2017, 08:42
Official
HI strydojo
We are sorry to hear this. Thank you for making contact with us and bringing this to our attention.
This response serves as confirmation that your query has been received. I have attempted contacting you directly with no success. Please be assured that we are attending the pending fault reference. I have made contact with the technical team and the manager in your area. Unfortunately the reason for the delay is due to a high workload in the area. I have been assured that the team will attend as soon as possible. We will make contact and follow up when notified of the tech dispatch to attend the pending fault reference 117CTK070117.
Interaction ***
Regards
Keagan
Telkom Social Media Team
Best regards,
JS
Johan S's updateReviewer Update
18 Jan 2017, 10:33Telkom eventually did fix my line after 6 weeks and 4 days. The eventual fix was a loose connection in an underground cable that was caused by a cable replacement according to the information we received. It eventually took the technician under and hour to fix the problem, from the time he showed up at our house to trace the fault until the fault was fixed ( and I would like to give recognition to the the technician who did eventually show up). In the build-up to the resolution, I was told three times that they had already fixed an underground cable (?), four times that a technician had been assigned (?), received various commitments of receiving feedback from technicians (none honored) and twice a commitment that the problem would be fixed within 24 to 48 hours (which did not happen). It is unbelievable that a company can break something and leave you with the mess for more than 6 weeks without knowing about it or fixing it, but then again - we are talking about Telkom!
JS
Johan S's update18 Jan 2017, 10:33
Reviewer Update
Telkom eventually did fix my line after 6 weeks and 4 days. The eventual fix was a loose connection in an underground cable that was caused by a cable replacement according to the information we received. It eventually took the technician under and hour to fix the problem, from the time he showed up at our house to trace the fault until the fault was fixed ( and I would like to give recognition to the the technician who did eventually show up). In the build-up to the resolution, I was told three times that they had already fixed an underground cable (?), four times that a technician had been assigned (?), received various commitments of receiving feedback from technicians (none honored) and twice a commitment that the problem would be fixed within 24 to 48 hours (which did not happen). It is unbelievable that a company can break something and leave you with the mess for more than 6 weeks without knowing about it or fixing it, but then again - we are talking about Telkom!