Fault logged over 3 weeks ago

Item: Telkom
Rating: 1
Author: TJ J

Fault logged over 2 weeks ago I recently upgraded my line from 4mbps ADSL to 8mbps ADSL. I checked the telkom coverage map and my area can handle up to 20mbps VDSL. Upon upgrade of my account my speed dropped to an average of 1.95mbps. I did speed tests all throughout the day and left it like that for about a week thinking it was perhaps work bieng done on an exchange or what ever the case might have been, after a week I then called telkom and logged a fault with them. I left it for a week with no response from them at all. I then called them after 7 days of logging the fault and requested an update and i was told that the fault was not yet assinged to a technician and that it would be escalated for a quicker resolution to which i agreed. I then called them yesturday to find out what was going on and again was told that it was not yet assigned to a technician and that they are dealing with a backlog in my area which is (DIE HOEWES CENTURION). I was then told that it would again be escalated and i would recieve an sms confirming this straight after the call. This afternoon i called them again to find out why i never recieved the SMS. They had already confirmed my cell number multiple times at this point. I was once again told that the fault was still not assigned to a technician and was told to and i quote "Be Patient". I am paying a lot of money running this 8mbps line through telkom. I work from home. I understand that backlogs can effect turn around times but after nealry 2 and a half weeks the fault hasnt even been assigned to a technician yet? Absolutely nothing has been done. This has been "escalated" 5 times now and I am still at Square 1 with telkom. that brings me to today. 3 weeks has now gone by i still have Zero response from telkom at all. I called them today again and they told me that the FAULT WAS STILL UNASSASIGNED. THE FAULT HAS STILL NOT EVEN BEEN ASSIGNED TO A TECHNICIAN YET. ALL TELKOM EVER SAY IS "THIS HAS BEEN ESCALATED TO THE RELEVANT DEPARTMENT" If this matter is not resolved completely this week i will be arranging a meeting with my Attorney to begin proceedings.

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