1 reviews | Active since Jul 2016
Fiber ordering and service
<p>i have had possibly the worst ordering experience of my life with telkom fiber. I ordered fiber as it came live. Firstly the telkom consultants couldn't locate my address and completely messed up the original order.</p> <p> </p> <p>i placed a second order with the reps that come to your house. This made some progress, I got an account name, login and a reference. I was asked to pay a deposit which I made payment of. Upon visiting a store I was told I shouldn't have had to pay a deposit as I have a business line, residential line and adsl line with telkom. Regardless I paid the deposit hoping to move forward with my order.</p> <p> </p> <p>After 8 follow up calls to the call center and false promises, I was told they don't have the hardware for he installation, upon hearing that my associate who lives 5 houses from me was contacted for installation even though their order was placed 2 weeks after mine and they paid no deposit, I was extremely agitated. After another long call in the call center I was promised again an escalation and a resolution.</p> <p> </p> <p>Being an optimist I hoped this was it and I was happy to wait another week or two for my order of almost a month now. I now get correspondence from telkom asking me to pay another deposit of the exact same amount in 7 days else my order cannot be processed. </p> <p> </p> <p>I cannot believe this level of incompetence Telkom has showed. This is absolutely unacceptable customer service. There is no care or follow ups and actually no system in place for this process. I wouldn't suggest bothering with telkom fiber to anyone out there it will cause more harm than good. Rather give an independent service provider a chance then feeding a failing corporate. </p>
Good Morning Mr Wilkinson,
Our apologies for this , please send us your ID number and order number to *** and quote referance number AI*** , we will do our best to resolve this issue for you thank you
Kind regards
Yazied
Telkom Social Media
Best regards,
Good Morning Mr Wilkinson,
Our apologies for this , please send us your ID number and order number to *** and quote referance number AI*** , we will do our best to resolve this issue for you thank you
Kind regards
Yazied
Telkom Social Media
Best regards,
The day I posted this review, I called Telkom again to find out. After complaining to one line manager he managed to organise my installation for 4 days later.
I had hoped this nightmare would come to an end. The day of my installation, the technician arrived and performed the full installation in about 3 hours. Then the bad news comes. The technical explanation given me to was that I have been assigned the 7th port, but only the first 6 are open, even though I was the first resident in my fiber box section to be plugged in.
Now I had to wait for another technician to come and complete my installation as they would then open these ports. The day of the installation concludes and no one has arrived. Midday the following day I called the original technician and asked him. He further exclaimed he not sure what happening with guys and where they are and why they havent opened this port. Everything is installed and ready, the internet lights are red until this port is activated. The second day concludes and I have had no one to finish my installation. I am a chartered accountant and work from home, I have had to sacrifice certain business activities waiting for these technicians for 2 days as I have had to keep myself available for the installation due to the complicated network setup I have for the business. I dont understand why an installation would be set up without planning or ensuring that everything is ready for the installation.
Although today was voting day and a public holiday its the third day that I am waiting for my installation to be completed.
I still am baffled with this shocking level of service and planning. I wish I had alternatives but currently Telkom is the only available provider in my area.
Summary of my experience:
- Over fifteen 20min+ phone calls to call center.
- 6 weeks since original order was placed
- 4.5 weeks since 3rd order which was finally logged through system was placed and acted upon
- 28 days since the deposit for fiber order was paid and received by Telkom
- 2 days since installation was meant to be concluded
- 3 calls with line managers in call center following up Telkom system errors
The whole time fiber was available in my area. I signed up for one of the top packages as well which does not warrant special attention, but to me I would expect a certain level of eagerness from Telkom to obtain this monthly cash flow. Its very poor business practise and sadly due to limited competition its what we as consumers are subjected to - to obtain service delivery.
The day I posted this review, I called Telkom again to find out. After complaining to one line manager he managed to organise my installation for 4 days later.
I had hoped this nightmare would come to an end. The day of my installation, the technician arrived and performed the full installation in about 3 hours. Then the bad news comes. The technical explanation given me to was that I have been assigned the 7th port, but only the first 6 are open, even though I was the first resident in my fiber box section to be plugged in.
Now I had to wait for another technician to come and complete my installation as they would then open these ports. The day of the installation concludes and no one has arrived. Midday the following day I called the original technician and asked him. He further exclaimed he not sure what happening with guys and where they are and why they havent opened this port. Everything is installed and ready, the internet lights are red until this port is activated. The second day concludes and I have had no one to finish my installation. I am a chartered accountant and work from home, I have had to sacrifice certain business activities waiting for these technicians for 2 days as I have had to keep myself available for the installation due to the complicated network setup I have for the business. I dont understand why an installation would be set up without planning or ensuring that everything is ready for the installation.
Although today was voting day and a public holiday its the third day that I am waiting for my installation to be completed.
I still am baffled with this shocking level of service and planning. I wish I had alternatives but currently Telkom is the only available provider in my area.
Summary of my experience:
- Over fifteen 20min+ phone calls to call center.
- 6 weeks since original order was placed
- 4.5 weeks since 3rd order which was finally logged through system was placed and acted upon
- 28 days since the deposit for fiber order was paid and received by Telkom
- 2 days since installation was meant to be concluded
- 3 calls with line managers in call center following up Telkom system errors
The whole time fiber was available in my area. I signed up for one of the top packages as well which does not warrant special attention, but to me I would expect a certain level of eagerness from Telkom to obtain this monthly cash flow. Its very poor business practise and sadly due to limited competition its what we as consumers are subjected to - to obtain service delivery.