Horrific Support from Telkom

I am simply appalled at the service of Telkom. I have never experienced such an appalling lack of service ever. I come from an industry that Always delivers good customer service but Telkom has embarrassed themselves when it comes to this lack luster approach to their customers.

I recently had relocated to Umhlanga, and moved my 4mb ADSL line account to the new residence. This was resolved quite timeously and I had appreciated the service at that time. However i had contacted Telkom during the course of last week (09 October 2017) to upgrade my current Line Speed from 4Mb to 10Mb.

I had assumed that this transition would of taken place quite easily telephonically but instead I was treated with a "SERIES" of nightmare customer service follies.

I had phoned in an spoke to a gentleman that informed me that this process is effortless and could be done easily, he had noted all my details, contacts number and filled in the order request for the upgrade, He had also mentioned that this "Order" was processed and you will be contacted within 72 Hours along with the upgraded 10Mb ADSL line.

This did not happen, after Day 4, I contacted Telkom once again to ask about this upgrade. I was treated to a very confused person who had informed me the system does not display any ORDERS that was requested or processed, naturally I was even more confused , My understanding was I have already given my details and had passed this initialization stage and had moved on for Processing; this sadly was not the case ; ... I was shocked to find out that the "SYSTEM" showed my account as a Pending Installation. I had my lined installed over a week and a half and the system had not updated this information which in turn meant that they could not process this new ORDER for the upgrade to 10MB. I then responded and mentioned that the previous gentleman that i had spoken to informed me that All was in order, I couldn't believe that not only was my account still pending installation but the order was not processed due to my account still pending installation for an order that has completed.

The agent did inform me that in order to proceed she had now have to close this installation order but was unable to perform this action due to a system error and had to escalate to IT. I accepted this fact and realized that the system may of thrown an error and requested an escalation beyond the agents s**** set.

Today I had received a call (17-10-2017 at 15:00PM) stating that the request to close to Installation order is complete, this was great news and was informed that i may commence to phone 10210 and put through your order for the upgrade from 4mb to 10mb.

This was great news, or so i thought.... After waiting 30 + minutes to contact someone, I was told that my account still shows that the installation order as pending and they cannot process this new request. I then informed that person ..."that I was not the one who had phoned, I was phoned by a person who stated this this installation was NOW shown as complete... they had mentioned that the installation order is closed and you may commence to phone in for the upgrade, I then phoned in an hour after this was mentioned."

Yet again , I was reciprocated with a confused remark about my system still showing as pending installation. SHOCKED !!!! How do i now respond to this !? What do i now say ?! She then mentioned that she was unable to close this request and will escalate this information. I mentioned that, this was escalated TWICE on the same week and I was called to say it was resolved.

I have no idea how to proceed next, Telkom has utterly shocked me with the level of support. i dont think i ever would get my line upgraded.

Thanks Telkom, for this horrible service.