pM
puseletso M
1 reviews | Active since Jan 2015
14 Sept 2024, 12:14
I cant access my customer portal to manage my contract
My Telkom mobile app is not reflecting my new contract number only showing my prepaid old numbers. Called Telkom device support and they advised I deregister my Telkom profile, after deleting it . It doesnt allow me to re-register with my used email address. Now I cant access my customer portal and mobile app to manage my Telkom numbers. *** Sanelesiwe stated she will escalate to IT support for resolution.14Sep2024(Saturday)
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Replies (2)pM
puseletso M's updateReviewer Update
14 Sept 2024, 12:44 Dear Telkom Support,I hope this email finds you well.I am Puseletso Maraba ID:***.On 14 September 2024, I contacted your device support team to assist me with enabling my contract number to display on the Telkom mobile app. I was instructed to deregister my profile and then re-register, which would allow my contract number to display on the app. However, after following these steps, I encountered the following issues:
- I am unable to re-register a new profile using my email address (***), as the system states that the email address already exists.
- I can no longer access the customer portal to manage my Telkom prepaid and contract numbers, which limits my ability to monitor data usage and control spend limits.
- I attempted to create a new account via both the portal and the app, but received the error: "Email (***) already exists."
- I tried the "Forgot Username" option, but the process stalls at the stage of creating a new password.
- I contacted support again and spoke to Sanelisiwe (***), who mentioned that the issue was escalated to the IT backend for resolution, but I haven’t received any updates.
- I also reached out to your billing support team (***) and was advised to email finance for assistance, but this has not resolved the issue.
- I even visited the Wonderpark Telkom branch, where I was advised to contact the support team responsible for creating my contract. Unfortunately, this did not lead to any resolution either.
- To manage my airtime and data on my prepaid numbers.
- To monitor and control account expenditure on my contract numbers.
pM
puseletso M's update14 Sept 2024, 12:44
Reviewer Update
Dear Telkom Support,I hope this email finds you well.I am Puseletso Maraba ID:***.On 14 September 2024, I contacted your device support team to assist me with enabling my contract number to display on the Telkom mobile app. I was instructed to deregister my profile and then re-register, which would allow my contract number to display on the app. However, after following these steps, I encountered the following issues:
- I am unable to re-register a new profile using my email address (***), as the system states that the email address already exists.
- I can no longer access the customer portal to manage my Telkom prepaid and contract numbers, which limits my ability to monitor data usage and control spend limits.
- I attempted to create a new account via both the portal and the app, but received the error: "Email (***) already exists."
- I tried the "Forgot Username" option, but the process stalls at the stage of creating a new password.
- I contacted support again and spoke to Sanelisiwe (***), who mentioned that the issue was escalated to the IT backend for resolution, but I haven’t received any updates.
- I also reached out to your billing support team (***) and was advised to email finance for assistance, but this has not resolved the issue.
- I even visited the Wonderpark Telkom branch, where I was advised to contact the support team responsible for creating my contract. Unfortunately, this did not lead to any resolution either.
- To manage my airtime and data on my prepaid numbers.
- To monitor and control account expenditure on my contract numbers.
pM
puseletso M's updateReviewer Update
16 Sept 2024, 20:23I recently canceled my Samsung Ultra 24 contract due to the consistently poor service I received from Telkom. Their customer support is disappointing, and I faced major challenges getting technical assistance.I contacted Telkom over 20 times, yet each call ended with no resolution. Instead of being transferred to the right department, I was repeatedly given numbers and options that led nowhere. The customer service agents, many of whom lacked the technical knowledge to help, were often disrespectful and showed no empathy.When I asked for help accessing my customer portal to manage my account, no solution was provided. Even when I requested an IT escalation, I was told that Telkom doesn't have a system in place for escalations when their support can't resolve issues.Overall, this has been a frustrating experience, and I hope Telkom takes serious steps to improve its service and support processes.
pM
puseletso M's update16 Sept 2024, 20:23
Reviewer Update
I recently canceled my Samsung Ultra 24 contract due to the consistently poor service I received from Telkom. Their customer support is disappointing, and I faced major challenges getting technical assistance.I contacted Telkom over 20 times, yet each call ended with no resolution. Instead of being transferred to the right department, I was repeatedly given numbers and options that led nowhere. The customer service agents, many of whom lacked the technical knowledge to help, were often disrespectful and showed no empathy.When I asked for help accessing my customer portal to manage my account, no solution was provided. Even when I requested an IT escalation, I was told that Telkom doesn't have a system in place for escalations when their support can't resolve issues.Overall, this has been a frustrating experience, and I hope Telkom takes serious steps to improve its service and support processes.