Incredibly Frustrating Experience

I recently switched form ADSL to Fibre. As a result I needed to cancel my old ADSL line. I could not do this telephonically as I needed to do this after hours. I did it via the online portal. I was unsure of which products I should be cancelling and mistakenly cancelled multiple items. I was initially concerned by this, but the I was informed that I would receive a confirmation call before any cancellation was finalised. This set me at ease.

However, as the time grew closer to the end of the 30 day cancellation period, I decided to phone in and make sure that only my ADSL line gets cancelled. I was assured that was the case by the cancellation agent that took my call.

Well, today the 30 day period is over and my Fibre is not longer working. After a full day of talking to Telkom I found out that my Fibre was cancelled alongside my ADSL. It is now too late to reverse the cancellation. It took me three trouble shooting calls with technical support, then a call with sales, a redirect to cancellations, and finally another call with sales before I was informed of the real reason my internet was down.

I am now told it will take 14-21 work days to get a new fibre line installed. I also face penalties for the old install and modem. I was already frustrated with the customer experienced before todays events. Calls take forever to be answered and queries are not resolved accurately. This has been an exercise in exasperation. I will now have to deal with their disputes department to avoid the penalties. I find it hard to believe how bad this experience has been