Internet speed and customer service

In March this year i’ve signed up with Telkom for the 4MB internet package on a month to month contract.

Since day one i’ve been having problems with my internet speed.

The following calls were logged

02 April 2018 ref no. 40CWK300318 a telkom agent reset my port and the line speed was restored to 4MB.

12 April 2018 ref no. 236CWK040418 the same was done.

The following calls were logged for the same fault.

1 May 2018 ref no. 46WK010518 11 June 2018 ref no. ********** 2 15 June 2018 ref no. ********** 2 23 June 2018 ref no. ********** 9

I was advised by telkom that i had a problem with the cabling at home which i installed new cabling from where the telkom line comes in till by the router and the problem still persisted. Then they mentioned that i might have a problem with my router which i replaced and still had the problem.

Everytime i log a call they send a technician to my house which says that theres a problem on my line at home but it was never fixed.

On the 15 June 2018 i found out that my service speed is 4MB and my Port profile is 2.99MB

Everytime the telkom call center agent resets my port and sets port profile to 4MB at 12am the line resets to 2.99MB

The 18 June 2018 i spoke to a team leader by the name of Nfundo Mphati who fixed my Port profile and assured me that it would be fixed, the next day the problem was back.

The 21 June 2018 i phoned again and spoke to Philani Juju who was also a team leader and fixed my port profile again, after explaining my problem he reassured me as well that my problem was fixed only for me to find out the next morning that my port profile was back down to 2.99MB

On the 23 June 2018 i phoned in and the call center agent notified me that my port profile was set to 2MB which she set it back to 4MB.

Nearly every night ive been running a speed test on my line and the speeds that i have getting getting is.

17/06/2018 - 0.08mb 20/06/2018 - 0.36mb 23/06/2018 - 0.46mb

After my port profile reset 3.46mb which i have screen shots of my speedtest.

I am disappointed for that fact that i have been logging continuous calls with telkom regarding this fault and it is still not fixed.

Kind Regards Ashwin