Just be patient

I called 10210 to report the fault. I was given ref number. The agent I spoke with assured me that a technician will come to my home and restore connection the following day. When I arrived home from work the connection was still down. I hadn't received any form of communication that my query was being dealt with. I tried calling 10210, but I health on for over 15 minutes & had to hang up as I could afford to wait any longer. This morning my wife called in to find out when we can expect the connection to be restored, the consultant she spoke with advised her that the query has been escalated and we should be reconnected today. The entire day passed and still nobody came to repair the lines, and yet again we received no communication from Telkom. I called in again this evening and spent over 1.5 hours on the phone trying to get someone to take ownership and resolve my query. Not one of the people o spoke with where able to commit to anything and they could do tell me to go to a Telkom store to get a device that will allow me access to 1 gig. I'm concerned that you staff aren't adequately trained to handle complex queries, nor are they empowered to make decision.