Just want it to work....
It has taken me at least 4 days to decide if I will write this review.
Is it only me or has Telkom service gotten worse over the past years.
The average time to get hold of someone at their call centre is 25 minutes if you are lucky. What makes dealing with Telkom even worse, is after it took you 25 minutes to get a hold of someone, they send you from Pillar to post. Within an hour of dealing with various individuals, you still end up with no solution to your problem.
Problem 1. Not taking away that it is a great idea to be able to activate additional service online, however if your systems are not functioning, trying to sort the issue becomes an absolute nightmare. With that being said, on the 1 July 2018, I tried to link Show-max to my account ( ********** 560) online. Ensuring that I follow every step online, I get confirmation that service has been activated successfully and I should receive a voucher pin via sms. Unfortunately this was not the case and I access the line “ I did not receive my ShowMax voucher” and email asking for assistance.
A day later I did not get any feedback and decided to contact Telkom for assistance on the 2 July 2018. After holding on for 30 minutes, just to hear! Sorry mam, you have come to the right place, however I am unable to activate services because our systems are down at the moment. I politely thanked the consultant and said I would call back (It was good to know that I did not have to worry about to above because an agent will be able to action my request the next time I call back)
On the morning of the 3 July, I tried to activate service again via the self-help portal, but experience the same issue as before.
I then called Telkom, already accepting the fact that it will take me at least 25 min to reach an agent. A Lady (unfortunately did not get her name) rep****, advising that she can see an 2 allocation for the ShowMax services. I then explained my dilemma of not receiving a voucher pin. She advised that this is being managed by a different divisions and I should send an email to: ********** quoting Service ID: 19660TK ShowMax and the will be able to sort my problem.
Before I accepted, I mentioned that since she can see two service allocations, I will need one to be deleted as I do not want to be charged twice. She assured me that she will log a call to get the one item removed by logging a fault with their IT team.
I patiently followed her instructions and emailed the ShowMax support team, explaining for issue and quoting the Service ID is was given.
My Email read as follows:
Good day
I am trying to add ShowMax to my Telkom account but am not receiving the voucher number as confirmed.
Account number: ********** 56
Kindly activate or assist with voucher pin,
Also confirm that there will not be any duplicate (won’t be charged twice due to Telkom system errors) as I only need one pin.
I then get the following response:
Hi Mercia,
Could we kindly ask that you sign in on My Telkom account (https://apps.Telkom.co.za/alpha/public/register) to resend voucher code or get in touch with Telkom on http://www.Telkom.co.za/today/help/personal/talk-to-us-anchor/.
If you are still experiencing issue, kindly provide us with the following:
1. V number from Telkom. 2. Telkom statement showing V number and ShowMax deduction.
Kindly note that TK number 19660TK is not registered on our data base.
Please let us know if you require further assistance.
1. The link sent does not work 2. There is no statement issued for the month as yet, so that option won’t work (making me feel that whom looked at mail, did not bother to read it) 3. The TK number as given to me by Telkom,.
I then opted to log on to the personal talk, but I am sure you can understand that I am getting a bit irritated by now.
I explained the same issue to Ntabiseng, just to get her to reply and ask me for a V number. Now come, really! I thanked her for effort to assist and said I will call the helpdesk once again to cancel everything.
This morning (04 July 2018) I called in asking for the request be cancelled. Guess what? The first one is still pending, and was never logged for cancellation as promised by the first lady.
The nice gentleman Aubrey need to find out how we can resolve, as this is being managed by a different division.
Now I made it clear that I will not be as patient if I see a bill for 2 services that I can’t access, and I can appreciate Aubrey’s efforts to try and get to the bottom of this.
Surely there is a huge challenge within Telkom, I do not even want to talk about my terrible network for a 20mbps unlimited contract I am receiving.
I am truly speechless by this, and am sure that if we as consumers stop paying for services that does not work. Telkom will not be happy either.
I cant even type Network Problem 2- Because of the ongoing network issue. My intention is definitely not to write a novel, but get the service I am paying for. T