Lack of knowledge and lack of urgency by Telkom and their officials..... Shocking

After a lightening storm on 31/12/2020 our phone line went down where we were unable to make or receive calls.

1/1/2021 logged a fault online with ref no. ***8 - gave tech some time to attend to the fault as it was holidays and we are in level 3 lockdown.

7/1/2021 - called in and spoke to Ntombi 14:12 at the call center explained the fault and she said it would be escalated and assigned to a technician. again gave some time for fault to be solved and tech to be assigned.

11/1/2021 called in spoke to Nobantu 12:38 at the call center again explained the fault, same solution and gave a escalation reference number : 87782.

13/1/2021 called in spoke to Silomela 8:28 at the call center explained once again, once again saying they have sent to the test center and technician will be allocated.

called in spoke to Lisa 14:06 as tech still had not been allocated, explain, agent took my details like the agents before and said I would be contacted a little while later...... No call back!

14/1/2021called in spoke to Phumla 10:45 explained, same solution, took details once again .... No call back all day.

15/1/2021 called in spoke to Nolusindiso 8.10 same solution. I then asked to speak to someone senior .... 8:45 someone senior got to the phone Nanqanso, this lady was of no help and continued to explain what agents had explained before continued with excuses and could not provide info for the test center or why the tech was not allocated she gave no clear explanation as to how this will be resolved.

It has been 15 day without service of the landline. call center agents seem to be like robots with no clue how to assist or give customers a sense of the status of the fault logged.

Our neighbours who have had the exact problem, we all logged the fault on the same day and all have bee sorted. but the call center agents have continuously maintained that no tech available.

It has been frustrating deal with the agents, as much as it is not totally their fault but they are the primary contact between customer and the company and their lack of knowledge and ability to assist leaves a lot to be desired. escalation processes do not work.

Account has been paid in full and we are with the service for half of the month already.

call logged 1/1/2020 ref no. ***8 escalation 11/1/2021 ref no. 87782