Line error not fixed after more than a month - line is dead

On 2 Dec 2017, I reported an error on my ADSL line as it started on 27 November 2017 with dropping the line every few minutes. After following all their procedures and resetting ports etc, on 2 Dec I got the ref number. By 9 Dec it was still not fixed and I got an escalation reference - even that has not helped because Telkom decided by them selves that the case was closed on 14 December?! - without my problem being fixed. The case was re-opened and a technician FINALLY arrived to look into the problem on 20 December. He replaced some wiring and left. Telkom closed the file - but it was still not fixed - I had NEVER closed the case and when I received the SMS asking if the problem was corrected, I rep**** "NO" - but Telkom still decided the issue was resolved. I had to re-open a NEW reference number on 22 December since the line still had the same issue. Not only ADSL dropping, but the entire line (phone as well) goes dead for a few seconds then comes on again.. this would happen every few hours and sometimes every few MINUTES. So from 22 December I had to wait ANOTHER 5 days before it could be escalated, since there is the stupid policy to wait 5 days before escalating, even though the new reference was linked (apparently) to the original reference indicating the problem was still not fixed. By 3 January, NO ONE had been to even check my line or fix it, during this whole month, I had not received ANY updates from Tekom, nothing... but it has cost me over R500 in calls on my cell phone just to find out what is happening.

I was promised a supervisor would call - on 3 occasions, and they still have not done so. I have the name, dates and times of all calls, and all reference numbers as proof - I challenge and even dare Telkom to go listen to the recordings. Once consultant even said she can't do anything but "lets hope it gets fixed soon"? really? Is this Telkom's policy - allocate ADSL and hope for the best? Pathetic!

So today is the 4 January - My line is now completely dead - nothing.. no phone or ADSL... and I have not had ANY feedback from Telkom. i have an escalation reference, and this does not seem to mean anything since there has been no priority allocated to my case.

So, after 3 reference number and 2 escalation references, my line is dead, no internet no phone line and no feedback from Telkom. the client services are pathetic and all they can say is "the system says".... and that frustrates me since they are not prepared to even put me through to a supervisor who could do something. Every supervisor and manger is always in a "meeting" - they dodge customers and will never speak to any. what type of customer service manager is not willing to talk to a client frustrated with NO service for over a month.. and a line that does not work??

I have had Telkom ADSL for several years now - and had never had a problem until we moved to White River, where there seems to be NO service at all, from physical ADSL lines or even from customer service. Technicians say they are on their way, and don't pitch. One lady pitched up on a Saturday and said she had another client and will be back after lunch.. and never came. Technicians called me, confirming the problem and said they will attend to it - only to find out that nothing was done.

So today - I sit frustrated and STILL waiting for someone to attend to my non existent ADLS and phone line.

Out of frustration I write on this site now, since calling the call centre is working out too expensive and they cannot help me - neither would a supervisor help me.

I wish this message would reach someone who actually cares about customer service. I am on the point of cancelling with Telkom and don't mind paying more for wireless since that at least has service attached and works!!

Someone at Telkom - please - get someone to fix my line... really.. a month is WAY too long to wait for a problem to be fixed. The call centre just makes excuses...

very bad!

Initial reference: 2 December 2017: 26BTK021217 Escalated on 9 December 2017: ref: ********** (closed on 11 Dec at 10:49 by someone at Telkom without my consent) On Friday 15 December I spoke to Thabo, the floor manager, and also Thembo (from technical) who could not help but promised a supervisor will call me the next day. This never happened. I called on On Sat 16 Dec at 11:29 again I spoke to Siyantanda - again followed up. I was promised Team leader Lazola would phone me - this never happened. New ref on 22 Dec at 11:34: ********** 4 Escalated on 2 Jan with ref: ********** Another Ref on 2 Jan (when it went completely dead): ********** 4

Does Telkom actually care about customer service? This experience tells me they don't.