Line Suspended for No Reason

Hi there,

I have been a Telkom customer for 15 odd years. My account has always been paid on time and I have never been in bad standing with any company, which is why my account suspension came as more of a shock to me.

My line has been down since Thursday, the 5 April. No internet and no calls. I had to use the Telkom website to report the fault. I then received a reply that the fault was rectified and my line was back, but this was false. I then rep**** with ‘Yes’ to the follow up message and later received the same message that the fault was rectified, when it wasn’t. I then logged in another fault via the website and also used the live chat technical support to report it. I was chatting to Siphamandla and he told me that the line was suspended. He said he would try to solve the problem. He then left for a while and later told me that the fault was sorted and my line was no longer suspended, however it was still the same. I then used a neighbor’s line to call 10210. The assistant escalated the fault and gave me the number ********** . She said a technician will be visiting us soon. He has not as yet come and the line is still down. I don’t think the fault is to do with the line but with my line being suspended. I don’t even have the luxury of following up on my case as my landline is non functional. This suspension without valid reason is placing me in a lot of difficulty.

Since November last year, I have been receiving calls from Telkom trying to coerce me into abandoning my landline for a wireless one. I categorically refused this offer and called to make my stance known. By the way, my neighbors all still have their lines running.

I then visited the Telkom store at the Glen yesterday trying to solve the problem. They couldn’t assist me and put in a request to have an agent call me. I spoke to technical and then to a manager named Samantha who looked through my case and found out that an order to terminate my line was put in on the 4th which is totally inaccurate as this wasn’t placed by me. She asked me to contact sales to have this solved. Their systems were down and they couldn’t assist me. I chatted online this morning using the live chat and they asked me to call 10213 which I did. I asked for the order placed on the 4th to be revoked but Zinhle, the agent told me that it couldn’t. And I should speak again to technical!! The reference number for this call is ********** 33.

The number to cease the service on ********** 391 is order no : ********** 69A .

My request to you is to solve this problem as soon as possible. I want my landline and adsl restored ASAP and I want my account to be adjusted pro rata for the down time.

If this problem is not resolved by the end of this week, I will escalate this matter to ICASA and lay a formal complaint against Telkom, together with having this reported on all forms of social media.

Hoping for your speedy and prompt response.

A really pathetic show of service to a long standing customer.

Kind Regards Zaid