LTE Signal issue not resolved!!!
<p>I upgraded my LTE service to the 100GB high end service (R999 per month) to do NetFlix streaming at home. I was assured the service will work and the signal is perfect where I live. It was working 100% for 1 month and then I started having problems to do streaming. I raised a request with Telkom in November 2016 regarding a terrible LTE signal and that I could not do streaming anymore. I have not officially given up trying to resolve this matter with Telkom as the call centre only says they will escalate but I get zero feedback and the matter is not resolved. Telkom sent two sets of technicians do do an assessment at my house and both teams confirmed the signal is not up to standard and recommend an Antenna needs to be fitted at my house. Somehow this feedback goes to the network department but no action is taken. Customer feedback and engagement is terrible and what I found is the call centre and technians are all outsourced services and Telkom takes no accountibility to resolve the matters and you cannot speak to the network department or Telkom parties directly. I am very unhappy to continue paying for a high end service that does not deliver what I pay for and when I said downgrade me back to my old service (20 GB per month normal LTE) I needed to pay a penalty fee which I am also not happy with. I spoke to Telkom call cntre last week and they again escalalted and said I will be contacted within 48 hours...I am still waiting. I am about to go to the bank and cancelling the Debit order to stop paying and moving my demand to a competetor and happy to fight Telkom in legal process on this as I have tried to work the support services put in place with no avail.</p> <p> </p> <p>at my house since I cannot do streaming of NetFlix.</p>
Good day Geldenhuys ,
Please privately reply and provide your affected number and Id number for further assistance.
Your reference number is AI***.
We apologize for any inconvenience caused.
Regards,
Busi
Telkom Social Media Team
Good day Geldenhuys ,
Please privately reply and provide your affected number and Id number for further assistance.
Your reference number is AI***.
We apologize for any inconvenience caused.
Regards,
Busi
Telkom Social Media Team
Thanks Busi for the response.
I rep**** with my ID number and case number. Let me know if you require any additional information from me.
Please note my patience is up and I am not interested to wait weeks for this to be resolved. I want to see immediate action otherwise I will continue to expose this bad service, canceling my debit order moving my business elsewhere.
Thanks
Geldenhuys
Thanks Busi for the response.
I rep**** with my ID number and case number. Let me know if you require any additional information from me.
Please note my patience is up and I am not interested to wait weeks for this to be resolved. I want to see immediate action otherwise I will continue to expose this bad service, canceling my debit order moving my business elsewhere.
Thanks
Geldenhuys
This is an update on my case with Telkom and the problem persists with no further communication from Busi or the Telkom Social Management Team.
I received an sms yesterday that my case has been closed and I should contact the Telkom helkpdesk. I called them today and Telkom decided it best to downgrade my 100GB LTE contract to the same 20 GB contract I had before. I take this as admission that the 100GB LTE service is not working and they are unable to fix the issue. Telkom credited my account with R400 in the process.
This is still unacceptable and I re-opened a new case today to log a dispute about the refund and downgrade contract.
There are three issues I dispute with Telkom and need clarity on:
1. I paid R399 per month before I upgraded and they are now charghing me R450 per mmonth for the same service I had last year before
2. I was now put back to a new 2 year contract and not just back to my old contract locking me in for 2 more years into a contract with Telkom
3. I only recieved aR400 refund and I paid R600 more for the service for 5 months that Telkom admited is not working and there is not covergae at my house. I should be refunded R600 x 5 = R3200
4. The notes in the case clearly stipulates that there is not coverage at my house and this raises the question of why I should even continue with their 20GB LTE service becuase it uses the exatct same signal? I asked that the technical department explain this to me but I am not hopeful I will get any reply.
The dispute case number is 206 27 153.
Geldenhuys
This is an update on my case with Telkom and the problem persists with no further communication from Busi or the Telkom Social Management Team.
I received an sms yesterday that my case has been closed and I should contact the Telkom helkpdesk. I called them today and Telkom decided it best to downgrade my 100GB LTE contract to the same 20 GB contract I had before. I take this as admission that the 100GB LTE service is not working and they are unable to fix the issue. Telkom credited my account with R400 in the process.
This is still unacceptable and I re-opened a new case today to log a dispute about the refund and downgrade contract.
There are three issues I dispute with Telkom and need clarity on:
1. I paid R399 per month before I upgraded and they are now charghing me R450 per mmonth for the same service I had last year before
2. I was now put back to a new 2 year contract and not just back to my old contract locking me in for 2 more years into a contract with Telkom
3. I only recieved aR400 refund and I paid R600 more for the service for 5 months that Telkom admited is not working and there is not covergae at my house. I should be refunded R600 x 5 = R3200
4. The notes in the case clearly stipulates that there is not coverage at my house and this raises the question of why I should even continue with their 20GB LTE service becuase it uses the exatct same signal? I asked that the technical department explain this to me but I am not hopeful I will get any reply.
The dispute case number is 206 27 153.
Geldenhuys