Misleading service

Good afternoon

I have been an existing client of Telkom for over 15 years. I recently decided to upgrade my copper line to Fibre. I went to Corkwood Mall in Uitenhage and ordered an upgrade with Telkom.

The order was delayed due to hick-ups on the system. Finally the order was confirmed and on 2023-01-27 I was phoned by Metro Fibre and an appointment scheduled for 10:30.

The technician arrived here to do "maintenance" and then this technician, named Edwin, told me that he was unaware that it was a new line installation???

Then I battled with their help desk because they had no router/modem upon installation for me. She said I had to go and collect it from Telkom. (Calls are recorded)

I did not accept this as I would not exacerbate any further expenses hence she spun me a story that it would be couriered by Telkom once she had processed this on her side upon completion of the Installation of the line. Where is this part captured when applying?

I told her that on the 31st of January 2023 my line was being suspended by Telkom as part of the upgrade process and that I cannot be without internet as I have an elderly dependent at home who relies on instant communication with me when I leave her alone whilst working a 12 hour shift in Uitenhage for the South African Police Service where I too serve the community.

Telkom would apparently expidite this. If I had known this was going to be such a mess and a complete waste of time, I would have avoided all of this drama.

It's time consuming and frankly poor service. I don't want my line cancelled/upgraded anymore. I will rather consider other options as this is poorly received but mostly pathetic service.

It is loathsome for me to be kept out of my sleep when I am working nightshift tonight (2023-01-27) whilst I arranged for a time of 10:30 only for for the technician not to have all his equipment or tools on site.

It is disconcerting that he needed to leave my residence on our agreed appointment to go to Builders Express to get what he needed to do the correct job in the first place. This is highly unacceptable for a company that outsources their service.

What if I was working and could only have one hour off to come from Uitenhage to open the house? I don't want Metro Fibre at all if this is how the business relationship starts.

Please escalate my problem, dismay and disgust to the relevant person or whomever can contact me to resolve this ********* way of serving existing clients of Telkom seeing as the copper line will soon become redundant. I eagerly await a prompt and applicable response.