My sorry Telkom experience the last month

On 20 September 2018 my 10Mb uncapped ADSL line stopped working. The router indicated that the line was not syncing and I logged a call under reference number ********** 2. After various follow-ups a technician eventually came out on 28 September and fixed the line. I thought that was that and everything is fine. Was I wrong.

That night 12H00 my line stopped working. The router indicated that my line was syncing but that I no longer had internet access. The next day (was a Saturday) I phoned 081180. They informed me that my line (including telephone line) had been cancelled and that I must phone sales on Monday to find out what is going on. The problem is that I never requested my line to be cancelled.

The Monday (1 October) I phoned 10213 and I was informed that there was an internal request to cancel the line. The service agent informed me that she will sent an e-mail to the relevant user and request them to contact me regarding the cancellation. I did not expect to be contacted and I was right. The next day I phoned 10213 again and selected cancellations. The service agent told me pretty much the same story. This lady then proceeded to capture a new order for me under reference ********** 53A as she believed that this would be the quickest way to restore my service. I was grateful that she was prepared to try and assist.

It is now 10 October and the service is still not restored. The order shows pending on the app with the reason: “Checking stock in our warehouse”. I’m not sure what stock must be checked because everything for the service is already in place.

I have phoned 10213 again on a couple of occasions however they cannot provide any real update. I also visited 2 Telkom shops but on both occasions their systems were down.

All I want is for my service to be restored. I can see why people are leaving Telkom in droves, the service and systems appear to be horrible and when something goes wrong there is virtually no assistance. Unfortunately for the customer Telkom is the only ADSL provider in the country and I require ADSL for my internet connection.

Can someone in Telkom please restore my ADSL connection and also investigate who cancelled my line and why?