My VDSL service has never worked.

<p>Good evening.</p> <p>I am not even sure where to start with this.</p> <p>I placed an order for a VDSL line, almost two months ago. After a series of poor planning on the side of Telkom, where the installation engineers would arrive on days which I have indicated that I will not be home on.</p> <p> </p> <p>Eventually, the installation engineer arrives on the actual day which I had asked for. This day was last Saturday 29 July 2017. What has followed is probably the worst customer service I have experienced in some time.</p> <p>1. The guys who did the installation for the order number ********** 24 / ********** 46, does the installation and seemingly everything is going fine. Then right at the end, he tells me that my router is not working and I should buy another router. A brand new router I had bought the previous Friday evening in anticipation of the Saturday deployment. He says this, and he leaves with nothing working. No investigation was done on the router, not on the line. He took a look at the router and because the DSL light was not switching on, he said I must get a new router.</p> <p> </p> <p>2. Between the following Saturday, Sunday and Monday I spent over 4 hours on the phone with a number of Telkom support engineers and sales trying to figure out what exactly is the problem. I eventually find that:</p> <p>2.1 My account was not even activated.</p> <p>2.2 There is a Telkom Internet Number which nobody had ever bothered to give me.</p> <p>2.3 My password and username were never given to me.</p> <p> </p> <p>It was only on Tuesday afternoon when I talked to a support engineer of the router manufacturer that for the first time I got a rational lead into what may be the problem. The service and speed I asked for are classified under VDSL while the router I had bought is ADSL. No Telkom support technician made this connection.</p> <p> </p> <p>So anyway, I buy a brand new VDSL router on Tuesday evening. Bring it back home, connect it to the line. And for the first time, I see the DSL light switching on. So I know I am on the right track. Configure the router with the username and passwords that I have received eventually from Telkom. Still, no internet.</p> <p>I spend +R100 of airtime with a Telkom technician on in Tuesday evening explaining everything all over again - because I have to tell the same story over and over again to multiple Telkom support technicians each time I speak to a new technician as nobody follows up with anything at Telkom. After resetting passwords multiple times and over 45minutes on the call with a technician (at my cost), finally, a fault is logged. Fault number 391ctz010817</p> <p> </p> <p>Wednesday afternoon I get a call from someone who says they will send over a technician. Excellent.</p> <p> </p> <p>Today, the technician arrives. And they go through the same nonsense of resetting the password. Completely wasting my time. Then he does another test. The test says there is noise on the line. Ok. He does a few other things because there is still no internet .... and finally he decides that the port of the line must be changed. OK. So the port gets changed even at the exchange. Comes back 2 hours later, and nothing has changed.</p> <p>Then he tries even with his own router. Same problem. And then he gets on the line again with some other technician. And the technician says there is a problem in the area. Wonderful.</p> <p> </p> <p>I ask when is this problem going to be solved. He tells me that services should be restored today at 3pm. Its almost 10 pm now and the services are still not reported. </p> <p> </p> <p>From where I am, services have never worked. So it still very much uncertain what exactly is the problem in the network. What I do know is that Telkom has wasted a lot of my time and money just for me to have reliable internet - which is clearly not really at all as this is a brand new installation.</p> <p> </p> <p>This problem is still not fixed.</p> <p> </p> <p>And then to add to insult, I get a message informing me that the issue has been closed. It is as if Telkom support staff have purposely done everything to infuriate me.</p> <p> </p> <p>This goes beyond disappointed. This is completely insulting and I regret every bit of having Telkom as a subscriber.</p>