No ADSL service for 2 months, no update from Telkom!

Item: Telkom
Rating: 1
Author: Luqman A

My ADSL line has been down since 11 March. I logged a fault and was given ref number ********** 2. It was closed even though issue was not resolved. I logged another one on 15 March with ref number ********** 4 which is still open. There is another fault with ref number ********** 1 which has been open since 25 March. I've called several times to the call centre to find out what is going on, and I keep getting the consultants "escalating" the fault and getting promised that a technician will contact me. I was told that the problem is with cabling, and that it has been referred to the cabling department. But I called again on Thursday 26th to get an update and was told that it hadn't even been assigned to a cable specialist yet! I tried to speak to a supervisor in the call centre and was told that the consultants are not allowed to call a supervisor to the line (REALLY?!!) I got absolutely no joy in speaking to ANYONE that could tell me ANYTHING about what was going on with my issue or when it would be resolved. This is extremely frustrating, and it is only for the reason that there is currently no fibre in my area that I don't cancel my Telkom account and move elsewhere. I need for a supervisor to call me with a resolution to my problem as soon as possible.

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Replies (2)

Luqman A's updateReviewer Update

04 May 2018, 16:34

So Telkom sent a technician who probably knew more than the other technicians that had been sent earlier. On Wednesday 2 May, the line was up and running. and the technician told me that the problem could have been fixed by any of the other technicians. So I was without internet for 2 months because the technicians either are not properly trained, too lazy or not thorough enough to find the fault the first time around. This annoys me very much because I had to buy an LTE router and lots of data to make up for the downtime... very costly for me. Telkom can make it up to me by giving me 2 months free on my ADSL account (besides not billing me for the time I was down, of course) to compensate for the 2 months the line was down. Failing that, I will be hunting for the first company to offer fibre in my area and cancelling my Telkom accounts accordingly.

Luqman A's update04 May 2018, 16:34

Reviewer Update

Luqman A's updateReviewer Update

04 May 2018, 16:36

Also, it didn't sound like if the fix that the technician did was permanent. I believe that the cables still need replacing in order for the problem not to reoccur.

Luqman A's update04 May 2018, 16:36

Reviewer Update

Also, it didn't sound like if the fix that the technician did was permanent. I believe that the cables still need replacing in order for the problem not to reoccur.