AB
Andrew B
1 reviews | Active since Nov 2017
12 Nov 2017, 10:58
No Feedback/progress on Fault
On the 14th October 2017 my ADSL line went offline / lost connection completely. I phoned my ISP to check if it was something on there and it wasn't. They informed me they are getting no readings from the line so the issue is on Telkom's side. The logged a fault with Telkom and provided me the ***
Since then I have made use of the online chat and called the Telkom Call Centre multiple times (almost every second day) to ask for feedback / progress updates. For the first week I got the same response... "The technician is working on it". Now for the last 3 weeks I get the response "It's with the cable division". I have escalated this fault multiple times (5-6) and yet it appears that Telkom is doing absolutely nothing w.r.t. to getting this resolved.
The call centre informed me that a technician will call me and provide me with feedback regarding my line yet no one has phoned me.
I am currently on 3G as I am working from home time-to-time but at the moment my 3G costs are just getting insane. It is getting quite expensive to constantly work on 3G (but I guess Telkom doesn't care). In the last 4 weeks I have spent 3x times my monthly ADSL internet costs.
I am really disappointed the the service I am getting from Telkom w.r.t. my fault and it is unacceptable. I will be looking at alternative internet solutions as using ADSL is clearly not a option in our country.
Helpful (0)
Replies (6)0
Replies (6)
Telkom's replyOfficial
13 Nov 2017, 13:34Hi andrew-birdy-baird,
Thank you for making contact with us
This response serves as confirmation that your query has been received. We will look at the matter and provide you with feedback.
We really do apologize for any inconvenience caused to you.
Your reference number is: AI***
Regards
Launa
Telkom Social Media Team
Best regards,
Telkom's reply13 Nov 2017, 13:34
Official
Hi andrew-birdy-baird,
Thank you for making contact with us
This response serves as confirmation that your query has been received. We will look at the matter and provide you with feedback.
We really do apologize for any inconvenience caused to you.
Your reference number is: AI***
Regards
Launa
Telkom Social Media Team
Best regards,
AB
Andrew B's updateReviewer Update
14 Nov 2017, 15:24Hi
Telkom contacted me yesterday morning (2017-11-13) and informed me they will be looking into my fault and provide feedback once they have followed up with the relevant people. Still I have not received any feedback regarding the matter. Why is it so difficult to provide feedback?
AB
Andrew B's update14 Nov 2017, 15:24
Reviewer Update
Hi
Telkom contacted me yesterday morning (2017-11-13) and informed me they will be looking into my fault and provide feedback once they have followed up with the relevant people. Still I have not received any feedback regarding the matter. Why is it so difficult to provide feedback?
Telkom's replyOfficial
20 Nov 2017, 09:46Good Morning
Sorry for the delay your fault was escalated to your local dispatch analyst, ID : 129902 for team to expedite the delay is being caused by workload in the area, as soon as the team has an update it will be communicated.
Regards
Jawaad
HelloPeter Team
Best regards,
Telkom's reply20 Nov 2017, 09:46
Official
Good Morning
Sorry for the delay your fault was escalated to your local dispatch analyst, ID : 129902 for team to expedite the delay is being caused by workload in the area, as soon as the team has an update it will be communicated.
Regards
Jawaad
HelloPeter Team
Best regards,
AB
Andrew B's updateReviewer Update
20 Nov 2017, 11:18Hi Jawaad
Thanks for the feedback. It is quite funny as the Telkom call centre agents keep telling me that technicians are working on the problem but this indicates something else. When a person escalates an incident/fault it feels like nothing is actually being done i.t.o. delivery times. It's almost 5½ weeks and still I am nowhere closer to getting my ADSL back since week 1.
AB
Andrew B's update20 Nov 2017, 11:18
Reviewer Update
Hi Jawaad
Thanks for the feedback. It is quite funny as the Telkom call centre agents keep telling me that technicians are working on the problem but this indicates something else. When a person escalates an incident/fault it feels like nothing is actually being done i.t.o. delivery times. It's almost 5½ weeks and still I am nowhere closer to getting my ADSL back since week 1.
AB
Andrew B's updateReviewer Update
22 Nov 2017, 15:32Hi
Can I please get feedback on this fault?! I have called Telkom and they cannot assist me with feedback as the escalation ref was provided by the Telkom Social Media Team via hellopeter. I am starting to think that anything I try to get feedback is just being ignored. Why did I even post my problem on hellopeter as it feels like I am nowhere closer to getting my ADSL back.
AB
Andrew B's update22 Nov 2017, 15:32
Reviewer Update
Hi
Can I please get feedback on this fault?! I have called Telkom and they cannot assist me with feedback as the escalation ref was provided by the Telkom Social Media Team via hellopeter. I am starting to think that anything I try to get feedback is just being ignored. Why did I even post my problem on hellopeter as it feels like I am nowhere closer to getting my ADSL back.
Telkom's replyOfficial
03 Jan 2018, 10:20Hi, andrew-birdy-baird.
Fault 42ARK141017 has been closed. I hope your service is still running smooth.
This message confirms that your query has been closed.
Kind regards
Terrick
Telkom Social Media Team
Best regards,
Telkom's reply03 Jan 2018, 10:20
Official
Hi, andrew-birdy-baird.
Fault 42ARK141017 has been closed. I hope your service is still running smooth.
This message confirms that your query has been closed.
Kind regards
Terrick
Telkom Social Media Team
Best regards,