No landline or ADSL connectivity

<p>Good afternoon,</p> <p> </p> <p>The following posted on your Facebook page on 7 May has reference:</p> <p> </p> <p>Good day. My landline had been out of operation since middle of April. The first fault was logged online with reference number 32CTK190417. According to an sms received thereafter the fault was restored. I don't understand how that was possible since I still could not make or receive calls. I then logged another fault via your call centre. I was assisted by Thozamo and the new reference number ********** 42 was allocated. A technician was dispatched to my home where he managed to restore the connection successfully but within 24 hrs it was down again. Please advise how to escalate this problem to someone higher up as I'm fed up of having to deal with the same problem over and over again. The service I receive in the Elardus park area is intermittent at best and the rare occasions that my phone does work the connection is poor. Is there anything being done to rectify the problem if indeed anyone at telkom has even discovered what it is. Should this persist I will be discontinuing my account with you as it is a waste to pay for something that hardly ever works.</p> <p> </p> <p>I received a response to this message on 10 May. It reads as follows:</p> <p> </p> <p>Hi, your fault is in hand with a cable tech but no repair time due to workload. We have also run some tests on your line and test results indicate phone of the hook. Please check all your phone connection make sure phone is plugged in correctly and on the hook. If possible please test with another handset and advise. ^HR</p> <p> </p> <p>The connections were checked and were fine but there was still no connection. My husband had had the handset tested at his workplace prior to me sending the first message on the 7th as we were aware that call-out fees would be charged to our account should it be the handset that was faulty. This however was not the case. I was then informed that the “technical team would investigate and advise. ^CR”</p> <p> </p> <p>I then made a follow up query on 12 May as I had not yet heard back from your technical team. I was told that a fixed line team would follow up and a fault was then logged on my behalf with reference 101ATK150517. A technician was then dispatched to the premises on 14 May and he informed me that the fault is an underground cable. He did not know how long the fault would take to be resolved as he had to refer it to another department for further handling.</p> <p> </p> <p>Now, in April 2016 I had a similar problem whereby the line was dead. Upon reconnecting there was an extreme amount of static in the background to the extent that it was impossible to hear the caller at the other end. When I approached Telkom with this issue the technicians informed me that it was due to water damage to the underground cables.</p> <p> </p> <p>Clearly these issues have not been rectified as I am experiencing ongoing problems with my landline. My ADSL connection is currently not working either and according to the ISP it is beyond their control as they are solely reliant on Telkom to sort out their lines. Meanwhile Telkom has initiated fibre connectivity in my complex and I’ve had sales people calling me asking whether I want to install fibre in my home. It seems that Telkom’s sole interest is in having everyone convert to fibre connections and the ADSL users fall by the wayside.</p> <p> </p> <p>I’m not impressed with the level of service I’ve received from your company. Kindly escalate this complaint to your management as I’m fed up with dealing with the guys on the ground who either have no interest in assisting or do not have the capability to do so. For a company whose apparently voted the “best” in many areas I find that your customer services leave a lot to be desired.</p> <p> </p> <p>Mrs S Muthiyalu</p>