No landline or ADSL for 10 days. No help

We lost the landline and ADSL wifi which was first logged on Monday 31/12/18. Now 10 days later the service is still dead. Numerous calls into 10210 have failed to appreciate the urgency of the loss of business being run from this number. The wifi interruption was already noticed the prior weekend and calls made to those help centres, which didn’t solve the problem.

The tech (Eric) first went to the house and confirmed it was the cable when just the wifi wasn’t working. Since then the phone line hasn’t worked either. We were first told it was the cable but the cable tech doesn’t work after hours or weekends. Also we can’t count the public holidays as they are not working days! I don’t know if the cable has been replaced or not. I was now told today at 10210 the tech has only scheduled an ‘appointment’ (?!) for 2.30 tomorrow afternoon.

There is nowhere on the website where one can communicate with management. The ‘community chat’ looks like a blog which probably nobody at Telkom bothers doing anything about. There are 19 complaints logged on Hello Peter just for today so far!!!

I finally managed to get hold of Jason at 10210 who was very helpful despite my frustration. Despite all the complaints and calls, nobody till now had ‘escalated’ it. He has now logged an escalation. The note on their system was only last updated apparently on 5/1/19. Despite demanding to speak to the Team Leader I apparently couldn’t and was given these email addresses instead – Jason spoke to him.

After being grateful I got some help from Jason I stayed on the line to rate his service after the call – that didn’t work either as their system didn’t recognise the question responses from my cellphone.

This is a completely unacceptable service. I expect this problem to the solved today