No Service Delivery - While pay for a service to be rendered - ADSL

Over the last few weeks I have experienced the worst service from Telkom.

But the worst is the infrastructure and how it being maintained on the fixed line services, this causes unnecessary down time on my ADSL(internet). Then when a technician comes around to fix or repair the line, they advise either: 1. I get wireless internet services; (but i am currently pay for a service) 2. They will not repair the fixed lines if it break again , as Telkom is going over onto wireless services; 3. Telkom should have never sold you this service as they are moving away from fixed line services;

But if you look at how they maintain or repair the lines, it is not done to the correct standard. 1. The line that runs to my house is not running from Post-to-post, but from post-to-wall-to-wall etc., someone can easily pull on the cable and damage the cable or ***** if the fixed line. 2. the Connection enclosure box on the post which my home line is connected to is not enclose, the covers is gone, all this will effect internet reliability and quality of the signal to be received

But the whole crux of the matter is, we get advised to log a call with the Telkom app. 1. I did that on the 27th of December when the line died, and I received a message at 23:23 "Something went wrong while attempting to log a call" - because of the time the SMS came through i did not notice it until the 29th. 2. on the morning of 29th of December I logged another call on the Telkom app, I received my reference number, and assuming because of the season they will only attended to it from the 2nd of Jan, i did not follow-up until the 3rd of January 2019 and again on the 4th. 3. I follow-up with the call center on the 7th and 8th on the 8th of Jan i received an escalation reference number. 4 . On the 10th of Jan a technician went my house to repair the line but on Friday the 11th of Jan the line was dead again. 5. That Friday evening I tried phoning the call center but no-one answered, I held on for very long and when i managed to get through on the Saturday morning the lady said it is probably because of high call volume here is the times i phoned and how long i held on for the call center: Friday: 17:39 12min 3 Secs - No consultant answered 18:10 13Min 34 secs - No consultant answered 19:54 6Min 53 secs - No consultant answered

Saturday: 08:13 8Min 10secs - Manage to spoke to a consultant - This consultant advised that the call is still open and will make a note to the technical department, to attend to the issue , but on Monday when i phone the to follow-up the call was then closed.

But on the Monday a new reference number was created again, meaning the process starts all over and moving me to the back of the line.

And the other problem that i experienced was that when i tried loging a cal on Friday the 11th of Jan on the Telkom app, I received messages stat that: "Dear Customer, Unfortunately you will not be able to report a fault on the number provided, since a fault has already been reported on this service."

My biggest issue if a similar problem persist to arise, why does Telkom not investigate and properly fix the problem? And when did poor workmanship became the norm to except, if something is not correct fix it properly? And if the the infrastructure is deteriorating, why has it not been maintained to the correct standard.

From the 27th of December until today the 16th of Jan i had internet only for one day and if you want to escalate the issue further: 1. The telemarketer will not allow you to speak to the line manager (while i am still keeping my cool and calmly explaining the history of the fault) and then she puts me person on hold for infinity; 2. None of the telemarketers want to give you an email where you can escalate the issue of the poor maintenance of the infrastructure where the telephone lines are lying on the neighbors walls instead being correct hanged from Post-to-Post(to the technical department)

I am just frustrated with this poor service delivery from Telkom as a whole.