No urgency on support to customers after escalating

I would just like to share my VERY inconvenient and irritating experience with TELKOM technical support. On 9th July 2020 we had very bad weather in Cape Town with extreme winds, the telkom pole cabling was affected which caused my line to be completely dead. With our current COVID-19 conditions, I am forced to work from home and fully rely on the telkom DSL service being available.

So, I logged a fault with Telkom directly via telephone and to my surprise a technician was assigned and at my doorstep the very next day, I was truly impressed with the speed of support. The technician tied a new cable between my pole and the neighbours pole 2 properties away but was forced to stop due to rain, which I fully understand, the technician advised that he would return the following day or Sunday to finish the work. I then spotted the technician on the neighbors Telkom pole the Sunday for a couple of hours. The technician then left and never returned again and didn't even have the decency to come to me to provide an update.

After I escalated via the helpline 10210, a new technician came to my premises the Tuesday 14th July 2020 and spent about 3 hours checking the line and climbing poles. The technician then came to me and advised that he cannot touch what the initial technician did and I have to wait to the previous technician to return and complete the work. He then left and 4 escalations later I sit today still waiting for my line to be fixed.

I spoke to a telkom consultant today 20th July 2020 who advised that a new technician has been assigned and will be sorting the issue out 22nd July 2020. I then asked the consultant to transfer me to a supervisor or a manager, the consultant then said he will do so. The next thing I hear is the Telkom survey asking about the quality of service (I clearly gave the lowest ratings possible).

I have been spending a huge amount of money on MTN data just to be able to work, I pay telkom religiously every month for this service so I expect the same punctuality with service and support when I need it.