No wifi access for 5 days

Reference number related to your query : NONE PROVIDED

• Service type and number associated with the query (e.g., mobile or fixed line): FIBRE. Number for fixed line cancelled ***

• Full name Anita Marina Pereira

RECEIVED A NEW ROUTER

HUAWEI Serial SN:***D579086

D-LINK MAC S/N D032C364DAC08

To the Customer Service Manager

I am writing to lodge a formal complaint regarding the total lack of service on my account and the unacceptable level of communication and technical support I have received.

Current Service Failure My fibre line is currently offline. Despite making five separate phone calls to your helpdesk, the issue remains unresolved. I have been provided with conflicting information by different agents—ranging from physical line faults to "main line" issues and payment discrepancies.

Despite an explicit promise from management that my service would be restored by the end of business yesterday, it remains down, and I have received no follow-up.

Historical Overcharging and Equipment Incompatibility Furthermore, this lack of service follows a period of significant billing and technical negligence. For over a year, I was billed for a 200Mbps line, yet the router supp**** by Telkom was incapable of supporting those speeds. I essentially paid for a premium tier of service that your own hardware could not deliver.

It is particularly galling that after finally downgrading to a lower package to match equipment's capabilities, I am now faced with a total loss of connectivity and zero accountability from your support team

Required Action:

1. Immediate restoration of my fibre connection.

2. A formal reconciliation and refund/credit for the period where I was charged for 200Mbps speeds that the supp**** hardware could not support.

3. A billing credit for the current period of total service outage.

I expect a response and a definitive resolution by the end of today.

Sales team cannot assist on a Sunday so i need to wait another day.

I will not hesitate to escalate this matter to ICASA or the National Consumer Commission should this neglect continue.

Regards

Anita Pereira

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