Non Existent Service

We logged a call on 26 September 2019 as our router kept switching off and we would have to restart it every hour to two hours.

Even with this not happening we are struggling with connection as we cannot use two devices at the same time because the WiFi is basically non existent. It feels as though it’s been throttled the whole month instead of just when we go over the fair usage amount. We asked them to check and was told too wait until they solve the query of the router first.

I was told we need to wait 72 hours for the case to be handed over too a technician. When I called in again on the 2nd October I was told that the case was sent to the back office and still a technician had not been given the case. I was told too then wait a further 24 hours.

It is now the 7 October and still have not had anyone contact me. I decided to call in again.

I was now informed that because the case was not given to a technician the query had basically expired and had to be resubmitted into the queue and we would have to wait a further 72 hours for someone to even look at the case. I was also told that there is no way of escalating my case as the system doesn’t work like that and I just need to hope that it won’t take that long to hear from someone.

We are finding it a bit ridiculous that we are paying over R900 pm for something we cannot use and telkom is not willing to fix the problem so we are considering to Cancel this contract because of non existent service.

We have never had a problem until we moved to uncapped and we have regretted it ever since.