Ongoing Billing for cancelled ADSL Despite Fibre Upgrade

In December 2024, Telkom approached us with an offer to upgrade from ADSL to Fibre in Clarens. The fibre installation was completed successfully, and we’ve been using it ever since. However, to our surprise, Telkom continued to charge us for the old ADSL service — which has not been in use since the fibre was installed. (Currently we are paying for the ADSL service as well as the Fibre)

In February, I noticed the incorrect billing and immediately logged a dispute. Since then, I’ve followed up multiple times, speaking to different (always friendly) consultants on at least five separate occasions. Unfortunately, despite the efforts of the call centre agents, the issue remains unresolved.

I was eventually told that the ADSL line should have been cancelled via a fault report — something I was never informed of when we upgraded. This lack of communication from Telkom's side has left us being billed for a service that was replaced and no longer active.

Because I was awaiting the credit on my account, I did not settle the full balance — which consisted largely of these incorrect ADSL charges. As a result, Telkom disconnected our services on 12 May, even though the credits due would have cleared the account. (I then paid the complete outstanding amount)

I am incredibly frustrated. If Telkom offers an upgrade, it should automatically cancel the replaced service. It is not technically possible to use both ADSL and Fibre simultaneously, so it’s unreasonable to continue billing for the ADSL line.

I am requesting a full credit from 12 December onwards for the unused ADSL charges. I have paid for five months of a service that should have been cancelled when the fibre was installed.

Please resolve this urgently and apply the credit to my account.