Pathetic service

Good day

I have a few complaints about poor service

1. I moved my line from ...... to ...... which is at my new address. With the request to move my line I also requested an upgrade from 4mbps to 10mbps which was on promotion at the time (2018 December). The upgrade was approved and I received the items which were part of the promotion at the time...namely Router and LTE box. Everything was fine and I was happy with the upgrade.

During March this year I started experiencing problems with my internet speed at which point I logged a fault. During the course of resolving the fault I was told that I have 4mbps speed and not 10 as I should have. Long story short, I was informed that the upgrade order had apparently never gone through despite the fact that I was billed for it for an entire year. I was further informed that nothing could be done to solve the problem and so I would be refunded to the incorrect billing.

None of this made sense to me and none of the consultants seemed eager to help with correcting or fixing of the problem, needless to say that I never received the refund to date.

I have logged numerous faults in the past month for speed issues. The calls get closed but problem still persists. As I am writing this complaint, the speed is 0.34 and has been since I started complaining.

Can someone explain what is going on at Telkom!!!!!