Please help to get my Telkom service fixed

Good day

I am at my wits end trying to sort out an issue that Telkom created by not following the request/instruction.

We decided to cancel our Telkom ADSL, integrated SIM and TelkomInternet package, but specifically wanted the voice line to remain. The call was duly logged with reference ***A.

For some or other reason, it was picked up by Telkom as a complete cancellation of service. After many many emails and calls, we received an email confirming that only the Internet portion of the service must be cancelled and NOT the voice portion.

Surprisingly, when the service was cancelled, everything was cancelled leaving me without a voice line. A call was logged to get the voice line reinstated with reference ***9. No further communication was received and the line remained dead.

After giving Telkom sufficient time to resolve the issue, I called the call centre to find out what is happening, only to be informed that the service cannot be restored on reference ***9 and a new order will have to be placed. I advised the consultant that I really need the voice line restored and that I want my old number back ***) as I have had it for over 10 years and do not want to have to update everyone who has my number of a new one. The consultant checked and confirmed that my number *** was indeed still available and that it would be allocated to the new order. As part of this, due to the deteriorating copper lines in our area, I enquired if we can reinstate the number *** onto a fixed line look alike wireless service to reduce/prevent outages in future, seeing as we had to place a new order. I was informed that yes, this was possible. On this understanding, I proceeded to complete the order with reference ***A and ***A.

Two days later, the device and SIM card arrived and I thought, wow, has Telkom eventually got it right? To my disappointment, when the service got activated, I was informed that a new telephone number *** had been issued, which is not what I was informed of, requested or expected.

I called the call centre again and got connected to the Durban call centre. The gentleman there informed my on enquiring that the order was placed incorrectly, hence the reason of the new number, etc.

I informed him that this was unacceptable and that I want my number *** reinstated and linked to the SIM card we received and the number *** disconnected. He informed me that this was not possible as the number *** would not be able to be reactivated and migrated at the same that was as it was not active. This seems strange in today’s connected world and the fact the the phone number exists on a computer database, but anyway. He advised that the only way to get the old number *** reactivated would be to put it back on the copper line and then once active, migrate it.

I advised him that I want the number reactivated and we proceeded to do the order with ref ***A to get the voice line on the copper line.

As the FLLA service that was activated is not what I wanted, requested or expected, I logged a cancellation for number *** with reference ***3 as it that was not what was promised. To date I have not heard anything from Telkom.

This is what I require urgently.

1. My Telkom voice service *** restored. I would have preferred if it can be connected to the FLLA service to mitigate the deteriorating copper service in my area, but right now, all I want is my number working. Based on Telkom’s track record, getting a simple thing right seems to be beyond them. I will rather deal with the poor copper service and at least have my voice service *** working. 2. The service on *** must be cancelled and arrangements must be made to come collect the equipment that was delivered. 3. No costs be levied and all current costs reversed on ***. I am not going to pay for the service that was not delivered as promised.