Hellopeter
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1 reviews | Active since Oct 2016

29 Oct 2016, 14:42

Poor internet connection speed

<p>I have made this complaint multiple times with Telkom. I am paying for a 10Mbps line yet when I do a speed test I get poor results. I have unable to watch any videos for the past few days due to its poor speed. Telkom seem to like dropping the internet speed of its users and I have to complain every few months. I have attached a copy of the speed test I ran which shows that I am getting a third of the internet speed I have been promised. This is ridiculous as I pay a large amount of money to have fast internet yet it never seems to be as fast as it should be. I would like to know why the speed has been so slow these past few days. I am aware that Telkom probably has a switch in order to slow down certain internet lines. I refuse to pay so much money to only receive a third of my quoted internet speed. </p>

0
Replies (8)
Telkom
Telkom's reply31 Oct 2016, 08:19
Official

Hello adam-jamal-howa

Please be advised that we have sent you a email and await your response to assist further.

Regards
Noleen
Telkom Social Media Team.

Best regards,

Telkom
Telkom's reply01 Nov 2016, 14:31
Official

Customer has not yet responded to the email sent

Best regards,

Telkom
Telkom's reply01 Nov 2016, 14:32
Official

SMS sent

Hi Adam

We still awaiting your response in regards with the query you logged on Hello Peter against Telkom.
Please email *** and quote this reference number AI*** OR go to the hello peter website and respond on your query.
We need your affected Telkom phone number in order for us to be able to assist.
Kind Regards
Tumelo
Telkom social Media Team
Please Do Not Reply To This SMS

Best regards,

Telkom
Telkom's reply02 Nov 2016, 13:59
Official

No response

Best regards,

's update02 Nov 2016, 14:17
Reviewer Update

Hi, would like to say I did reply yesterday, contrary to the last comment provided by the technician. I had performed multiple speed tests to send to them in which they all fell far short of the 10Mbps I should be getting. I had however provided the wrong number applicable to my internet line and have responded immediately once I was called. There was not "No response" as commented above.

's update03 Nov 2016, 13:11
Reviewer Update

Received response from Telkom about the "adjusted port profile". This took my speed from 3.5-5.0 Mbps to 7.8-7.9Mbps (did not reach the 8Mbps threshold). This is a clear improvement from Telkom however I am paying for a 10Mbps line speed which I am clearly still falling short of. ....The problem has been tended to however it is not fully fixed to my satisfaction.

Telkom
Telkom's reply04 Nov 2016, 09:59
Official

Good morning.

Sorry about that. Could you please e-mail us again at ***? We need your current speed test results from www.speedtest.net to report this for our technicians to assist.

Please use AI*** in the subject line for us to more easily find the details.

Thanks.

Regards,
Moenieb.
Telkom Social Media Team.

Best regards,

's update08 Nov 2016, 10:11
Reviewer Update

Sent a reply to Telkom and no response. This is pathetic service, They are so quick to say I do not respond to them. Still have internet speed slower than what I pay for. The respondent responsible for the email communication has no response. Her name was Noleen so I can name and shame them.