Poor repair time and no customer service

Hi Guys, I must first commend Telkom for the period between January and November last year because my line was golden and worked like a charm. It was the best 11 months of my 3-5 year association with Telkom.

From the start of November last year to date I have had endless problems with my line in that it is very intermittent or has no connectivity. I have done the due diligence of reporting fault after fault to Telkom and each time the fault gets closed but a few days later the problem is back. My last reference number that I have for the open fault is 468CRK180118.

Please can you tell me if this is good customer service that on the 30th or 31st January they only then find out that the problem is an actual underground cable fault when i reported the fault on the 18th January 2018. 13 Days after a fault was reported then you are only finding the actual problem. Is the company inefficient or are their workers inefficient?

So earlier on today i had to once again call the call center to find out what is going on hence the above explanation of "there is an underground cable fault" being told to me. Cool happy with the explanation, then comes the part where i ask for an ETA of the cable to be fixed and lo and behold I'm met with silence. Then asking if the consultant is still there i get a response and i ask yet again with no reply or satisfactory answer. I ask the consultant if they could please send an email to whoever asking when my line will be repaired as this is been going on since November last year and each month Telkom are quick to take their monthly installment but are never ever as quick to fix a problem. The lady that I spoke to said that there is no way in getting in touch with the people involved in doing the repair to which i was quite perplexed because in my mind how does a company as big as Telkom not have any means of communicating with the contractors who do the repairs.

Getting even more frustrated i asked to speak to the supervisor (Eric). He was rather helpful in that he said he sent an email off to the escalation department as well as the cable repair department and said that he would give me a call on Monday the 5th February with an update. I'm actually hoping that he calls me back as I'm at my wits end and don't know who to approach with this problem as I'm currently unemployed so i need my internet to be working at all times while I'm searching for a job because I have CV's to send out as well as Skype Interviews to do but how can i do this with no Telkom Internet?

Please if i need to beg i will beg someone to follow up with my fault so that i have an estimated time as to when the cable will be fixed so that my line is stable. Also I don't want to hear the story that I'm too far from the exchange because I'm on a 10MB uncapped package but my speed is 8MB and i get download speeds of between 7.5-7.8MB which was from January to the start of November last year. I have also been informed by the numerous of technicians which have come to my place that the MSANG system is what i need to be on as it is newer and more stable than the old system which is currently in place only for them to tell me that this system is already installed at the City Deep exchange and waiting for Telkom just to flick the switch. Upon telling the call center technicians this they said that it is at the discretion of the technicians to move me over to the new system. Is Telkom keeping the new system only for businesses as they generate more income for Telkom and if so then what am i paying a month installment for a service which I'm not getting?

In closing, i need answers and I need them yesterday and I hope that someone in an authoritative role will give me a call on my mobile to explain exactly what is going on so that i will have peace of mind and also the necessary credits need to be allocated to my account.

Regards, Wayne