Poor Service and Unfair treatment

<p>In September 2014 I took out a Telkom Mobile contract for an LTE (10GB) services. I had full coverage and initially received a very good signal at my place. In fact I was streaming at 20mbps. Due to the great speeds I was receiving I requested an upgrade to 50GB on or about August 2015. This is where all my problems started.</p> <p>In November, I moved house, but was sure to check that I still received coverage in that area. Surprisingly, I did and my area was actually offering LTE-A. However, in the complex where I live, the signal was poor in spite of the Telkom coverage map. I began experiencing poor speeds, as low as 3mbps, which is not LTE speeds as far as I'm concerned.</p> <p> </p> <p>I logged a call with Telkom to have them come out and inspect. My initial call received very little attention and was closed without my knowledge. Around July 2016, I logged another call, this time taking my frustration to Twitter.</p> <p> </p> <p>A technician was sent out to my house and advised that I will need to have an antenna installed to improve the signal. This request was denied by my landlord and body corporate. Telkom advised that they could move my signal so that it could roam on alternative networks, this was done, but my signal only marginally improved.</p> <p> </p> <p>I then requested my service to be cancelled. I was advised that they could do this, but I would be subject to penalties as my contract expires in Sept 2017. I was surprised as my initial contract began in 2014 and I only upgraded in 2015. I was told that even an upgrade constitutes a new contract. However, I had not received a new router, which should have accompanied a new contract.</p> <p> </p> <p>Finally in December I received a call from an agent, Neo, who was trying to close out the case. She advised that since I did not receive a new device and my contract had initially began in 2014, I would be eligible to cancel without penalty. She advised that I simply send her an email indicating my intention to terminate, which I duely did.</p> <p> </p> <p>I follwed this up with an email on 04 January 2017 asking for feedback. This request went unresponded. on or about 18 January 2017 I called the call centre seeking confirmation that my service will be terminated. I was advised of a completely different process.</p> <p> </p> <p>By now I had had enough, I requested to speak to a supervisor, which request was not adhered to. I was told that I need to complete cancellation forms and my request would be escalated to a supervisor who would contact me.</p> <p> </p> <p>Two days later and no phone call from the Supervisor or cancellation forms sent.</p> <p> </p> <p>I called the call centre again and received assistance from an agent who advised that the reference number I was quoting ( ********** 1) was closed in November 2016, a reference number by the way that was quoted to me in December.</p> <p> </p> <p>Anyway, the agent tried to assist as best she could by opening a new request ( ********** 3) and sending the cancellation forms.</p> <p> </p> <p>Needless to say, my matter is still oustanding, almost 8 months after the initial request was logged. I have received poor download speed, inconsistant with the contract I signed up for. This to me is grossly unfair as it favours Telkom. My account is currently up to date and is paid regulalrly and on time. I have kept my side of the contract, but Telkom seems to not being providing the service.</p> <p>All I ask for is that my contract be terminated without penalty. I don't think I'm asking for much considering that I have been with them since Sept 2014.</p>