Poor service from Telkom

Good day

I previously send you an issue I had with Telkom , which I tried to solve with them without any success, after my mail to you it was quickly resolved.

Hope you could assist me with the following problem;

I've migrated from M-web to Telkom on the 15th of August, my M-web account was already paid up for the month of August, I had a 2 meg line with M-web which I upgraded to the 10 meg uncapped of Telkom. I really suffered with line speed of below 2 meg and on numerous occasions Telkom said that I do run on a 10 meg line but when you do a speed test it was below 2 meg, after constant phoning and queries they said that they can't configure the router, so I was running a 2 meg line but paying pro rata for 10 meg. On the 1st of September when my m web contract expired I had no internet service because I was still waiting for my router from Telkom, from the 1 st of September till the 4th of September I had no internet service, they could check my data usage to confirm if needed. After Hello Peter got involved and they phoned me and I was sorted 16:30 that afternoon but the following day it was not working again. The 7th of September a guy from open serve was at my house and checking lines and testing router but nothing ,so he borrowed me a router for the weekend, which was running at 9 meg speed which was impressive. Got my router on the 10th of September and up until today speed is always a factor but my biggest issue I had is that I made a billing dispute on the 18th of September in which they said it will take 7-14 days to solve, I have followed it up on : Reference nr received ********** 1 4th of October 10th of October 15th of October 19th of October 22nd of October 25th of October 26th of October 29th of October and 2nd of November, every time when I phone the same answer from the call centre agent: "sorry no feedback available, we will escalate to back office, and a new 24h TAT is set. Still not an answer or feedback on the progress of the query, my viewpoint is that I ran on M-web's router from the 15th of August because Telkom could not configure it , till the 1st and then no access to internet and Telkom could not help, but still they charge me pro-rata from the 15 th of August till 11 th of September, from the 15th of August I was running a 2 meg but paying for 10 meg, and did not receive the router or litbox that was part of the package.

Another issue is that I phoned Telkom about increasing my debit order, but when I woke up that day , WHEN STOP ORDERS ARE BEEN DEDUCTED , was working night shift ,I saw they only deducted R 300, had to go to Spar to pay in another R990 just for the following month to be penalized for late payment, why must I be penalized if they don't do their job ?

Regards Morne van As ( ********** 120)