Poor service from Telkom/Openserve

Telkom is my Fibre Wi-Fi Service provider with Openserve, a subsidiary of Telkom, who installed and now maintains my Fibre Wi-Fi service.

Here follows the sequence of events since 16.01.2024

1. On Tuesday 16.01.2024 at approximately 19h45, my Fibre Wi-Fi serviced dropped.

2. On Wednesday 17.01.2024 at approximately 09h00, because of my Fibre Wi-Fi connection being down, I logged a call with Telkom and was provided with the Ref No.: 104BRK170124.

3. On Thursday 18.01.2024, the second day without a Fibre Wi-Fi- Service, I phoned Telkom and referred to the Ref No.: 104BRK170124 and enquired when my Fibre Wi-Fi service would be reconnected. I was informed that there was a Network Failure. I requested if this logged call could be escalated. I was categorically told “NO”, the reason given was that they did not want to apply unnecessary pressure on the technicians working on the problem.

4. On Friday 18.01.2024, the third day without a Fibre Wi-Fi- Service, I phoned Telkom at approximately 09h00 about the call logged (i.e. Ref No.: 104BRK170124) and was told that the technicians are still working on the problem. I requested for this logged call could be escalated, as it was into the third day that I have had no Fibre Wi-Fi- Service. I was told that they would escalate the call.

At approximately 12h15, I phoned Telkom again and was told that the logged call would be escalated again. I also requested that they get a technician to phone me regarding this Network Failure. They said that a Technician would contact me. By 21h00, no technician had phoned me.

5. On Saturday 20.01.2024, the fourth day without Fibre Wi-Fi- Service, at 09h00, I phoned Telkom again to enquire when my Fibre Wi-Fi- Service would be reconnected. I was told that the call logged under Ref No.: 104BRK170124 had been closed. I enquired how could they close the call when I was still without a Fibre Wi-Fi- Service. They opened a new call with Ref. No.: 24BRK200124 and advised that a technician would call me regarding the status of the Network Failure. By 12h00 no Technician had called me. I phoned again and was told that my call would be escalated again and that a technician would either call me or come to me home. Well, this never occurred.

6. On Sunday 22.01.2024, the fifth day without a Fibre Wi-Fi- Service, at 09h00, I phoned Telkom again. Once again, I was told that they would escalate the call and get a Technician to contact me. I never received any response.

7. On Monday 23.01.2024 the sixth day without a fibre Wi-Fi Service, 09h30, I phoned Telkom again. I was told that my connection had been restored. I told them that that could not be, as I still do not have a Fibre Wi-Fi connection. I again requested that this call be escalated any that someone needs to call me with an update. No-one from Telkom or Openserve has bothered to phone me.