HS
Hannes S
1 reviews | Active since Apr 2012
07 Aug 2017, 14:25
Problem ignored, vague feedback received
<p>Good afternoon. Fault: 48CRK230717 reported 23/07/2017. We work from home & the internet & phone has been disconnecting every couple of minutes for the past 3 weeks. Techs have been to my house 3 times to check the hardware & cabling on site, and it's never the issue. I've been advised that there's an underground cable fault. When I follow up I get different answers from your support agents. One agent advised that the cable has been delivered & is being installed, the next week another agent tells me that the cabling has been ordered & that there's no ETA on when it's being delivered & installed. I received an sms today 07/08/2017 advising that the problem has been resolved, but it has not been fixed. I've been paying for a 10mbps line, that has hardly seen 5mbps in the past month. The speed is between 0.5 - 5mbps. Internet speed is between 0.2 - 2.3mbps today when it's not completely off. It disconnects every few minutes, then reconnects. Around 5-6 days in total it's been completely off. Can someone Senior please follow up on the fault & let me know what's happening? Could someone let me know to what arrangement we can come with regards to billing for the amount of time the internet & phone has been off / slow / the times we had to buy data via mobile in order to work? Completely off for almost a week in May, now again since 21 July ongoing to date August.</p>
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Replies (4)
Telkom's replyOfficial
10 Aug 2017, 10:03Hi HR Strydom,
Thank you for making contact with us
This response serves as confirmation that your query has been received. We will look at the matter and provide you with feedback.
We really do apologize for any inconvenience caused to you.
Your reference number is: AI***
Regards
Launa
Telkom Social Media Team
Best regards,
Telkom's reply10 Aug 2017, 10:03
Official
Hi HR Strydom,
Thank you for making contact with us
This response serves as confirmation that your query has been received. We will look at the matter and provide you with feedback.
We really do apologize for any inconvenience caused to you.
Your reference number is: AI***
Regards
Launa
Telkom Social Media Team
Best regards,
Telkom's replyOfficial
10 Aug 2017, 10:07HI HR Strydom
Thank you for making contact with us and taking my call.
As discussed i have made contact with the attending field technician and included his management structure in regards to a possible ETA. Once i do receive any updates i will advise accordingly.
Interaction ***
Regards
keagan
Telkom Social Media Team
Best regards,
Telkom's reply10 Aug 2017, 10:07
Official
HI HR Strydom
Thank you for making contact with us and taking my call.
As discussed i have made contact with the attending field technician and included his management structure in regards to a possible ETA. Once i do receive any updates i will advise accordingly.
Interaction ***
Regards
keagan
Telkom Social Media Team
Best regards,
HS
Hannes S's updateReviewer Update
11 Aug 2017, 09:02It's now Friday 11 Aug & nobody has contacted me with feedback on the fault or an ETA on when it will be resolved. When I tried getting more info, apparently the last update on the system was from Monday 07 August. No field technician or manager in sight.
Action Type Cust Interact Reason/Comment Cust Interact
NO(CustRef: ********** 074)(Cust:TELKOM_FAM) 07-aug-2017 11:39:10
Reference/Contact Employee TELKOM_FAM Centre Name DTAC/ITAC Dispatch
Please advise as I will not be paying you until this matter has been resolved.
HS
Hannes S's update11 Aug 2017, 09:02
Reviewer Update
It's now Friday 11 Aug & nobody has contacted me with feedback on the fault or an ETA on when it will be resolved. When I tried getting more info, apparently the last update on the system was from Monday 07 August. No field technician or manager in sight.
Action Type Cust Interact Reason/Comment Cust Interact
NO(CustRef: ********** 074)(Cust:TELKOM_FAM) 07-aug-2017 11:39:10
Reference/Contact Employee TELKOM_FAM Centre Name DTAC/ITAC Dispatch
Please advise as I will not be paying you until this matter has been resolved.
HS
Hannes S's updateReviewer Update
21 Aug 2017, 08:52To whoever is reading this, please can you prioritize this fault. Telkom website says it's been resolved even though nobody contacted me and the problem is even worse now. Line disconnects every minute. Don't know if I'm being punished for reporting to HelloPeter but I won't pay you until this problem is resolved. As stated before, we use this line to work from home and cannot work (since beginning July). New fault reference is 82CRZ210817
HS
Hannes S's update21 Aug 2017, 08:52
Reviewer Update
To whoever is reading this, please can you prioritize this fault. Telkom website says it's been resolved even though nobody contacted me and the problem is even worse now. Line disconnects every minute. Don't know if I'm being punished for reporting to HelloPeter but I won't pay you until this problem is resolved. As stated before, we use this line to work from home and cannot work (since beginning July). New fault reference is 82CRZ210817