Relocation Failure
Arranged for my line to be relocated on 2 July. Very friendly technician arrived promptly but the order has not been completed properly so I sit on the 11th still without access to internet. Call center said technician will come but that was a week ago. Exceptionally frustrating that I’ll be paying my full monthly fee for Telkom and my service provider without actually having access. And nobody seems to care unless it’s an enquiry about signing up for a new service!
Helpful (0)
Replies (3)0
Replies (3)
Telkom's replyOfficial
18 Jul 2018, 09:12Hello claire-maher
This response serves as confirmation that your query has been received.
Your reference number : AI***
Your query has been sent to our fulfillment team for assistance.
Regards
Noleen
Telkom Social Media Team.
Best regards,
Telkom's reply18 Jul 2018, 09:12
Official
Hello claire-maher
This response serves as confirmation that your query has been received.
Your reference number : AI***
Your query has been sent to our fulfillment team for assistance.
Regards
Noleen
Telkom Social Media Team.
Best regards,
's updateReviewer Update
18 Jul 2018, 09:15Hi Noleen. It’s not your fault, but I have heard the same story from about 8 different people since 2 july. I have a handful of reference numbers and still no assistance! So I hope you’ll forgive my utter skepticism at the problem being resolved this time.
's update18 Jul 2018, 09:15
Reviewer Update
Hi Noleen. It’s not your fault, but I have heard the same story from about 8 different people since 2 july. I have a handful of reference numbers and still no assistance! So I hope you’ll forgive my utter skepticism at the problem being resolved this time.
's updateReviewer Update
18 Jul 2018, 09:1921 May: Requested line relocation for 2 July
23 May: Line relocation confirmed
2 July: Technician arrives and supposedly completes line relocation. Tells me to inform my ISP of new number. Afrihost changes number on their side, says Telkom need to complete order. No internet.
3 July: Message Telkom on Twitter.
4 July: Message Telkom on Facebook.
4 July: Call the call centre. Wait 26 minutes. Told that order is not completed as it came back failed. Somebody will come and fix.
5 July: Twitter Telkom (Lebo) replies saying they are attending to query to have order completed.
9 July: Telkom on Facebook replies and says order has been escalated. Awaiting feedback.
10 July: Message Telkom on Twitter as no update.
11 July: HelloPeter Post to complain
11 July: Still no internet, nobody has fixed. Call centre again. 34 minutes. Told that it is still open and an email will be sent to technical to close the order.
13 July: Message Telkom on Facebook again. No reply to date.
13 July: Message Telkom on Twitter. Quick replies but asked if I had spoken to my service provider (which I had done). Twitter Telkom (CL) sent email to “commercial team to close the order as technical released the order already as installation was done” Told that old service number ( ********** 227) has been cancelled as it was released. New number not reflecting on my Telkom profile. Told I cannot be given a time frame.
16 July: Log fault on Telkom website. Ref: ********** 0 Pending. Generic Case Problem Status.
17 July: Log another fault on Telkom website. Ref ********** 1 Pending. Generic Case Problem Status.
17 July: Message Telkom on Twitter for update - no reply
17 July: Ask for assistance on Telkom chat - told I need to contact Sales. Make a ‘Call back’ request - nobody called back
18 July: Created another ‘call back’ request. Awaiting a call back.
18 July: HelloPeter Telkom (Noleen) responded with generic message and another reference number: AI **********
's update18 Jul 2018, 09:19
Reviewer Update
21 May: Requested line relocation for 2 July
23 May: Line relocation confirmed
2 July: Technician arrives and supposedly completes line relocation. Tells me to inform my ISP of new number. Afrihost changes number on their side, says Telkom need to complete order. No internet.
3 July: Message Telkom on Twitter.
4 July: Message Telkom on Facebook.
4 July: Call the call centre. Wait 26 minutes. Told that order is not completed as it came back failed. Somebody will come and fix.
5 July: Twitter Telkom (Lebo) replies saying they are attending to query to have order completed.
9 July: Telkom on Facebook replies and says order has been escalated. Awaiting feedback.
10 July: Message Telkom on Twitter as no update.
11 July: HelloPeter Post to complain
11 July: Still no internet, nobody has fixed. Call centre again. 34 minutes. Told that it is still open and an email will be sent to technical to close the order.
13 July: Message Telkom on Facebook again. No reply to date.
13 July: Message Telkom on Twitter. Quick replies but asked if I had spoken to my service provider (which I had done). Twitter Telkom (CL) sent email to “commercial team to close the order as technical released the order already as installation was done” Told that old service number ( ********** 227) has been cancelled as it was released. New number not reflecting on my Telkom profile. Told I cannot be given a time frame.
16 July: Log fault on Telkom website. Ref: ********** 0 Pending. Generic Case Problem Status.
17 July: Log another fault on Telkom website. Ref ********** 1 Pending. Generic Case Problem Status.
17 July: Message Telkom on Twitter for update - no reply
17 July: Ask for assistance on Telkom chat - told I need to contact Sales. Make a ‘Call back’ request - nobody called back
18 July: Created another ‘call back’ request. Awaiting a call back.
18 July: HelloPeter Telkom (Noleen) responded with generic message and another reference number: AI **********