Service Non-Delievery

Telkom,

I recently purchased a Huawei LTE router (cash) and got a prepaid sim in order to have internet functionality in the complex where I reside.

I bought said router and sim, as well as loaded data, at your Northgate Mall branch, through Penny whom honestly was an absolute pleasure to deal with.

That was where the pleasantries stopped.

The very same evening of my new adventure with Telkom, I had the unfortunate need to report a fault.

For you see, I have excellent & stable 4g signal. With the 1800Mhz setting on the router, I have 4 bar stable signal. With the apparently proper setting 2300Mhz I have a stable 2 bar signal. Yes, I call 2 bar an excellent signal if it's stable.

My problem is not with the signal, it is with the supposed speed one should get with Telkom's LTE network. As mentioned, I reported this fault on the date of my initial purchase. Said date will follow below.

My "speedtests" on speedtest.net are as follows as I'm typing this:

On the 1800Mhz setting: 1.22 Download & 2.19 Upload. On the 2300Mhz setting: 1.47 Download & 0.14 Upload.

As done with a consultant, I am on the Telkom network. I'm not roaming. I have the correct access point names. On top of that, as confirmed by the 4 consultants I've thus far spoken to, I'm definitely within the coverage area.

Telkom, as I said, I reported this fault on the date of my initial purchase. That date was September 6th 2017. To this date, I've spoken properly to 4 consultants. I've gone so far as to speak to Penny to try get the manager of the branch, Sizwe, to help me out here. To this date, I've only once been contacted by Christina(?) who in turn told me that a technician would be sent out to investigate the tower(s) in my area and follow up. That bit of information was little over a week ago. Nothing has happened since.

I don't mind a few days, a week or two even, but a month!? I mean, not only didn't your consultants try and just keep me informed or reassure me that there is in fact progress being made, but to my absolute shock there wasn't even a technician sent out in the first place!

To add to all of this, in case there is more doubts as to where it's just me in my area (Ruimsig - Roodepoort) not only does my mom have the same thing, with the same speed issues, but at least another 4 people in my complex share this problem too! Same devices, but on contract, they have the signal but no speed!

The best that I have ever seen my speed, was at 8Mb/s. That did not last. The speed tests are so inconsistent with one another, however it's safe to say that the average is 1.8mb download.

It's said that one should get up to 90Mb/s download on your LTE network. What I'm getting? What everyone else in my complex is getting? It's just not on.

Whilst I was at the Northgate branch just yesterday, I saw the advert on one of the screens in your shop stating that Telkom is the best data provider. How can you guys substantiate that?

Counter sales are awesome to deal with! Once you have the product though and are stuck with problems, that are also on your (Telkom's) side is a completely different bowl of rice.

I will not be explaining my situation again. I'm also not going to call you guys again either. If you want to fix what's wrong you have all my details, I'm supposed to be a "Proud Telkom Customer" but I look upon that statement in shame.

I want to stick with you guys, because when your network works, it works brilliantly. However with such poor standards of customer relations, I can't see the point.

Is it truly too much hassle to pickup the phone and keep your customers informed?

For what it is worth, case number is : ********** 9