Shocking!

<p>After 5 weeks of logging a fault for our landline as well as our ADSL uncapped Internet line, we still do not have feedback or any news as to what the issue is or when it will be resolved. We logged the fault 1 week after realising the lines were down, received a reference number, a technician came out after a week (very dedicated) but was unable to resolve the issue. We have since been calling Telkom on an almost daily basis. Every customer service agent gives us the same response: 'Your fault is with the cabling techians and we will escalate it.' After insisting to speak with a supervisor over 2 weeks ago he advised that he would send the cabling technicians supervisor a note to give us feedback but that the problem should be resolved within a day. Two days ago was the latest call we made to Telkom where I was once again informed that the cabling techicians are working on it. When I asked for a number for the cabling technician department i was told that they dont have it and that they are not authorised to contact them. I then demanded that a supervisor contact them as surely if a customer had a fault for 5 weeks running now that this would be a matter of priority and that they would make a little effort in trying to contact the cabling techician department to try receive a response. I was put on hold once again and later told that the supervisor escalated it to that department and that the techician who has the call in hand would send us an updated message as to when the resolution time would be. This surprise surprise did not happen and I am not holding my breath. Not once in the 5 weeks did we receive a phone call or sms update!! We then received an sms to pay our telkom bill to avoid being suspended. What a joke! I called the accounts department, advised them that the lines have not been working for over a month and was told they would make a note on the system and that we don't need to pay. The best part is that they suspended our line two days ago even though it still isn't working. </p> <p>Unfortunately, us as customer we rely completely on Telkom and they know this. They won't lose any business as they do not have any competition therefore why should they care. At the end of the day they know that we need them to provide a 'landline' service.</p> <p>Our fault reference number is: 550CRK190317. </p> <p>Perhaps I should start a blog and keep everyone updated and start the countdown to Christmas! </p> <p>Angelique</p>