Shocking lack of service in activating fibre installation

I ordered an upgrade to fibre in my home, after I started experiencing problems with my ADSL.

I phoned Telkom sales and completed the order on the phone, which included a VOIP service and device.

I received a new modem. However, I never received the VOIP phone.

Frogfoot, the installation company contracted by Telkom, made an appointment to install for last Thursday at 9:30 a.m. They turned up early and did a beautiful neat job, neatly replacing our paving and making sure the boxes on the wall were neat and straight.

Once the installation was finished, I asked the Frogfoot technician what I should do now? He said: "Telkom should activate the service soon" and "if you want it faster, phone them".

I phoned Telkom and all I was told is that the activation would take 24 hours.

I waited the required 24 hours, plus some - as we had load shedding as well on that day (last Thursday).

So I phoned on Friday afternoon and tried very hard to get help. I probably phoned about six times - speaking to various different people who all had a different story - in one case, telling me to phone sales and get my TIN number (which nobody ever asked for again).

Eventually, after my blood pressure was sky high, I got through to a lady who seemed to know what she was doing and told me that the service was never activated and that a request for activation was supposed to have been sent through. It seemed she was blaming me! Even though I had phoned the day before immediately after installation and was told it would be activated within 24 hours.

She then proceeded to tell me that she had sent through the request, but that I would have to wait another 24 to 48 hours. They would either activate on Saturday or at the latest, Monday morning.

Monday morning came and no internet still. I phoned Telkom again, and was first told that they could not find the request. Then a while later, that they saw that there was an escalation on Friday, and that they could do nothing as they don't have a direct number for that department.

I had to drive to the office to actually be able to work, and I lost a lot of time where I could have finished my work over the weekend.

I still have no internet. Am horrified by the lack of service I have received in this instance.