Hellopeter
Share Your Experience

1 reviews | Active since Feb 2017

24 May 2018, 20:13

Smart Broadband "uncapped" throttling issues.

I have the Telkom Smart Broadband Uncapped deal. My speeds have been great for the most part. However, today they dropped considerably. (down from 30Mb/s to 3Mb/s). I called the helpline and was told my service has been throttled because I hit the 50GB FUP cap. As far as I'm aware, that cap is ONLY for P2P and NTTP traffic which I don't use. I sent an sms and requested my balance and it says I've used 33Mb of P2P traffic. I've been arguing on the phone with this person for almost half an hour and they just don't understand what I'm trying to tell them. According to Telkom's terms and conditions for this product...

7. The SmartBroadband Uncapped Wireless service will offer uncapped data for all traffic types except bandwidth intensive protocols or applications which shall be capped at 50GB. 8. Bandwidth intensive protocols or applications are defined as Bit torrent traffic downloaded via Peer to Peer and news servers Protocols (NNTP).

I completely understand that Telkom reserve the right to throttle my service should I be negatively impacting other customers in some way. But I've not received any messages or warnings that that's the case.

I work from home and this is heavily impacting my ability to make a living.

0
Replies (7)
's update24 May 2018, 20:31
Reviewer Update
So after an hour on the phone. I've been told that there's a Fair Usage Policy on general internet usage of 300GB which does not appear in the Terms and Conditions or in the "Fine Print" section of the product description page on the website. I received no communication whatsoever that this 300GB limit was in place and no communication warning me that I was approaching that limit. So essentially I was told that there's nothing they can do for me because I exceeded a FUP limit which I wasn't informed of... Thanks Telkom...Worst customer service EVER!!!
's update24 May 2018, 20:31
Reviewer Update
So after an hour on the phone. I've been told that there's a Fair Usage Policy on general internet usage of 300GB which does not appear in the Terms and Conditions or in the "Fine Print" section of the product description page on the website. I received no communication whatsoever that this 300GB limit was in place and no communication warning me that I was approaching that limit. So essentially I was told that there's nothing they can do for me because I exceeded a FUP limit which I wasn't informed of... Thanks Telkom...Worst customer service EVER!!!
's update24 May 2018, 20:32
Reviewer Update
So after an hour on the phone. I've been told that there's a Fair Usage Policy on general internet usage of 300GB which does not appear in the Terms and Conditions or in the "Fine Print" section of the product description page on the website. I received no communication whatsoever that this 300GB limit was in place and no communication warning me that I was approaching that limit. So essentially I was told that there's nothing they can do for me because I exceeded a FUP limit which I wasn't informed of... Thanks Telkom...Worst customer service EVER!!!
's update24 May 2018, 20:32
Reviewer Update
So after an hour on the phone. I've been told that there's a Fair Usage Policy on general internet usage of 300GB which does not appear in the Terms and Conditions or in the "Fine Print" section of the product description page on the website. I received no communication whatsoever that this 300GB limit was in place and no communication warning me that I was approaching that limit. So essentially I was told that there's nothing they can do for me because I exceeded a FUP limit which I wasn't informed of... Thanks Telkom...Worst customer service EVER!!!
's update24 May 2018, 20:32
Reviewer Update
So after an hour on the phone. I've been told that there's a Fair Usage Policy on general internet usage of 300GB which does not appear in the Terms and Conditions or in the "Fine Print" section of the product description page on the website. I received no communication whatsoever that this 300GB limit was in place and no communication warning me that I was approaching that limit. So essentially I was told that there's nothing they can do for me because I exceeded a FUP limit which I wasn't informed of... Thanks Telkom...Worst customer service EVER!!!
's update24 May 2018, 20:32
Reviewer Update
So after an hour on the phone. I've been told that there's a Fair Usage Policy on general internet usage of 300GB which does not appear in the Terms and Conditions or in the "Fine Print" section of the product description page on the website. I received no communication whatsoever that this 300GB limit was in place and no communication warning me that I was approaching that limit. So essentially I was told that there's nothing they can do for me because I exceeded a FUP limit which I wasn't informed of... Thanks Telkom...Worst customer service EVER!!!
's update24 May 2018, 20:32
Reviewer Update
So after an hour on the phone. I've been told that there's a Fair Usage Policy on general internet usage of 300GB which does not appear in the Terms and Conditions or in the "Fine Print" section of the product description page on the website. I received no communication whatsoever that this 300GB limit was in place and no communication warning me that I was approaching that limit. So essentially I was told that there's nothing they can do for me because I exceeded a FUP limit which I wasn't informed of... Thanks Telkom...Worst customer service EVER!!!