Switching from Telkom copper landline to FLLA Wi-fi phone nothing but frustration!

Middle February 2023 I received an SMS from Telkom informing me that my copper landline, which I enjoyed for 38 years, will be suspended at the end of March 2023. To avoid interrupted service I should phone them immediately. I experienced Telkom's desk type cellphones when friends phoned me and was aware that voice clarity and volume will be greatly reduced from the world class quality Telkom landline phones of yesterday. What's more, I was warned about junk equipment and poor service, but if I could keep my landline number and the monthly cost will be more or less the same, it was worth a try. What's more, my wife suffers from arthritis and is much more at ease with a desk type phone.

I phoned the supp**** number but what a disaster! The woman could not understand or answer any question and just kept on rambling about one package after the other. I ended the call, decided to enjoy my landline as long as possible and when the line is suspended just continue with my Vodacom cellphones.

Then Telkom requested an evaluation of the call by e-mail. I explained why I gave them the lowest possible rating.

On the 7th of March Tristen Figg phoned me. He was well-spoken, knew his products, understood what I needed and we agreed on a Smartvoice 300 package which included a desk type phone, my landline number and a promise that the phone will be delivered within 5 to 7 days. I had the lawful right to cancel within 7 days after receiving the phone. Now - remember that the purpose of this and the previous call centre attempts was, according to Telkom's warning message, to avoid interrupted service. Early morning of 9 March my wife discovered that our landline, without any warning, was as dead as a doornail. Announced date for suspension was end of March so I logged a complaint (***) and received a promise that the problem would soon be rectified, On the contrary I only received another SMS - reference ***4 closed.

Already 7 days without service, the cordless desk phone arrived on 15 March 2023. I studied the supp**** instructions, fitted the SIM card and battery and connected the charger. I knew it may take 24 to 48 hours to activate the service but was not prepared for the message: No SIM card - emergency calls only. I unsuccessfully tried various times to refit the SIM card. Searching the manual and internet for help only left me with the frustration that it is no uncommon fault with these Telkom phones. The card, phone or both may be faulty and, with Telkom service, a solution will be next to impossible with another useless waiting period without service as common practice. What's more, fitting the SIM card in another cellphone as suggested by various sources, produced the same message - No SIM card.

I phoned, at cellphone costs, the supp**** number for technical assistance, had to wait and listen to adverti*****ts and distorted sounds for close to 10 minutes, only to be told that I fitted the SIM card incorrectly and, if another cellphone displayed the same error, there was nothing that she could do! So much for technical assistance!

The next day, 16 March, I went to Telkom, Tygervalley centre, Bellville and enquired if technical assistance was available. I was introduced to Oliver, who just quickly glanced at the SIM card without removing it, switched on the phone, checked on his computer and stated that the fault was owing to a card that was not yet activated but there is a date, 16 March indicated for activation and the problem will be solved later that day or I would see it early the next morning. If I wanted to cancel the non-existing service within my 7 days I must visit him again for help.

The No SIM card message persisted. I had just wasted too much time and money trying to avoid suspended service while lack of service was all that Telkom could offer. I went back to Oliver to cancel within my seven day period and just get Telkom out of my life to keep my sanity as recommended by various sources. The loss of my number and the possibility of a more user friendly phone for my wife was no longer a concern at this level of frustration and undeniable lack of quality service.

Oliver asked if I am really sure I wanted to cancel! What do I use a useless telephone for?! Not even enough mass for a paperweight! The previous day he promised his help with cancellation as it is not that easy for the individual. The next day he informed me that I should actually phone the call centre to cancel the contract myself because he is, on his website, only able to request cancellation which may take up to 30 days! Way past my 7 days according to law with the possibility of an account for a non existing Telkom service! The call centre, except a coversation with Tristen Figg, could only provide me with inadequacy and frustration. How would they be able to handle a cancellation properly?! And what will I have to pay for cellphone use?! Oliver then promised to request urgent cancellation by e-mail.

At Telkom I received an SMS - Telkom cancellation case ***8 and at home two e-mails promising the "application has been sent to their cancellation centre for review" - Service number E*** - reference ***1 - Date logged: 2023-03-17. A login button to the Self service portal was provided to keep track of the application status in the track section. Active after 72 hours maximum. A promise that a Telkom representative will call within 3 business days to confirm all details is part of the e-mailed document.

All I am interested in is the recognition that, owing to faulty equipment and extremely poor service, I cancelled within 7 days, I only have to pay one last account till 9 March when my landline service was abruptly suspended and then I am totally rid of Telkom, the once proud company of decades.

Their faulty equipment is ready, in the original box, to be fetched at their earliest convenience or sooner. Nothing will provide me with more supreme joy than to cut the last string and burn the last bridge with the current Telkom!