Telkom - appalling customer service!

I contacted Telkom in July 2017, and requested that they connect me to the new Open Serve Fiber solution in my complex. I confirmed that I will keep MWeb as my ISP. A Telkom technician arrived and installed, and gave me a specific Telkom Reference Number, which was my fiber installation number. He wrote the number on my HUAWEI Optical Network Terminal box before he left. My landline had not been working for some time before the fiber installation, and so I asked the fiber technician to see if he could identify the issue. He investigated and said it should all be in working order once the MWeb technician connected my ISP. I had my MWeb 10mbs uncapped data activated on the 24th of July 2017 and have been paying R809 / month ever since.

Since July 2017 I have not had a working landline, but have been charged R384.34 every month, despite multiple efforts on my part to get Telkom to restore my line. They apparently made a mistake by leaving my landline on copper, which is not compatible with fiber?? Having experienced really bad internet speed, I then contacted Telkom about my fiber line. They proceeded to tell me that I do not have fiber! I only have ADSL. When I read the ref number to them from the box handed to me by the Telkom fiber technician in July 2017, they said that line is logged to a company called MHI Holdings!

I was eventually advised by a Telkom agent in mid-May 2019, to request a new fiber and landline to resolve the issue. I requested this from Sales, who insisted that I either take another 24 month contract or pay R1500 for the installation, irrespective of the fact that I already have the modem and optical network terminal installed at my home from the first installation. In desperation I agreed to another 24 month contract. After following up numerous times, I was told yet again yesterday (1st June 2019) that my order has still not been processed – they were wanting to confirm that I need a second line installed and put a hold on the order. I have paid R384.34 per month for over 2 years (over R9000.00) and have been paying R809 / month to MWeb (for 23 months) for a service I apparently do not have (another R18 607). I have done everything in my power to get resolution, but Telkom call centers are incapable of addressing any issue. Their answer is always to submit my complaint to Sales or Billing, but neither Sales or Billing have addressed the issues either. My last step will be to contact the CEO’s office, if my review on Hello Peter is not addressed by Telkom. After being a paying client for over 30 years I am appalled at the awful service I’ve received.