Telkom cannot supply 200Mbps line speed, but bills the client regardless

On 18 Feb 2021 I ordered an upgrade of my fibre line speed to 200Mbps under reference TST 728445 (a turn around time 48hrs was touted…). Only during the first week of March was the order finally processed and the upgrade approved. As of today, 10 March 2021, this service is still not running at the promised speed of 200Mbps, only at approx. 80Mbps at best.

First, I logged a fault under fault reference ***0 at the beginning of last week, only to be advised that the new services on my account were “mismatched” between the data and the speed components of the package. Telkom then proceeded to close that fault reference, considering the matter resolved and suggesting that I pursue further measures with the sales department at 10213.

On 6 March I spoke to a TIER 2 technical person who confirmed the mismatch and undertook to escalate the matter to the appropriate department. Yesterday, 9 March 2021, the call centre confirmed that the mismatch had been restored and insisted the my connection was operating at 200Mbps. Yet a speed test showed my line speed was not even close to 200Mbps.

This morning I spent another 59 min on my mobile phone to Telkom Technical 10210 in an attempt to reconfigure my rooter. Best line speed achieved was 80Mbps. A new fault has today been reported under reference ***1.

As a result of today's effort to reset my network, the repeater in my home no longer works given that the call centre operator created a new network.

It has now been THREE weeks… How does one escalate an unresolved issue with Telkom? I have reported it on their Twitter feed, their Facebook Page, the mobile Telkom App and to ***? Despite my requests to do so, I am unable to speak to a supervisor - supposedly because call centre operators are working from home ...

In the meantime I am paying R1 599 for a service I do not have. Which, incidentally Afrihost and MWeb offer in my neighbourhood at R500 less on the exact terms. cancelling my Telkom account appears to be the only option ...