Telkom Copper to LTE - No Service & No Customer Service

Early in October 2018 we were contacted by Telkom with an offer to convert our existing Fixed Line to an LTE product (retaining the same package benefits at the existing cost). The reason for this upgrade was to minimize Telkom maintenance requirements on existing copper Fixed Line solutions. We accepted the offer and, on the 19th of December 2018, the new product (including phone and LTE simcard) was delivered.

The existing fixed copper line was disabled on the same day (19th December 2018) and we were informed that it would take 48 hours for the new LTE simcard to be activated. Following the instructions we had connected the phone battery, inserted the SIM Card and charged the battery (awaiting SIM activation). After 48 hours we started to inquire as to the status of this activation process. We were informed that the process was still ongoing and that the SIM card would be activated as soon as possible. Taking into account the festive season and related holidays we had accepted that we may not receive an immediate solution around the 25th of December (however questioning the fact that the fixed line was disabled whilst SIM activation was not a cer*****y).

However, from hereon out the experience with Telkom's customer service took a serious downward turn. We had inquired and re-inquired via the normal Telkom support desk channels as to the status of the SIM Card activation. Each time we were presented with a new Telkom support agent - each time having to explain our circumstances from scratch. In each instance we were informed that the situation would be escalated to the relevant individual / manager. We had contacted Telkom technical support on at least 10 - 12 occasions - being forced to contact Telkom using alternative phone lines or mobile phone services (not having a landline to use). We had eventually had the opportunity to explain our situation to support desk managers of both Johannesburg and Durban branches - each time being re-assured that the issue will be attend to with urgency.

Finally, as a desperate measure (and as per recommendation by the Telkom Accounts department), we had decided to visit a Telkom store at Tygervalley - Bellville. We were directed to the Telkom Mobile store and were informed that we may only need to have the SIM Card activated after a SIM swop. Accepting this as a potential solution we waited in the queue only to be informed the the Telkom Order had not been finalized by on the back office system - thus preventing the Telkom store from completing the SIM activation. Again, the issue was escalated.

Within the last week we had tried a few more time to contact the helpdesk and inquire as to the status, only to be provided with the same information (i.e. it will be attended to). In addition to this we contacted Telkom technical support via the Online Chat platform (for Mobile services) - only to be informed that they could not assist (that they did not support fixed line problems) and that I had to contact Telkom technical support via 10210 telephonically OR via email for the same 10210 department. We had tried to explain that this was not a fixed line problem (rather a mobile problem as a result of fixed line conversion to LTE) and I was (sadly and abrubtly) disconnected and the chat session was closed without further warning.

During the period since 19 December 2018, we had logged the disconnected line as a fault with Telkom only to be informed that this fault reference had been cancelled due to the line no longer being active. We continued logging the fault and have reference numbers available.

Up until today (11/01/2019) we have no fixed line service NOR any LTE service. The Telkom accounts department indicated that we will be receiving a Invoice for the full amount of the line rental.

We are forced to contact Telkom using alternative mobile services and we have no way of reinstating our previously (working) fixed line solution. In addition to this we have no indication as to when the LTE service will be available.

As a final desperate measure we have lodged an official complaint with ICASA - hoping for some form of mediation to resolve this issue soonest.

We believe that we have done everything possible (and within our power) to try and resolve this issue (which we consider a simplistic upgrade process as offered by Telkom). However, up until now have not been unable to make any progress. We have no resolution, no voice line and no indication of when we may have one.