Telkom Customer Service is Non-Existent
<p> </p> <p>I app**** for an 8MB internet adsl and telkom connected me but my phone lie wasn't working. A technician was sent to fix it but instead downgraded my line to 4MB without notifying me or the billing department. I was paying for 8MB and was only getting between 2.5MB-1MB connection and i kept contacting telkom to resolve my slow speed issue. I managed to upgrade the line again to 8MB but the connection now is worse and i get between 0.23MB-2MB connection but mostly 0,5MB connection while telkom charges me for 8MB.</p> <p>I logged the fault and on the 21st September they said they will resolve it. i called everyday for a port reset in order to work. When i called the 28th September, they said i never logged a fault and they created a new fault for me. I contacted them everyday again to reset the port so i can work even if it just for 1hour a day. When i contacted them on the 6th October again, they said there was no fault logged and when they found the logged fault it was closed and resolved according to them. I was never contacted or consulted once. I call everyday and they don't send a technician and i am forced to work with 0.5MB connection while i am billed for 8MB.</p> <p>I don;t know what to do or who to contact anymore and i don't think Telkom cares about their clients or about custtomer service because all i hear is, "WE DO APOLOGISE".</p>
I never received a telkom router and had to buy a second hand aztech router even though i'm on a 24month contract. the same happened last year when I had a 24month contract. the technician never gave me any router. Today i had to call in and then go to the store in tygervalley to collect a router.
They said that an alternative for my slow and faulty adsl connection is the integrated sim. i received the sim and when i got home my internet was not working at all. I called in and found that my adsl line is faulty and does not work at all at the exchange. When i connected the integrated sim it shows that i only get 4GB data per month. But as per the consultants at the telkom store, capped users get full data for example; a 50GB capped account user on adsl receives 50GB data on their integrated sim. I pay for 8MB uncapped unshaped with line rental R1000 per month compared to a capped user which pay way less yet their integrated sim has more data.
I am shocked because first of all my internet not working is a telkom fault and issue yet i am the one that has to pay for extra services to do my work. I am losing work and clients are talking about using other providers because i cannot service them or finish the work they gave me.
I do not know what to do anymore because i am very disappointed in the service and the support i am receiving from telkom regardles of the countless calls i make to theiir different departments to assist in the matter.
All i am looking for is assistance and for telkom to provide me with an alternative solution while they are busy attending to the adsl issue since it is a problem with the telkom service and not with me, the customer. 4GB per month 3G connection that is also slow is not a solution, because the reason i app**** for uncapped was to service my clients but a capped account would mean that i will not be able to service my clients. An alternative would be either to increase my data on my integrated to sim to uncapped or provide me with an uncapped LTE router service that costs more or less the same as my uncapped 8MB service because LTE uncapped is R799. That would allow me to work while they are fixing my adsl and once the adsl is resolved, remove the uncapped LTE from my premises.
That is what customer service is, not inconveniencing a customer or make them pay extra for a service that was suppose to cost them less in the beginning or letting the customer pay extra for another service because the company is busy fixing a problem that is the company's problem to fix and not the customers.
I never received a telkom router and had to buy a second hand aztech router even though i'm on a 24month contract. the same happened last year when I had a 24month contract. the technician never gave me any router. Today i had to call in and then go to the store in tygervalley to collect a router.
They said that an alternative for my slow and faulty adsl connection is the integrated sim. i received the sim and when i got home my internet was not working at all. I called in and found that my adsl line is faulty and does not work at all at the exchange. When i connected the integrated sim it shows that i only get 4GB data per month. But as per the consultants at the telkom store, capped users get full data for example; a 50GB capped account user on adsl receives 50GB data on their integrated sim. I pay for 8MB uncapped unshaped with line rental R1000 per month compared to a capped user which pay way less yet their integrated sim has more data.
I am shocked because first of all my internet not working is a telkom fault and issue yet i am the one that has to pay for extra services to do my work. I am losing work and clients are talking about using other providers because i cannot service them or finish the work they gave me.
I do not know what to do anymore because i am very disappointed in the service and the support i am receiving from telkom regardles of the countless calls i make to theiir different departments to assist in the matter.
All i am looking for is assistance and for telkom to provide me with an alternative solution while they are busy attending to the adsl issue since it is a problem with the telkom service and not with me, the customer. 4GB per month 3G connection that is also slow is not a solution, because the reason i app**** for uncapped was to service my clients but a capped account would mean that i will not be able to service my clients. An alternative would be either to increase my data on my integrated to sim to uncapped or provide me with an uncapped LTE router service that costs more or less the same as my uncapped 8MB service because LTE uncapped is R799. That would allow me to work while they are fixing my adsl and once the adsl is resolved, remove the uncapped LTE from my premises.
That is what customer service is, not inconveniencing a customer or make them pay extra for a service that was suppose to cost them less in the beginning or letting the customer pay extra for another service because the company is busy fixing a problem that is the company's problem to fix and not the customers.