TELKOM!!!! - does not deliver what they promised and is not interested in clients!!!!

I am very frustrated and dissapointed in Telkom. Your company and staff does not care and does not deliver. I upgraded my fibre line from 25mbps to 50 mbps on the 25 July 2021. I went to the Cresta Branch and it took the lady more than an hour to upgrade my services. I asked for a 24 month contract and are aware that this covers the router as I wanted a new one. She did really not seem to know what she was doing as she called a colleque over as well. She confirmed that my line was upgraded but I would not receive a new router. I questioned this and she said that I did not qualify for a new one. This was very strange as I have everytime received a new router when I renewed my contract. I received my statement dated 12 August 2021 and saw that they charged me and credited me for the router. This means that I should have received one.

I went to the clearwater shop as I was frustrated with the service and they were not very helpful. One consultant tried to help me and I could see that this STUPID IDIOT at Cresta did not know what to do. The asked me if I wanted the router and I said no as my existing one works ok for now.

I left it there and was happy with the developments. I got home and checked that the speed is correct and saw that it was. In the following week thereafter I saw that my speed was dropping and some times just loading a GOOGLE page hanged for more than 10 minutes. I logged a call with the technical centre and they tried to argue that the problem is my side as they did not pick up anything, and to add insult to injury wanted to charge me R 1250.00 IF the fault is on my side. Nothing was wrong on my side and I was upset as there was a problem with my line. They had a technician out and he contacted me via sms to say that the problem was resolved and that I should contact the call centre if I still have a problem.

My line was ok and I continued to work as my company is using this for operational processes. The past week the line's speed was up and down and the most that I got out of the line was 27mbps and I am supposed to pay for a 50mbps line. I understand it affects the speed when you have a lot of devices connected to it but to have almost 50% reduction of speed is not on.

NOW COMES THE BIG SHOCK! Telkom send me my statement for 12 September 2021 and surprise, surprise... I am now being charge for a 100mbps line. This was done according to the billing department on the 27 AUGUST 2021 and I have not requested this or made any calls to ask for this. My account is almost increased with and additional R 209.00. The billing and sales departments are not very helpful and the consultants are not interested in giving me awnsers and trying to resolve the problem.

Telkom did send me an email 2 months ago that they will upgrade my line speed from 25 mbps to 50 mbps with no charge. Surely if I upgraded my line then I should pay for 50 mbps and not 100 mbps as 50 mbps is allocated to no charge to me. I should be paying R 794.92 to excl vat (R 849.00 incl vat) excluding telephone calls NOW my account has increased to R 1058.20 - THIS IS AN INCREASE OF R 209.20!!!!!!!!!!!! WITHOUT MY AUTHORIZATION!!!!!

I WANT THIS ISSUE RESOLVED AND THIS IS WHAT I WANT FROM TELKOM!!!!

- I want the promotion of 50MBPS and the line must be increased to 100MBPS.... I DO NOT WANT TO PAY THE FEE FOR THE 100MBPS as this was not what was offered and what I requested.

- I want the new router and this must be delivered to my home address without any charges to my account.

- The line needs to be checked and stabilised as I want the service that I am paying for.

Should YOU not comply to my request, then I will have not alternative as to port my number to service provider that is interested in my business and cancel everything with you. I have always paid my account up to date and on time.

You have 48 hours to reply or I will start looking at other service providers.