Telkom Fibre Internet – Ongoing Service Failure and Poor Support

At the start of November 2024, my Telkom fibre internet service suddenly stopped working. I contacted the technical support team, expecting assistance. However, after providing my telephone number, I was told that there was no record of my internet service with Telkom. Confused, I provided my Telkom username, only to be informed that no such username existed. The agent even questioned whether I was a Telkom customer at all! I explained that I have a Telkom-branded router and an Openserve fibre box connected, yet they could not explain why my service had disappeared and advised me to call Telkom Sales. When I contacted Telkom Sales, the agent suggested I reapply for fibre, which I did. I was assured the installation would take 14 working days and received a reference number: SMBI-16930. However, no one ever showed up. In early January 2025, I followed up and was told that my order was canceled because Telkom “could not find my property.” I was never informed of this cancellation. On 8 January 2025, I reapp**** for fibre once again (Ref: SMBS-13666). When I called on 28 January, I was told that my order was stuck in the network department, but no reason was given. The agent promised an escalation and an update, yet I heard nothing back. On 30 January (yesterday), I called again and was told that I would be contacted by the sales representative handling my order. Once again, no one ever contacted me. Today is 31 January 2025, and I still have no internet service, no update, and no resolution. This level of service is completely unacceptable. Telkom has failed to: • Acknowledge my existing service before it was lost. • Deliver on their promise to restore my internet within 14 working days. • Communicate proactively when orders were canceled or delayed. • Follow through on escalations and callbacks as promised..

Telkom, please address this matter urgently!