Telkom Fibre - shocking lack of service

Telkom sold me a fibre deal and they arranged to have Vumatel install the fibre in my home at the end of February. I then heard nothing more from Telkom regarding delivery of a modem and set up of my fibre account. I tried calling on numerous occasions but got caught up in the call centre waiting line for 30 minutes at a time. I eventually paid Vumatel directly for the installation and approached another ISP for the fibre service. At that point I called Telkom requesting that they release the fibre line, object number VT-RR-OB-1361, so that I could proceed with the other ISP. I have been calling Telkom on a regular basis in order to get the line release actioned. On 21 March I went Telkom shop in Cresta Mall and requested that this be actioned as a matter of urgency. An e-mail with a copy of my ID was sent by the agent to the operations team. I was called by a Telkom agent on 22 March to advise that the instruction had been sent to the operations team and they should action it within 2 days. The fibre line was not released. I have continued to phone Telkom on numerous occasions and each time I speak to someone I am assured that the line will be released within 48 hours and I would be advised accordingly. The last call I made was on Thursday 4th April. This line is still not released and now it appears that Telkom have turned off my ADSL line, so I now have absolutely no internet at all. How did they get this so wrong?

This has been a shocking experience and after nearly 2 months of battling with this, I still have not had this matter resolved and no-one at Telkom is actually taking this request seriously.

I would expect that as I still have an ADSL line and landline with Telkom, so am a paying customer, that I would be treated as such, instead all requests are being completely ignored!!!!

I would definitely not recommend Telkom as a service provider, given that they are unable to manage their own sales process or client requests for assistance.

Jacqui Jones ID: ********** 031083 e-mail address: **********