Telkom Giving False Information and Costing me money

Item: Telkom
Rating: 1
Author: swannie S

I am the owner of Hot Pepper Internet Solutions and have been a Telkom client for a good number of years now. On Tuesday 25 April 2016 I phoned the Business Call Center of Telkom on 10217. I spoke to a man called Lloyd and I have to say, he was extremely helpful and friendly. I wanted to upgrade my business line from 4mbps to 10mbps. He looked on your system and informed me that the 10mbps was available ibn my area. I placed the order with him telephonically and he supp**** me with the Order Reference number ***A and told me that it would take a couple of days for the change to take effect. I then called my Internet Service Provider and upgraded my dialup from a 4mbps to a 10mbps dialup which, of course, costed me extra money. I waited a few days and saw no increase in speed on my internet connection. I phoned the call center on 4 occasions thereafter only to be told that with the public holidays it might take a few extra days and that it will be done by Friday the 6th of May 2016. Come Friday, I still did not notice any increase in speed what so ever. This morning I phoned the Telkom business Call Center again and was on hold for close to an hour, being sent from pillar to post, only to be told that there is no 10mbps dsl service in my area. I was transferred to Sales, then to Technical Support, then to the domestic call center, then again to Sales. After that I lost count of the number of different people I spoke to. Please do not get me wrong, I am not upset with Lloyd as he was the friendliest person of all the Telkom employees I spoke to since this nightmare begin. What I cannot understand is how his system can show him that the 10mbps service is available in my area and everyone else’s shows it is not. Further to that I have incurred as a result of this nightmare which will not be refunded by my ISP as this is not their fault.   I would please like for this matter to be looked into and Telkom to communicate to me how they propose to remedy this issue.

Helpful (0)

Replies (2)

Telkom's replyOfficial

09 May 2016, 12:26

Good day gert-swanepoel

Thank you for making contact with us. Please be advised that your query is being attended to and feedback will follow.

Your ***

We apologise for any inconvenience caused.

Regards,
Moenieb.
Telkom Social Media Team.

Telkom's reply09 May 2016, 12:26

Official

Good day gert-swanepoel

Thank you for making contact with us. Please be advised that your query is being attended to and feedback will follow.

Your ***

We apologise for any inconvenience caused.

Regards,
Moenieb.
Telkom Social Media Team.

swannie S's updateReviewer Update

05 Jun 2016, 10:55

Almost a month and no feedback yet. Not surprised at all.

swannie S's update05 Jun 2016, 10:55

Reviewer Update

Almost a month and no feedback yet. Not surprised at all.