Telkom is not Providing LIT TV Box benefits as agreed

During November 2017 I was due for an upgrade to my Smart Broadband contract with Telkom. I contacted them on the 10213 number and upgraded but during the conversation the sales agent offered me the LIT TV Box for R40 a month extra. She informed me that this would allow me to stream Showmax, Youtube and Netflix free of charge and no data will be depleted from my Smart Broadband inclusive cap. She stipulated that only once I have reached a 50Gb fair usage policy streaming through this device will streaming start reducing my smart broadband cap. I asked her if I could get only the service as I do not need the device because I have a smart tv, but she stated that I will only be able to stream without consuming my smart broadband data if it happens through the LIT TV Box.

I accepted the offer purely for because I could stream without consuming my inclusive smart broadband data and received the LIT TV Box shortly thereafter. The LIT service has however not been activated on my account and any streaming done through the LIT TV Box consumes my smart broadband inclusive data. I am therefore not getting the benefits offered to me and which I am paying for so Telkom is in breach of our agreement.

I have since December lodged the issue and escalated it numerous times. Every time I phone it takes at least 20minutes to get hold of an agent who tells me they have escalated it and I will be contacted by Telkom but I have not been contacted once. I also tried sending them a message on their facebook page which has ben responded to but it is clear that the agent there does not understand the problem and eventually also said the issue has been escalated an I will be contacted by Telkom which I have not.

Furthermore, Netflix does not work on the device even though she checked with her supervisor and confirmed that it forms part of the deal.

So Telkom is in breach of the agreement and is now refusing to respond on the issue.