TELKOM IS NOT THE PROVIDER YOU SHOULD LOOK TO

If you going to enter into a contract with Telkom - be careful. I did and I am so disappointed that I have to deal with them on a monthly basis to remedy their mess! I took out an 24 month LTE contract in 2015 ********** This was dus to end October 2017, or so I thought. Firstly let me highlight the fact that the LTE service failed @ March 2017, and I received 3G signal only. I reported this in store and online, but the called logged was cleared after a week, with nobody even so much as contacting me. I decided to opt for fibre, and app**** for a contract March 2017. For my sins of repeating business with the SP, the service never got any better. The Openserve team arrived a few weeks later to instal. They could not find the conduit to my home, and left. After constantly talking with the contract manager who was handling the fibre installations project (Jacques from Siza IT), it became evident that there would be no solution soon for the installation team to get on site. I subsequently paid a 3rd party to instal (6 months after signing a contract with Telkom), who actually found the conduit line - this was supposed to be a free installation from Telkom!!!

Anyway, back to the problem: I notified Telkom, online (because when you go instore to talk to anyone - this happened at 3 different stores), they say it is sales only - you must go online or call 10210. So I did - I logged a cancellation notice of my LTE contract on September 30, for end October 2017, as required - they even sent me a mail to indicate receipt of the cancellation request. Come end of October, I get my bill, no issues there. However, end November I get a bill. (Note that I had not used the services for a few months as I had the fibre installed already, and assumed the contract terminated as requested). I contacted the call centre and spoke to a Cautlyn Bethani, who sent me a cancellation form to complete, even though I had notified Telkom online - why would you have to log in and give notice otherwise right? I sent the Telkom confirmation back with the cancellation as proof. I followed up due to no feedback and called the centre & and spoke to Chrystal Adriaan, and sent her all the previously mentioned correspondence. After being persuaded that Billing will sort it out, I moved on. January, a double debit order - no resolve. I am now being billed for LTE that had not worked since April 2017 and Fibre.... I call again and speak to Thobeka Zungu, sending her the same correspondence, also including the fact that I have query on my fibre contract of being billed for "Anytime Extra" of R149 which I did not ask for. Again I wait in anticipation...

So end of Jan (30th - 2018) I spoke with Lebokanya on the 10210 number - same content..

On February 14, I get a call, I was at the airport, so did not record her name sadly, but she convinced me the issues are being sorted (That of the cancellation of LTE contract and the "Anytime Extra" issue). A debit order of R2500 went through the following day - MID FEBRUARY (The 15th)!!!!!!!!

Today (2 March 2018) I spoke with Sponiso, who was great. I now know that, according to him, you can get a copy of your contract at any Telkom Direct Store (Thank you Carnival City - *****), and that the " Anytime extra" is included in the contract (Which I still don't have a copy of), but it is not removable - its a use it or lose it feature. Also, that what is included is a 2 gig sim card for any device - inclusive!!! - I signed up a year ago, had it activated at my expense 5 months ago, and that all the previous people did not bother to highlight any of this or resolve the LTE issue.

So in 6 months, I am being billed for LTE that has not worked as LTE for a year, was cancelled 6 months ago, have no copy of my contract, have paid for installation that Telkom should have, and nowhere nearer to satisfaction - oh, and I am owed a sim card for 2 gig data usage, of which I lost 5 months availability. I do however, have clarity on the "Anytime Extra" - whoopee do!

Seriously, why have a store for sales, that does not assist in cancellations or in my experience - technical issues. If they do, tell the stores they do, because they turned me away and said online or call the centre. (Carnival Mall, Woodlands & Irene Mall).

If you keen on hassle free services and a customer service level you can count on, TELKOM IS NOT THE PROVIDER YOU SHOULD LOOK TO - I guess you knew that already, based on their track record. Fool me once, silly you. Fool me twice, well, I wont be shouting Telkom from the hilltops!!