Telkom lives up to its nick name HELLKOM!!!

Worst service in South Africa.

My internet connection has been down since the night of the 25 December 2018. Three days later and still no connection. Call logged. Phoning in daily for status update to 10210. And everytime, going through the same resetting of modem and password. Every call will end with a technician will be dispatched.

No timelines can be given as to when a technician will contact you. No other helpline except 10210. How does a company provide customer support when the furthest you can go is to 10210, which is utterly useless.

When the call center agent is questioned about technicians timing for visiting the residence. The reply is that they still testing the lines and will come to the residence when done. How long will that take? No one knows.

If Telkom by some luck reads this and cares about their customers, take my advice. Start investigating a problem from a known point. In this case, my residence. Eliminate any issues at the residence and then work back stratigically from residence to exchange points until the root cause of the problem is found. Right now, how do you know where to start investigating the issue? All line tests and settings from call center show ok. My modem shows a stable dsl light, only the internet connection light is stuck on red. Is it a modem issue? Are the call center agents incapable of confirming settings on Telkoms side correctly? Has a pole fell and snapped the line connection? Has any technician taken a drive through the area to confirm any incident like this, or have they spent 3 working days doing nothing. Or maybe they are waiting for the mandotory 72 hours that the Telkom app makes you wait before an app query can be made.

Unfortunately, we are all bound by Telkom, should you be using adsl. Thats probably why they have such a blatant no care attitude towards customers. They should at least have a minimum response time, calling customers to provide status updates. Technicians should have kPI's based on response time to keep them on track.

I will be reading up on the consumer protection act to see if the act can protect us end consumers against service providers like Telkom.

Time will tell whether or not the act is just as useless as Telkom.

Disappointed and Annoyed Customer.