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Arno N

1 reviews | Active since Aug 2017

17 Aug 2017, 08:40

Telkom Non-existent ADSL service

Today is the 17th of August 2017. I've waited since the 4th of July 2017 for my ADSL to be installed/activated. This is my journey so far:

4 July - First application of voice line installation. 18 July - Technician arrives and installs line. 1 August - My ISP escalates the order with Telkom and receives the reply: "Awaiting tech to run jumper in MSAN" 11 August - I contact technician directly, he checks the status and replies that the order has not yet been assigned to a technician. 11 August - I contact Telkom via 10210 and rep tells me my ADSL line has been activated. 12 August - I check line, but it is not working. I have to wait until Monday 14 August to contact my ISP's line department. 14 August - I contact my ISP, who confirms that the line has not been activated. 15 August - My ISP escalates the matter again and receives no feedback. 15 August - I phone Telkom with reference number ********** 99A. They say that the ADSL line is not syncing and that they would send a technician within 48 hours.

Note that I have also made multiple phone calls to Telkom in between this time with no results. I don't know what more I can do. Surely it is not supposed to take so long to activate an ADSL line.

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Replies (10)
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Arno N's update17 Aug 2017, 15:57
Reviewer Update
**Update: 17 August - Spoke to a Telkom rep over the phone. Apparently there are no line syncing issues, contrary to what I was told 2 days ago
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Arno N's update21 Aug 2017, 08:01
Reviewer Update
**Update: 18 August - Spoke to a Telkom rep over the phone. The line has been put into a holding pool with incident number ********** . They promised to fix the issue within 48 hours.
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Arno N's update22 Aug 2017, 09:42
Reviewer Update
Thank you Keagan (Telkom Social Media Team), I will continue to update this review with Telkom's response until the matter is resolved. Telkom has promised to resolve the issue swiftly in the past, so excuse my reluctance to believe that I will receive any better service than I have to date.
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Arno N's update22 Aug 2017, 11:14
Reviewer Update
**Note: Keagan and his team has not yet contacted me to find out what my personal details are, so they can resolve the issue.
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Arno N's update22 Aug 2017, 12:46
Reviewer Update
**Update: 21 August - Went to the Telkom shop in Clearwater, where a shop assistant helped me by entering my cellphone number into a Telkom webpage, where apparently someone would phone me back. I'm still waiting for that phone call a day later.
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Arno N's update23 Aug 2017, 11:36
Reviewer Update
**Update: 23 August - Although Keagan (from Telkom Social Media Team) contacted me yesterday assuring me that their task team will attend to the matter urgently, I have not heard anything from them at all - they did not even take my contact details. It has also been 48 working hours since Telkom promised to fix the issue on the 18th.
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Arno N's update24 Aug 2017, 12:23
Reviewer Update
**Update: 24 August - Spoke to a Telkom rep over the phone, who in turn spoke to her manager. It turns out our line has been in the holding pool since 20 July. The manager promised to phone me within 24-48 hours.
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Arno N's update28 Aug 2017, 08:43
Reviewer Update
**Update: 28 August - No one phoned me, and nothing has been done yet.
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Arno N's update29 Aug 2017, 14:24
Reviewer Update
**Update: 29 August - Phoned Telkom again. Apparently it has been escalated with multiple departments (whatever that means), because the line is stuck in the holding pool, has not been closed off, and there is a system error.
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Arno N's update31 Aug 2017, 08:31
Reviewer Update
**Review closed: 30 August - ADSL is active after technician arrived at my house due to a fault report. (Note he was not called out to install the line)