Telkom - Once again

<p>A case was lodged with Telkom call center on the 4th of July regarding bad signal from LTE-A tower.</p> <p>The Call center agent advised that the case resolution period is 72 working hours or 9 days. I contacted the call center as well as the online team numerous times to follow up if there have been any updates.</p> <p>I received a call from Telkom on the 9th of July to enquire if I’m still experiencing the problem which I advised that the issue is still persisting.</p> <p>I called the call center again on Monday the 17th and spoke to a team leader called Jermaine who advised that he would personally escalate the matter and I would have an answer within 48 hours.</p> <p>On Wednesday, not hearing from the team leader, I once again phoned the call center only to be told that the team leader is not in for the day and would only be available on Thursday the 20th. I then decided to see if I can get any assistance from the Telkom Head office and drove through to the Pretoria Head office only to be told by the security that they cannot allow me access and that they can just give me a number for the person handling the queries. (Alfred 012 311 ****) After numerous calls not answered Alfred phoned back late afternoon and advised that he cannot assist with Mobile queries.</p> <p>Thursday (20th) I contacted the call center in the morning to follow up with the team leader if he has any feedback for me, only to be told that he would only be in after 13:00 and that the agent will leave him a message to contact me. 14:00 the afternoon I called again only to be advised that he will only be in on Friday (21st). I, later on, spoke to a team leader named Charmaine who advised that they can only escalate the queries and that they cannot give me any other resolution to my problem. During my discussion with Charmain she advised that the matter was only transferred from the Technical department to the Network department on the 20th and that they cannot give me a turnaround time or any further information.</p> <p>I have in the interim (14th of July) also gone to my local Telkom store (Keywest Krugersdorp) and spoke to one of the staff members, Desmond, who then sent an email to Carolina, the branch manager, to find out what she can do to assist. After not hearing from Carolina for a few days I went back to the branch to follow up and was told that she was off for the day. I sent her a message on her cell phone to enquire if she received any feedback, to which she rep**** that she has escalated the matter on and she will follow up. I visited the store again on the 19th and Carolina advised that she still hasn’t had any reply and that she will once again follow up.</p> <p>During this entire ordeal, I’ve physically tested my router by taking it into other areas and got full signal, I then went back to my area and was able to sit right underneath the network tower to which I am supposed to connect to and got a very bad connection – 0.3mb/s to 0.7mb/s.</p> <p>During my discussions and follow ups with the CCAs I advised to inform the technical team that the issue is tower related and that the case needs to be sent to the correct department, which they never did or the person that is handling the case never paid attention to.</p> <p>I feel that I have given Telkom more than enough chance to resolve my query or provide me with proper feedback and have exhausted all possible avenues with Telkom to resolve the problem.</p> <p> </p> <p>I have been forced to log a case with ICASA hoping that forcing the legal hand that something will happen. This is the 2nd time in a year that I've had the same problem, it took Telkom 3 months to resolve the previous problem and only resolved the issue after I reported the matter to ICASA.</p>