Telkom - out of order

<p>Dear Sir/Madam</p> <p>The service delivery received from Telkom leaves much to desire to say the least and therefore I wish to lodge a formal complaint.</p> <p>On Tuesday 3 May two technicians, Alan & Temba, arrived to work on the lines on our property as there were complaints in the neighbourhood. It must be noted that we experienced no problems nor did we lodge a complaint. On their departure I was informed that a new line had to be installed and that the work would be done on Thursday. As they left it was then discovered that we had no landline & internet connection.</p> <p>1)The matter was immediately reported to Telkom and a *** was received by sms.</p> <p>2) On Thursday 5 May I went to Telkom in Stellenbosch & the matter was escalated ***. I received another sms *** informing me that I would be telephonically contacted within 24hrs.</p> <p>3) On Friday 6 May I went back to Telkom & spoke to the manager Mr Polman as I was not contacted within 24 hrs as promised. In my presence he sent an e-mail to presumably senior management.</p> <p>4) On Monday 9 May another sms *** was received.</p> <p>5) On Tues 10 May technicians Alan & Temba arrived at approx. 16:30, installed a new line & services were restored.</p> <p>6) On Wednesday 11 May before lunch the landline went dead, it was immediately reported to Telkom 10210 & we were informed that the same technicians were alerted and that they would come to fix matters the next day - Thursday 12 May.</p> <p>7) Thursday 12 May came & went but luckily the internet connection was functional.</p> <p>8) Friday 13 May the matter was taken up again with Telkom & *** was received by sms.</p> <p>9) Telkom was again phoned during the afternoon as the internet connection also failed. We were told that they were apparantly fixing the proble remotely & that we have to wait....</p> <p>10) An e-mail address (natcc @telkom.co.za) was obtained to lodge a formal complaint but no response has been received to date.</p> <p>11) On Monday 16 May Telkom was phoned again & I was told again that they are aware of the fault but could not indicate if or when the problem would be resolved.</p> <p>The following must also be noted:</p> <p>* My aged mother (91) is alone at home at times & is dependant on this line of communication;</p> <p>* My partner now has to work after hours extensively due to the lack of an internet connection at home. By working late at night & early mornings she putting her safety at risk - and</p> <p>* Our alarm system is connected to the telephone line. Our household has thus been compromised for the past 10 days.</p> <p>Trust that you can assist in this utterly frustrating manner as it makes no sense that formal Telkom complaints cannot be escalated higher than the general number (10210).</p> <p>Regards</p> <p>Ms Jackie Wiese<br />*** (currently out of order) - to date</p>