Telkom - Pathetic and Infuriating

<p>On Saturday, the 18th February 2017 (midday), my landline went dead (which affected my ADSL as well). I logged the fault with Telkom (and spoke to operator Hubert) and informed them that the problem needed to be resolved urgently (as my mom is 74 years old and her only means of contacting family in the event of an emergency is by telephone). I was provided with fault Ref. no. 302CNK18017.</p> <p>On Monday, a Telkom technician was sent out to my residence and we informed that the problem affected quite a few people but that the problem would be resolved in 2-3 days. On Wednesday, I received a SMS stating that the fault would be resolved shortly (whatever "shortly" means - a few hours, days???). I called Telkom on Thursday to follow on the fault, and the operator informed me that the call was still open and that she would escalate the matter, but could give me no other information at the time. She also informed me that the normal resolution time of 2-3 days had been exceeded by Telkom. A few hours later, I received an SMS stating the problem was being investigated.</p> <p>On Friday, around 11am in the morning, my sister (Miss S Singh) contacted Telkom again as we were now losing our patience with Telkom's poor service. She was informed that the matter was being escalated (not sure how many levels of escalation they have before something is actually done - Ref. no. 959649). Once again, I received a few sms's telling me that the problem was being investigated and gave me no other indication of when the fault would be resolved - i.e. 7 days later.</p> <p>I called Telkom again this morning; i.e. 25th February 2017, and this time I was not polite to the operator (Yalezwa). She informed that there was a faulty cable problem and that the technicians were still busy fixing the problem (8 days later!). I asked her what the hold up was with the fault being resolved and she could not tell me. She informed me that she would get the Technical Supervisor to give me a call as soon as possible to provide me with an update (that was at 9h30 this morning). Three hours later and no phone call from a Supervisor, nor have I received any further updates on the problem being resolved. </p> <p>What infuriates me even further is that there are other means of escalating this matter. Judging by the high number of complaints on the web regarding Telkom's pathetic service, it clearly seems that Telkom and their technicians do not have any sort of urgency in resolving customer faults, and this matter needs to be escalated by the relevant "authorities." </p> <p>I honestly have no words to describe the utter uselessness of Telkom and the manner in which they run their business. Your urgent assistance in this matter would be greatly appreciated.</p> <p> </p> <p>Kind Regards</p> <p>Mr. Thansen Singh</p>