Telkom pathetic service

Item: Telkom
Rating: 1
Author: Belinda E

We have had a 2mbps ADSL line with Telkom for over two years now. Ever since December 2016 the bandwith has either been non-existent or very slow, on average under 1mbps (on a good day). Numerous, repeated faults were logged, each time the fault is closed without the problem being resolved. I have been trying to get my service working for four and a half months with Telkom without any success. Telkom is continuing to sell bandwidth which they don’t have and most of the people in my area do not have service, or the service has degraded to a level that you cannot work. We have tried to address it with Telkom direct stores, logged numerous calls and even logged call with the CEO hotline. All the detail in enclosed email below at the bottom of this email. I am so frustrated that I am now appealing to you . The internet is a full of complaints with Telkom bad service, and there is just nobody that is addressing this pathetic service. You cannot find a manager to speak to and the call centre managers are always in meetings and never return your calls. My personal internet service is costing me R1000, but I do not get any joy from anyone at Telkom. The calls I log, get closed after a few days, and I cannot get any manager to address my issues. Just to confirm, I have followed all the following steps listed below:- Resolving Your Complaints Obviously, it is our desire that every contact you make with Telkom should be a pleasant one. However, in those unfortunate instances where a problem arises, we will follow the procedures outlined in this section in our attempts at resolving your complaint, expeditiously. You can direct your enquiries with regards to your application for a Telkom product or service, accounts or the reporting of a service fault to 10219, 10210 or 10212 respectively. These numbers are advertised in the Telkom Phone Book. If you do not believe that your problem is receiving the attention it deserves, ask to speak to the Call Centre Manager or a delegated representative. They will promptly and courteously attempt to resolve your complaint. Please be advised that there will be occasions, due to the nature and complexity of the complaint or problem, where Telkom will need time to investigate the matter, but will get back to you with a resolution to your problem. If you are still not satisfied, after hearing from the Call Centre Manager or a delegated representative, you can request them to escalate your complaint to the Escalation Centre and an escalation reference number will be issued. You can also, personally, escalate your complaint, in writing, to Telkom’s Escalation Centre. A Telkom Customer Facing Employee will supply you with the postal address or Fax number of the Escalation Centre. Should you visit a Telkomdirect Shop you can also request that your complaint or request be referred to the Manager or a delegated person who will then escalate it to the Escalation Centre and issue you with an escalation reference number. In those instances where you would like to escalate your complaint further, the Escalation Centre or Telkomdirect Shop will provide you with the telephone number of the office of the Chief Executive Officer (CEO) of Telkom. The CEO’s office will review your complaint, analyse the steps taken in resolving your complaint and advise you accordingly. If you are still not satisfied, the CEO’s office will promptly supply you with the telephone numbers and physical address of ICASA. For your convenience, ICASA’s contact information is also listed in the government pages of your local Telkom Phone Book. I am now appealing to you for assistance in this matter. My landline is ********** 447, and just some of the calls I have logged are listed below. 19/4/2017 Calls ARS 321917 23/3/2017 581CNK230317 24/3/2017 144BNK240317 25/3/2017 245CNK250317 27/3/2017 419CNK270317 30/3/2017 333CNK300317 08/4/2017 7CNK080417

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