Telkom refuses to fix my line

Dear Sir/ madam

I would like to submit a complaint about Telkom. I few years ago I signed up for a contract for a 2 then 4 mbps uncapped line with Telkom for R599. I have never cancelled or changed my package.

In March we had a cable theft problem at my old address in Padfield park Pinetown. Telkom did not fix it and I had to move areas just to get connected. I moved into a place in kloof on the 1st of June. I waited another month before they finally installed lines.

2 Weeks ago 16 November 2018 my lines went down again. I reported a fault. Days went by without feedback. I called only to be told that they refuse to fix my line due to cable theft and because its costing them too much and that they will be offering me other options ( namely fixed line look alike which cannot offer the same package ( has a 10 gig limit and is for mobile phones) and LTE which is R300 more than what I am paying now which are the only options open to me because they have failed to bring fibre to my area).

This all despite the fact that I am currently in a blue zoned area( 24 hour blue security monitored and patrolled) with no reported cable theft incidents ( I got confirmation from all the people using telkom adsl in our road and adjacent Alemein Road and nobody has a problem or has ever reported cable theft at all ( I can get a petition signed if need be).

How is it legal for them to refuse to service my line and dictate what option I should take when I originally took a contract for uncapped adsl. Their attitude is take it or leave it. This is blatant bullying.

This is not right. I am a single mom. I am struggling to pay for my current package. Now they are doing this to us 2 weeks before the school holidays robbing us of our entertainment and trying to make us spend more money on packages we cannot afford.

I am so angry and feeling so hopeless right now.

I trust you can assist me