TELKOM RIS OFF CUSTOMERS WHEN THEY CONVERT TO FIBRE

I am sending this due to the total lack of customer support I have received from Telkom since your people convinced me to convert from wireless to fibre. Telkom’s websites state that if I am not satisfied then my query should be referred to a manager and if I am still not satisfied then I can request that it be sent to the CEO. To date despite requests, no manager has bothered to get hold of me. I have received many e-mails from 10210 to “their valued customer” but again to date not one has advised when or even if I will be receiving the fibre router.

In February 2021 the fibre was installed into my house and I was given a Vuma router. From then I was charged every month since March for Subscription & usage for Third Party Access and Uncapped Lite Internet. At the same time I was also being charged for the wireless connect every month. This week I finally got someone at Telkom to understand my complaint that I was being charged twice for a single service plus I was being charged interest as well as reconnection fees when I was disconnected because I refused to pay for two services. As a result the wireless was disconnected yesterday, e-mail attached. I understand that the charges have been resolved but I am still waiting for a statement to confirm this.

At the same time my internet connection ceased. On discussing this with someone at Telkom on 10210, I was advised that the reason for no internet was that I needed a fibre router because the wireless router I have would not work on the fibre connection. I remembered that the Vuma technician said to me when he installed the Vuma router that a technician from Telkom would contact me about the router. THIS HAS NEVER HAPPENED. As I had a Telkom router already I didn’t think it was a problem until yesterday.

I went into Telkom Direct at Greenstone who kindly connected me with customer service, I was advised that the order for the fibre router HAD BEEN CANCELLED TWICE!!! AT NO TIME DID ANYONE FROM TELKOM CONTACT ME OR EVEN EMAIL ME TO STATE THAT THE ROUTER ORDER HAD BEEN CANCELLED OR WHY IT HAD BEEN CANCELLED. FURTHERMORE TELKOM HAS BEEN CHARGING ME SINCE THEY INSTALLED THE FIBRE WHILE KNOWING THAT IT HAS NEVER BEEN CONNECTED BECAUSE NO ROUTER HAD BEEN INSTALLED TO CONNECT IT!!!!

I WAS ADVISED THAT THE ORDER WILL BE REIMPLEMENTED BUT IT WILL TAKE SEVEN TO TEN WORKING DAYS TO SORT OUT!!!! I AM WORKING FROM HOME AND NOW HAVE NO INTERNET CONNECTION THANKS TO TELKOM’S INCOMPETENCE AND TOTAL LACK OF CUSTOMER SUPPORT OR EFFORT TO CONTACT ME WHEN THEY COULD NOT DELIVER THE ROUTER. When I asked to speak to a manager to get a shorter delivery date I was advised that a manager would call me. I am still waiting for the phone call back.

Also I have spent over R300 on cellphone air time having to call 10210 to have the account resolved because the landline number on my wireless has not worked since beginning of May and 10210 is not free on another cellphone service. Furthermore the inane recordings at the beginning advising me of alternative options and that customer service is important to Telkom as well as the long winded customer verification process ensured that at least 15 minutes of my air time was wasted before I even got to explain what the query is. I now have no more air time and cannot use my landline so I am forced to drive to a Telkom office in order to find out what is happening with my account. Not only that I no longer have a “landline” because contrary to what I was told when I was contacted by Telkom sales office to convert to fibre, the landline does not work on fibre!!! Furthermore their free complaints line on ***doesnt work. So how do you actually get to speak to a manager or someone who can sort out your problem?