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Brian S

1 reviews | Active since May 2015

24 Feb 2020, 12:56

Telkom sinks to new low in my books - read why..

I don't know how Telkom stays in business. Clearly the monopoly on the last mile of copper means you don't have to be concerned about your locked in paying customers. I have had resets and disconnects on my ADSL line (recent spate only) since December 2019 until now in late February. I have logged calls at 10210 and my ADSL service provider Afrihost has been just as hopeless in resolving my issue with Telkom. In addition I seldom have dial tone on my telephone line or it is so crackly it is unusable. I have had two Telkom techs visit my home in the last month and the moment the problem was isolated to being someone elses department I have no progress. The line "at No 8" was identified as the problem weeks ago and yet NOBODY has fixed it or contacted me. I cannot get onto fibre yet as the reticulation is not going to be there for 6 months and LTE does not cover. Tearing my hair out. I should be refunded my last 3 months line rental at the least.

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Replies (2)
BS
Brian S's update26 Feb 2020, 14:26
Reviewer Update
My new take on this that Telkom is so busy with pushing people onto fibre that they do not care about faults on the copper lines. I have had 3 technicians over 6 weeks or so and I feel for them because they get all the flak from customers but seem unable to resolve problems further from the customer premises. My fault is apparently like that possibly underground but the Techs seem to have no power to get Telkom (OpenServe) to fix line problems closer to the exchange. The consequence is that the Customer (me) get no service and the Techs cant be paid as the issue is unresolved. I cannot get a trouble ticket from anyone for this line issue so I am paying Telkom for my telephone and cannot get it to work. It seems to me the contract in place betwen the "technicians" and Telkom is inadequate because Telkom cannot be held to account by anyone. (And as stated before I cannot get fibre yet as there is no infrastructure in my street, nor can I get LTE apparently ) . Does anyone know who the Ombud is for such an issue to be taken up? (service paid for with delinquent supplier).
BS
Brian S's update26 Feb 2020, 16:11
Reviewer Update
You have give it to Telkom, they are resourceful in retaining (un)happy customers.
[1] When you follow the advertised process to cancel a service at apps.telkom.co.za and after entering valid input data you get this error " An unexpected error occurred while retrieving customer details. Please try again later ".
[2]When you try to cancel your phone line you find out you cannot do it without first cancelling your ADSL.
[3] When you try to engage them online using https://chat.telkom.co.za/ you get "Waiting for chat.telkom.co.za " which never resolves !