TELKOM to TEL-DOM

<p>I have been with telkom for over 10 years. The relationship has been sustained by lack of alternate SP(If there is another, please advice as i am prepared to move my business elsewhere); and my ability to settle for less than i pay for.<br />What has become unbearable is data fiasco recently. I have been on a 40 gb per month and i must admit, i have enjoyed what i got over the years. I would download and stream movies and series, etc. Very few times, i would ask for a post paid top-up towards end of month because my data would be depleted. In the last 6 months or so, both my data and speed has gone to the dogs. My data doesnt go past 5 days in a month, even though i do less than i used to do sometimes. My speed stayed below 1 mb with special occations where i would have 1,2 mb. In the last 2 months, i would even get way less than 1mb. My line was supposed to be a 2mb line.<br />Because of useless agents at tel-dom, i would just leave it. Last month, i started talking to them to try and understand what was going on, and one agent told me that my account, even though i am on 40gb plan and it gets finished around the 5th, i have spent +170gb; +200gb and on the day, he told me i have used up about 120gb, and that was sometimes mid-October. He told me that there is no way that, what he is seeing is possible. How can i move from 40 gb to 200 gb if my account is capped at 40? He also said, even with post paid, it still doesnt make any sense at all. I asked him to give me answers not questions and he told me that i must send an email to abuse@telkom as he can't see a breakdown of usage on his side, assuring me that abuse@telkom will pull all the usage data and send it to me in order to understand what is going on.<br />In between talking to several agents of pain at tel-dom, who are rude and useless, they would blame each other for my experience between technical and accounts. As for abuse@telkom, they responded and told me to go and search on SAIX for the details myself as they dont have acess to details on my account. they never responded to my follow-up email to try and understand what they do if they dont do what i was told they do.<br />In the end, about 3 weeks ago, i realised that i must find solutions myself. I then called and asked for an option that wont get depleted or give me speed issues as money was never the problem. someone eventually told me of a special for uncapped 10mg option, which is currently at R799. i asked her if thats all i will pay per month as i didnt want to deal with other issues, since i no longer take their word for anything. she assured me that that is the final monthly amount. she told me that she is upgrading, but she has to first check if my area has 10 mb line. after a while, she said there was an issue with their system, so she cant check, but the best way is for her to apply for the upgrade, and if it go through it means its available. she took sometime and eventually said she has done it and it went through. She told me it should be up and running in 48 hours after they finalise the upgrade. </p> <p>Days later, they called and said they are finalising the upgrade, which they confirmed to have done. I checked and i was up and running in terms of data, but the speed was still at 1,6mb. Untilyesterday, it had gone up to 2,1mb. I was giving them time in case it takes longer than they told me to get the 10mb out of decency and lack of time to fight with defensive useless people.</p> <p>This morning, i wake up to NO internet at all. i though it the rains, and upon calling, i tell the agent, who se response was that i have an outstanding amount of about R390, because i paid R600 only. I tell her that this is rediculous because they are the ones who do the debits, and i have never gotten suspended for any payment related matter, even. She tells me that its because of the R600 cap on my account, so they cant debit more. I then remembered that there are months where i see a flat R600 debit, and went into my statements and saw that, a few times over the years, my account would be more than R600 and they just deduct the balance the following month. i have never gotten a call to say i have outstanding amount that i need to settle or maybe i should change my R600 cap, which i would have gladly done for convinience. How do they decide to suspend my line without telling me, i asked. the mind boggling issue is that, i just asked for an upgrade which has been done after the last account was charged, so why didnt they tell me about that amount? why approve an upgrade and even agree to change my cap from R600 to R820 if they knew it would be less than what i need to pay? that conversation ended with the agent telling me that she cant help me until i go and make a cash payment, but i demanded to talk to a helpful person.</p> <p>She called her supervisor Moses, who i narrated my issues and the shock that i am discovering about my suspension when i am calling about other things. In the same conversation, he tells me that the R820 cap i have now wont even be sufficient because my account is actually over R1000 per month, which was another shock. he tells me the breakdown of the figures, and upon asking him why its not the promised R799p/m, he had no answer, and said he will also escalate it. He just called back to say the reason i am not getting full speed is because there is actually a technical falt on the system, so they will resolve it and let me know when its sorted. He opened my line in the meantime, and my speed is currently at about 3mb. I talked to my neighbour who, i adviced to upgrade after i upgraded mine, and he did about a week after i did mine. he tells me that, after he upgraded, a few days later, they called him back to say though they upgraded him to 10mb, our area doesnt have 10mb, so they adviced him to downgrade to 8 mb line. he asked why they would upgrade to 10 when they dont have, and the agent told him to report to Hallopeter as its clearly false advertising. here is the catch, downgrading to 8, means he will pay just under R1100, which is more than the special that got us here of R799. why should we be manipulated and abused like this?</p> <p>I never got the same call that he got, and he was referred by me, meaning he did it after me. what is the criteria that is used to decide who is given the curtesy of these calls? do they check the names and surnames? why wasnt i told that i am on an option that doesnt exist? why am i being charged falsely? why am i getting 3mb and still have my account billed for the full option? if there is a fault, when its resolved, am i going to get 10mb? or as my neighbour was told, i will also get told that my line is not a full 10mb? then what? do i pay the full amount, though i have gone for weeks without the promised option? is my account really R799 as promised on the phone, which they can listen to Or its R1100 that is currently billed on my account? What happens to the overages on my account that i just realised now that it has been going on for a few months, its just that due to the R600 cap, i wasnt seeing it as they kept shifting and settling from month to month? is it unreasonable of me to expect them to refund the overages that were over and above the reasonable monthly instalments of less than R500 per month? is it unreasonable to expect them to charge me what they promised to charge me? is it unreasonable to demand that they dont charge me until they get the fault sorted, that is making me get between 1,6 and 3mb, instead of 10 or the rumoured 8 mb? but most of all, can Tel-Dom redeem themselves back to Telkom by respecting their customers, and communicating properly when there is a problem without the rudeness and defensive attitude they have currently?</p> <p>Whilst Moses has promised to get these things resolved, i just dont believe them anymore.</p> <p>In case abuse@telkom want to dispute that they didnt comeback to me or help me, below is a copy of email between us:<br />To: ********** <p>Hi,<br />What do you do with a complaint like mine? What is the point of contacting you guys as I was referred to you after talking to different departments who insisted that you are the ones who can address my problem?<br />...................................................................................................................................................................................................<br />From: Tandiswa via RT ********** />Good day<br />Thank you for contacting Telkom Abuse</p> <p>On the system we do not have breakdown usage you can kindly log into www.saix.net to the the breakdown usage then click on Support then Usestats.</p> <p>Regards<br />Telkom Abuse<br />...................................................................................................................................................................................................<br />On Wed Nov 02 08:55:57 2016, vlufuno wrote:<br />Hi,<br />I have had my line for many years now, and I always streamed and even downloaded video as I do a lot of editing at home. In the last 3-4 months, my data gets finished in about 5 days, when I am doing less than I used to before, and no one at Telkom has a clear answer. May you please explain what the problem is and also give me a detailed breakdown of my usage for the past 6 months.<br />........................................................................................................................................................................................................<br />The SAIX site they sent me to doesnt open on all my machines, this is what happens when i try to open it: <br />All 4 sites are operational since 14/07/2011 (rrba).<br />This text is replaced by the Flash movie.<br />Note: The international London (UK) site is NOT accessible with the guest accounts!</p>