Telkom’s Poor Service, Misinformation & Business Loss Due to Wi-Fi Suspension

I am extremely disappointed with the unacceptable service levels received from Telkom, which resulted in serious disruption to my business.

We experienced a Wi-Fi outage in two of our holiday apartments. On Tuesday, 2 December, I contacted Telkom to confirm whether the account was in good standing and was clearly advised that there was no outstanding balance and that the problem was a technical fault.

On Wednesday, we visited a Telkom branch to log the fault and were under the impression that it had been successfully logged. On Thursday, after following up, I was told that no fault had been logged by the branch. The agent then logged the fault and assured me it was under the correct BIN number, as we have multiple lines on one account.

On Friday, I was informed that the fault had again been logged under the incorrect BIN number, requiring yet another fault to be logged. I was told that technicians would attempt to resolve the issue remotely, and if unsuccessful, a technician would be dispatched.

On Saturday, I was advised that a technician would arrive between 3pm–4pm, however no technician arrived.

On Sunday, a technician finally arrived and advised us that both lines had been suspended due to non-payment. This was the first time in the entire week that anyone mentioned that the account was in arrears.

I immediately contacted Telkom and was advised to settle the account. I went to a Telkom branch, where I was told they do not accept payments and that I must pay via Checkers, which I did. On Monday, I was advised that the payment would take 48–72 hours to reflect, even though the matter was escalated.

To date, only one line has been restored, and the second line is still without Wi-Fi, despite full payment being made.

Throughout this entire ordeal: • We were given incorrect and conflicting information • Faults were logged multiple times incorrectly • A technician appointment was missed without notice • The real issue (arrears) was withheld until day 6 • Our guests were left without Wi-Fi, directly damaging our business and reputation

The reason the account fell into arrears is due to Telkom setting our debit order to deduct only a minimal amount instead of the full balance, without our knowledge.

To date there is still no resolution to restoring the line.

This entire situation shows gross negligence, poor communication, and a complete lack of accountability. I request:

1. Immediate restoration of the outstanding line 2. A full investigation into the handling of this matter 3. A formal written explanation 4. Compensation or service credit for business losses suffered

This issue could have been resolved immediately had we been correctly informed from the beginning.