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Dion T

1 reviews | Active since Dec 2017

07 Dec 2017, 01:02

The final insult from Telkom

Telkom offered me a fibre migration in May.

At the end of November, after countless reminders of their proclaimed 1 - 1.5 weeks turnaround time, I just gave up. The pointless Century City Telkom store visits, the countless emails to the Century City Telkom store, the countless emails to "openserve" (their fibre people), escalation calls, the attempt to engage on social media (e.g. https://www.facebook.com/TelkomZA/posts/ ********** ********** 21) yielded nothing.

I have kept a record of the above communication trail and can share all of it if anyone is not yet convinced. And, during this time, I personally met several "openserve" contractors as they installed fibre lines all around my street. They. too, cannot understand how it is that this particular line is such a problem.

Per the provided Facebook link, Telkom publicly claimed that they would finally sort out the installation in October. Nothing happened, not even a response to my reminder. A month later I eventually chose Sonic Telecoms to give me something in-between - fixed wireless. I wanted fibre but settled for a R3k+ antenna and slightly worse connectivity just to end the misery. Because Telkom are incapable of delivering on their promise.

Thank you Sonic Telecoms for delivering on your promise! And 1 week turnaround time!

Following my formal cancellation of all Telkom data services in November, someone finally called me today to tell me that a technician will complete my fibre migration on Friday. It therefore seems that you have to cancel your service in order to get service. No idea, my head hurts right now!

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Dion T's update04 Jan 2018, 16:10
Reviewer Update
On 6 December a Telkom person called me to announce that a fibre migration would take place on 8 December. I declined, reminding the person that I already cancelled my account. I spent R3k on a (technically inferior) fixed wireless solution just to end the misery. There is no way I am paying for another installation at this point. On the weekend of 9 December an SMS to "Mr Truster" welcomed me to the fourth account randomly created by Telkom last year. I received a customer satisfaction survey and even a phone call enquiring whether I am satisfied with my fibre migration. All this while the whole family was out of town and the house inaccessible. Back from holiday I was horrified to see that my ADSL account has been upgraded rather than cancelled. This week I received a sizeable bill for the upgraded DSL line I never requested. My cancellation request "cancel all data as well as the fibre migration because you are not capable of doing the work" was interpreted as "cancel the existing ADSL account, add a much more expensive ADSL account and throw in a call plan that was never requested". So the calls started. The billing department sent me to the sales department, who insist it is a billing issue. The sales department also tells me there is no cancellation request and that a new ADSL account was requested from a Telkom store. This request was made while I was on holiday and nowhere close to the alleged Telkom store. Telkom has truly outdone itself this time. What will it take for the cancellation to be performed and my bill to be fixed?