TRANSFERRING ADSL LINE TO HOLDING POOL FOR MWEB TO TAKE OVER

Can you please assist me with the request below what I’ve been trying to process since 18/06/2018 to move my ADSL Line from Telkom to the holding Pool in order to be taken over by MWEB.

My first call to 10210 was to request that the ADSL must please be transferred to MWEB, which the operator informed me that I needed to print the form from the website and send the completed signed form together with a copy of my ID to servcancellation@telkom and specify that the line must be transferred to the holding pool and not cancel the line, which I did. (They can refer to the phone recording on that day). Only to find out on 19/06/2018 that the e-mail was returned and when I phoned 10210 I was informed that that e-mail address no longer exist and that they are off-line and can not process any requests but that she will escalate it to her Supervisor and that it will take 7 – 14 days to process the request.

When I phoned the next week (NUMEROUS TIMES) the systems was always off-line and I was requested to phone again after half an hour to check if the systems was working and everytime it was off-line or I was informed that I needed to phone 10213 as they are the ones processing these requests only to be informed once again I need to phone 10210 as they process it. (PLEASE LISTEN TO THE VARIOUS VOICE RECORDINGS !!!)

Out of frustration I went onto the website and logged in and logged queries on 03/07/2018 to the various departments attached. NO FEEDBACK AS YET!!! Again on 07/07/2018 and still NO FEEDBACK.

Eventually on 06/07/2018 some well trained employee of TELKOM (which is few and far between) informed me that I need to logon to the website and she directed me to the correct place to complete the form online and attach a copy of my ID in which case I got a case number ********** 1. Only to find out when I phoned 10210 on 11/07/2018 about the progress to be informed the cancellation takes 30 days!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

What????????????? This is already nearly 30 days after my initial submission............................ another 30 days. I again informed the operator that the ADSL must be moved to the holding pool and be assigned to MWEB.

As the only fixed line operator in the Republic of South Africa this is really of low standard. It is funny how new business can still run and go ahead but any changes, cancellations and queries could not be attended to with your systems down.

There after I phoned numerous times with the systems off again and eventually during last week I received two phone calls while I was unavailable to take the call and received an SMS to say the escalations department could not get hold of me. Trying to phone back the number doesn't exist. Still no further calls, sms or e-mail from Telkom. I phoned on Monday 20 August again and now they were off-line again. I phoned on Thursday 23 August still offline. I phoned today 24 August, the first call the operator told me she could not assist me as I did the request online!!!!!!!!!!!! Phoned again and the second operator could only eacalate it again.

PLEASE WHAT ANOTHER 30 DAYS MAYBE!!!!!!!!!!!!!!

As a long loyal and paying customer can I request that the operators get better training and have knowledge of all the processes. Telkom to be more accessable to assist with queries and attend to it and finalize it???

Please can we do something about this??????