1 reviews | Active since May 2011
UNACCEPTABLE EXCUSE
On the 17th July 2018, I app**** for R605 deal with a router. I was advised by the salesman that the technicians were very busy and will attend to me within 7 days to which I agreed. I asked him to check my current package and advise whether the R605 would be better to which he advised that I will have a faster line. On the 20th July I received a message from Telkom advising that my order ********** 03A was receiving attention and I will receive further communication shortly. My internet stopped working on the 19th July 2018 and I thought it was due to telkom working on my order. On the 27th July during the day I contacted Telkom to enquire about my internet service and was advised that my internet was working and that there was a problem in the area and no time-frame could be given when it was going to be fixed. I again contacted 10210 and was advised that my line was syncing and therefore there was no explanation as to why I had no internet connection. When I enquired whether there was a problem in the area, then they lady confirmed, that it was the problem and once again could not give me a time frame as to how long this was going to go on for. She didn't log the fault as it was area. On the 28th July I called telkom again and was given the same excuse when I told the lady to explain to me as to how my neighbor had internet and I did not. She then took my details and reset my passwords and further advised me that she will send through a technician to come and reset my router. She also advised that it was a Saturday and that she will book it to the technician but cannot promise that they would come through today but definitely on Monday, 30th July. She confirmed that my line had been changed from 2m to 4m. I received no feedback on Monday 30th Jul 2018 and once again called 10210 during the day and spoke to Vuyiseka, she advised that I should reset my router and my internet should start working as there was no sign of any problems. I was at work and was unable to do this. She was adamant that the reset would resolve the issue I insisted on a reference and she she supp**** me with 78ANK280718. I got home, reset the router and still had the same problem. At about 21h30 I and spoke to Cyprus. I relayed my problem to him and he checked, reset the router and the internet started working. He could not explain as to why the previous employees couldn't assist. I didn't check my emails. On the 31st July I tried to check my emails and was asked for a password, not wanting to attempt anything I called the help desk. I was assisted by Balungile who confirmed that she could see that my email was busy on her side, I then advised her that it had been processing for the last 30 mins. She then reset my email password and told me that my problem would be resolved. As I started to send/receive my emails, my emails that I had in my mailbox started to disappear and in within a few minutes ALLL my emails disappeared. Very frustrated, I contacted the helpdesk again amd spoke to Nompulelo, I waited forever for a supervisor, and eventually left a message for a supervisor to call me. I received no response. I called again and after much frustration, I spoke to a Pam. I relayed my problem to her and she handed me to Zoleka. I explained her the whole problem again and she couldn't understand what went wrong. She sent me test email which I confirmed was received. She advised that my line was upgraded by Cyprus and therefore I had lost all my emails. She took down all my details, cell number, work number, work email address and promised to keep me in the loop as she was going to escalate the problem to the relevant departments, especially the sales department. She stated that she was not blaming anyone but 80% of the issues are the sales as they fail to advise the customers correctly. She stated that her manager was right there as she was taking my details as we spoke and will copy me on the emails. She further undertook to send me an sms with her details. She sounded so convincing that I actually believed her. To date I have not received any response from Telkom! I called telkom on the 2nd August to see whether there were any progress and spoke to Zanele who advised that she could see that I had called with a problem with my emails but there were no records of any faults being logged. She supp**** me with a Fault number ********** . Still no response! I called in the evening again and spoke to Tholaleke Zondi and relayed my issues to her and she confirmed that I had spoken to Pam Govender and Zoleka Mtshali the previous night. She advised that they were both busy on the line and that she would get them to return my call. I waited for 15 minutes and eventually the left a message for them to call me. I didn't receive any response. I responded on my test mail that was sent by Zoleka the previous night requesting that she contacts me. On the 2nd August I receive an email from Xolela Wongalethu (via RT ********** stating that they have no such employees in their department!. What a joke telkom, Please respond as I need to recover ALL my email asap.