Unacceptable Service

<p>Since End November, I have had a lot of problems with Telkom Adsl line. We have called their call centres umpteen times since 29th November, 2016. Today is 10th Jan 2017. These call centres are a waste of time. We have many reference nos given by them re our complaint, but no action taken. </p> <p>1. One call centre operator told us to go buy a filter as there is a problem with our modem. My husband travelled to Longbeach Telkom from Simon's Town to be told they do not stock such items. Only sales. </p> <p>2. We made another trip to the office in Longbeach mall to upgrade to a 10 meg line.</p> <p>The girls all looked completely at a loss as it appears they did not know what to do. 3 of them. Finally after a lot of computer checking, disappearing in the office at the back, one gave us a form to till in. My husband brought it home and spent time filling it in, I wondered what was going on and decided to check the form. The form was for requesting installation of a landline which we already have. I then realised that the lady had no clue about the procedure and just handed out a form.</p> <p>3. Their technicians came in early December and after checking out said there is a problem and the matter has to be upgraded to a "Specialist", their own words/. They can do nothing. The Technician left his number with me and requested I tell Telkom the issue is resolved. I refused to do this until the matter IS resolved. </p> <p>4. After a week or more when no response, I called the technician on given number. He said he had reported the matter to the so called "Specialist", he was on our way to fix out line when he had an accident. He will check up on the "Specalist" and call me back. He did not, each time I have called his cell number since then, no repsonse.</p> <p>5. Monday 9th Jan, this same Technician, Harold called early in the morning to say he was going to come over and will call back to confirm time, I tried calling him, nothing. He does not answer his phone.</p> <p>6. We also went to their office in Blue Route to be told that they only do sales and no Technical help is offered.</p> <p>7. We then went to Kenilworth. After standing in a queue for 45 minutes, we were told that only sales staff were there, the only Technician has just gone for lunch. After an hour, the technician Geoffrey did turn up and informed us that the modem had gone back to factory setting, it took only five minutes for him to resolve. This was 2nd Jan/5th Jan 2017, cannot remember exact date. When we came back, the wifi came on, but on and off. More off than on. When the wind dies down, it comes on, when the wind picks up it is off.</p> <p>8. In the meantime, the whole month, we have been talking to many many operators at their call centre, spent hours and hours, our holiday totally ruined because of no connectivity. </p> <p>9. We told the operators that the modem has gone back to factory settings, they would not listen, just kept on telling us that they know what they are doing and we should listen to them.</p> <p>10. Some say they cannot see anything wrong and they will register a complaint, some say they do not know how to handle Apple Mac, some say buy this or that, the result is still no success.</p> <p>11. A guest saw our line and he thinks that the copper wires are frayed and they need to replace our line, this has been borne out by the fact that each time the wind blows and the wire shakes we have a problem.</p> <p>We have exuasted all channels, are even checking out other service providers as this is the worst service we have ever experienced.</p> <p>12. I remember in June 2015 we had same issues. Mweb kept on insisting that the problem is with Telkom line, Telkom kept on insisting it is Mweb. In the end we gave up Mweb and moved to Telkom, who rushed around setting up a modem for us and supplying our adsl line. Bingo...no problems for a while. </p> <p>13. Now we have only Telkom and absolutely no action is taken. They do not realised how isolated we feel without connectivity. Our phone line is working and I wonder if after reading this, if they ever do, they will disconnect that as well.</p> <p>Would greately appreciate help on how to go about getting Telkom to come resolve this issue. Thanks</p>