Unacceptably long outstanding fault since October 2016
<p>I would like to bring to your attention a very long outstanding fault on our Telkom line (011) ********** which is a combined voice and ADSL line.</p> <p> </p> <p>In October this year our landline went dead resulting in no ADSL or Voice on our line.</p> <p> </p> <p>As you will see on your system:</p> <p> </p> <p>29/10/2016 *** I first reported the fault – No ADSL or Voice on our line.</p> <p>01/11/2016 I received an SMS stating that our line was restored. This was not the case and I rep**** to the SMS on 10217 stating that the problem still exists.</p> <p> </p> <p>We were getting 0.5 megs (and under) of data on what I understand to be a 2 meg line and absolutely NO voice (our phones are dead resulting in people leaving messages on our Telkom answering service which we never receive nor can answer).</p> <p> </p> <p>09/11/2016 *** I reported the fault for the second time</p> <p>16/11/2016 I again received an SMS stating that our line was restored, I again rep**** to the SMS on 10217 stating that the problem still exists.</p> <p> </p> <p>We were still getting 0.5 megs (and under) of data and absolutely NO voice.</p> <p> </p> <p>17/11/2016 *** I reported the fault for the third time. I also spoke to a team leader who promised to follow up on my complaint and come back to me. I am still waiting for a response!</p> <p>18/11/2016 I again received an SMS stating that our line was restored, I again rep**** to the SMS on 10217 stating that the problem still exists.</p> <p> </p> <p>We were still getting 0.5 megs (and under) of data and absolutely NO voice.</p> <p> </p> <p>08/12/2016 *** I reported the fault for the fourth time</p> <p>12/12/2016 my wife phoned to enquire about our fault, she was told that they are aware of the problem and that it was underground.</p> <p>19/12/2016 I phoned 10210 to enquire about our line and was told that my request has been escalated ***.</p> <p> </p> <p>We are still getting 0.5 megs (and under) of data and absolutely NO voice.</p> <p> </p> <p>As a result of no ADSL line for almost 3 months we are still paying our Internet service provider monthly for a service we cannot use and we are paying a fortune for data from our cellphone service providers which we would not usually pay if our ADSL line was functioning properly.</p> <p>We are also being billed monthly by Telkom for a service we cannot use.</p> <p> </p> <p>Please can this fault be escalated to the highest level and can we receive feedback from a senior person at Telkom.</p> <p> </p> <p>Regards,</p> <p> </p> <p>Trevor Pomeroy</p>
Unfortunately the problem still has not been resolved. On the 11 January 2017 I received the following sms
"We apologize for the delay, fault has been escalated and will be attended to by the first available tech - escalation ref is 931942. Thank you Telkom Social Media"
The rest of the week has now passed and there hasn't been one technician who has come to assess or fix the phone line at the house.
Then on Sunday, 15 January 2017 we received the following sms
"Dear Customer your report reference 1145CRK081216 was restored. If the problem still exists please contact Telkom on 10210 for Residential or 10217 for Business Services. Please do not reply to this SMS. Telkom"
This continues to happen where the fault is continuously reported as fixed by Telkom but not one technician has ever come to the house to do any kind of repairs.
The phone line is still down and we continue to have poor internet connecivity as a result. We can not continue to pay for a service we have been unable to use for nearly 4 months. Furthermore we have received a handful or more of various reference numbers which has also made it confusing.
The fact alone that no attempt has been made to fix the fault is frustrating enough but to continue to have the fault reported as fixed is utter incompetence and a sign of poor work ethic.
Unfortunately the problem still has not been resolved. On the 11 January 2017 I received the following sms
"We apologize for the delay, fault has been escalated and will be attended to by the first available tech - escalation ref is 931942. Thank you Telkom Social Media"
The rest of the week has now passed and there hasn't been one technician who has come to assess or fix the phone line at the house.
Then on Sunday, 15 January 2017 we received the following sms
"Dear Customer your report reference 1145CRK081216 was restored. If the problem still exists please contact Telkom on 10210 for Residential or 10217 for Business Services. Please do not reply to this SMS. Telkom"
This continues to happen where the fault is continuously reported as fixed by Telkom but not one technician has ever come to the house to do any kind of repairs.
The phone line is still down and we continue to have poor internet connecivity as a result. We can not continue to pay for a service we have been unable to use for nearly 4 months. Furthermore we have received a handful or more of various reference numbers which has also made it confusing.
The fact alone that no attempt has been made to fix the fault is frustrating enough but to continue to have the fault reported as fixed is utter incompetence and a sign of poor work ethic.