Unresolved Problem
<p>Hi,</p> <p>1st. In July 2015 I signed for a 10Gig LTE contract and was told the "night surfer" is no longer available from Telkom (regardless of it being advertised online) Regardless I signed the contract as I wanted the Amazing LTE that a friend has...</p> <p><br /> 2nd Early 2016 my signal/speed was as useful as 56k Dial-up. After MONTHS of sending complaints online and having people come have a look there is still no answer. </p> <p> </p> <p>3rd Suddenly my case # ********** 5 was "resolved" BUT still, my internet is as useful as dog ****. I called the call centre to hear what the "resolution" was but I was told it was just closed... </p> <p><br /> My new case number is # ********** 8 but I feel I must rather get a new service provider as I cannot pay for a service I cannot use.</p> <p> </p> <p>What I want answers on... <br />Why could I not get my extra Night Surfer seeing as it was "not available" but deals are still shown with them.</p> <p>When will my Signal problem be resolved? <br />IF no answer to the above is given ASAP... When will you come collect your Router so I can get a new service provider?</p> <p> </p> <p>Clive</p> <p> </p>
Helpful (0)
Replies (8)0
Replies (8)
Telkom's replyOfficial
26 Jul 2016, 14:02Hi CliveRayE
Thank you for making contact with us
This response serves as confirmation that your query has been received and we will contact you.
We really do apologize for any inconvenience caused to you.
Your reference number is: AI***
Regards
Luleka
Telkom Social Media Team
Best regards,
Telkom's reply26 Jul 2016, 14:02
Official
Hi CliveRayE
Thank you for making contact with us
This response serves as confirmation that your query has been received and we will contact you.
We really do apologize for any inconvenience caused to you.
Your reference number is: AI***
Regards
Luleka
Telkom Social Media Team
Best regards,
's updateReviewer Update
29 Jul 2016, 09:41Hi Luleka,
Thank you for the feedback. I followed up today (29 July 2016) at 11:25am to see how things are going.
The lady said it has been escalated to the LTE department.
Original complaint was done end May early June. I don’t see why I have to wait much longer seeing as you have all the info already on hand?
Please have a supervisor or manager contact me regarding this matter.
At the same time cancel my debit order and I will do an EFT each month on the amount I think the service was worth. Also send me banking details and Ref# so I can do so.
Telkom is quick on the draw to sign new deals but when a problem rears its head it is painful to resolve.
Clive
's update29 Jul 2016, 09:41
Reviewer Update
Hi Luleka,
Thank you for the feedback. I followed up today (29 July 2016) at 11:25am to see how things are going.
The lady said it has been escalated to the LTE department.
Original complaint was done end May early June. I don’t see why I have to wait much longer seeing as you have all the info already on hand?
Please have a supervisor or manager contact me regarding this matter.
At the same time cancel my debit order and I will do an EFT each month on the amount I think the service was worth. Also send me banking details and Ref# so I can do so.
Telkom is quick on the draw to sign new deals but when a problem rears its head it is painful to resolve.
Clive
's updateReviewer Update
04 Aug 2016, 06:34Hi Joshua,
Please read my original call I logged.
My UPLOAD is useless and my signal is unreliable.
Please see dates and speeds below. You can CLEARLY see there is something wrong as I am 700m away from the tower.
11/04/16 DL9.39 UL0.18 PING 61
22/05/16 DL2.84 UL0.13 PING 38
22/05/16 DL2.42 UL0.10 PING 49
24/05/16 DL0.06 UL0.09 PING 243
24/05/16 DL0.26 UL0.04 PING 721
25/05/16 DL5.16 UL0.28 PING 27
26/05/16 DL11.83 UL0.10 PING 39
28/05/16 DL12.49 UL 2.06 PING 29
30/05/16 DL7.41 UL 1.21 PING 32
30/05/16 DL5.45 UL0.74 PING 31
02/06/16 DL30.03 UL1.61 PING 53
10/06/16 DL2.48 UL1.14 PING 129
14/06/16 DL19.98 UL1.74 PING 36
19/06/16 DL0.77 UL0.04 PING 50
15/07/16 DL3.02 UL0.21 PING 39
03/08/16 DL1.33 UL4.70 PING 83
04/08/16 DL0.80 UL3.57 PING 27
Clive
's update04 Aug 2016, 06:34
Reviewer Update
Hi Joshua,
Please read my original call I logged.
My UPLOAD is useless and my signal is unreliable.
Please see dates and speeds below. You can CLEARLY see there is something wrong as I am 700m away from the tower.
11/04/16 DL9.39 UL0.18 PING 61
22/05/16 DL2.84 UL0.13 PING 38
22/05/16 DL2.42 UL0.10 PING 49
24/05/16 DL0.06 UL0.09 PING 243
24/05/16 DL0.26 UL0.04 PING 721
25/05/16 DL5.16 UL0.28 PING 27
26/05/16 DL11.83 UL0.10 PING 39
28/05/16 DL12.49 UL 2.06 PING 29
30/05/16 DL7.41 UL 1.21 PING 32
30/05/16 DL5.45 UL0.74 PING 31
02/06/16 DL30.03 UL1.61 PING 53
10/06/16 DL2.48 UL1.14 PING 129
14/06/16 DL19.98 UL1.74 PING 36
19/06/16 DL0.77 UL0.04 PING 50
15/07/16 DL3.02 UL0.21 PING 39
03/08/16 DL1.33 UL4.70 PING 83
04/08/16 DL0.80 UL3.57 PING 27
Clive
's updateReviewer Update
12 Aug 2016, 11:16Hi Joshua/Luleka,
I called yesterday ****h Aug) to follow up on my case. I also called last week to follow-up.
I was told my case was escalated (To increase in intensity, extent, or amount) I added the description of it to ensure we are all on the same page.
I asked for this to be resolved ASAP.
I asked for someone to call me with news (not ME call YOU)
I asked you to cancel my debit order. Please confirm this.
I supp**** proof of my signal problems.
There is no CLEAR reason why I have signal problems. BOTH your teams that came out said the signal is erratic.
Fix the problem, change my line to ADSL or come fetch your router.
I give you notice as I want a call/response by the 17th or I will go block your debit order at the bank myself.
's update12 Aug 2016, 11:16
Reviewer Update
Hi Joshua/Luleka,
I called yesterday ****h Aug) to follow up on my case. I also called last week to follow-up.
I was told my case was escalated (To increase in intensity, extent, or amount) I added the description of it to ensure we are all on the same page.
I asked for this to be resolved ASAP.
I asked for someone to call me with news (not ME call YOU)
I asked you to cancel my debit order. Please confirm this.
I supp**** proof of my signal problems.
There is no CLEAR reason why I have signal problems. BOTH your teams that came out said the signal is erratic.
Fix the problem, change my line to ADSL or come fetch your router.
I give you notice as I want a call/response by the 17th or I will go block your debit order at the bank myself.
's updateReviewer Update
05 Sept 2016, 12:02So I spoke to a person on the 6th of August explaining the problem (AGAIN)
He said he will have a look and keep me updated.
Now it is the 5th of September and I am still in the dark...
I am sure having a pine tree inserted up my rear will be a more pleasant experience than dealing with Telkom.
's update05 Sept 2016, 12:02
Reviewer Update
So I spoke to a person on the 6th of August explaining the problem (AGAIN)
He said he will have a look and keep me updated.
Now it is the 5th of September and I am still in the dark...
I am sure having a pine tree inserted up my rear will be a more pleasant experience than dealing with Telkom.
's updateReviewer Update
20 Sept 2016, 07:52HELLOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOO
WHAT IS GOING ON ARE YOU ALL SLEEEEEEPING!!!!!!!!
's update20 Sept 2016, 07:52
Reviewer Update
HELLOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOO
WHAT IS GOING ON ARE YOU ALL SLEEEEEEPING!!!!!!!!
's updateReviewer Update
04 Oct 2016, 09:30The feedback received is not helpful.
Telling me there is a new site planned in the area is like saying you can win the lotto this weekend. Without the correct numbers your statement is useless.
Send me the cost involved to cancel my contract as I will use the LTE router with a Vodacom simcard as their coverage is far better in the area.
Clive
's update04 Oct 2016, 09:30
Reviewer Update
The feedback received is not helpful.
Telling me there is a new site planned in the area is like saying you can win the lotto this weekend. Without the correct numbers your statement is useless.
Send me the cost involved to cancel my contract as I will use the LTE router with a Vodacom simcard as their coverage is far better in the area.
Clive
's updateReviewer Update
04 Oct 2016, 09:31The feedback received is not helpful.
Telling me there is a new site planned in the area is like saying you can win the lotto this weekend. Without the correct numbers your statement is useless.
Send me the cost involved to cancel my contract as I will use the LTE router with a Vodacom simcard as their coverage is far better in the area.
Clive
********** 071
's update04 Oct 2016, 09:31
Reviewer Update
The feedback received is not helpful.
Telling me there is a new site planned in the area is like saying you can win the lotto this weekend. Without the correct numbers your statement is useless.
Send me the cost involved to cancel my contract as I will use the LTE router with a Vodacom simcard as their coverage is far better in the area.
Clive
********** 071