Unsatisfactory migration from adsl to LTE Telkom

I was contacted by Telkom to migrate from adsl to LTE. It is now 9 days and the LTE router has not been activated. Having spoken to a number of consultants, each one giving me a different story. I am still waiting for the LTE router to be activated.

Below is a copy of the email sent to Telkom at 10213.

o Whom It May Concern Dear Sir/Madam, Good day,

I am raising my concern for the manner in which this matter is being handled.

1. On the 6th or 7th November 2019, I received a call from Telkom informing me of the migration from adsl to LTE as Telkom aims to discontinue the adsl service. 2. I was informed that the new LTE router would be delivered in 3 to 4 weeks time. 3. On Monday 11th November, I was pleasantly surprised to receive an SMS saying that the new LTE router would be delivered by the next day (Tuesday). 4. On Tuesday 12th November 2019, the new LTE router was delivered to me at approximately 09:40 (9:40am). 5. On Tuesday 12th November at approximately 13:40 (I:40pm) I called the Telkom customer service on 10212 and then 10213 to enquire about installation and activation of the new LTE router. Unfortunately, I did not take down the consultant's name whom I spoke to. 6. The consultant informed me that I should install the sim card which was supp****, plug in the router and within 24 to 48 hours the activation would take place. 7. On Tuesday 12th November 2019, at approximately 19:30 (7:30pm) I installed the router as advised. 8. On Thursday 14th November 2019, at approximately 13:50 (1:50pm) I once again called the Telkom contact centre on 10213 querying the activation process. I was informed by the consultant that the activation has not taken place because the CCID (or something similar to that) of the sim card has not been recorded. I gave the consultant the necessary information and was told that activation would take place later that day or the next day (Friday 15th November 2019) at the latest. Unfortunately, once again I did not note the consultant's name. 9. Friday morning 15th November 2019, at approximately 08:10 (8:10am) I once again called Telkom contact centre on 10213 and spoke to a consultant by the name of Thabo. I explained the entire series of events to him and he told me that activation takes place 72 hours after receipt (delivery) of the router. I should therefore wait a while and soon after the 72 hours lapses activation would happen. 10. Friday 15th November 2019 at approximately 13:50 (1:50pm) I once again called the Telkom contact centre on 10213 and spoke to a consultant named Wendy. I explained to her the events which had transpired so far and she reassured me that Thabo was correct but she could not check because the system was partially down and someone would call me later that day, i.e. Friday 15th November 2019. Unfortunately, no one called me. 11. Friday 15th November 2019 at approximately 17:30 (5:30pm) I once again called Telkom contact centre on 10213 and spoke to a consultant by the name of Evelyn. She asked my if 'the order has been closed'? I rep**** by saying that I do not know what she is referring to as none the other consultants ever mentioned that. Evelyn said that once the 'order is closed' then 72 hours thereafter the activation would take place. 12. I expressed my dismay and disappointment at all of this, stating that out the FIVE (5) consultants whom I had spoken to, I was given FOUR different explanations about the method and procedure of activation. I requested that I would like to speak to someone in a managerial position so that the matter could be clarified and speedily resolved. Uptill now Monday 18th November 2019 10:45 (10:45am) I have not received any call regarding this matter. Is it because the 'managers' do not work after 16:30 (4:30pm) on Fridays and over the weekends irrespective of the need of the consumer to have their issues resolved?

The above is the sequence of events which had taken place.

Fortunately for me, the adsl service was not discontinued and I still have access to my telephone line and internet.

I would greatly appreciate if this matter could be resolved immediately, failing which I would recommend Telkom take back their LTE router and leave me with the adsl service with which I am quite satisfied. I do not need to move to LTE as my adsl service is sufficient for me.

Another option would be to move to fibre, but at the same cost that I am paying now with all the same facilities.

I await a favourable response to my email in which I have outlined the entire matter.

I am still awaiting a call from one of the regional or department managers.

I have been a loyal Telkom client for over 30 years now and as such we deserve better customer support.

I have eventually received a response regarding this email today.

But still awaiting a solution because the consultant has only forwarded it to the migration department today.

I wonder how long will it still be before this matter is eventually resolved.