1 reviews | Active since May 2016

08 May 2016, 17:21

Unusable LTE from Telkom

<p>I signed up for Telkom's new "Smartbroadband uncapped wireless" as it had recently hit my area, and I wanted to make sure I was in the first 150 (as they limit the numbers to ensure that bandwidth is not comprimised).&nbsp;The speeds advertised are amazing - "up to 90Mbps download, and up to 25Mbps upload"! "No buffering, better latency"!</p> <p>&nbsp;</p> <p>The first day I recieved the device and plugged it in - I recorded around 30Mbps down, and 8Mbps up. 1/3rd of the service - but still a pretty decent speed.</p> <p>HOWEVER - about a week after this (just after my "cooling off period" - where I had a chance to cancel my contract, with no strings attached) - I started recording very very slow speeds during peak hours: 6pm - 11:30pm.&nbsp;</p> <p>This evening - I managed to not even get "up to 2Mbps"! Even Youtube on 240p is buffering!</p> <p>&nbsp;</p> <p>While I understand that there would be congestion (there are only 25 people signed up on my tower right now, and not 150) - surely I should not be recieving a reduction of 98% during peak hours?</p> <p>Is this normal? Could you change your advertising to show this - if this is normal "congestion".</p> <p>&nbsp;</p> <p>Could I get a 98% reduction on my bill?&nbsp;</p> <p>&nbsp;</p> <p>This is my case number:&nbsp;<span style="color: #000000; font-family: HelveticaNeue; font-size: 12px;">189 902 73</span></p> <p>&nbsp;</p> <p><span style="color: #555555; background-color: #ffffff;">Please get someone to contact me immediately to sort this out.</span></p>

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Replies (2)
Telkom
Telkom's reply08 May 2016, 18:26
Official

Hello tyrin-weslee-hale

Thank you for making contact with us. 

This response serves as confirmation that your query has been received. We have tasked our team to investigate and provide feedback as soon as possible. Contact will be made should we require any information. 

Please contact us via email: *** for any further queries. 

Your ***. 

Regards

Hazel

Telkom Social Media Team

's update08 May 2016, 18:35
Reviewer Update
Hi Hazel, Thanks for the prompt response. I am generally happy with the fast attendance at 1st level that I get from Telkom. It always feels as if there is "100 Levels" to escalate an issue - and no one seems to be able to help, they can just "escalate". If I could just deal with 1 person who doesnt "escalate" it to the next person, I would be happy. I am tired of paying for a service that was wrongly advertised. Your Website says the following: "Your bandwidth won't fluctuate, your Skype calls won’t drop and you won't lose signal. That's why we're voted the Best Wireless Broadband Service in SA." Right now, everything is buffering. I lose signal every couple days, and I can't Skype! MY Bandwidth wont fluctuate? Sorry, what? My iPhone with MTN is getting 30Mbps download right now, my Telkom LTE - which has an external high gain antenna fitted to it - is barely getting 2Mbps! Please sort this out this week - as my other alternative is to head to ICASA and to the consumer Ombud with a complaint (There are loads of complaints on Mybroadband about exactly this...)