Upgrade from ADSL to Vumatel fiber

A year ago we app**** to upgrade our ADDL line as we got Bumatel fiber in the area. After eventually getting installation and settings on we connected through Vumatel almost a month later after the request was made.

Telkom instead of upgrading our ADSL to fiber opened a completely new account for the fiber and the ADSL line at the same time.

Eventually I decided to revert back to ADSL as according to Telkom they never changed the line from ADSL to fiber.

A few months later Telkom again contacted us to upgrade our line from ADSL to fiber so we had uninterrupted internet for a few months and no double charges.

Only about a week ago when our internet went off and I contacted technical support I was told that my ADSL account was cancelled but the fiber order was also cancelled for reason unknown a few months ago hence we could not connect to internet.

When I asked the question as to how it was possible that I was having internet for the past few months nobody could answer me and I was told to contact sales to reinstate my order. When I contacted sales I was told that it may take up to 21 days to reinstate the order so I contacted MWeb to become my new service provider who promised to connect me within 24 hours just to find out that it was not possible as according to Vumatel I still had a contract with Telkom even though Telkom sales told me that our order was cancelled. Eventually I managed to connect to internet by logging with my telkom username and password even though a few consultants from technical guided me to connect without using the username and password as a De Link modem did not require logging g with username and password even though in the past I clearly remember I had to connect by using the username and password.

I was without internet for 3 days as a result of the above mentioned incorrect information being transferred from sales to technical and back just because a few *********** technical consultants insisted that I did not need a username and password to connect.

When I thought that the nightmare was over a few days later I received a phone call from another Telkom consultant probably as a result of me logging a complaint for not having internet over the weekend. For the record a manager was supposed to call me on Saturday as the call center consultants were unable to help which manager only contacted me a few days later and just to make things even worse.

The lady from Telkom did confirm that our fiber order was indeed cancelled unknown by whom in April being a few months ago and that we were using our ADSL internet line on the fiber I infrastructure. She promised to escalate the matter and to upgrade our line to 20 mbs fiber line instead of 10mbs adsl line. When I asked if the above should affect my internet or billing the answer was not definite as she indicated I could end with double charges which I could query on their website.

Two says later on Friday my internet suddenly went off of Friday morning and the second episode of the internet nightmare started. I immediately contacted technical to enquire as to why I did not have internet. After being cut off twice and holding on for more than an hour the consultant advised that my username and password were deleted and even though my TIN was active I could not connect.

No reference number was given to me for the fault even though I was promised by one of the managers to send me a reference number and to escalate the matter.

Lunchtime came and without hearing from Telkom I decided to contact sales to enquire as to the deletion of my account. Sales insisted that the account was not deleted and that I had to contact technical. I landed up on the phone from technical to sales for the next few hours sales were indistinguishable that my account was fine and technical telling me it was deleted and that I had to call sales to get my new user name and password. Eventually I decided to simply cancel my Telkom account just to find out that it takes 30 days for the account to be cancelled in the meantime nobody could tell me whether I was going to have internet or not.

So as at current I am stuck with no internet second time over a period of 7 days. Nobody from Telkom can tell me who deleted my username and password and why, how long will it take for the problem to be sorted and how lo g will take just to cancel my services with Telkom so that I could get another service provider.

I work from home and using the internet for work now I am incurring enormous additional costs for mobile data while I am still charged by Telkom.

It took Telkom more than a year to complete a simple upgrade from ADSL to fiber and once it was done they deleted my account according to technical even though sales insists this never happened while in the mean time I am sitting with no internet and not knowing what to do and if anybody is doing anything about my problem.