Very Bad Service and Communication

At the end of January 2018, we requested our telephone line to be moved to our new residence in the same town. At first telkom did not even pick up on their systems that there was a request sent to move the ADSL line. Then, after sending the request again, the process seemed to be moving. We received an SMS from Telkom four times in the course of 3 months to say that the technician will be coming to the new address, and that we had to wait there the whole day from 08:00 to 17:00 because it was "a whole day appointment". Each and every time, absolutely nobody from Telkom came to the address. When we phoned the call center to ask about what was going on (after holding each time for about 20 minutes before reaching an operator), the Telkom agents would all say that the request has been processed and that the line will be installed. Each time the agent would give a date for an appointment, SMS's would be sent and yet again nobody from Telkom would arrive for the appointment. Some of the agents said that the request had been cancelled due to infrastructure issues and they recommended a LTE solution. This made absolutely no sense, because the property right next to our home had a telephone line going to their house.

A Telkom representative finally arrived at the address on the 20th of March, stating that they have received the request and that they have come to assess the property and to see what they can do about the infrastructure. The person then proceeded to explain that they do see a way for the line to be installed, only that a telephone pole must be planted. He explained that he will send his assessment through to the construction company and they will then come and install the pole. In the same sentence, this person explained that this may not happen before the beginning of April due to the financial year ending and they do not want to go over budget. We phoned the Telkom call center in the beginning of April to check on the progress of the order, and yet again the person explains that the request was cancelled. We contacted the Telkom person that assessed that it was possible for a line installation, and he then explained that they still do not want to waste money to install a pole/line in this area. We are not the only people to want a line installed in this area, our neighbors have also sent a request to install a line. They have also been struggling to get a proper answer out of Telkom regarding the installation.

All the while, Telkom still has the audacity to send bills to say that we must pay our monthly fee. How can we pay for a service that is not being utilized due to Telkom not wanting to install our line?

We have been with Telkom for 10 years, and it seems that they do not want to look after loyal clients.