1 reviews | Active since May 2016

20 May 2016, 14:51

Waiting 2 months for a number port!

<p>I have tried to be patient and understanding, but this problem needs to be resolved yesterday! I signed up for a Telkom mobile contract in February. I tried to port my prepaid FNB connect number to my telkom sim. After 2 months, 3 in-store visits (sitting in a queue for almost an hour each time), numerous call centre calls and self service smses my FNB connect sim suddenly deactivated. Yay! I thought, must mean my porting has finally gone through. But alas! while my prepaid number had been ported to the Telkom network it had not yet been synced to my telkom sim. When I phone the call centre I was told that they would email the back office as they needed to complete the process on their side and that it would take 24 to 72 hours! Why the heck should it take that long! Never the less I waited and 72 hours later I still cannot access or use my prepaid number as it still was not ported onto my telkom sim! So I called again and the guy tells me he will email the back office and I should wait 24 hours! Again! But wait! Here is another interesting twist becuase apparently my telkom number issued to me when I took out the contract and which I was calling him from was now registered to someone else!!! He promises it will be sorted out in 24 hours. I call again the next day, lady tells me the nimber can't be ported to my sim because the telkom number I am calling her from is registered to someone else! I explain to her my situation and she says again she will email the back office andI must wait 24 hours! ***?!!! So I am sitting with a telkom number that is registered to some poor sod prepaid telkom user who probably can't use their number because I still have posession of it, and withour my original number I wanted ported which is registered to all my online profiles and my banking and my intercom and most importantly my business!! This is not just an inconvenience! It is a royal pain in the...! I am so fed up!</p>

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Replies (5)
Telkom
Telkom's reply24 May 2016, 08:07
Official

Hi tasneem-abrahams

Thank you for making contact with us.

Please be assured that this matter has been escalated to the relevant department and feedback will follow.

Your reference number is SM236144 .

We apologise for any inconvenience caused.

Kind regards

Igsaan

Telkom Social Media Team

's update30 May 2016, 14:56
Reviewer Update
Hi Igsaan Unfortunately my situation has gone from bad to worse! The number I wanted ported is now deleted from the FNB connect network which makes that sim now invalid. I can now make calls from my Telkom contract sim and access the mobile data, but that is where it ends. I cannot receive calls or smses and I cannot send smses. In effect my business is losing clients because new customers have no way of phoning me, I cannot access my banking OTPs nor can I operate my intercom. I have now had to get a temporary prepaid sim so that at least my childrens' schools can reach me in an emergency. I have tried calling and each time I have to lodge a case to be sent to the mysterious 'back office' and wait again 72 hours to find out that the matter has not been resolved! Please please please! This is much more that just an inconvenience for me. I need this sorted out asap!
's update07 Jun 2016, 08:48
Reviewer Update

Yet another week has passed and I have still not had my issue resolved. I am expected to pay every month for a service I can't use?! I have had enough now. I called the call centre again today and have made it clear that if my number is not working by the end of today I will be sending the email I drafted to ICASA to report Telkom and I will be demanding a cancellation of my contract! Thanks for nothing!

's update07 Jun 2016, 09:08
Reviewer Update

I have decided that I will not be waiting till the end of the day as I have waited long enough. I have hereby lodged a complaint with ICASA ref nr. CAS-37892-H2F1P5

's update08 Jun 2016, 07:25
Reviewer Update

I am happy to report that within hours of reporting the issue to ICASA a telkom rep called me and my issue has been resolved. However I am disappointed that after 4 months of endless issues, it took the drastic step of me complaining to ICASA to get good service within a matter of hours. That just further reinforces that if they really wanted to they could have saved me months of frustration.