Telkom SA SOC
Reviews and Complaints

Absolute rip off. I want to cancel my contract. Cannot believe that the promise of the marketing and the experience of the user is so far apart. Incredibly slow speeds in Carlswald despite me paying for a booster antennae. Today it's 0.04 upload speed. I rest my case.
And no-one answers at Mall of Africa.
So like a 3rd world country we have to stand in queues at a shop.
No email complaints address that I can find on Telkom's site.
Would it help though? I doubt it would be dealt with anyway.
I have had to drive across town to someone who has a fiber connection. That's what I am going to do, and just not pay my bill. Let them sue me.

Hi

We logged a complaint in Nov 016 regarding the number [protected] and got reference no 234cnz101216 as a reference. Since then we having been calling Telkom for a resolution or feedback and no response. However we continue to be billed and expected to pay for a service not rendered. We would like a resolution and the line restored and the credit passed.

Thanks

Arthiee
Tel:[protected]

I have requested to relocate my telkom landline ( Via website ) to my new premises in Pinetown but did not get any response. No technicians called so I called them instead and requested to relocate the landline ( 6th Feb 2017 ). I was then told a technician will come through on the 8th of Feb 2017 order no. [protected].

The technician then advised that the box is too far away from the house and an antenna will need to be installed to boost the signal. He mentioned by the 10th he would return to resolve this issue and install the line. I received numerous sms's from telkom stating a technician has been dispatched to my premises but none arrived.

I then called telkom on the 10th to find out what was going on and was advised that the technicians have done work and are still busy working on the line.He then advised me to called back on 16th of Feb should the problem not be resolved. I called back on the 14th of Feb and was informed that the problem was resolved and a technician is booked to install the line on the 17th of Feb.

Today is the 17th of Feb, I called telkom and was told no such booking has been made and the problem is not resolved. I asked to speak to a manager but he refused. Telkom Agent Fanele Nyawo, incompetent due to the fact that he could not answer any of my questions so i then requested to cancel this line and was told I have to wait 30 days.

I cannot understand as to why I have to pay for services not rendered or something that i do not have. Lies is unacceptable. Please advise on this issue and the way forward.

I am so discusted with Telkom, we are trying for over two months to cancell our contract with no joy from Telkom or the rep we are working with, he knows nothing about customer service or customer feedback.

Jason Hansen from the Tygervalley branch is a useless customer rep, and i wonder if the delay is from him or the Telkom itself.

Telkom according to Jason did cancel the contract but they still bill us every month and take our money every month, and we must wait who knows how long for our refund, which from the original cancellation date still fails to reflect in our account, and no timeline as to when it will be sorted out.

After numerous attempts to get Jason to assist, and even after threatening to go to social re his behavior, he still takes a week to respond to correspondence.

I regret ever dealing with him and telkom.

Can you please adjust the exchange of of my ads line number [protected] in order for me to in crease my ADSL from 4mp to 8mp. According to my service provider axxsess the line to my house can go to 10 mp speed but Telkom must first adjust my line at the exchange. Line number [protected]. I can be contacted at cell. [protected] or email. [protected]@gmail.com. I have been trying for over a year to get the line increase.
Leon Stegmann

Good day. I applied for a Lookalike Contract around October 2016 athe Eastgate telkom shop. I made several follow up trips as I was being told to come after a week each time I visit till early January when one lady consultant told me to forget about ever getting the gadget. To my surprise on the 12th of February I received a bill of R1068.00 on account number [protected] with landline number [protected] which I never received stating was activated on the 9th of January 2017 and installed
. I spoke to your call centre and transferred from one department to the other with any satisfactory answer. I went to enquire at Eastgate branch on the 15th of February only to be told to go to the police as they could not help me in any way.

On the 30 November 2016 I sent through a “cancellation of line form” to Telkom. The form clearly stated that we wanted to migrate our line to Afrihost.

On the 21st December I received a call from Telkom Marketing – the personnel in the department asked if there was anything that could be done to retain
us as a customer. I advised that there was nothing they could do due to poor service levels.

I was told that my line would be dropped into the holding pool for Afrihost to pick up on the 31st December 2016. This did not happen and since the 4th
of January I have telephoned Telkom sometimes twice weekly to find out what the problem is.

On the one occasion that I managed to speak to a consultant I was told that I needed to send an email to [protected]@telkom.co.za and ask that the line be
re-activated and then dropped into the holding pool for Afrihost to pick up.

I received a Reference number for my call of - 155585105B.

I have now phoned at least 8 times. My office phone has a timer and on average my call lasts one hour.

On the last occasion that I telephoned – I was put through to Billing who put me through to Technical, then Sales – Business, Back to Technical, then
Sales Residential, then sales Mobile, then Customer care and then back to Billing. I put the call down as it was clear that Telkom staff did not give two
hoots about a customer trying to resolve a problem.

I spoke to a gentleman by the name of Clint, who was unable to help me other than escalate my complaint and problem – new Escalation Number - 949483.

When I have spoken to a Telkom employee, nothing has been resolved and I get a different story as to how the complaint should be resolved. I was promised
a phoned call at the beginning of last week. I am still waiting and don’t expect to receive anything from Telkom.

I cannot say that Telkom service is atrocious because you offer no service at all, it is non existent.

I would like someone in authority to telephone me and advise how our problem can be resolved.

The land line number is [protected] - Account Holder : P N Gregory. : Contact Number [protected]

IT IS NOW 2 AND A HALF MONTHS SINCE CANCELLING MY ADSL LINE AND ASKING FOR IT TO BE DROPPED INTO THE POOL FOR AFRIHOST TO PICK UP AND TELKOM
HAVE DONE ABSOLUTELY NOTHING. NOMATTER WHERE I PHONE IN TELKOM, NO-ONE IS PREPARED TO HELP.

10 February Telkom erroneously canceled ADSL line claiming that it was because I have moved ... this is obviously a mistake and must have me confused with some other customer.
My request is simple: due to their clerical error kindly re-connect my line as soon as possible. I should not have to wait several weeks without service as they claim.
This sudden disruption has negatively affected my work duties.
I have spent several hours calling Telkom's support numbers for ADSL and Sales department etc.
Been asked to hold for manager or supervisor for 20 - 30 minutes and suddenly call disconnects.
This is very unprofessional bordering on criminal behavior
further to this I can not find a single place where I can forward the actual letter of complaint that is attached here, as well as speak to anyone senior I get simply a run around or no response at all.

Good day to you. My name is Felix and am using cell number [protected].
I always buy data bundles for my internet and whatsup usage, as from 3 weeks ago I have been wondering with what is happening to my phone. every time when my data become less than 20 Mb. my phone throttle to get internet, most of the time nothing at all and the next thing i will notice the data is 0 Mb available. This is frustrating me a lot. Sometimes I can have data which is about 250Mb and without browsing internet only whatsup use, i will notice that my data its less than 99Mb.
Can you please assist me to solve out this query.
kind regards,
Felix

Fault 472CRZ070217 was closed before the 2nd team of technicians got to my house yesterday. This is the 2nd time in 3 weeks that my landline telephone service has gone down.

The issue is still not resolved as I don’t have a functioning landline, which means I can’t make phone calls and you’re losing revenue to a competitor mobile network.

To tell me it’s been solved, and asking me to rate your technician’s service is rubbing salt into the wound.

Please escalate a solution for this – I have been a loyal supporter of Telkom for over 30 years. I don’t want to lose my faith in your capabilities.

I have a data WIFI contract with Telkom since last year 2016. This data is for my son that study at Potch university Mechanical Engineering . Last year the wifi worked but since the beginning of Jan 2017 his wifi is not working. Everything is on but no wifi. He went to the Telkom office in Potch so that someone there can assist him, but they only said that there is repairs to the Telkom tower problem with distance. It could take 1 week or 6 months, but I am not allowed to cancel the contract another 12 months left on the contract. Telkom can not provide me with the service I am paying every month Jan 17 - R699, Febr 17 - R699, and the 100gig each month is lost because can not be carried over to new month. The big problem is that I can not afford another contract and my son is depending on this data to complete his assignments. We desperately needs someone to help us to resolve this issue.

On 28 Sept 2016, we applied to transfer our ADSL line from Telkom to the holding pool, to enable the line to be migrated to MWeb (as MWeb's equivalent service is R120 pm cheaper).

We submitted the form (twice) by email to [protected]@telkom.co.za, together with my ID document as requested. We were told that we would receive an sms once it was done (with a reference number which we could give to MWeb to enable them to pull the line into their service). We heard nothing further.

On 1 February 2017, our internet service was disconnected.

On contacting Telkom on 1 February (both sales and technical (Lauren)- each time waiting for 20 mins for the line to be answered), we were told that the line had been migrated to the holding pool and had been reallocated to someone else after five days as MWeb had not pulled the line into their service. We were advised to reapply for an ADSL line again. We pointed out that Telkom had not told us that the migration had happened an that we had been waiting for four months for it to happen. We were told there was nothing that could be done.

My daughter phoned again on 2 February 2017 at our request, asking that the line be reinstated. She was not successful.

I then phoned again at 12.30 on 2 February 2017 and spoke to an excellent call centre operator (Zama) who spent an hour with me, trying to sort it out. She said that she had escalated the matter to her supervisor, and that he would phone me as soon as he could that afternoon. She advised me that he said the line would be reinstated. He did not and it was not.

I phoned again (each time waiting for longer than 20 mins for the call to be answered) on 4 February 2017, this time speaking to Nokwanda Maphumulo at 12.00. She requested a copy of the original form and my ID again, which I submitted. She assured me that the matter had been escalated and that the line would be restored. It was not.

On 9 February 2017, my wife phoned again and was told (by Dumisani) that there was no record of our calls, no evidence of escalation - and that the only thing to do was to reapply for an ADSL line.

In desperation my wife did. We are now back to square one - 4.5 months later - now having to reapply for migration to MWeb. We have no idea whether we will be successful this time.

We are totally frustrated by Telkom's shoddy service. We feel particularly for the call centre operators, who make commitments that Telkom does not honour - compromising their integrity.

We want the line migrated, as requested in our fax of 28 September 2016. Telkom now has at least 3 copies of that fax on file.

Good day,

I have a business, and my telephone line, ADSL and Internet connection are not running.

On the 6 Feb 2017 i logged a call, and was given my reference number (675CRK060217), i was told a technician will be in touch with me within 48hrs. on Wednesday 8 Feb 2017, i called again requesting feedback on my fault, i was told the fault is in the processing of being assigned a technician. On Thursday and Friday i called yet again and was told a technician has been assigned and he's currently busy with running tests on site and will call me.

It's now 13 February, my fault is still not attended, instead am told, they will write a note to the technician to call me.

I'm running a business and am losing money, with no access to telephone or email. Telkom is the worst ever service provider, We are running a business, and seems my fault logging is taken too lightly.

I have had no call, not even from management, am being told the fault is being escalated, exactly where is it escalated too, because none of your managers/Supervisors, have bothered to call me on both cell phone numbers that i have provided.

Can someone pick up their phone and contact me urgently, i need answers and a solution today.

Cell phone number [protected] / [protected]

We logged a call on the 1st if February following an sms from Telkom stating that our account was in errors. Telkom had gone and debited the incorrect bank account. I spoke to Melissa Morgan and advised her to make a note that we will not be responsible for the R80 charge as this was Telkom's mistake. I also advised her the there were funds in the correct bank account. Since then I have spoken to several people who have been unable to help. My call last week to a Lindiwe Duma, who very blatantly told me that it is impossible to call customers back due to the high volumes of calls they receive. This sort of customer service is disgusting to say the least. Your turnaround times change from 24, to 48 to 72 hours and then becomes unmlimited...what a joke!.
This contract was taken out at the Westwood branch - the consultant there obviously loaded the incorrect bank details, despite the fact that correct bank statements were given and correct details were stated on the application. Surely it does not take two weeks to investigate and rectify. I asked for confirmation that we will not be bearing the R80 charge. Nothing has been received. Numerous calls have to be made to your call centre sometimes holding on for up to 60 minutes only to have the call dropped.
To say that it is "Poor service "is an understatement. It is deplorable.
Now I am awaiting a phone call from the 7th person: Lungelo Zikhala...if she can find some time in between the inundated phone calls received. It seems Telkom has too much business to care about their customers.

I have submitted the form for Account closure and cancel all it's services in the month of december and traveled back to india.

Even though the bill for the amount of R1400 which was due on 9th Jan already paid.
But they generated the bill for the month of feb 2017 of R350 as which i have paid and asked them to release the security deposit of R700 and then received an email to share bank statement and passport copy.

But just now i have received an email from telkom to pay bill for the month of feb for R1035.

I just want to know what telkom employees are doing are they out of their senses if a person has travelled back to india and already submitted the account closure form why can't they close the account.

Please find the telkom number as follows [protected]

Signed up for a contract in November 2016 but have never been able to use the device or the data allocated. My premiums have been deducted for 3 months now although I can't use your service. I have been writing emails and complaining for more than 2 months (since 6/12/2016). My device has been collected from me by the couriers but absolutely nothing is happening. My fees are still being deducted and the contract has not been cancelled yet although this was promised to me by several people. The past 2 weeks I haven't even been able to get any response or feedback from anyone at Telkom. I'm taking this to the National Consumer Commission. Absolutely pathetic!

I am very angry and upset about the price difference between your online shop and your mall shops . I toke the time to look online at the phone I wanted online. I like the iPhone 6+ 64GB on a freeme 2GB for R549.00. Only to fine out that my nearest store lakeside malls shop prices for the same phone and GB but on a 1GB is R699. So tell me why the hell is this different to your online prices. So the shop man said he didnt know and that I need to order online so I did( #21824 order no. )only to be phoned back by someone saying they haven't had stock since last year and that I should go back to lakeside because they had stock of the phone, they told me so when I was there. But When I told her the prices where different she said the online prices are the same as the malls. I am so angry right now because as of yet no one has come back to me about this and I am not going back to lakeside mall telkome and paying R699 for the same thing that only R549 online with 2GB im sorry. Fix your online shop its still show the phone at the same price and no were dose it say you dont have stock. If no come back to me with the phone and price they have it selling for or fix your online shop I am going to take the matter to hello peter. Maybe then I can get an answer from some how knows what there taking about.

1. I reported a fault on the 4/2/17 and stipulated that I had a sick wife in hospital (in ICU) and that the matter of repairing our ADSL internet connection was urgent, not only to communicate with relatives but also transfer medical files.
2. Nothing had happened by the 8/2 although a technician had apparently identified the fault at 10.20am. Nevertheless, I escalated the fault.
3. A day later (!) on the 9/9 another technician was assigned
4. Today 10/9 there is still no progress.

I would like my internet connection repaired

We reported a fault with our line and Wi-Fi on 02/02/2017. A fault call was logged. When we followed up to find out as to when the Technician was coming out, we were informed that the technician was coming the following Monday. Needless to say - no one came. When we called to follow up again, we were told that there was not technician assigned. My son upgraded his line and he was told that a new router would be delivered by courier. When he called on Wednesday, they said that it would be told that the courier would come on Friday. When he called to day to find out what time they would arrive, he was told that no date was told that no date was assigned for the delivery. This is totally unacceptable as he works from home and needs the Wi-Fi to do his work. He is wheelchair bound and is now loosing 8 days income due to this incompetence. After the technician came on Thursday and tested everything, the line is not working at all now. This is ridiculous!
The number is [protected]. An immediate delivery of this router is required! We do not want to pay for this duration.

My mobile wifi device was stolen. I suspended the sim online the same day and went to telkom knysna to purchase a new device and sim. The sim was a data integrated sim card. I requested that the sim be activated in store, which was done and I was advised that it will be active within 3 - 4 hours. Upon testing it the next day it was not working. I am familiar with the set up so I ran through that again and again. When I called telkom they advised that the sim was suspended and the new one never activated.
I then went to telkom george, garden route mall, explained the matter and asked that it be done correctly this time. The young lady gave me a new sim card, and after waiting for quite some time, she advised that the new sim was activated and will be ready to use in 3 - 4 hours.
2 days later and I still have no service. I just got off the phone with telkom mobile who again advised me that the sim was not activated.
I am travelling and not able to go to a telkom store. And why should I go back a 3rd time? It seems even if you go in store it makes no difference.
I demand that this be sorted out without visiting a branch personally. Telkom has wasted enough of my time. I will gladly make use of a mobile service provider, irrespective of the costs.