Telkom SA SOC
Reviews and Complaints

My parents landline has been out of service since 18 december 2016. Several fault reporting six to be exact and same sms received your service has been restored. Six different technicians each with a different story. The one story was to order new underground lines. The other story is that there is one ine to less and a new number was installed and they took there cable to connect the new service. A manager (phadi)coming out said if the technician come to give her a call she wants to be present while they working. Yesterday at 16h00 a technician came to my parents gate after phoning twice i stated that my parents are old please to be patient. As requested my father phoned the manager stating that the technician is there she did not even know who was speaking or what it was about. Again so fault restored no telkom line. My fahter has cancer my mother is lying with oxygen the need there telephone it is a matter of urgency

During September 2016 I was contacted by a Noniko about a new data package which was launched according to him only hours earlier. It was a 25 gig day and 25 gig night data bundle which included a wifi modem. After a discussion this package was bought for the amount of R299.99 per month. When I eventually received my first account it was for R573.50. I immediatly queried the amount and it was for part of September October 2016 dated 01 Oct 2016. The account stated that I bought a 10 gig Smartbroadband Wireless + 5 gig Telkom Data + HUAWEI B315 to the amount of R299.00 per month which was incorrect. After numerous transfers I eventually was able to lodge a complaint no: [protected] at 081180 Customer Care. They informed me that they will listen to the recording. Up to January 2017 no feedback was received. After numerous calls in January 2017 even after talking to a supervisor Thebogo I was informed that I they could do nothing about the situation since I bought the package from Telkom Sales. I was informed to call 10213 since they would be able to rectify the data bundle that was bought. I then phoned 10213 and after numerous transfers I eventually spoke to Ntandokazi who informed me that she would sent a e-mail to a supervisor/ administrator to listen to the recording and provide feedback. No reference number could be obtained since they do not provide numbers for complaints. 2 days later I again called 10213 and was informed that I must call Cell Direct. I then called Cell Direct, Mobiz talk, Mondo, and also CCI. None of them had any record of my ID number and I then called 10213 again. I spoke to Nontando who again informed me that she would send an e-mail to a supervisor/administrator who would listen to the recording and provide feedback within 36 hours. It has been more than a week and still no feedback.
All these calls were made from my MTN phone some lasting for more than half an hour. I have now spend hours of talk time from my MTN cellphone to correct and query this problem.
All I want is for the data package to be rectified to the original package that was sold to me. I hold Telkom in breach of contract and will reverse my stop order the end of January 2017 if my query is not resoved by then.
I would also like the contact details of the Ombudsman for Internet to lodge a official complaint against Telkom if my account is not rectified.

Telkom received my cancelation form on 09/06/2016 for an extra line on my account (sent to [protected]@telkom.co.za) via Claremont Telkom office at 15:40. Up to date 23/01/2017 Telkom is still billing me for the line and extras, including interest. Received a dispute number [protected] from Lerato in July/ August- nothing happened. Contacted Telkom numerous times between Sept to Oct..to no avail. Telkom disconnected account in November due to "outstanding payment"...had to pay disputed amount, re-mailed all the necessary docs again in November 23 at 12:01 to Gcobusa Mafeke (customer service) email [protected]@telkom.co.za...no response/ reply other than she will handle it (as per telcom in December).. January receive another bill with the extra line and extras still on the invoice...
Client acc number [protected] requests
a) a refund for invoices on tel # [protected] (+DSL fast and Soft cap)
b) cancellation of service on tel# [protected]

The line had a fault about August now. About six month ago. Although there were multiple complaints to the company and even more reference numbers, the line was never restored. The last i talked to a consultant from Cape Town- they advised me that the line could not be restored because of my location. According to South African Law, all people of all races, of all localities should be services in South Africa. It came as a surprise to me that Telkom, a company that i have used for many years for the telephone line and ADSL could not restore my line.

I am extremely disappointed with the service i have received from Telkom. seemingly Telkom is very selective about the areas they service even if i am a long standing client. I work from home and desperately need my service line.
The line number is [protected]
Area- AA 11 61 Umlazi, 4066
Telephone line registered to Zama Brenda Mtshali

Your Speedy response and urgent resolution will be greatly appreciated.
Z.B Mtshali
[protected]/ [protected]

I signed up to a different isp & closed all telkom internet accounts. personally filled in & mailed the required documentation for my line to be migrated to the holding pool. This was done on 20 of December 2016. A telkom agent called me on the 18 January 2017 stating the line has been move to the holding pool. I immediately informed my new isp. New isp comfirmed on 19th Jan 2017 that they cannot see my line in the holding pool & that I must contact telkom. I've been calling in from cellphone, but all they do is give me the run around.
All I want from telkom is to move the my line to the holding pool. I am already being double billed as I have taken a uncapped bundle deal from new isp.
your speedy assistance will be greatly appreciated.

my contact number & e-mail address;
[protected] - [protected]@gmail.com

To Whom It May Concern

I received a call from a legal department or company regarding the outstanding amount for my Telkom landline as the last payment was in November 2016. I very annoyed and upset as I have been emailing Telkom for credit for the past 5 months regarding no service from 13/04/16 to 10/06/16, I’ve received acknowledgement emails from [protected]@telkom.co.za after trying on multiple occasion to raise the query with Telkom. This email address was provided after I had emailed numerous Telkom areas, I have tried to chat to Telkom agents via the website option however the system either times out or closes as no agent is available. I tried following on my credit query via email since November 16 as I had not received the credit but no response, I have logged a complaint via the website about the lack of response or action relating to my query. I called into 10210 after I received the call from the Telkom legal this afternoon only to find out there is no recent query logged on the system, the agent has now logged a query Ref:[protected].

Please attached email relating to my request as well as responses received from Telkom, I'm trying to understand how over the past +- 4-5 months that my query had not been logged. Im disappointed in the service and the response and will take to social media and Hello Peter to voice my concerns and complaints, I have logged complaints with Telkom but there no response or action there as well but Telkom is quick to contact me if outstanding for a 1 month or more yet Telkom takes +- 4-5 to resolve a credit query.

Regards
Ridwan

I am experiencing hassles since the 28th of November 2016 regarding the following case number: [protected].

Some one was very clever and had cancelled my contract on the LTE and laptop. Not one is working now. The laptop mean now nothing as it is cancelled and suspended. On the 10 January 2017: at 10h00 I had spoken to Tembisele, she told me that they are busy in the back office to re-instate it and it will working on the 12 January. On the 13 January 2017 at 14h30 I had spoke to Cordlin and he said I must phone at 16h00 which I did and I spoke at 16h20 to Portia. Again the same old story that back office is busy reinstating. On the 14 January 2017 at 10h05 I spoke to Amandus. Same story. Everybody is sending an email to back office to contact me and nothing happen. On the 16th of January at 12h30 I spoke to Pumla, at 13h30 to Nopomeleto. On the 17th at 11h15 I spoke to Indeboetlê. He said that he will send a mail to Lambords the official who is attending to this case.. Nothing happen. On the 18th at 16h30 I spoke to Tembisele again and were told that she will get her supervisor and teamleader to contact me and do follow up's. It is the 20th of January at 10h49. Still no feedback and no service! This is totally unacceptable!
Please contact me on [protected] or [protected].

I expect that this service be reinstated as a matter of urgency, seeing that my business is suffering due to the lack of competence of telkom staff whether it be at the telkom shop, or call centre as every one seems to send me from pillar to post.

In anticipation of a speedy resolution to this matter.
Thanks
Mrs Hoffman

On the 19/20 December a new phone was delivered to me. Next day I received a phone call from Telkom. The lady told me not to open the box. She will be on leave and will call me back with instructions on the 09th of January. No call ! On the 11th of January my line was cut off.Same day I phoned them from a neighbour and spoke for over 60 minutes mainly with their computer and 3 departments .I was promised to get a call the same day. Nothing happened. I'm an elderly lady' living alone in Woodlands/Durban. I can't get hold of my family or in case of an emergency, what I'm supposed to do ?

a Telkom subcontractor that done some work on the Telkom infrastructure and not repaired the driveway/pavement to the state they found it? Pipes were laid in Prince George Ave, Brenthurst, Gauteng about two weeks ago (roughly 1 Nov '16 to 9 November '16)

I sent correspondence to [protected]@telkom.co.za and [protected]@telkom.co.za on the

18th November 2016,
30 November 2016,
14 December 2016,
16 January 2017,

No one cares to respond...

On the 8th of December 2016 the lightning struck my Telkom Line. On the 12th of December 2016 I phoned in and reported it received my reference number... On the 22nd there was a technician he come had a look around got in to his car and left. He could not get access in to my neighbour's yard. Never pitched again. After a hundreds of phone calls they said to me it's a underground fault WOW. So my fault has been marked as priority, urgent and has been escalated... Still no Technician has come out to support me. When I follow up on my fault they just keep on saying "
Thank you for holding Z..., The fault has been assigned to a technician.
Currently the technician is busy with the line you will be advised regarding the progress/updates of the fault.
The technician will contact you on to make an appointment when he/she needs to come to your premises.
I have added the note on the system that you have contacted us and need the line urgently. or "
I understand that it has been a while since you have had the problem, however i have marked the fault as a priority to ensure that the fault is resolved very urgently" or my favourite "
I apologize sincerely for what has happened, this is not what we want you to experience when contacting customer care for assistance. However i have marked the fault as a priority, please wait for the call from a technician" These word was told to me the last 43 Days. And still no help with my line. When you phone the billing dept. They tell you if you do not pay your account they will suspend your account. Have to say they are very helpful

Hey guys,

I have cancelled my business account line 3 times, the most recent cancellation has a reference of:

Reference number: 123319september
Name: donay jordaan
Branch: port elizebeth

Yet am still receiving bills? I assumed this was a delay in the cancellation going forward yet it has been a few months and this hasn't been reflected.

My name is mike kelly, id number [protected], the line was at this address:

Unit 024, mason's press, 7 ravenscraig road, woodstock.

I have paid up until the original cancellation date (Mid-last year) , which cleared everything but continued to receive bills, which now total r2000+. I would like this line to be finally cancelled, and the outstanding amount to be cleared as I cancelled prior to each of the bills that I received.

Please let me know if you need more information as soon as possible so we can resolve this matter!

Cheers,

Mike

Reason for the fault - intermittent internet connection and extremely slow internet speed.

1st fault reported 5 jan 2017 - ref: 19crk050117; fault closed with out resolution on the same day.
2nd fault reported 6 jan 2017 - ref: 680crk060117; fault closed with out any resolution on 9 jan 2017;
3rd fault reported 9 jan - ref: 1450crk090117; open serve tech fiddled with line, changed exchange port, and closed fault with no testing or even consulting if the problem was solved after they have worked on the line on 18 jan. Tech makes appointments and do not keep them or just comes and goes as he pleases. Tech is also extremely rude especially after the 2nd time he had to come back.

Please note that my line speed I am paying for is 10mbps

This telkom is the most useless company ever.

1. From 14 november 2016 I had called to report my land land not working / internet was slow. Lady said it's fine running at 1mb but i'm paying for 4mb.
2. 3 technicians came out with no appointment.
3. All said it's cable problem, will forward to cable
4. Called them 16 jan they said fault forward cable department on 8 december
5. 18 jan - tech came no appointment now no internet at all.
6. Demanding for progress report.

I had a contract with Telkoms 8ta since July 2012.I never used the contract because the modem was not working.I tested several other service providers such as Mweb, Atlantic, Vodacom and it was working on my computer.I start using Vodacom as I could see that Telkom dont want to cancel my contract.My account number with Telkom is [protected].I reached an a accrement with Telkoms accounts department to pay up to the last instalment, then they will cancel the contrat which did.They stop my payment for one month.After that they start deducting the R299 again.I took them to the small claims court case number SC 1185113.The lawer of Telkom refuse to stop my contract. His e-mail is [protected]@telkom, .co.zaI am still paying R299 per month since July 2012, without any use of the 8 ta.They also dont have modems for a year so that I can try i on my computer.All I whant is the contract to be cancelled.

Hi
We are very upset that without any warning Telkom workers started digging up in our Garden to replace fibre optics. They have ruined 3 expensive plants that was planted on the innerside of our sidewalk. Who is going to replace those plants or pay for the damage done? We have pictures taken. 8 Robinson Street, Aurora, Durbanville. Can someone come and inspect asap please?

To whom it may concern

I write this email with frustration, disappointment and disgust! I have never experienced such blatant disregard for a customer in my life.
Your staffs at Telkom Vincent Park do not care or have your customer’s interest at heart. They are clearly only there to receive their salary at the ends of the month. I staff member in particular needs to be trained on all aspect of his job. Viwe Mgxekwa clearly has not been trained or given the right information to give to the customer.
Let me describe my current situation with your Vincent Park branch.
21/09/2016 I took my BlackBerry Z3 into Telkom Vincent Park as I have a contract with Telkom account no [protected]. I was assisted by Viwe Mgxekwa I told him that my phone was not working. He explained to me that the phone was out of warranty, but he could send to repairs. I asked him would I be charged for the repairs if I did not accept the quote. He said no, I asked him again are you sure and he said yes. I asked him to please double check and he asked one of the ladies he works with. He came back and said I won’t be charged. I said ok you can send it away. I then received the following SMS:
SMS received 21/09/2016
Dear Amanda your phone has been booked in with Ref.TRJ025800. Kindly submit proof of purchase with IMEI number. We will contact you with any updates. Telkom Mobile. Please do not reply to this
SMS received 22/09/2016
Dear Amanda Leibach your Z3 BlackBerry has been allocated to a repair centre for repairs- Ref TRL028433 We will contact you with any updates. Telkom Mobile. Please do not reply to this.
SMS received 23/09/2016
Dear Amanda Leibach your device has been deemed out of warranty and has been quoted for R 525, 00 incl VAT. Payment to Telkom Repairs, ABSA [protected], Ref No: TRL028433. Quote valid for 7 days. A consultant will be in contact shortly. Telkom Mobile.
SMS received 27/09/2016
Dear Amanda Leibach your device quote has been rejected, and is awaiting a payment of R188, 10 assessment fees. Payment to Telkom Repairs, ABSA [protected], Ref No: TRL028433Telkom Mobile.
SMS received 28/09/2016
Dear Amanda your BlackBerry Z3 has been dispatched back to Ingram Micro Returns Handset will be delivered in 4 days. Telkom Mobile. Please do not reply to this.
I went back to the store sometime in late October as I had not heard anything from Telkom Vincent Park regarding my phone. I spoke to (not sure of her name but can get it) and asked if my phone was in store. She checked for me and said that they had not received the phone. I asked her to check on the system and she said it came up that they were awaiting the payment of R188.10. I explained to (not sure of her name but can get it) that I had asked Viwe several times if I Would be charged and he said no. I refused to pay the R188.10 and insisted on my phone as I was not prepared to pay the R188.10 because as far as I was told I would not have to pay for anything should I not accept the quote. I then saw Viwe and told her he was the one that had helped me and gave me the wrong information. He then said he would pay the monies to get my phone back as he did not want to lose his job. I left the store very unhappy and very unsatisfied.
I returned to the store on the 16/12/2016 as yet again I had not heard from anyone at Telkom Vincent Park. This time I got Nandi I explained my story AGAIN Viwe was not in the store that day. Nandi said she would send an email and see what was happening with this repair.
I returned to the store the 26/12/2016 as yet AGAIN I had NOT been contacted. Nandi and Viwe were on duty. I again ask where my phone was. They both looked at me like I was mad. Viwe asked “don’t you have it?” (If I had it would I honestly be asking for it?) I said no! He said I did pay the money and I thought you had your phone already. I was told AGAIN that they would follow up. I asked when would I get feedback, Viwe said by the 02/01/2017.
On the 07/01/2017 I walked into the store and said to Viwe” I am STILL awaiting for you to get back to me!”
Today 17/01/2017 I have not had a single call, sms, and email about where my phone is! I pay my contract every month without fail. I deserve as your customer to be treated better than this. All I wanted was to be given feedback, not just be forgotten about; this behavior from your staff is not acceptable at all. I can honestly say I will never ever take out a contract with Telkom again. You customer service unacceptable and I am extremely unhappy. I still have no phone.

My has been out of order since 21/12/2016. I've logged fault at this date. Since then I've been phoning practically every second day for follow up. Each time you would say that you will send team to do repairs. But so far I have not seen any technician.
Please send some one to do repairs. As I am dependent on the internet and phone.
my ref: 1238CRK211216
escalation number 934046
phone: [protected]

Hi,
My number is [protected].
My name is Sid Prinsloo and I live in Sodwana Bay KZN.
I use this number for data only as I trade forex on the internet.
My problem is that every time we have a power outage - several times a week - then there is no Telkom signal. This is not a problem with Vodacom as I have data on my Vodacom phone during these outages.
Can this problem not be solved as I would be forced to switch to Vodacom if so.
I applied for a fixed line maybe 3 years ago and was told that there is no infrastructure.
My neigbour - 400 meters away has ADSL.
I saw a Telkom technician working on the line and he could not see why I could not get a line for it would take 5 or less poles to my house. Please follow up and let me know.
My phone number is [protected] and e-mail is [protected]@gmail.com.

The line was reported on the 21/12/2016.
Logged
[protected]:22
In Progress
[protected]:22
We phone several times and also visit the Telkom store in Alberton city. We also check there is no cable issues in that area. Can you please give urgent attention to this matter as 2 old people live alone there. Every time we phone we are told that they are working on the issue but nothing happend. We also want to be credit for the full time that the line is out of order

My name is paul phakathi : service lines [protected], [protected], [protected], I am 20 years with telkom as a customer, I run a community development project that mainly depends of donations. I honour my invoices sometimes not on time.

I really do not understand why does it take 48 hours to be reconnected. While it use to take 2 hours.

Dstv does it well, with overdue and reconnections.

It is even worst when the call centre agents become rude and personal, mr siya gunya, call between 11h00-12h00 (17/01//17)