Telkom SA SOC
Reviews and Complaints

I visited the above mentioned branch to sign up for a new cell phone contract on 31st May 2016. The advertised cell was no longer in stock during the promotional period. I then enquired about the display model. The assistant could not consent to me buying it so she forwarded my details to the manager in front of me. I still have not been contacted. Pathetic service Telkom. I am now using another service provider.

31/10/16 I emailed a cancellation form to Telkom. 19/11/16 I followed up online & was told Telkom has 21 business days to contact me. 1/12/16 I again went online requesting feedback. Assistant asked that I email her directly & she will assist. 4/12/16 Went to Telkom store; assistant couldn't help but logged enquiry on the case requesting Telkom to contact me. 20/12/16 I emailed Maxine (previous Telkom contact). She assisted me within 2 hours. I waited 55 business days for feedback from Telkom. When speaking with Maxine, she said my debit order will be deducted end of Dec & I have to pay the cancellation fee. Unacceptable! I refuse to pay the D/O end of Dec and if it is taken, I want a refund! If Telkom contacted me within 29 days they would've concluded the case within time & the D/O for Dec wouldn't have been submitted. It is not my fault that my product wasn't cancelled in time.

My Router for contract [protected] stopped working after a year and I have a 2 year contract with Telkom for the Router which i am paying for, I sent my router in for repairs and telkom refuses to fix it because it is apparently out of warranty, how can the router be out of warranty if I am still under contract for it and still paying? So now I have no router but yet am being charged for it while it sits at Telkom repairs !

This is unethical practise, fix the router or stop charging me for something I DO NOT have!

Also I have complained about this at the customer service centre, phoned several times and emailed and NO ONE has bothered to give me a reference number or help me!

On saturday 17/12/2016 I went to telkom store : shop 15 cnr adderley & market streets cape town. The card machines where not working, I quickly went to draw money so I could purchase data for 5gig (Freeme boost). I was assisted by a lady who assured me that she had loaded my 5gig. When I got home I realized that she had loaded the wrong thing, she had given me a r100 airtime and 3gig data, I could not check on the spot as I use my telkom mobile in a modem which stays at home. I was forced to use the data as I had work to do online, but the data did not last for more than an hour which was rather odd. I could not follow up the next day as they were closed and on monday I had to be at work all day and night.

I decided to pay the store a visit on tuesday 20/12/2016 to rectify the mistake they made on my purchase. The store manager was rude to me, he wanted to charge me extra for the mistake they had made. I was willing to reach a mutual understanding but the manager decided to ignore me and move on to the next customer. I have been loyal to this store for as long as telkom introduced the (Freeme boost) and have been buying the same product consistently and have the receipts to prove it. I am mad at the fact that the store made a mistake and is refusing to own up to it and they want me the customer to fit the bill for it and on top of that treat me with no respect after the loyalty I have given them with my hard earn money.

This lack of respect I won't tolerate, I would like to bring to attention to the manager: adian daries that I won't be using their services ever again. I had to visit a different telkom store to purchase more data, going off my budget simply because the manager (Adian daries) was incompetent and lacked the capacity to deal with customer complaints in an orderly fashion. How this is suppose to be the standard of service at a telkom store (i don’t know?).

I enjoy using telkom but this is the first time I have been insulted for being loyal to a product.

Tax invoice
Transaction# :23705
17/12/2016 12:41:41 pshier :addo6 reg:2
Cell:[protected]

Store info
Shop 15 the adderley
Vat:[protected]
Bus reg. No: 2009/053752/23

My contract is due for upgrade and the only calls I get is to upgrade my line - I have had so many problems with this network and would advise anyone against it, rather pay more for better service. I called the call centre today to load 2g data, and provided the number which I wanted it loaded to, when after an hour I realise that I did not receive, I called back and the consultant says its loaded on the wrong number, I asked to speak to a supervisor by the name of Latoya form the jhb branch, and she was no help, she said she would speak to the technical department and get back to me, when I called back she has left work with no response the entire day. I am extremely appalled as I being a customer has been so inconvenienced by this but will have to wait for a case in order for this to be resolved, me not having data is affecting my work, who takes responsibility for that? the team leaders are no help and are absolutely useless, they are never available and when you do speak to them its always we will log a call! I cannot wait for my contract to end with this horrible network.

Its a mystery as to why telkom reps do not know their own products.

I asked for a jet black 32 gb I phone 7. I was then called in to collect a matte black one which I refused.

Nobody bothered to explain that the 32 gb iphone 7's do not exist in jet black.

I told them to take the matte black phone back and order the colour I want. The sales rep tells me that he's usually diligent and hates deviations in his quality of work. He apologised for getting me a matte black phone. He further goes on to say that he has ordered me a jet black 32 gb iphone 7. A model of phone which does not exist.

Whilst casually browsing on the internet, I found out that 32 gb iphones do not come in jet black. I went to another service provider to double check this fact and they confirmed that it was only the 128gb iphone 7's that come in jet black.

I asked the telkom rep if they are aware of this fact and he told me he would check with his stock manager. Have not heard a word about the jet black phone till today, and was offered a silver one instead.

I'm cancelling my upgrade so that I can move to another service provider.

I am disgusted at the lack of product awareness and service I have been receiving from telkom reps. I have dealt with 3 so far and none have been better than the other.

The service I have received from Telkom in 2016 has been shocking and the problems I experienced were on both my Personal & Business Accounts. The service I have received in terms of my personal accounts have been appalling to say the least. I recently fell behind on my Telkom account and paid the one month late. Telkom cut my line which is completely understandable however, apart from being unable to use my line for 3 weeks and paying a reconnection fee of R214; I still had to pay the full account. This is unacceptable! If I had no use on my line why should I pay for a full month?! This should have been pro-rate! On top of that I recently requested my line to be downgraded and I am still waiting on this to happen as well. Each time I deal with someone at the TELKOM call centre, I am transferred to a different department who seem to know less than the one before. The service is unfortunately, absolutely shocking! Due to this, I will be making plans to cancel both Personal & Business Accounts with TELKOM and will be moving my internet and voice lines to a provider who does provide service and who is honest and do not rip off their customers! This email will most probably fall on deaf ears and my complaints will not the resolved (as I have sent a copy of this complaint to Telkom direct); which basically shows and proves that TELKOM has no integrity and nor does it care about it's customers.

Early Nov my line had been on and off was advised that the router could be at fault went and bought a new router an 2x new pot filters still through Nov had connectivity issues Nov 28th 2016 my ads line went down completely logged a fault with Telkom and my ads supplier vox which escalated the fault with Telkom the first respondence from telkom I received was on the 9 whilst the line was still down they asked if I wanted to have a work order issued I said yes they never pitched eventually the line came back on and Telkom called and advised the line had been fixed every day from then at about 4pm and 8pm I lose the line when it finally comes back it wont authenticate even the Telkom guest account logged a fault never got respondence Thursday the 15 of dec my phone line and adsl went down and logged a fault still no come back the fault is still open ref517crk151216 way past the 72 hour response time

applied for the huawei p9 lite (at the time on a one month special)...they delivered a t1 8.0 pro tablet(i have one so why would i want another one?). sent it back unopened...was told they will refund me soon..3 months later and many complaints later incl walk in to cresta telkom still being billed.as it stands i will not renew any of my contracts..ps complained about bad reseption at my house in blairgowrie 3 and a half years ago and still not sorted, , , if thats how they treat customers that never defaulted...well then ...goodbuy telkom

Telkom reference number 1056CRK121216

76 Calls made to 10217.
Waiting over 7 days now
Feedback received : Fault is with technician
He will attend to this.

7 days later we still waiting for technician to go to the exchange.

It seems Telkom technicians still want to chase away more of Telkom customers.

This company has been with Telkom for over 20 years.

Maybe it's time the management considers alternatives.

I have waited on here call centre for hours trying to connect my telephone line. where everything is installed and on there side they have to activated my line, with numerous calls logged more or less 10 to 15 within 2 weeks everyday I get told to wait for 24 hours till the line will be active and everyday the same fight, where other the complaint wasn't logged or they have no idea what is going wrong, and no hint into whether or not it will be sorted out I cant believe such a big company has such a lack of concern for the customers. there are no timeframes or dates set when it will or can be sorted out. if I am waiting for a problem to be sorted on there side where they tell me that my line is 50 percent active and I have to wait for there I.T department to activate my line could you just think of what mission it is going to be to set up internet. I cant set up internet because of a non active line and now feel like I am paying for something that isn't in use. and on another point the call centre people don't know what they doing everyone has there own stories and what is wrong and inquiring about a product is a nightmare as the consultants are not clear in what needs to be done and because of that I have a telephone line which I thought I needed to activate the internet just to be told that I need a adsl line which I can convert my line, but at a cost of R700 and only after my line gets active after 24 hours which is 2 weeks now. come on Telkom get ur #### together we as consumers are not satisfied with your service at all

I have logged numerous (probably like 5) complaints on the online fault reporting system Telkom provides, notifying them that my internet connection is slow, too slow for proper browsing, too slow to stream or download at all. I had to reload this page 6 times and wait almost 20 minutes just to get this goddamn page to complain on. This is the case with every page, it has to be reloaded numerous times and most of the time doesn't even load properly. I am supposed to have a 2mbsp line, but I barely get 0.4 mbps according to the multiple speed tests I have run, with a ping sometimes as high as 500 and rarely less than 20. I can't even access youtube videos at times, and this does not happen during peak times. It's a freaking sunday afternoon and my connection is this slow. I haven't been able to play online mmo's in two months. Some guy called me two days ago asking if the latest slow speed fault I had logged more than a week ago had been resolved. I told him it was still a constant problem, and he proceeded to simple close and relog the fault so all that's changed is the fault date now shows two days ago. But no one has even started fixing it. I get that telkom is replacing all the copper lines with fibre or whatever, but why the hell did they sell me an internet connection 4 months ago if I could get a faster connection with freaking dial up?! I swear?! Why is it so slow? Why can't they just fix it? Why can't they just TELL me WHY it is so slow? Why am I paying for an internet connection I can do almost nothing with? What's the point of having internet if all I do is constantly reload pages, wait and wait and reload again and wait some more and spend half an hour to browse between 3 pages and get frustrated? Just fix my goddamn problem! I have reported it so many times! I can't call the stupid call centre because I only have a cellphone and calling from a cell isn't free, online from a telkom landline is free and I'm a student, I don't have R100 to waste on airtime, holding the line for the next available concultant to just tell me oh they have reported the fault again and a technician will look at it whenever with no clear answers. The fact that after they closed the fault the first time and I relogged the exact same fault immediately after they closed it should tell them that the technician didn't fix the fault. I have tried using different routers/modems to see if that's the problem, it isn't. It's not any webpages as browsing anywhere is slow, even google is slow. And if I connect via my phone instead of telkom's line, suddenly my internet is super fast. So it is the telkom line. Please just fix it already! Actually fix it, don't just close the fault I reported. I'm paying for a 2mbps line! I want the line to actually be 2mbps! [protected]! Fix this line!

I have consistently asked Telkom to cancel a debit order for my Device with which I have a contract with them. This is due to the fact that I am not longer working and now a university student. Reports have been made to Telkom Customer services, The manager of the Telkom Branch I purchased my device at, even Hello Peter. In light of all this, one would assume that my account would no longer be debited when there is no money in it, but alas, the contrary is true. I have been paying manually into their ABSA account, even paying extra during the course of the month in attempts to get them to not debit my account any further but it has not been helping. I do not understand why Telkom either has not made provision for a case such as mine by being able to stop the debit order (as other service providers are able to) or why no one has taken it upon themselves to salvage the situation. I do not believe that this is the service they intended to provide to their customers so someone needs to help fix this.

We live in Bedfordview and were overseas untill 29 November.
Apparantly a fault was logged on 2 December which we did NOT log
A technician arrived on 10 December but couldnt gain access.
our line was lost an hour later.
we have tried usuccessfully to get it reconnected and 5 days later STILL no technician has been allocated.
JXCamara
1 Martinique Bedfordview 2007
[protected]
tel [protected]
we cannot believe the different stories we have been given
there was a gentleman working on our box adding 5 lines.
we think he disconnected us by mistake
Someone was supposed to call me 3days ago
[protected]
it is shocking to have no line over the Christmas period
Should Telkom not want us as clients please advise
we do use our home line to collect debtors for our business

Phone number: [protected] ADSL very intermittent, sometimes not working at all. Reported on 12-12-2016, ref. number 133CVK121216. I mentioned that there is an open cable joint hanging down from aerial cable two premises from me which could cause the problem, however nothing seems to happen. I am expecting a skype call from UK in the next couple of days and it is important that the problem gets fixed urgently. The neighbor who is living where the open cable joint is has also reported his phone line being intermittent. When our ADSL works, the speed is much lower than it used to be.

Order of events:

8/12
6:45pm Our 2 x ADSL lines ([protected] & [protected]) as well as our two main switchboard lines ([protected] & [protected]) go down

9/12
1am One of our building is broken into and robbed

9/12
9am We arrive at work and find out that we have been robbed
9:30am We phone Telkom to report the abovementioned lines faulty and get told that somebody has already reported the lines faulty on the 8/12 at 2:10pm
This person was given the following reference numbers:
902CRZ081216
963CRZ081216
884CRZ081216
958CRZ081216
His number given to Telkom was: [protected]
We are told that no need to get new reference numbers, as the above are valid. We are also told a technician was dispatched on the 8/12 in the afternoon…

Our struggle with Telkom begins….. The more we try to explain that the lines have been sabotaged (and not a normal fault) the more we are given the run a rounds… We phoned, and phoned and phoned to request somebody to attend urgently to this, as both our buildings and businesses are cut off and unable to do normal business. We do Christmas Décor for a living, so you can imagine it is the busiest time of the year for us..

10/12
Afternoon (not sure of the exact time) A technician by the name of Martin +[protected] arrives. He said he is going to the exchange and will be back, but did not come back. When I phoned him at 5pm to find out what is going on, he said he was still busy and will be back early the next day to sort this out.

11/12
Martin does not arrive…..

12/12
By now we have a number of unhappy clients, as nobody is able to get through to us by mail or phone.
I have no choice but to start complaining, as Telkom call centre is not interested in anything we have to say. After a number of calls to Telkom we got given escalation numbers and we got told to wait our turn. The more we try to explain that our lines have been sabotaged, the more we are told we must just wait and we are not allowed to speak to a manager. I then posted a review on HellowPeter.com & Facebook to try to get help. In the afternoon a lady from your HelloPeter departments phoned me and I explained to her the problems. She got hold of Susan (area manager in Olevedale) and Susan phoned me. She understood the urgency of the matter and dispatched a technician Daniel to attend to our lines. Daniel managed to get the two ADSL lines working and advised us that the reason the lines were not working is that somebody connected them to two ports..

13/12
Daniel is back and by 5pm our two switchboard lines were restored.

So please can I have answers to my questions:

1. Why is a 3rd party allowed to report our lines faulty? Do you not ask security questions? Can we have the recording of that for the police investigation?
2. Who was dispatched on Thursday late afternoon from your side? We assume that this is the person that sabotaged our lines.. Can we have name, ID number, address & contact details so he can be investigated further?
3. Why is your call centre so unhelpful & unwilling to assist with a matter that is clearly not a normal fault?
4. Will Telkom investigate this and come back to us with the findings so we can follow up on the issues

Good morning.

I have went to the telkom stores only to be told that they cant do anything. When I call telkom they tell me they will sort it out and call me back to verify with no call back or it being sorted out and lastly after opening a dispute and asking to be called back, I find out that they cancelled my dispute but worse, disconnect my line even when I have time to pay!

Now I cant even call them from my home line because they stop you from contacting them.

Firstly, I took out my current package with the call centre on 9th sep 2015 which was a bundle package for r 699pm without weekend everyday. So altogether without call usage, my subscription should be r 715. After having billing issues from sep eventually in nov I was called back and part of my bill was sorted out but from then, my bill was increased to r 789.47 for no reason as my subscription and thats after being discounted. I have calculated many times and thats what I am paying. This was my dispute but I wasnt even called to clarify this! I want my bill sorted out.

Then I get blacklisted for no reason! I had to call around to get something done and I dont know if it has been sorted out? I want to be compensated because everyone refuses to give me any credit because the blacklisting is for r4165 per a month!

Lastly, my line was disconnected. I get invoiced on the 13th of every month, so 30days from then is when I should be given to pay and 15days grace, this is what telkom agents said but its the 14th, today my line is cut?

I am so angry, I honestly feel like going to the ombudsman today and sueing for all this because its really damaging my credit score. I really would rather pay r50 or r100 more now for better service.

Imagine telkom stores now say they dont handle queries, and when our line gets disconnected for a bill we cant even call or query it instore or over the phone? What kind of company has telkom become?

My account number is [protected]

My Huawei router stop working on the 24 of November 2016, they said I should bring it in to get a replacement.(Alberton) Which I did (Telkom direct in Alberton city) than to be told they don’t have stock and said they will phone me as soon as the receive stock. I reported it and was given this " 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 AI2649814 We apologize for any inconvenience caused." on the 7th but nothing is happening?
i Cant find the ref on the internet and when i chat to an agent this is what she said" 10:32:43 AM Terese: I dont have access to that ref number Danie, so I am unable to provide feedback on your request because nothing reflects on my side ."
What must i do now, ?

On 25/11/2016 we reported that we had no Internet and phone lines
despite numerous calls (for hours) we are yet to have a technician assigned.
each person i spoke to has no idea when the problem will be solved

i received smses to say a technician has been assigned - then when no one shows up i call again and they tell me no technician is assigned.
on Saturday afternoon at 5.30 pm i received a call from "UK" to say he is the technician assigned - he asked for my business hours and i confirmed it with him - he said he would be here on Monday - when asking for his number - he said he would give me a missed call as he did not know his number - i am still waiting

i called the call center again (for 2 hours) there no supervisors available, there is no technician assigned and they have lots of work and they cant guarantee the 48-72 hours response i was promised - to date it is 18 days out of service and no one can explain why- no one is going to reimburse my staff members for the calls and data they have had to use - this business has been unable to function as even our printers run on WiFi and Telkom refuses to take accountability and fix the problem! when will someone help us!

For the second time in a row telkom deducted a double installment, saying its because the first installment "bounced", yet the double payment went through without a hitch. Apart from that, I fear that it'll reflect negatively on my credit record, due to all the "failed payments" this is generating. I have spoken to their consultants on numerous occasions, but they are unable to provide me with a resolution, saying that "their system indicates the debit order failed", yet when they perform the second debit for double the amount it suddenly works.