Telkom SA SOC
Reviews and Complaints

Ref: 184CWZ280716
A fault to a residential landline was logged on 28-07-2016 at 11:18
On 15-08-2016 after making numerous calls to Telkom, including talking to the technical manager, I tracked the issue online and it was still In Progress as of [protected]:18
I once again called Telkom and was again informed that the fault was issued to a technician, but no one seems to be tracking why the technician has made no call out or why the complaint is still unresolved 19 days later.
Interaction ID for today's call: [protected]

I would like to lodge numerous complains against Telkom.

One of the issues is that the current Internet speed is of my LTE contract is running at around 2Mbps after around 5pm everyday since purchase of the contract. I started to deal with the issue in the beginning of May as the device was used in a rental apartment prior to my use. I am paying for 50 gig LTE devices that should yield a far better speed of up to 50mbps.
My now cancelled adsl and telephone line did not work yet I have been forced to pay for it, it has subsequently been cancelled yet I am still being charged. I have been over charged for my LTE uncapped package which is for one month more than the contract deal.

Current issue is regarding LTE device [protected]. Secondary issue is regarding [protected]

I need an email address that I can forward my complain to at telkom. This is in order for me to take them to court over these many issues as I first by law need to send a letter of demand to telkom but of course there is no official address that I can find.

I have attached evidence and proof of this continual issue of one of my devices.

Recap. Charged for an adsl line and telephone line that worked intermittently, overcharged for an uncapped LTE device, supplied a LTE device 50 gig package that works intermittently and is heavily throttled to below 3 mbps after around 4pm. It has never reached over 7mbps which is a far cry from the advertised 50 or 60mbps. I would be OK with it only running at 7 but at the current speeds the device is rendered useless. I would like a refund on all and for technical issues to be resolved.

I applied for a contract on 7 August 2014. The agent who assisted me was supposed to port my contract onto my existing number. Instead she gave me a new number. I reported the error and Telekom assured me that they will fix it. After going to the store over 10 times . And battling for 5 months to sort out my number...Telkom came up with the solution to just give me a new contract with my existing number. Which they did...my contract has expired on the 7 august but yet I'm still being debited. And when I call the accounts department they say that my contract only expires next year January 2017. But that was when my contract was cancelled and telkom gave me a new contract! I have logged many cases but not one person has called me to follow up...I have to call to follow up and when I do theremember is no resolution they just keep logging cases for what u don't know

In July Telkom phoned me to sell me an upgrade to a Fibre package. The offer was to upgrade my 10Mbs ADS line to a 20Mbs Fibre line with 100GB of data. Included in the offer was a free installation of the Fibre and Wifi Router.
On 20 July the Fibre was installed and activated...then the misery started. Unstable, slow, intermittent service. 20 times worse than our ADSL line. After speaking to more than 10 people at Telkom, noboby was be able to help me. I get sent from pillar to post and NOBODY is interested in or able to follow up on the issue to get it resolved. Then, to my shock I hear that my ADSL line is still active, despite being assured by the salesperson that it will be deactivated as part of the migration. Finally got told to send an email request to the cancellations department, only to receive an automated response saying that the query can take 21 days to get dealt with! Final blow was receiving my bill tonight where they actually charged me for the Fibre installation and router, and of course double charged me for both the Fibre use AND ADSL. I am besides myself with frustration and fury. I feel totally conned, completely let down and utterly helpless in terms of getting this mess sorted out. Let this be a warning to anyone who is considering using Telkom as a service provider.
Given the terrible, non-existant service received to date, I have no expectation that this complaint will be looked at by Telkom, but in the event that someone out there may actually be able to assist, my account number is [protected]. Mrs LL LOTZ.

Cancelled my services with Telkom before 31/05/2016. Followed all procedures to obtain refund. Had to spent hours on my cost with call centre. Just to be told to email proof of my bank details to [protected]@telkom.co.za. which I did even thought they have my details as I paid my account via debit order. I e-mailed them 5 times and called even more. Yet on 5/8/2016 not only have I not been refunded but also no one of telkom have contacted me!

For the last 2 months we have had problems with our landline. They line keeps on cracking . We have reported the issue 4 times. Each time they fix the line and then the next day the line doesn't work again. We can't log a complaint with them as there is no complaint number anywhere. When you phone the line fault consultants and ask the speak to a manager they put you through to the residential new services department. If a technician phones you and you miss the call you can not phone them back on their number. You can not reach anyone and who can actually help you. If they want to sell you something they are very quick and efficient, but once you have their product lets just say things go downhill from there.

On the 9th june I contacted telkom customer service to find out if I can cancel a contract because I want to start a new contract with telkom, andile chinyanga - csr replied "thank you for the enquiry, you can cancel the contract. "
On the 27th june I went to centurion mall branch to apply for the new contract and cancel the old, they said all is in order but I had to email them my proof of address to proceed. On the 28th june I emailed my cancellation to the branch telkommobile. [protected]@bluetechretail.Co. Za and customer [protected]@telkom.Co. Za, with my proof of address for my new contract.
On the 29th I collected everything from the branch for my new contract.

So I took everything is done, correct and sorted.
On the 5th july I receive a statement, the contract I asked to be stopped I still get billed for, and for the new contract for 2 days I pay 1/4 of a months bill.

On the 5th I emailed customer service with "please see this have been cancelled", josephine mosito requested all my information and the cancellation letter which I have forward again.

On the 14th july I requested an updated statement as I heard nothing again from telkom.

On the 25th july I requested again for the contract to be sorted as I have stopped it. Only than for the first time I was told to send the cancellation to
[protected]@telkom.Co. Za, and that it will take 21 days.

Now today 4 august I receive a mail stating that I cannot cancel my contract because it is a 24 month contract and I am at month 13.

?
What am I to do?
Telkom said yes, than it was stories, now 2 months later it is a no.
I already started the new contract
I never would have started a new contract if I was told all this from the start, than I would have sucked to the contract I had.

I do I get this contract stopped? Telkom said yes, so than I want it stopped!?

I placed an order for Telkom LTE Uncapped through their website on 22 July. On 23 July, a lady from Telkom called me and took me through the entire application process, promising me the outcome of my application within 48 hours. 4 days later, I heard nothing yet, and started following up. Ever since then, on a daily basis, and through all possible platforms of trying to get a response from Telkom. The standard reply has just been "we have escalated your query, and will provide feedback", never to receive as much as an email or call back.

Almost two weeks now, and I have just been sent from pilar to post, nobody taking responsibility to actually provide constructive feedback or assistance. It is simple: I ordered a product, did the application, and expect delivery of my product. Simple, easy.

Excuses that I have heard are that they cannot find an order on their system, or that I am not due for an upgrade, even though their website clearly states (and advertises) that existing mobile data customers can upgrade to uncapped LTE.

I have spoken to several customer care consultants who promised me on several occasions that they have sent my query to the sales manager, and that this person will contact me back, and not a single time has anyone contacted me back. This promise of someone getting back to me has been made in excess of 20 times by different people, and like I said, not even ONCE did anyone contact me back.

On 2015-10-21 I reported to Telkom that my landline is not working, its almost a year later and its still not working. I phoned them, and even paid the money they told me to pay to get my landline working, still nothing. No one contact me to inform met about anything, it is like they just don't care. When I check on their site it says:

We are aware that your line is currently down and we are working hard to get this up and running shortly.
Date reported: [protected]:57
Reference number: 13915

Early in April, I experienced wifi connectivity problems for about 3 weeks, I then noted that I was able to connect to the internet using my vodacom data from my handset, yet unable to do so using the Telkom wifi.

I reported the fault to Telkom and was told that someone will call me back to arrange for technical assistance and to even come out to my place to check the problem.

Days and weeks, now months have gone past, and there is still no assistance. After a week of having reported, I called Telkom for a follow-up, I was told not to worry as they would still revert to me. I mentioned that I cannot not worry as R699 was being debited off my account, while I had no coverage still. I started calling Telkom daily, with no positive outcome until in one of my calls, I was told that according to their system, someone had called me and sorted the matter out! I was livid and reassured the lady on the phone that I would not still be calling if that were the case, and asked her to update her records as such.
To-date, the matter has not been sorted, I have called, I have asked their cancellations department to send me cancellation forms, which I did complete and returned on the 25th April. That didnt matter as at the end of the month, they still debited my account with R699. They kept sending me statements as well with the amount in arrears growing every month. The current bill is R2010. To make the matters worse, they handed me over to Nudebt collectors. I explained the matter to them, and they gave promises that they would discuss with Telkom, but I would get threatening sms-es the following week giving me 48 hour ultimatums to settle the amount or I would be blacklisted. Nudebt started debiting my account themselves directly from my bank. I have reversed all the amounts each time Telkom and Nudebt debited money from my account. I have done 6 reversals in total, which is very bad for my record.
I still dont have a solution, the matter is not resolved.

I have sent 3 cancellation requests to Telkom (5 April 2016; 14 June 2016 and 11 July 2016) to cancel my landline and adsl line.
All they do is send an automated response without ever following up. I would like to take up a fibre offer with another supplier and I can't do this until Telkom cancels my contract.
I am month to month with Telkom, it should be an easy process.

I am ready to take them to the consumer complaints board as no supplier can make it difficult to cancel a contract.

Regards,
Graham

I have a telkom email address for which i pay telkom an amount of r15.69 per month. I have recently (april 2016) opened an account with capitec bank and transferred all of my debit orders within minutes (done by a capitec consultant who was exceptionally helpful). When trying to do this with telkom with the assistance of capitec, telkom stated that they couldn't find me on the system although i have a statement from them stating my account number, my email address + the amount being debited from my absa account. I find it very strange that they are able to debit my account on a monthly statement with the amount stated on the statement and yet they say that they cannot find me on their system. Telkom are still debitting my absa account with an amount of r15.69 per month and i am being penalised by absa with interest as the account is sitting in a dormant state. It doesn't matter who at telkom i send this to or how much i threaten them legally, no one seems to be bothered or efficient enough to handle this. I have just spoken to someone at telkom - in their technical department and she was going to transfer me to the billing department who i have emailed previously but she refused to give me her full name when asked - i always take peoples names down for following up. I just dont know what to do anymore. Please contact me on [protected] to advise me. I really hope that you can help me.

In May I had issues with my adsl line which to present has not been resolved. Twice my 4mb line has been crossed with a 2mb line which are Telkom Adsl clients. When I log a fault (which has been done 6 times, I get a sms saying "tested and found to be free of defects"!
Yes, my line is working...my download speed is 0.42mb and my upload speed is 0.44 so why am I paying for a 4mb line? Clearly to satisfy Telkom customers. If I phone to log a fault and ask to speak to a manager, the line is left open for 15 minutes then disconnected. I was given a number for complaints and waited 45 minutes before giving up. Can someone advise me as to who I can get to investigate this matter with regards to fraud.

on the 5th July I made an EFT and cleared it immediately for my mobile line the 6th July I called the call center I was told to send my bank statement and proof of payment to confirm the payment of which I did that, to my surprise on the 13th July I got an sms saying my line will be terminated due to non payment I made a called again I was told to send the proof of payment and bank statement for the second time and I did send it again I called they confirmed that they receive it all is well, on the 22nd July my line was terminated the 23rd I called inquiring why was i cut off, I was told my account is up to date they don't know why was it terminated and they promised to escalate the matter to people who must unsuspended my line but was not helped I called them every hour with no luck I requested to speak to team leader he promised to assist but with no luck nothing happened I have 3 line with Telkom but only mine which was cut off don't understand why didn't they cut all lines. until now my line is off the team leader promised to email me feedback nothing happened after I explain to him that this is my MAIN line

Cancellation accoun​t​
: [protected]

Handover reference: mdbcs [protected]

I am really really tired of the unprofessional attitude and services of telkom - the more i try to get this account cancelled the more cost i incur and now i have even been handed over.

The fact of the matter is that my telkom landline has been broken/ down/unusable (not being able to make or receive calls) since the 15th of august 2015:

I have logged a fault report on the 22nd of august 2015.

I went to the telkom shop for assistance where i was informed they do not address faults or cancellations from that office (this is the only office in the helderberg basin serving gordons bay, strand, somerset west etc.)

I was then able to log the fault on the telkom website.

I received a fault log nr which i was able to trace.

By the end of november i was still without a telkom landline, but still being billed.

On the 1st of december i cancelled my service - i received an immediate automated response stating that this account will be addressed within 21 business days, that i will be contacted by a representative. i have not received any calls to date.
( at the same time i requested the account must be amended because i cannot be expected to pay for a service that is out of order and not being able to be used or being fixed.?)

I send in cancellation forms again on the 19th of february 2016. again receiving an automated response and again not getting any contact or feedback - in the meantime the accounts have been piling up.

I later payed the balance of the last invoice where i was billed for actual usages, and again asked for the account to be rectified.

I have not received any contact from telkom to date.

I have now received a notification that i have been handed over - this means that my credit validation will be influenced as a result of telkom's incompetence and lack of professional courtesy and down right bad practices - this is frustrating because this is why our country is in the mess it is.

People just don't have any form of respect or any kind of value system, no pride in their work and absolutely no work ethics at all- if i had to judge it by the news about corruption and fraud etc and the high ranking politicians, various ceo's, coo's, cfo's and who knows how many more higher and lower ranking business people of all major companies including telkom and our government- i feel sad for this country and the people that go through this same problems that does not have the education or know how of how to defend themselves and problems like this i am now facing with telkom one year later.

I have again just now typed in my fault logging and it shows that it is still in progress as from august 2015

On Saturday, 9 July 2016, I reported a fault to Telkom's Customer Service Department.
My fixed line just died with no voice or Internet access.

On the 13th, the matter was escalated with reference# 876295.

To date, the problem has not been resolved, and the only excuse Telkom offers is that they do not have enough technicians in the field.
Apparently, it is a broken cable.

I have called the Customer Service Centre twice a day for the past two weeks, and the problem is not getting any closer to being solved.

I would appreciate a commitment from Telkom as to when my service will be up and running again.

I went to a telkom store in alberton in december last year (2015) requesting them to cancel my contract. They gave me forms and said I must send it.

On the 8th of december 2015 I sent the forms only received the automated email with no ref number.

I have been in contact with the call centre ever since.
I spoke to mathapelo, noniko, ngozo, tumisang & sandra.

Also got promised a call back from team leader thenjiwe nhlapo and she have never called me back.

Today I spoke to a nonjabulo who whom I again forwarded the email that I had sent in december.

She responded by saying the cancellations department advised that I must do the cancellation via the store.

I fail to understand how I never received a email from any of the agents to advise that I must do the cancellation via the store seeing that the format that I sent the documents are apparently not "allowed".

I fail to understand the incompetency. After speaking to almost 5 diffrent people and none of them could give me that information.

I would like telkom to cancel my contract with immediate effect.

I amd very unhappy with the services that I have received the call centre as well as the store in alberton.

I run a small business from home and depend on fast reliable internet service. I have a business contract with telkom as well.

During the beginning of june, I filled in the online form on the internet for telkom to come out to my business to demonstrate the lte service. No one called me not did anyone come out. Due to the limited number of available slots at r599.00, I applied for the lte service online and I made arrangements for my fixed telkom adsl line to be disconnected.

I received the lte router on the 13th of june and on the 16th of june I started logging faults almost daily, however the agents said that they cannot help even though they are aware that the lte line quality is unacceptable they said that I needed to wait for the lte antenna to be installed which will hopefully sort out the signal.

For the past few weeks I have had either no or limited internet access as well as intermittent access since it keeps dropping and it is so slow that the internet browser wont open. Downloads are not possible and even a small file says it ill take a year to download.

I have been into the telkom office in hillcrest for help and all they do is add comment to ref [protected] (One of many refs) logged since 16 june 2016.

I am in possession of an account for r988.00 which needs to be paid, which I absolutely refuse to pay. I need to ask you? Would you be happy to pay for a service for which the installation was not done and it is not working? You wont!. I need to make arrangements to have the router and the antenna returned and for the account to be closed with 0.00 balance. I also need my adsl line [protected] to be activated again at no cost.

I have done and tried everything in my power to get telkom to come out and install the lte antenna and get the service up but I am being ignored (I have been chatting to telkom on hello peter, on facebook and making calls to 081180). I worked for telkom for 23 years and have always been a loyal ambassador, however now I am highly disgusted at the level of service telkom is giving or shall I say not giving.

Please contact me urgently on [protected] or [protected] to let me know where I can return the lte equipment to once you have arranged for my fixed adsl [protected] to be activated again at no cost.

Your urgent co-operation will be appreciated.

Kind regards
Wanda horsfield
Id: [protected]

As of May 2016 we requested for Telkom to move lines for us from our offices in Jacobs to Pinetown. A technician came and discovered that the cable and the wooden pole needs to be changed first before the lines can be moved the process was going to take about 7-10 working days. We were willing to wait for those days and. On the 8th of June a technician came to sort out the cables and the pole but he never finish what he was gonna do and promised to come back on Friday the 10th of June. He never came and we have be phoning ever since asking when is he coming back to finish the cabling and we have been getting empty promises saying they will contact us within 48 hours but we have never got any call form them. One lady I spoke to said he will come on the 28th of June but even on that day he never came. When I called another lady I spoke to said nothing is scheduled on our order as. We have been left hanging ever since because even our line was disconnected by the first technician who told us to replace the cables and the pole. We are now using a prepaid phone it been over a month now we cant even install the internet because we don't have the network as yet. Please fix this issue as soon as possible because we cant go on like this it costing us way to much to use a prepaid phone and it hold of loot of this as we need to install network cables and be able to access the network. We have be using telkom ever since the company was establish and it keeps on disappointing us but we have been loyal.

([protected] phone number in question)
Zandile Zungu
Lungelihle Trading Enterprise
[protected]

Telkom

I have cancelled my adsl line in march, june 2016 I was still being billed after cancellation, I phoned telkom numerous times to tell them they must cancel the adsl where is the service there. After I spoke to the customer care billing department to credit me they said it will take 7 working days they, dont want to put me through to a manager when I ask (Why do they get paid or have manager if they dont take a call. Useless people) in 2 days they have cancelled the internet and the house phone, but my request was clear to just cancel adsl (Internet) we have been with telkom 20 years they dont care, we have ill (Sick) people at the house that needs the phone they dont care telkom owes me money not the other way around.
After today's phone call again they said to me I owed them money and they gave me over to lawyers for a july billing (clearly they can bill a person for internet and a house phone that is not active! And give you over the lawyers, july you pay end off july). I am sick of telkom all of this is their fault by the customer gets blamed. I will recommend that a person think twice before you go the telkom.

They cannot tell me why I am owing them money (The breakdown) they gave me the lawyers number that is actually a debt acounts they said to me they made numerous complaints with telkom they are not there lawyers ([protected])

In 3 days telkom screwed up my account and handed me over for a mistake they made

I have reference numbers, names ref:[protected], ref:[protected], ref27927076, ref27842163, ref27979972

Why do you have a customer care center if 10 different people tell you something different or why is there ref number : if they dont use it

I challenge a manger to phone me [protected] and earn actually there salary

Same happen to me as this person (Telkom have charged me for a line rental when the telephone was not working,
Whilst disputing the accounts record and calling many times I have received a non-existant service and the communication between their technical fault and accounts department has been abismal!
They have now transferred the matter onto a debt collector as they are unable to answer my questions regarding the account. )