Telkom SA SOC
Reviews and Complaints

My letter to Hello Peter.

Telkom's unacceptable 'quick fixes!'
I am absolutely fed up with reporting and escalating my ADSL line problems to Telkom. These are the dates:

Fault 2345592 0 23 May
Fault 2349765 5 28 May
Fault 2364520 2 8 June
Escalation 1113891 11 June - No word from Telkom to date

The line speeds rise and fall throughout each and every day so much so we cannot even enjoy a single movie at night without constant buffering and resorting to calling Telkom to try and get asolution. The speed tests range from a pathetic 0 through to a rare 3, 6 if we are lucky.
When we phone in they reset the port or recreate a port. This is always just a temporary fix.
A technician came to our complex and put us on a different pair of wires between our unit and the telkom box within our complex. This too has been unsuccessful and was also a temporary fix. We are always pressured into confirming that the line is working after 12 to 24 hours. The reality is that the line plays up after a few hours and the problem starts all over again.
We spoke to a Telkom cable technician working in our complex on a fault for another unit. He complained about the Telkom cables being in a mess but stated that after he reported it, Telkom complained about a lack of funds to rectify it!
Why are we being given temporary 24 hr fixes?! This is totally unacceptable! I have to use my MTN data on my phone to send business emails each day because your line speeds are so unreliable. Why are we receiving such pathetic service and paying for it? We need a permanent and urgent fix. How many more weeks, phone calls and Hello Peter reports do you need before our line is fully functional with what Telkom advertises and promises in terms of our monthly package. Perhaps Telkom is not capable of supplying the service we pay for.
I found out the email address of the person to whom the fault was escalated. Please see below:
Victor Parsonage
To:
[protected]@telkom.co.za

Jun 21 at 7:05 AM

Hi Eric

I believe our problem (see below) was escalated to you on the 12 June 2018.

Should I not hear from you today I am going to the press and escalating it further with Telkom. Your ' customer service' is totally unaccepatable!

We are trying to run our business from home and this problem has been going on for over a month.

Can you please explain why you have done nothing?

Further action pending.

Please contact me on the cell number provided and not on the land line.

Regards
Mrs H Parsonage
[protected]

I have phoned Telkom at least 10 time times and the customercare person says I must be patient. It has been a month already!

In August 2017, I applied on line for the August deal that was 10gb anytime + 10gb night time and later got called by one of Telkom's sales agents for finalisation .We however received 20gb anytime which is double the price of August deal of R199. This I realised when I received my first statement billed R882.81 and registered a complaint with the Telkom branch in East London and got a case number [protected].
This has been going on and ridiculous monthly installments deducted from August 2017 to May 2018.Only on the 18th May I was contacted by one of the consultants Ms K Dladla to confirm that they listened to their recording and realised that I was offered a wrong package and that I will be refunded R3200.00 by the 25th May and gave me a ref no 2302 4943.
To date I have not received the refund that was due on the 25 May 2018.

I stay in kuilsriver cape town I have logged calls (7) via cellphone as well as work internet regarding my landline and internet that is off for two weeks (9 june 2018 - 20 june 2018) already. I am desperate as my daughter is doing her exams via internet and this is a major problem. I dont get feedback what can I do? Telkom promised to send a technician on monday (18 june 2018) I am a housewife and nobody was here. Apparently this is due to a cable problem but none of my neighbours are affected. I am also paying for netflix and I can not use it.

On 25 April 2018 I bought 5gig data via my banking app which was not loaded for some reason .I received an sms that it would loaded shortly which did not happen . I escalated the query to Telkom ( Irene branch) who requested my bank statement so they submit the documents on my behalf . I received no feedback until 20 May when I received a call to resubmit my bank statement which I did . I kept following up with no joy as I was always asked to resubmit my bank statement which i did right until 24 May 2018 . On 31 May I got a call confirming receipt f my documents and assuring me that the data would be loaded in 72 hours . Ever since I have been following up and no one can give me an answer on why the data is not loaded, instead al I get is promised that team leaders will call me and does not materialize .
Can you please assist me in putting this matter to rest or refund me my money so I an move to another network .

In 15 months since this company have me 28 days notice until the termination of my contract, I have received and paid monthly statements because they refuse to investigate unless the account is paid in full. Yet, despite calling, emailing, fault logging, going in store, online and to social media, nothing has been done by telkom to resolve this, reimburse me or even contact me.

I have lodged a complaint since 21March regarding a account payment of R815 due 1 April. this would have been for usage for February month.
I am aware and signed up for R99 deal and a R199 deal. In total i pay R300 per month. when i queried this amount of R815 they said i used out of data bundle data on the 28th of the month for R498. I explained but i never opted to have this facility. and very strict on how i use data. I still had a 3gig data on that last day of the month and only tried to use that up. So Telkom unknowingly allowed me to go into a out of bundle data usage.
I have logged Hello Peter complaints and refused to pay the R498, this was not disclosed to me and i unaware of the usage. I have not made provision for them to debit the R815. and have paid R300 in by eft end April and R300 end May.
So my query has not been resolved as i said i refuse to pay that R498. they can cancel my contract, collect their phone and use the rest of the packaged deal as a cancellation fee.
Im so sick of Telkom currently - so they still give my data every month, and i don't want them to give it, as we have a dispute at hand. im being forced to make use of this and i want them to cancel everything.
I will only proceed if they reverse that R498 .
Oh now i get a sms that i owe Telkom R1357.49, so from R815 - this changes to R1357 - how the hell.

Erf 1025 Sea Point, Cape Town is undergoing development. The owner and developer (Berman Brothers Group - BBG) claim that cables that have been laid within our property (Erf 1030) were laid by Telkom (on behalf of OpenServe).

At no time were we consulted with and we have not given anyone permission to place fibre or any other type of cabling on our property.

In the developers correspondence with OpenServe, they dealt with someone named Erica [protected]@openserve.co.za and refer to a wayleave application.

You may contact the developer, [protected]@bermanbros.co.za or at BBG +[protected]

We have made numerous requests for them to remove the illegal cables but they blame Telkom. We want the illegal cables removed from our property.

The attached photos show the cables (1) as they are now on our property, (2) where they were located last year and (3) where they were before construction commenced.

Barbara Southworth

Please help. We have apply for a package at Telkom { home edition 4) and after a long wait the line was installed. as part of the package there is a free 1 gig sim carp included. for a month now we struggle to get that sim working. at first it was 2 weeks of waiting to Rica the sim. and now if you phone the technical department you hear 100 if not more stories. From there is 2 sim cards on the system and we have to wait 24 hours {the 24 hours is more then 2 weeks long} and still nothing happened. this morning we heard our service has been terminated {but we call them on the line that is suppose to be terminated) and then the next story was that the sim is not activated yet and the sim does not show on the system. The one department passes the problem to the next and to make a long story short we don't know who to call anymore. We've been at the Telkom Direct store 3 times( Waterfall mall Rustenburg) regarding this matter and after 2 hours in a waiting line they said the card is fixed we must just phone the technical dept to activate the card. the those people send you from this side to that side. and still we have not a working 1 gig sim that is working. As pensioners it is difficult to cope with all these problems and get nowhere.
The landline nr [protected], Account holder DL van Vuuren.

On the 9th of May 2018 I have asked for my telkom line to be moved at the end of May to a new address. Days after I requested it, we learned that the rental house we were supposed to moved too has been sold. Since then I tried to change the address with Telkom. We already moved 3 weeks ago to our new address and calling Telkom call centre on a daily basis to cancel the first request and transfer the line to the new address.
Everyone at call centre assured me it will be done the same day. It is more than a month later and still nothing. I am paying now for a service that I cannot use. This is not acceptable.

I am waiting for a phone call from Telkom, but nothing.

Telkom contacted us to "upgrade" our ADSL line to a fiber line. The process to get our internet back up was a long and tedious one that took 2 weeks to complete (because Telkom was behind on processing the application).

Secondly, our line has been cut since last night. After numerous calls and incidents logged we still have no positive feedback or an internet connection, nor do we know what the issue is.
We were told by Telkom that the issue is with Vumatel and Vumatel has stated that the issue is with Telkom.
Upon phoning Telkom we were told that they are picking up a 4mb ADSL line, however we converted at to a 20mb fiber line that has been working until this morning.

This is extremely infuriating the call center agents are difficult to work with because they have no idea what's going on with their systems.

On the 19th December my husband sent through a cancellation email to [protected]@telkom.co.za as per instruction from a customer service agent. This email was sent with the cancellation document attached witht the amount to cancel the LTE device/line with the cancellation penalty. Proof of payment was attached.

The subject of the email from george.[protected]@gmail.com was CANCELATION (3355-12492)

I recently realised that the device had never been cancelled on Telkoms side and that I am still being billed and subsequently have a bad credit rating with Trans Union.
I called Telkom to inform them and was firstly told to repay another amount outstanding as at May and a service fee of R800 for the cancellation! I asked to speak to a supervisor and was told that if I had a telkom line at home then the fee would only be R500. We do have uncapped ADSL with Telkom however this is under my fathers name as we are residing in the same home. I was then told that this does not count therefore needed to pay R800 and the additional R500! Needless to say I am furious as I had paid the R1398 in FEb which included the cancellation fee of the device and service and now am being told to pay again!
I refuse to pay anything further as I have followed the correct process, paid what was outstanding and have not been using the device as we have uncapped at home. Instead of an apology for the error on Telkoms end I was told to pay further fees! I forwarded all the proof to [protected]@telkom.co.za on the 29th May and received a reply that this matter was escalated to the correct department.
I have had no call or contact from anyone since.
I will be sharing this complaint across all social media platforms and will not stop until this is resolved and the bad credit rating against my name corrected!

Angelique
[protected]

This has issue has been around since I received the uncapped line whereby I continuously get disconnected due to poor signal or when downloading updates. This gets worse when there is more than 1 person connected to the network. Also when downloading, the download speed has never gone above 250kbs when it should be around 4 MB/s which I have ordered a 4mb/s uncapped line.
I took this package at the beginning of January 2018 which was meant to come with a Lit box, wifi extender and a 1gb smart data sim which how I had to collect weeks after I had the line installed and last month (May 25) I was disconnected and when I inquired why I was disconnected I got told that I had to pay for the Lit box, wifi extender and the sim but it was meant to be part of the package that I ordered, now I am being charged R260.21 for them to reconnect my line. I feel that is a breach of contract as telkom has not done it's job correctly and I will not pay for the reconnection for their incompetence. secondly Telkom needs to solve this issue whereby I keep getting disconnected and to up the browsing above 2mb/s otherwise I demand that I pay for a 2mb line then rather than a 4mb line.

WiFi not working for more that a week now. Was informed that is is due to cable theft and that it will only be functional end of June MAYBE. I will not pay my account for the month of June as the service is not working. Telkom is also currently ignoring all my communications. I want to sue for loss of income and damages. I also want to lay a complaint at the ICASA. My ref number is [protected].

It's not hard to sign up with telkom, but it's the hardest thing in the world to cancel your service with them! I waited for my 24 month contract to expire to adhere to the contract terms and then within the prescribed (by a telkom employee) timeframe, sent it my cancellation request.

My request was ignored completely, so I logged into the telkom.net website and blacklisted the lte sim to see if this would work. Still I was ignored. Then I deregistered the sim to see if this would work, but no luck.

I cancelled my service the first time on 27 march, my bank account has been debited 3 times after that now. It is now june 16th and I have yet to hear from them. I cancelled the debit order with my bank and reported fraud on the transactions, but they still just keep on charging me!

Why is it so difficult to get any service from telkom?! They charged me unfairly 3 times now and their services are exceptionally expensive anyway!

Please stay away from telkom, they're not worth the hassle!

My telkom account number is [protected]

I have complain about my wifi for the last three months without success They promise that they will fixed it They had a person here to check the signal but it is still worst and no reply from telkom regarding this matter I would like to cancelled my service with telkom This is the worst network They should have never sold to me The first year of the contract I had no problems I have vodacom and cell c phones with data and no problem to do streaming I do not think telkom can get near to the other network and telkom break there contrat my number involved The number involved [protected]
ref number 5205625 I hope to hear from you soon
E H Saunders
[protected]

Hello

New mobile ordered at Stellenbosch branch on 2nd June 2018. Today is the 16th and still no phone. I keep being told the Branch manager will get back to me and still no call.
I visited the branch last weekend and was told an email will be sent to the branch manager. I called your call centre and they advised that they will email the store. This is a bloody joke. Your company is wasting customers time. My time is precious so treat it with respect.
I am going to the store again to cancel my order because it can't be done by your call centre. Ridiculous! You people need to catch a serious wake up!

Dear Reader

My service was abruptly ended without a warning. I am very disappointed in Telkom for not even showing me the courtesy by sending a reminder sms that it is time to renew my line which is usually end April to May. It has unfortunately slipped through the cracks this year. I have had this account since 2011. What do I do now? Please I beg you, do not advertise that you are a service orientated business when you are selective.

It is also my understanding that you are trying your utmost to "get rid" of this service and I was an easy pick.

I am disappointed and disgusted in your "service."

Please pop around by my home and collect your handset that I now no longer can use.

Mr. Pa bunge
6 jung ct
Pinetown
Padfield park
3610
Account no [protected]
Eft ref no [protected]

My landline stopped working in october 2017 and I phoned telkom on 31 october ref [protected], I phoned again on 8 november ref [protected] but it was not fixed. Early december it was repaired but after a week the line was off again. I phoned again on 18 december ref. [protected] but still it was not repaired
On 09 01/2018 I send a service cancellation because I was still billed for a landline that has not worked for 2 months. After some more calls and my landline still not working, I received a wireless phone from telkom mid-march, and the technician that brought the phone said I must phone telkom for 4 months credit that line was not working
I have phoned on 14 may 2018 ref [protected], 17 april 2018 ref [protected] and again on 15 june 2018 this time call centre did not want to give a ref. Number she said to use the previous one.
I need credit for 4 months line rental plus vat total r907.00 and if I don't get this telkom can cancel my line they cannot expect I must pay for services I did not receive
This is my last desperate attempt because to seems like your call centre does not help at all.

Mr peter bunge
Cel [protected]

I made a contract for wi fi only and for 10gb / month for r307.50.
Whereby suddenly on the 15 feb 2018 they deducted r880.00. I enquired about it so that said I had and upgrade in january 2018 which I have no consent about. They gave me case nr.[protected] whereby they said is fraud they are going to investigate. With no response at all. I contact various time whereby they said they will come back to in 12 working days. Which never happened?

I stopped my debt order at the bank so that I can get a reaction from telkom. The only thing is they change the amount and charge me extra for doing so.

Then I did an online cancellation at bay west mall telkom on the 18 april 2018 @ 13:33 and they gave me a case nr.[protected] which telkom send me an email that they received the request for service to be cancelled.

On 18 april they confirm with sms :"your query will be attended to. Your case number is [protected]."
On the 9 may 2018 they send sms saying: "your case no [protected] is resolved. This is my first case nr for investing the fraudulently upgrade they did. This was the only response I got. Nothing else.

On the 14 may 2018 @ 14:36 I received the two following sms:
"good day, please note that your contract was migrated so sim only deal, which means you paid off the device fee, regards telkom billing."I didn't request a sim only deal.

Still they didn't solve my first enquiry of who upgrade me?

Again: 14 may 2018 stated:"good day, cli have been removed & credit of r81.6 have been passed & the credit will reflect on next invoice. Telkom billing."

I contact them again: on 8 june 2018 and asked why they still deduct if I did a service cancellation request on 18 april 2018. So this guy ntsako baloyi told me to go to telkom shop so that they can send him a trail of cancellation. The shop didn't know what he is talking about. So I asked them to email my printout email to him. Which they did? I came home and forwarded him the request of cancellation form my private mail and till now nothing had happened. They still deduct the payment.

On 15 june 2018 I went to another telkom shop in greenacres port elizabeth to ask them to assist me.
Nowhere on their system is to be found my cancellation request.
So the lady at the shop requests me a dispute of cancellation with case nr. [protected].
I'm still waiting. I don't know what to do because I can't reach any manager to assist me.

I insist that telkom cancel my contract with them from the day they upgrade me without my consent. And credit me from all other unnecessary charges they created. This whole thing started from them fraudulently upgraded me.

They don't even have my address correct. E.L. Fourie, 12 greeff avenue ben kamma port elizabeth 6025 acc no. [protected] contact nr. [protected]

After trying to cancel my services account no [protected] via e-mail and then a visit to the branch I am advised that I can only cancel via the electronic portal. On logging the option to cancel does not appear and now it seems that the telkom site is down. I have not had service since early march 2018, have paid the monthly bill as I was advised that they can only attend to fault if my account is up to date. After the long frustration it is very difficult to cancel my service.