Telkom SA SOC
Reviews and Complaints

Many logged for slow ADSL line. e.g. 161CEK270717 and FAULT 124CEK280717
ADSL speed drops to almost 0 in the evenings.
The last fault reported 28/07/2017
Someone came to investigate around 04/08/2017 Said they would phone to find out if I could see any improvement. No-one called.
Received an SMS on 09/08/2017 saying fault still being attended to, but to check online for progress.
This fault and all other previous ones are shown as unresolved. I called the fault progress line and the lady said the call had been closed!

So the Telkom App is not being updated properly, and my issue remains unresolved.

Good Day

Please could you assist me with a query that I have logged with Telkom mobile in April this year and remains unresolved

I have logged a query with regards to the Contract taken as follows:

• Package: On concluding the Telephonic contract, I clearly indicated to the Consultant that I need a capped data contract.
This was not done as my bill in the 2nd month escalated to R600.00
After many visits to the Ballito branch and a complaint done about the limit and the package, this was not resolved,
As in April I received another bill exceeding R600.00. To date there has been no resolution and credit to my account

• Debit Order: I clearly indicated to the Consultant I do not want to be on debit order as I prefer to monitor my bill, despite
My instruction, I was put on debit.

• I have requested the debit order to be cancelled in March 2017 and many visits thereafter, the debit order has still not been cancelled
And I await my refund for the overcharges.

Please can you assist me

Priscilla Naidoo

[protected]

serves as a formal complain to regarding my device Samsung S6. I took the device for screen repairs on the 05th March 2017. The device came back .

On the 22nd July the device started overheating and after few hours it went blank, since then it didn't switch on. I took it to Telkom Woodlands and they booked it for repairs.

I got an sms that the device is deemed out of warranty and given a quote of R7287, 19.

I do not have my phoun now and do not agree with the above quote because of the following reasons.

1. The device is still under warranty, I bought it on the 29th August 2016. I do not understand why I am told its deemed out of warranty

2. The device now is dead and cannot switch on, that for me its not my fault and I believe there is some fault with the device. What will I do with a device which does not switch on?

3. Softwares were updated when I took it for screen repairs, maybe something could have happened leading to the phoun overheating.

When i called telkom, two agents gave me different email adddress which both ddnt go through, [protected]@telkom.co.za and [protected]@telkom.co.za. The third agent told me to go to Hello Peter.

I want Telkom to repair and refund my phoun.

Regards,

[protected]@yahoo.com

I applied for a telephone line and uncapped WiFi 3 months ago first the address was incorrect and a technician came to my house twice to tell me that the address given by telkom was incorrect information i had to go to the store and rectify the mistake thereafter another problem arose which was not even explained to me the technician just said she would be back and never returned I live in pinetown and in this highly evolved technologically advanced era I can't understand how difficult it is to simply supply a serice I am obviously willing to pay for it have lost faith in you telkom your customer care is pathetic your ability to provide at least good service is non existent I am thoroughly disappointed and I will be sure to share this view with all my aqaintences

I have applied during July 2017 for the Smart Office Data Plan at Telkom. The application was sent to 4 different peaple during the time the contract was on special offer. One person acknowledge receipt without a reference number. I receive no feedback since my 1st application on 12 July 2017. Every time I call Telkom sales at 10213 I must speak to a different person. They can't transfer me to the person I spoke to previously.
I sent numerous e mails to the same people I sent the application to. No one is replying.

Good day

I am writing to you out of desperation and after 3 weeks of frustration.

My Telkom Mobile contract was due to complete its 24 month period on 22 July 2017. I duly completed the cancellation form and submitted in at a Telkom store (Westwood Mall, Westville) at the end of June 2017 with reference number [protected] see screenshot below.

I received a call from the cancellation department on or about 10 July 2017, and it was agreed that the cancellation would be effective on 21 July 2017 whereupon I would lose all outstanding data & free minutes, to which I agreed. I was told that I was going to receive a sms with relevant reference which I did not receive. 21 July came and went, and since then I called the call center almost everyday to follow up on my cancellation. In my opinion I was denied my right to cancel my contract; I will be billed for the next cycle which is totally unfair. Eventually, after about 7 or 8 calls and fighting with them, during which time I unsuccessfully left about 2 or 3 messages for their manager Sandile to call me, I managed to get hold of a manager, Lungelo Zikhale ([protected]@telkom.co.za) on 3 August, with call ref [protected]. He asked me to send him an email which I did. On 4 August at about midday my contract was cancelled.

Now I was left with another problem. My contract was cancelled, but my number was not put onto prepaid, which was the clear instruction on the cancellation form as per the advice of the consultant at the Telkom store. On the 4th August I called into the call center and was told by Sandy that my contract and number was cancelled, and my number is inactive. She raised an urgent request to have my number re-instated on prepaid, with reference number [protected]. She escalated this request to her manager.

I have since followed up everyday. One day I spoke to a Felicity who asked me to email her my cancellation form as proof that my instructions were clear, which I did ([protected]@telkom.co.za). I also emailed my cancellation form to the manager Lungelo Zikhale to which I received no response. I have spoken to a consultant everyday. The call was apparently being attended to from Monday 7 August at about 09h00. As I type this email I still don't have my number back. All the consultants tell me that there is no direct access or lines to the relevant department dealing with the issue. That department is in a different building so they cannot physically go there to resolve my issue, and they cannot phone them as well. They can only send emails. The relevant department do not respond to the emails. As a prejudiced consumer, what am I expected to do? Why am I being treated in this manner? It has been a week now and I cannot make or receive any business or personal calls!

I am asking for assistance in resolving my grievances. These people need to be held to account. They are absolutely unjustified in what they are doing.

Please find hereunder screenshot of the cancellation form.

In July 2017, I applied for 20 Mbps capped package but my order was cancelled without informing me telephonically or by SMS. I called Telkom customer care middle July and applied for 10 Mbps. When I followed up on my order, the consultant inform me that my order was incorrectly captured. Telkom seriously needs to look at their staff's competencies because these rotten apples will cause the company to suffer.

[protected]@gmail.com

My landline has been down since the 2nd of July 2017, this will also include my Internet.
I have called Telkom over several times to have the matter fixed, this excludes the four times I have been in store and messaged their Facebook page to enquire about the service delivery.
The response I got from the store was that my land line had been crossed with another person - This was true as the cable had been stolen and repaired but they made an error and crossed the lines.
The lady at the store said there was a few people with that problem and the technicians advised that it will be sorted in two days.
Two days later (9th July) I had no landline again, not even a crossed one.
Everytime I called, the response I got is that the fault is still open and they escalating the issue and a technician will call to check that it's sorted out.
No one called. My reference number that was given is: 445CNK040717
I can't understand why there is such a delay firstly, and secondly is it to much to ask for service delivery considering I pay for it?
If and when I do get back online, I will then have to call their billing department for them to reimburse me. It seems like I'm the only one making an effort here and doing the run around for a service that Telkom is getting paid to render.
Telkom is supposed to be the leader in telecommunications in South Africa but I have to say that their response to fault logging is shocking.

I wanted to pay my cellphone bill early. I check my invoice and the amount due seems too little so I call their call centre. I get the amount due which is on the region of R2400. I ask the consultant if they will still debit my account if I pay now. She confirmed that it wouldn't be debited. I pay immediately. They debit my account anyway about 2 weeks later. Then they charge me a R200 fee for a bounced debit order (this fee is new, they have never done this in the 4 years I've been with them). I lodge a complaint about the fee which instead of getting resolved, gets my account suspended from outgoing calls. Over R200! I just paid them R2400 and they suspend my account over a R200 few that should not have been given in the first place. Since the complaint was ignored I paid them another R250. I wait 72 hours and then call them again to get my account reactivated. The consultant confirmed they received the payment and that my account will be reactivated within 2 hours. I wait another 24 hours and call them again. The consultant tells me I must wait 48 hours and confirms my account is up to date. I wait another 48 hours, still nothing. I call them again and this consultant tells me I now owe a further R1000 odd and my phone won't be reactivated. After going through my bill he sees that this amount due is only for the next bill which is due to be debited in 2 weeks time (on the 15th), bit shows as overdue on their system. 2 months prior I changed my debit order date from the last day of the month to the 15th, this was specifically done so that I can pay them early every month before the debit comes off. Now although my debit order is set for the 15th my account shows overdue by the 1st. Even though I pay them early, they still suspend my account. The consultant now tells me that they are going to debit my account on the 15th and it will be for 2 months (1 month in advance) because of the debit order date that changed. This is after I paid them early and got suspended for no reason, my account now shows as overdue even though it's not. No matter how much I complain and try to resolve it, they do not help, in fact they've taken it further and have now suspended my incoming calls too. Preventing me from running my business, to make money and pay my bills. It's not even the 15th yet, it's only the 9th but I'm suspended for an amount that is due to be debited a week from now which is also more than I'm supposed to pay because they've added on fees and a month in advance. I am powerless against a large company like this. I'm sitting without a phone and I've been a long, paying customer who spends thousands every month with them and always pays my bills. Is this how they treat their loyal customers? Totally unfair.

I had a Telkom mobile contract since Telkom mobile opened their mobile department. Since then I had to huge problems first was with my contact from [protected] the contract was set for 27 months. Then i was billed for it as well. Now with this contact [protected] I have never ever got one invoice for them since the beginning of the contract and every-time contacted them i tell them about it and no change. I then lodged a case with them on the 06/06/2017 and still to date i have not gotten any info from Telkom I have called them 4 times since lodging the case with them.
The Case number: [protected]. Every-time I call them i ask for email to be sent to me and every-time I called I was told a Team leader would call me back. I still waiting on my call back from all the calls. What i want know is for my contract to be cancelled as Telkom has broken there contract with me. Telkom does not care much for their customers and just blocks them out and hope they don't call back. So from what i understand about Telkom contracts and from the time working for them Telkom is in bridge of contract.

Tel number
[protected]

We are paying for a 4 mb/s line

Regular testing with speed test shows the following
1. Often no connection whatsoever . The app states communication or network error
2. Often speeds below 1 mb/ a
3. Often when we are talking to telkom representatives at the Dall center the agents cut us off
4. Sometimes when we complain the service seems to correct itself in minutes from speeds below 1 mb/sec or no service at all to speeds above 2 mb/ sec

For a period of approximately 6 months we were able to watch showmax and download off date catch up. Then all of a sudden of February the service became exceptional unreliable.

I regularly do speed tests .
1. Often no result can be recorded as there is absolutely no connection.
2 I have performed speed tests in the presence of Telkom technicians.
3. Numerous telkom technicians have been to our premises not one has been able to solve the problem.

The following reasons have been provided for the problem.
1. You are too far from the exchange. . . How can this be nothing has changed for six months we had good service with speeds above 2.6mb/sec. How does this change to below 1 mb/sec
2. There is water in the cable . . Nonsense. A speed test within a few minutes of a failed test provides speeds in excess of 1.8 mb/s
3. You have been using too much data so you are being throttled . . . Nonsense we almost never go above 20 gigs and we ate paying for an uncapped line
4. Too many people are connected to your exchange. . . I am inclined to agree that possibly Telkom have oversold the service . This would explain why a threshold point was reached and thereafter the service collapsed

The last technician (your senior technician) Jacques Koopman made the statement that if we complained about the line again we would be charged for the call out. He wanted to move us to a 2 mb/s line which would mean that we would have to cancel our show max subscription. He also said that then the service would not be to bad as the 1 mb/s speeds would constitute at least a 50% service level. What a ridiculous statement to make. Really destroys the remaining goodwill I have toward Telkom

How will Telkom compete when international competition arrives. It is a sad indictment on Telkom management.

I challenge a senior Telkom manager to respond however I do not hold much hope that there will be response to this complaint.

Sincerely
Calvert
Cell number [protected](as I do not have a reliable Telkom line)

Sipho Maseko you're accountable as CEO and this is outrageous.

Atrocious service!
14x days without a landline.
No communication from Telkom and countless calls and all they can tell me is: we have escalated the issue.
What nonsense!

Let me not get started with their phone support line. I've been calling from a cell, 2 HOURS ON HOLD, 45min on hold, 1 HOUR on hold, 55min ON HOLD!
That is just insane and to be frank very very disappointing.
I am completely and utterly ANGRY with you Telkom and all you do, is basically NOTHING!

No wonder all the mobile carriers are getting better! You're getting worse every day!

I need the landline sorted without excuses! With at least some communication, because now it's borderline unethical and basically I am paying for a service I am NOT abetting and all I get is disrespect from Telkom and their call centre.

I will today seek legal action, and I call on all in South Africa to join me in getting a petition to launch an investigation on what is going on with Telkom, because this is outrageous.

14x days without a landline is too long. I'm sure others have had it worse so please respond and let's get Telkom off their desks sorting out the issues, because at this rate it will cripple the country!

Telkom cancelled my phone and put me on a sim only contract

I've never ever had so many troubles in one contract in less than a year. This is my fourth instance where talcum messed up my contract! They have left me on two occasions to pay my entire phone contract amount due to system errors. I will not pay this time! I want this fixed. They have a r400 once off downgrade fee which I have requested. Instead, talcum cancelled that phone contract leaving me with a * device fee again! I want this * fixed right now!

I want my contract fixed. I want it to be downgraded to 1gb with paying my r400 once off downgrade fee. I want my contract cancellation fee to be waivered as I did not request it.

This happened on the 31/07/2017

Email me on [protected]@gmail.com

We have been without a proper telephone line and adsl line niw for more than 2 weeks. A new phone line and pole needs to be installed at 61 chief mgiyeni street white river under telkom reference num 303ctk060717. The technician rocked up unexpectately and without an appointment on friday afternoon while we had another appoinrment. They promosed to install the cable and pole on monday 7 august and again nothing happened. I called the call centre yesterday and after 20 min i managed to speak to a comsultant that told me he eould dpeak to the technician i was put on hold for that. After another 5 min the call was cut and i went over to rater my experience with the agent without me getting sn answer seriously?

Please this is in connection with landline num0137512516 61 chieg mgiyeni white river. We cannot do any work without an internet and landline. And please make an appointment which you stick by

I has a deduction that didnt go off my account beginning of July from an account that I dont always use. When I niticed this, I transfered that amount into that account. Then I saw a different amount being deducted, but I only transfered enough for the first amount. I phoned Telkom, and the explained it was a penalty that Telkom charges that got added to the first amount. The first amount was R600, that amount I eft to telkom, the penalty amount I also eft a day or 2 later. Then after that, I got a notice saying that R1241 is being deducted from my account, (money not being available obviously). When the money was available, got deducted immediately. Telkom cannot tel me what that huge amount was for, and havent gotten back to me once since contacting them countless times. The person I mailed was Sthembile Msomi. I challenge you to listen to all the recordings, and also send me coppies please. TelkomMobile must rectify this ASAP. IM VERY unhappy with the service ive been receiving.

My name is Andre Nel
Mobile: [protected]

Case numbers : [protected] & [protected]
on the 09/06/2017 I went to the telkom store in creta to take out a new cellphone, once the deal has been finalized, I requested a number swap, from the 09/06/2017 I have spoken to numerous people at the call centre to sort this out and no one seems to care to update me regarding this issue, instead the number I had has been changed without my consent and now I have a number that I don't want to use.
All I asked was to swap my pre-paid number to my contract number and I wanted to keep both numbers now I have a completely different number .
I have been calling consistently with out success its been two months
If they cannot swap the two numbers, than they should just give me my old number back.
The numbers in question is: [protected] and [protected].
Another thing it wont do any one any harm just call your customers back if you unable to assist.

I got a mobile contract through a telesales women from Telkom. The goods were sent to me via courier but when I realized it is only a wifi router and not a phone I immediately called to cancel and was told that a courier will collect the goods for a reversal. This cancelation was done within the 5 day cool off period. I have sent proof of the courier waybill and still I am being charged for goods I sent back and the dispute is still open. My Ref: TLM151951620
My dispute reference number: [protected].
The goods were sent back on the 19th of April 2017. I have made numerous calls and everytime get told the dispute is not yet resolved. Please sort this out as I still wish to buy a mobile phone with Telkom.

I was convinced by Nadia over the phone to buy this Huawei router in January 2017. It was eventually delivered by courier, with the understanding if it does not work I can return it within a week. It took 2 weeks to activate the sim card. After many calls to the helpcentre it was discovered that there is no coverage for this service in my area. Then began the huge problem to return the device. The courier company now said we were not within their delivery area. After two visits, with the device to telkom shops, I had to take it back to the courier company. The shops would not take it as it was not sent by them. On 2 May 2017 I gave it back to the company Courier IT to return to sender, of which I have proof. But Telkom keeps deducting R192 per month for this totally USELESS device and no service at all. By now Telkom owes me R1262, 92. Please stop deducting money from my account, and pay bme back what you owe me. Reference no 1643495. My ID [protected]. I have sent e-mails on other telkom sites but get no reaction at all. Telkom is fast to sell but has poor service!

Hi still waiting for installation from 06 July 2017, the pipes is installed since then no installation has been done. On Monday 07/08/17 the cables was done, the guy who did it has tested the box outside were he as connected the cables and he has tested the box inside the flat, and he said the following AND I REPEAT "EVERTHING IS RIGHT NOW WE ONLY WAITING NOW FOR THE GUY TO COME WITH THE WI-FI AND TELEPHONE I WILL WAIT FOR HIM" after few minutes the guy said the following AND I REPEAT AGAIN "WE WILL BE BACK TOMORROW 08/08/17 BECAUSE THAT OTHER GUY STILL HAVE OTHER JOBS TO DO" still waiting for installation. Please help.

Good day,

I have tried buy out of my contract as the fees are ridiculous and not at all what was told to me by the original sales agent. I was suppose to pay only R 192 per month yet between April 2017 and the 5th of June i was charged R1839.98. I had to settle that amount with them before i was allowed to put in a query. I settled that amount on the 08/06/2017. I paid and requested immediate settlement amount from Telkom, as i told them i wanted to buy out. About three weeks later a agent called and we had a lengthy chat about the account and my complaint. He then proceeded to give me give me a settlement amount which i paid on the 29th of July R 1972.74 I have now paid yet I am still receiving billing for Telkom. My account number is [protected].

I can not see how you are legally allowed to charge fees for things that people are not even using. I have not used that sim card in almost two months and it is in my handbag. So how do you explain all the charges. All i want to do is settle this which is what i thought i did but clearly not according to Telkom. Please can someone assist me with finalizing this matter.