Telkom SA SOC
Reviews and Complaints

9th March 2017
I sent an email to [protected]@telkom.co.za with the requested document to cancel my DSL service. No response. Only a auto-response.

20th March 2017
Sent a follow up email. No response. Only a auto-response.

10th April 2017
Sent another follow up email on my request to cancel my service. No response.

20th April 2017
Spoke to a service representative on 10210 and sent another email to escalate the request to [protected]@telkom.co.za.

8th May 2017
Received an invoice - still been charged for the DSL service that I requested to be cancelled in March 2017.

8th May 2017
Sent another follow up email to [protected]@telkom.co.za and [protected]@telkom.co.za to find out what is going on and why I am still been charged and nothing been cancelled. NO RESPONSE.

9th May 2017
Called 10210 this time spoke to [protected]@telkom.co.za and forwarded the original request from 9th March to be told it is to be escalated. NO RESPONSE THAT THIS HAS BEEN DONE.

Unbelievable lack of customer service from Telkom. I want my charges to reversed for DSL as of 1 April 2017 and to have a new statement issued and correspondence to the effect that they have a) received my request and b) have done what they have been requested to do.

Never again will I recommend Telkom to anyone ever again. Sort out your customer service enquiries division.

I ytook out the adsl special hat ran in April and we told that the technician that came to install would come with my modem. After asking repeatedly of they were sure I wad sent on my way with assurances hat I would get my modem when the technician came. Despite the promise that was me to me in store j once again had to go to telkom clearwater mall to go and pick up my modem. I was put in one que and then moved to another while staff argued with one another as to where I need to go to get my modem. I have been waiting for over 30 minutes and still nobody can tell me where I need to go and who to speak to to pick up a modem that I was told I would get from the technician. The service is deplorable and the staff are not at all helpful. If I had known all of this when I got the special I would rather not have bothered with it and chosen a different service provider. If your own staff do not know what they are doing how can you expect customers to be happy with he service they get and to keep using telkom as a provider.

I wanted to used my number abroad and I was told to fill in some form and I did only to find out Telkom does not have international roaming for prepaid user and that I can't use my number abroad which I found to be strange. I emailed the form only to find out Telkom only offers sms roaming on prepaid numbers, which was not a problem for me as long as I could still use my number. 4 weeks down the line I'm still waiting for the activation or some sign that something is being done but nothing! A huge inconvenience as I depend on that number as an exchange programme student.

Hi around Feb/march i subscribed for a freeme for R59 that was advertised as an adfon to my current package and would run 30days recurring.oncr i applied i recieved a message to say that R59 was debited of my account and this package will run for 7days only .since then i have been charged R59 everymonth and nobody seems to be able to help.i have called numerous timea and have been to the telkom store gateway to no avail

Good Day, I was billed on two separate accounts for the same service (ADSL)R799 Uncapp, after weeks of calling and emailing this was resolved. Now I get another statement from the account which was supposed to be closed with a credit balance. When i queried with the Telkom Chat service they give me an entirely different balance saying that I am in debit.

I applied 6 weeks go for a ADSL special that ran in April 2017. Did the application, finalized the paperwork, and a date was given for installation. This date came and went. When I phoned Telkom on 10210, I was told that there was a problem with the ADSL hub in our area to be fixed. Then I was given a reference number (160511221A) installation date of the following Tuesday, 18 April. Again this date came and went without installation. We found another number [protected] which we phoned, but we got the run around again and no real answers as to why appointments weren't kept. Then I was scheduled for installation again 25 April which was just a repeat of the previous week's - no installation.

On Friday, 28th someone else phoned to schedule yet another appointment for 2 May, which we were told will definitely happen. It was the escalated and I was given another reference number (979945).
When we asked why it wasn't done before, we were told that the problem with the ADSL hub ad been finally fixed on 26 April so they can schedule installation.

Then this morning (4/5/2047) someone from Telkom phoned to reschedule appointment for next week again and when he got upset out another postponement, she told my husband that he never answers his phone when technicians phone him and they're getting tired of him. At this point his blood was boiling and he put the phone down. Because of the nature of my husband's work, his phone is always on, and there is no record in the call logs from the technician we were given the number for. No respect for clients and once again...no installation was done!

When I phoned on 4 May 2017, I was told that the matter has been escalated and installation will be done on 5 May 2017. When I phoned again today to enquire why installation was not done, I flipped my lid as the callcentre agents are incompetent in giving through the correct information. I was told that the matter was now with the operations manager.

I demanded to be put through to his office as no one gets back to me with any feedback. After holding another 15 minutes, I was put through to Michael, who I was told is the operations manager. He then told me that a manager will be going out tomorrow morning (6/5/2017) to check if the work was completed on the ADSL hub from 3 weeks ago. He also said that the installation can't be done without this manager signing off that the lines are now working as they should. By now he sounded like he was reading off a preset script...

I asked him why didn't the call centre guys have this relevant information, which would go a long way to helping customers correctly, he told me that if they log into a customers profile, the just look at the first info re dates and assume that it's right. i the told him that the staff needs to be retrained then as they don't seem to know what they're doing!

I have given Michael my office and personal cell number to inform me tomorrow about the findings and to schedule yet another installation. Lets see if he holds to his promise.

I have since Feb 2017 difficulty accessing my internet. I logged a technical issue with your call center (Ref: [protected] d/d 10 Feb 2017) requesting someone to inspect my signal strength and uptime on my rooter. No response, yet full payment on the inv was made. I logged another request with your call center (Ref: [protected] d/d 09 Mar 2017) for someone to please have a look at my signal strength and uptime on my rooter. No response, yet the inv was paid in full again. I then logged another request (Ref: [protected] d/d 25 Mar 2017) same problem, access to internet limited and staggered. No response, yet full payment on inv again. I then logged another request for the same problem (Ref: [protected] d/d 08 Aprl 2017) No response, yet i made full payment to the inv again. I then logged another request (Ref: [protected] d/d 28 Aprl 2017) guess what, no response, yet the inv gets paid again. I then phone the 081180 no and spoke to one of the consultants who promised that the matter will be referred to the technical dept (not sure what happen to the previous referrals) and received a new Ref: [protected] d/d 03 May 2017, to which i received a followup call and the technician could only tell me that we will have to wait in line till there is an opening for a technician to come to my premises. So, i have received the new months statement and inv and i am sure payment is expected. What exactly am i paying for? cause, there is no service, i do not have the access to my internet as promise, i dont get my matters resolved. I've just had enough!

Good morning!

I logged a fault on Monday, 1 May 2017, reference number 453CNK020517. My number is [protected]. First I had no internet, and then all of a sudden I had no Telkom line. It's very frustrating. I have been phoning every day to have an update, but the same lame excuse is given - They're working on it. Really?! 5 days? How long does it take to work on a line. I have a contract with Mweb, and I really don't have any problems with them. But I really hope that they will find an alternative partner; Telkom is going to cost them clients!

I need internet for my profession, and my children are UNISA students needing internet. Above all, I am paying my Telkom account EVERY MONTH. I really expect better than this.

Please can I get some feedback asap? I'm not even sure if this email will reach the right people.

Regards
Elizabeth

FAULT: 298CRK070417 - ADSL line not working, was logged on the 7th April 2017. After numerous calls to telkom, a Technician phoned and made an appointment with me. I can unfortunately not remember the tech's name. I arrange with my work to be at home, nobody pitched. It is a month later, i have spent about R3000 on mobile data ( I bought bundles and this is not out of bundle rates - i am bought R3000 worth of Afrihost mobile bundles) nothing has happened so far. Not a phone call, nothing. I complained via Twitter and all i get are generic answer about a supervisor will phone me and so on. I am extremely frustrated and irritated with the whole situation.

Please assist me...

The LTE in the Nigel, gauteng area is super slow. The upload speed is less than 0.8mbps. The download speed is in the evenings 1mbps. Sometime even less.
I have complaint about this before with no successful resolution.

If you have LTE it supposedly to be much faster than 3G and not like EDGE. It seem like there is a time when the speed is much slower but if it is due to high demand then you need to upgrade your system to be able to carry that demand.

Horrible billing service they bill your account on wrong dates almost every month say amounts bounced charge you for their ### service and then the internet im paying for is also garbage disconnects every 5 minutes then to top it off you log a complaint with cust service to resolve it recieve no refrerence just to contact again and find out nothing was logged with them... I have to pay my account manually 90% of the time because of the billing sevice not debiting my account then i get charged for it!

Re: Account No. [protected]

Good day!

A month ago I had a telephone call from the Call Center of Telkom. The lady offered me to change our internet speed from 20 mbps to 40 mbps. Before I agreed to do that I asked her about the price. She told me that if I cut off from my account the "free calls" (I assume this is the Telkom Anytime Extra), the difference will be minimal but she never gave my any figures. She gave me the e- mail address where I can cancel the "free calls" from my landline. I sent an e- mail with my request. Nobody replied to my e- mail and now I can see that I still have to pay for my "free calls" that I do not use.

Not only that. We have only 2 computers at home. We do not download anything from the internet- like movies, music, etc. I watch European TV. Since we changed to 40 mbps there is no difference in the quality of the internet. I have the feeling that I have to pay for something that hasn't been changed.

My requests are to:
1) cancel the "free calls" from my landline.
2) to change back to 20 mbps for my fiber internet.

If this is not the right place to ask for that, please advise where and how to get help. It is always impossible to reach the right people at Telkom when I have any problems either with the fiber, or with the landline, or with my contract.

Kind regards,
Mariola Kirova
[protected]

I have not received any feedback from Telkom. Further to that I have not been refunded an unpaid amount due to the unauthorised debits occurring on my account that has affected my credit profile as well.

CASE NUMBER: [protected]
ID: [protected]
CEL: [protected]

This is very disgusting service indeed and I have no belief in clients experiencing such pathetic service when they have been with the service provider for more than 5 years. I have been contacting Telkom and don't get through, an average of 10 minutes to get through on all attempts and when I got through the agents were confused and not sure how to assist.
I have advised them on the previous unauthorised debit and this was occurring from a contract settled in September 2016.
I am still being debited for a contract concluded with Telkom?. To find that this has happened again in April 2017 post the conversation in March 2017. This is unacceptable and needs to be managed in the quickest time.

Please can you escalate this to your management to assist or intervene.

My statement showing the amount of R1050.00 being deducted on the 27/03/2017 is attached and further the contract amount deducted of R229.00 the 27/03/20178 and the unpaid of R60.00 dated 28/03/2017 that has not been refunded. No formal response or apology has been sent by your organisation.

The next unauthorised debit of R200.94 dated 25/04/2017 has not yet been refunded. The SLA time of 72 hours has been exceeded, as I have contacted on the 28/04/2017 at 11:22 am. I would like to know what's going on?

Please urgently advise or I will take this further via all complaint channels available to voice my issue.

I have been trying to resolve a problem on cell [protected]
Since 28/04/2017 case no [protected] I have made numerous daily calls and no one can tell me what caused the problem or when or how it can be resolved
I think this is very bad service taking 6 days and you cannot even tell the client what the problem is.
You have changed a very happy customer into one that feels he cannot recommend your product as your product as your service went from exellent to very poor

Customer: [protected] TIN: 2950817 (Shawn-Douglas Henderson)

Applied for ADSL line @ Telkom in November. The line was installed in December. Only had 1 week's internet and then it crashed. Needless to say how many calls was made and personal visits to Telkom.

A new ADSL router was delivered but to no avail. Still no internet. Finally a technician, after more fruitless hours spent on the phone and visits to the branch, informed that the old cables were corroded and very old and needs replacement. Apparently a call was logged but till today nobody ever came out.

We finally decided to cancel the contract due to very bad service and we still needed to pay. In other words we payed the deposit of R 750. A payment was made for December and January and still no service were received.

A form was filled in and mailed through and thereafter we took both routers back to Telkom Key Wes whereby the details were filled on the said forms. I cannot begin to say how frustrated we are with going up and down, back and forth, spending how much money on airtime by calling Telkom and finally by visiting Telkom itself.

We are told a different story every time but all comes down to one thing that reversals were done but no refund was made to us. All the while the bill is still running on a monthly basis and we keep on following up with the promise that this matter will be escalated to a Senior person to attend to.

When will this matter be resolved. We didnt want to cancel the service but was forced to. Who in their right mind would want to pay for a service they are not getting at all. It is unacceptable. And Telkom doesnt have a care in the world because they know that they are the only service provider in S.A as far as lines etc are concerned.

Hello

I did make complains against telkom for unasked deducted, but still nothing further proper solving. I am highly expected that they must pay back my R600-ish.

Please see full statement at:

My Telkom account is: [protected]

https://www.hellopeter.com/telkom/reviews/repeat-unsolved-non-deaf-friendly-delayed-to-terminate-contract-ongoing-unasked-deducted-bill-2218236

Regards
Dirkie

I am acting on behalf of my 83 year mother. My mother moved from Witbank, Mpumalanga, South Africa to Gauteng South Africa during January 2017. On the 24th January 2017 an e-mail with the cancellation form was send to consultant Keriha Surajlall and [protected]@telkom.co.za . We haven't heard anything from Telkom and at the end of March 2017 we receive an account for R 550. I phoned the customers services line on the 11th April 2017 and spoke to consultant Josef Boesak who asked me to e-mail him all related documents and correspondence and promised me that he will followup with the relevant departments and revert back to me with a solution. I have e-mailed him all the documents as requested and to date, 2017/05/03, we haven't had any further feedback just another account of R 720.75, delivered at a wrong address even after I have supplied an alternative postal address. As per information supplied by Josef Boesak, the amount carried over to the February account was R 207.20, which we are willing to pay, but we are not willing to pay the rentals for the line for February, March and April 2017 seeing that Telkom has been informed of the cancellation. It is very clear that someone or a department at Telkom SA are not doing their job as they are supposed to, that they don't care about customers and don't care about possible future business even though there have been news that Telkom SA is not doing that well financially.
All I want is to get the line cancelled and the rentals reversed. My mother is not even aware of this problem! Would you like your mother of 83 to be burdened with something like this?

Today, the 2nd May @ 18h00, I went to Carnival Mall to Rica my phone but the older white lady that assisted me with black hair, her named starts with M, forgot her name, was not helpful at all she told me that she will send an e-mail in the morning contrary to what the call centre agent told me hence I rushed to have this done at the Carnival Mall branch to be effective immediately. We have a high crime rate of house breaking and just straight ambush in my neighbourhood. This past long weekend it was just out of hand with lives threatened at gun point. I therefore cannot be without my cellphone. How am I to call the police for help? or even whatsapp the neighbourhood patrol forum.
Please lets us render the services we promise by law to the community. I drove for nothing to that store, wasted my petrol and time. The store closes at 19h00 I was there @ 18h00 an hour before the store closes with my ID green barcoded book and proof of residence, why was I not helped immediately with Rica on my phone? [protected]

Very upset
Mr LN Khumalo
[protected]@hotmail.com

Hi there my name is atif khan on the 15 the Feb 2017 I bought my 1st WiFi router which is on promo 149 a month. They didn't tell me taht there is any extra cost or any connection fee etc even on the pamphlet I didn't see anything like that. However I took another device on 16 the Feb also . They didn't deduct any amount end of Feb but end of March they deducted 1096. And I have been complaining about it but there is no response from them as yet. When I was signing contract I made sure my limit when I tan out of data is minimal to 1 rand . However Telkom hasn't come back to me and explained anything about deducting so extra amount. I need help please

I am miss. Du Toit tel no [protected]. Telkom gave me one year free calls to Telkom and Telkom mobile numbers. In the beginning of March they said that that that first year or free calls was finished and sent me a SMS that I can activate a 500 mb free for R59 but no where did it say that that product is only valid for 7 days. I activated it and then realized that it was only valid for 7 days. I contacted Telkom and they told me that it was supposed to be valid for 31 days. They said that they will rectifie it but every month the deducted the money and dit nothing. Every time Telkom just said that they are working on it and it will be rectified but every month they take my money. I don't know what to do because Telkom does not help me and is taking my money every month. I asked them many times to cancel it but thy don't thy just keep on deducting my money