Telkom SA SOC
Reviews and Complaints

Both my telephone line and WiFi line is off since 2017-03-31. Telkom was contacted (10210) on the same day at approximately 18:00 and my husband, Lesley Bergstedt was informed that the technician will contact us the next day and reference number 157BWK310317 was allocated.

We waited but nobody made contact so I decided to make a call myself on 2017-04-01 at about 14:00. I was told that there is no need for a technician as the problem can be resolved telephonically, also there is no problem that they're detecting that side. The lady then said that I must connect the router and laptop with the yellow cable. I was furious as my battery was also about to die and I couldn't charge it whilst talking. I requested to speak to the manager whom also suggested I connect the above-mentioned. I then told him I'll search for this yellow cable and contact them again.

After 10 minutes I got hold of the cable and spoke to "Lozolo" or "Zolozo" and he said that he can definitely see there's a problem and the"ll first try to fix it on their side. He assured me he'll keep me updated of the progress.

Lesley contacted again at about 16:20 and the lady informed him that she logged it as urgent. Lesley requested to speak to the manager but she told him the manager already left. I'm wondering how can they operate without a manager?

The service is pathetic with service center operators and the manager all have different stories on the same matter. No one is able to help, are the purpose of them just to operate as switch operators/ messengers? Or are they just not properly trained?

Will we get our money back for the days that we have no benefit of the land line and WiFi. What about all the long calls made and airtime?

Taryn Bergstedt

Good day

Please help me im beng billed too much, I was billed for February R150 TWICE on 2017/03/02 and on 2017/02/28 R733.94, I did not agree to this billing. According to me I should pay only R188?

My ID is [protected], adress is 17B Budd street Vanderbijlpark and other NR is [protected].
Im also now informed on telkom app that my bill so far is R759, how is that possible? Im only using the free data and nothing more.

Im very unhappy with telkom I did not agree to this and dont want this, I agreed to pay R188 a month not a cent more, I cannot afford to pay R1200 to telkom thats ridiculous.

Telkom gave me false information for this product.

I want these two simcards to be deactivated immediately please. Im removing these sim cards and destroying them as well.

I want all my overcharged money paid back to me or I will open a criminal case of fraud against Telkom

Please help me in this regard please I cant afford all of these overcharged amounts.

Carol Townshend

Two cellphone accounts were opened in my name fraudulantly. I have submitted my affidavit to them and have been told that they are working on it. However I am trying to get a copy of the documentation which was handed into telkom when opening up these contracts so that I can see who's picture was on the ID copy handed in to telkom, as well as find out which branch these contracts were opened up, as this same person has opened up other accounts in my name too. I urgently need to get a copy of these documents but nobody at Telkom seems to know how I can get them or is willing to help me out.

I find this unacceptable as it is MY name and MY life that is being played with here

Please can someone assist me in getting a copy of that information to me urgently

I am a 70 year old pensioner and I did not request the internet. All I wanted was the phone line. Telkom is charging me for the internet every month on my bill and I cannot afford to pay for it. I've spoke to numerous people at Telkom and no one is helping me. I need help with my telkom account. I just want to pay for calls and the line rental. Not for adsl line and data and all of that which I did not request. Please can someone help me.

30 March 2017
[protected]

I applied for ADSL to my home in December 2017. When I applied I gave proof of my address and the address was filled in on the application form. I also needed to complete the debit order section or I would not get the ADSL as per the consultant at your Gateway Branch.
I went to your Shelly Beach Branch to obtain a print out of my account after my ADSL was suspended. On my account it shows an old address which I have not been staying at since 2014 and this is where the accounts have been sent to. The debit order was never loaded as well.

I spoke to your accounts department and they assured me that my address have been changed and a new statement was emailed to me.
No Brainer the old address is still on the account.
Due to the incompetence of the staff that has been dealing with my application and not reading the information provided I now have the inconvenience of being without ADSL/Internet and an account close to R3000. I am a pensioner and now need to find that amount before I can be reconnected.
My suggestion is that either you employ people that are competent, train them properly and make sure that they can read.

This is not the first time that I have been disappointed by the Service that I have received from Telkom.

In January 2017 I applied for a Telkom product and the info than was given did not meet my expertations. I was unhappy with the product and cancelled the product with in my 7 day period with the lady that sold me the product. All the required documents was send to her and she then confirmed that she received it and I must just sit back while she sorts it out. Since that 1st e mail I have been phoning and e mailing every week because the problem is not sorted and we are now at the end of March. I have spoken to so many people from telkom and each and everyone of them just gave me empty promises. Now they had the scheek to debit my account without my permission and with out resolving my querie. What type of business are they running? I never signed a debit order with them in the first place. Up to now they were to lousey to solve the problem but they go and take money from me for a product I cancelled and haven't even used. Maybe they thought by been sly I will just accept but I am not going to leave it here. I will take all my evidence and e mail correspondence to all the sources available to solve this bad treatment.

I had a contract back in 2014 - I paid the full term of the contact ( 24 month ) in full - almost a year later i noticed money being taken from me via direct debit from Telkom - I called and spoke to a manager who advised me the contract was canceled and there is no monies outstanding as i received a R14 refund what was in credit on the account - A month later i noticed three direct debits being taken from my bank account and no one from telkom can explain to me why - I was advised that they do not remove direct debit from customers account - I was advised by a rude manager that my account is inaccessible and there is nothing she can do - I have been into the telkom store numerous timers only to be shun away as they do not deal with cusotmer service but only sales - I find it hard to believe a HUGE company like Telkom does not have processes in place to help cusotmers - This has to be the worst experience i have ever had with a company maliciously refusing to help with the situation or following up on efforts to help - Today the 29th March 2017 i spoke to another manager who promised to assist me with this but still have not received any form of communication from them - Telkom has no trace of customer service or business ethic - GIVE MY MONEY BACK

Due to an issue on Telkom side, my line has been down for two weeks. My major issue is the lack of service at any of the touch points telkom has to offer. They are aware of the issue and they will resolve. However when no one knows. It is with their "technical" teams, however where or who is attending to the matter no one know. FTTX please MTN/Vodacom. I will happily make the switch over even with an additional cost. For better service I am prepared to pay. Hopefully the issue in the Roodepoort area will be resolved this year still. At the current feedback rate and extremely poor customer service from the contact service where agent are basically it a post box. No skill what so ever. They just basic reference number checkers. That can be achieved using online fault check. What value does telkom want to offer there customers. True cheap does not mean good. And you get what you pay for. So with price reduce comes extremely useless service.

On the 3rd Feb2017 I've reported first fault (# 512CTK030217) ’Cannot receive or make calls’.
A Telkom technician came to my house, and confirmed my telephone line is faulty.

This fault was cleared the 8thFeb2017 via SMS, but still I could not receive call, or make calls.

Load another fault the same day (#133CTK080217) for the same problem.
This fault was cleared the 9thFeb2017), but telephone line was still faulty.

Load another fault the same day (# 108CTK090217) for the same problem.
Got many SMS from Telkom, stating that they are aware of my problem, and working on my problem.

Received reference number is AI272875 from Telkom Social Media Team
after reporting it to another complaining service.

Received REF NO : 14183 for Telkom team to expedite.

On enquiring for progress, I've been told to obtain a 'Virtual and integrated SIM' from Telkom shop, about 500km round trip.

Obtained it(24thMar2017), and was told that my problem would be solved. Arriving home I still could not phone or access the internet.

Phone again from neighbour, and got my fifth number concerning my fault.

Since the 3rd Feb2017, till now, 29th March2017, I can not make or receive calls, and the ASDL is down as well, since 20th March2017

In October 2016, I took out 2 cell phone contracts with Telkom Mobile. At the store at the clear water mall in Rodepoort, the agent told me that the network receiption in my area is 4 G and is very strong. I proceeded to take out the contracts. Immediately i discovered that the network receiption in my area is very poor. Infact no phone calls is able to be made or received when I am at home. I logged a call with Telkom ( Ref [protected]) and have been consistently following up. On the 6th January 2017, Telkom sent out a network technician to my house to discovered that there is a twoer 200m away from my house but this tower does not seem to work. He agreed that the network is terrible. Since then I ahve heard nothing from Telkom.

I repeated call the call centre who advise that they will escalate and someone will call me but nothing ever happens. On the 14th February 2017, I sent through a request to cancel my contract on the basis that I am not receiveing the service I am paying for. I stated the rereference number on the document and emphasised that the cancellation must be without penalties that Telkom is unable to provide the service contracted to be performed. I immediately received a new reference number [protected], with regards to the cancellation via sms. On the 13th March, I received an sms stating that reference [protected] has been resolved. Yet no one called me or came out to my place. To say nothing of the fact that the network receiption remains completely unavailavle in my area.

The only mechanism at my disposal is to call the Telkom call centre, there are no escalation procedures available and every call I make the agent, who is unable to make any decisions, tells me that they will escalate and someone will return my call but this never happens.

I am taking massive business losses as people are unable to reach me after hours and this is causing me serious stresses and Telkom persists in debiting my bank account monthly yet will do nothing to resolve the service issues I have.

My latest call was to the call centre at 14h35 yesterday where I spoke to an agent names Linda. She said to me that her team leader is in a meeting and will call me back immediately. Suffice to say, I am still awaiting that call. I tolder her that I am going to order an stop payment on Telkom with my Bank and she seemed t have no issue with this.

I really need assistance in resolving this as I dont want to order a stop payment but will be willing to do this if I am not being given the service.

I cannot phone that call centre any more as it is a colossal waste of time. Please can someone help me?

Regards

Quinten

[protected]

The phone me and offer me a cordless modem for R149 pm for 24 months they send me an sums and give me a case no [protected]. They told me it will be delivered to me in 14 working days well they did not delivered it to me I still wheat. I want to know what is the problem? They also did not send me an email to tell me what is the problem why the modem is not delivered.

I order the promo deal of R799 for an uncapped Adsl month to month. I opted for a self installation.

ISSUE/ PROBLEM: I do not have a 10mb uncapped ADSL line as there is a metallic inteference on my line. This has been established by YOUR technicians that the fault is with Telkom and some rewiring needs to be completed.

RESOLUTION: Get the technician (Alvin Singh) to come out rewire as he is supposed to so that I can get my 10mb line as was ordered.

This has been my process thus far:
21/02/2017- ordered promo deal of R799 uncapped adsl 10mb line. Month to month. Ordered from Telkom N1 city store (Order 157603482A)
27/02/2017 -called call centre they arranged that technician come out on 8 March 2017.
27/02/2017 - went to Telkom store N1 city spoke to Samier Khan he put on the system that it's a self installation and the line needs to be activated.
01/03/2017 - called Telkom again spoke to Sipho he tested the line he said that there's a fault. He logged the fault 442CWZ010317
06/03/2017- called your call centre again spoke to Ayabonga regarding the above fault. He puts on the system that technicians should come out on 07/03/2017 at 16:00.
07/03/2017 - no technicians arrive I call and speak to Brendan he says someone has been assigned but don't know when they will come.
08/03/2017 - Alvin Singh comes to my house to either install or resolve my ADSL. He did not configure my router/modem but ADSL signal showed active on router. He call me stating that my line is currently only running 6mb as here is a problem on the line and he will check it out he following day and provide me with feedback. My internet is working but not the correct line speed.
14/03/2016 - Telkom technicians come out again. They test the line hey say it's a fault between Telkom and my house. The technician who came initially should retire the cables to the end of the block. On their testing system it shows authentification failed.
15/03/2017 - Alvin Singh calls to say he will be coming to complete the job. He does not come
16/03/2017- I call Alvin Singh asking about when the matter will be resolved he says he is waiting on them to install wiring. I'm not sure whose job this is?. He says I have complimentary internet and he is waiting to get it resolved.
22/03/2017- I get my Telkom bill and no adsl has been charged.
23/03/2017 - I email the Telkom N1 City branch regarding the lack of completion of my order.
28/03/2017 - Log a complaint on Hellopeter. Still no word.

I have been a Telkom subscriber for the past 3-years. I had requested a consultant to change my debit order date from the 5th to the 15th of each month. She had not advised me that the change would take effect from the following month. However, Without permission from me telkom debited my account on the 28th Feb 2017, and Ofcourse it went unpaid because my debit order date was set for the 5th initially. Now telkom wants to charge me a reconnection fee of R200! And then they debit my AGAIN on the 15th March 2017! For an amount that's not even close to what they were supposed to have debited. Now telkom disconnects my service and says until the balance is paid I will remain disconnected. I even have a case opened from THREE WEEKS AGO regarding the reconnection fee, which has not been resolved yet! IMAGINE BEING A LOYAL CUSTOMER OF TELKOM MOBILE FOR THREE YEARS BECAUSE OF FAULTS MADE BT TELKOM MOBILE, I AM BEING DISCONNECTED IN AN INSTANT. TELKOM MOBILE IS THE WORST NETWORK TO BE ON! I WILL NEVER USE THEIR SERVICES AGAIN OR EVEN RECOMMEND IT TO OTHERS!

I had installed an ADSL and telephone line in May 2016. The internet barely worked and I had submitted numerous complaints to the support team by calling on 10210 - which I did almost three times a week. In the end I got fed up and requested cancellation on 20th January 2017 at the Musgrave branch in Durban. I was told that they shall forward this to the cancellation/billing team and get this done. I have been checking on this for the past two months and it has still not been cancelled. The team on 10210 keep saying that they cannot see this on their system despite having emailed the cancellation form to them several times. Thereafter they got me to speak to Jody Harris is supposedly the supervisor and he promised that he would get this done immediately. However, I have not heard back from him and he is ignoring my emails and also not calling me back even though I left a request for him to call me back on the support line 10210.

I installed a landline at my home in December 2016. Given the poor service of Telkom to upgrade the line to ADSL, even though the technician that installed the line stated that the line is ADSL already, I decided to cancel the landline at the end of December 2016. I was informed that I will have to pay for January 2017 - given 30 day notice and I agreed. End of January 2017, I received another bill from Telkom. I went back to Telkom Direct in Tygervalley, Western Cape and spoke to a ladfy that again gave me cancellation forms to fill in. She then told me that she will escelate my cancellation. Again end of February 2017, I received another bill from Telkom. I went back to the same Telkom Direct and spoke to another lady. I also informed her that no-one has phoned me, but I did receive an sms from Telkom requesting a copy of my cancellation from and my ID. How can I provide the cancellation form, if I had handed it in at Telkom. This time again, I was given a cancellation form and again I was informed that it will be escalated. Two weeks later, I receive another sms, requesting the same documents! I went back to the same Telkom Direct and spoke to the lady I spoke to in January 2017. Now she tells me that I must phone Telkom, as they only do sales at the Telkom Direct stores! Why not tell me that in the beginning? Now I have an account that is 3 times higher for a landline I had never used in any form or manner!

Account number [protected]

As in August/September 2016...my rating for utmost unprofessional service: not to be even counted on a scale.
I have to repeat myself: close the company !

The left does not know what the right is doing. Within 1 month I have spoken with 9 consultants.

Consultants are not qualified and / or don't receive training.

A relocation has become yet again a drama, desaster, nightmare and attaches the health condition.

My Contract expired last year July 2016, i submitted my cancellation end June, end July, end August and end September. In October I called once again and they told me the account was suspended, which is fine because I didnt use any data on the package. The call centre lodged an enquiry, last week being mid March 2017, i went into the telkom office and i was advised that they cancellation is still not done. They gave me to case numbers for the disputes, I called last week and friday and this has not as yet been resolved and i was told this account has now been handed over for collection. In the interim I have been registered with ITC as a bad payer. I am at my wits end.

I applied for the R799 deal with Telkom for an installation of an ADSL line. The consultant helped me and the representative came out to my apartment on 6 February 2017. He was there for about 2 hours, and couldn't finish the installation due to there being a problem with the ADSL line in the street (Florida Road, Durban). He told me that he would escalate the issue to the relevant department, and that the line would be fixed and my installation completed by 17 February.

It is now nearly two months of me waiting for a fix to this. I have phoned Telkom, been to their shop in Gateway and enquired from their Facebook page, only to be met with dead ends from their side. They keep saying that the issue has been referred to a different department whenever I enquire on the progress of my installation. Needless to say, this is very frustrating and I'm getting zero help from them, other than the same generic response every time.

Surely it can't be that difficult to send out a team to correct the issue? Telkom wipes themselves off on their customers' requests and don't care whether they make people wait for nearly two months. They know that they don't have any competition, which means that they can do as they please and abuse their customers. Any other business would have been reprimanded. But somehow Telkom is getting away with it.

Please somebody help me.

Hi

Please assist I have logged this fault on the 02 march 2017 still today I haven't received a call from technician nor get some sort of correspondence explaining to me what has been done.

Fault is that my internet works but voice/fax line is mute and I have used different devices and the problem remains. Sometime my phone will ring only once and you try to call again it will only ring somewhere.

Please note this is a business line and this fault has had terrible outcome to my business. I am sending this mail to telkom sa because I am getting no indication from call centre or media platform if any thing is been done.

Your assistance will highly appreciated

Jerry
[protected]

To whom it may concern
I was on a 24 month contract with Telkom for a 4 meg line and phoned Telkom on 2 March 2017 to upgrade to an 8 meg line.
The lady that helped me stated that they cannot upgrade the speed only on my existing contract.
They have to put me on a new contract to give me the upgrade speed I requested.
No mentioning of a Contract Forfeiture fee.
Today I got my account with an R746.28 Contract Forfeiture added on.
How can Telkom charge me for Contract Forfeiture if your system does not allow changing only the line speed on an existing contract.
I did not end my contract but you ended it to accommodate your inefficiency to allow the the change of line speed.
I wanted to become a better Telkom client by upgrading but now I am being punished for it.
The account still states that I am on month 13 from 24 months.
I was expecting a month 1 from 24 month if it was a new contract.
I would like to know if I am still on the old contract period or am I on a new 24 month period
If I am on the old 24 month period then why do I have to pay Contract Forfeiture amount.
If I am on a new contract why did I not receive my new router as everybody at Telkom stated.
Your help in this regard would be appreciated
Werner Toerien
[protected]
[protected]