Telkom SA SOC
Reviews and Complaints

Good day. My daughter signed up for LTE WIFI package with Telkom SA at the end of July 2016. She is in the Edenvale area, Johannesburg. Since she received it she did not have good service at times and most of the time no service. She went to the Telkom store on 2, 10 and 11 August trying to solve the problem. On 8 August she phoned and was told that someone of the Technical team will phone her, which was not done. On10 and 11 August she went to the Telkom store again. On 12, 15, 16, 17 August she phoned Telkom and the problem was still not solved. On numerous occasions she was assured that someone from the technical team will phone her, which did not happen. On 17 Aug someone at Customer Care sent an e-mail to the technical team. Even after she inquired no feedback was given. On 18 Aug she sent an e-mail explaining her frustration and at 2 o'clock as well. Then she sent an e-mail to cancellations department informing them that she wanted to cancel as she could hardly use the service for the first few days and later in Aug not at all. She did not receive any feedback at all regarding the problem until she received a phone call from Telkom on 29 October. They agreed that a technician can contact her to try and solve the problem. She told them that she will give them time for the 14 workdays to contact her to see if they can solve the problem but if they do not contact her she is not prepared to try anymore and that she is not prepared to pay penalties as she cannot be held liable for paying for a service that she does not have the benefit of. Yesterday the 17th of November was the 14th workday and nobody contacted her to solve the problem! Because of this and the history of bad or NO SERVICE at all, she wants the contract to be cancelled without any penalties. She was also told at a stage that the problem is that the data could not switch from the all data to Telkom data. I saw on the complaints board’s website that there are a lot of people that experience problems with service delivery from Telkom. I am in arrears for a "service" that I did not have at all. The company that I was handed over to is Easy debt, account reference [protected]

Her mobile modem number is [protected] Contact me, her father if you want to discuss anything. [protected] [protected]@vodamail.co.za

Dear Customer, your installation for order ([protected]) is scheduled for ([protected] between 07:30:00 and 16:00:00). If not convenient please log onto www.telkom.co.za/appointments to reschedule. Your continued support is appreciated. Regards, Telkom.

I have NO internet and cannot use my land line!

Please regard this as URGENT, as I work from home

Date: 25 May 2016
Product details: TI Do Uncapped Advanced (Monthly)
Reference Number: TIN2854116 / BAN [protected]

I had contractually agreed verbally on phone for the services provided to myself by Telkom which came to a total of approximately R400pm and something, this was verified by the sales person who was providing the service. However when I was debited the first and consecutive months, the amount came to R700pm and something! I had contractually agreed to a monthly premium that was not kept by Telkom. This is no doubt fraud by Telkom themselves, and to their own customer. I am highly not pleased and intend to cancel my services with Telkom. I currently have a 2 year subscription contract with Telkom, and this is however void due to the fact that Telkom did not live up to the contract payment premium.

Telkom must refund me for the amount overcharged to myself, and charge me for the amount agreed on during my telephonic call with the sales representative.

I sent five requests to order the deal of the month for october 2016.

I tried to complet the online form, but to no avail the webpage would not accept me banking details.

7 weeks later I get a phone call to assits me with the online sales request, I phone back with 10213 and 4562 only to get told that I can't get the october special cause I am out of time.

How can I be out of time if I was trying to purchase the deal since early october.

So now I can't get the deal, I feel it is unfair as I tried the whole of october and get phoned back on the 17 november and told that sorry you can't get that deal.

If my requests were processed when I sent them this all could have been avoided... Why phone me back 7 weeks later.

Regards
Colleen
[protected]

Ive battling since June 2016 to downgrade my 10mb uncapped package with Tekom to a 4mb uncapped package. As I could n't come right I decided to go to the Telkom store in the Garden Route Mall, George. The consultant that assisted me was Xoliasa.

At this point in time I was going to cancel my agreement with Telkom as I was on a month to month agreement. This took place in August, please look on your system when the migration was activated. Xolani convinced me to "migrate" to a new 2mb uncapped pacakge @ R 600 per month.

The new 2 mb uncapped line kicked in Aug and I'm still being billed for a 10mb line. I've called in every month when i recieve my invoice as im still being billed for a 10mb line. I spoke to two of your consultants since, one being a superviser as well that said they would sort his out as they can see on the old/new system that I signed up on a 2mb line however the billing appears to be for a 10mb line. Both times I've been told to pay the full amount as they would arrange for a credit to be passed.

It's now mid November and I just received the latest invoice, again for a 10mb line. I have had it following up, I have called in multiple times and every time it seems to be a whole new process. Nobody has answers as to why I haven't been credited.

My last converasation was with a superviser called David Stellenberg, he was going look into the sotuation and get back to me. As expected, its beem two days since. I also went in to the store to take it further with Xolisa and he has no idea whats gone wrong. Apprantly ive migrated to a new system and he now does not have access to this system.

Please cancel my subscription with immidiate effect. I will seek legal advice with regards to the credits that have not been passed to my account after numerous calls and emails to rectify the incorrect billing.

Very dissappinted experience as ive been with telkom for a many years now.

To whom it may concern

I am disgusted with the poor/ non existing service from Telkom.

I recently immigrated and rented out my home to tenants.

On 12 June at exactly 10am we went to the Tygervalley Telkom Branch to complete the necessary documentation for transfer of the Telkom account from my name to the tenants name. The ‘customer service agent’ gave us a copy of the form that we both had to complete which we completed and submitted. Upon the receipt of the form the 'customer service consultant’ advised me that I will no longer be needed and that only the tenant need stay behind for the information verification and copies of ID etc.

To date the ACCOUNT HAS NOTE BEEN TRANSFERRED AND I HAVE BEEN BILLED MONTHLY. When calling your service department multiple times and months on end I was advised that I needed to cancel my debit order which I then done through my bank a only to be charged the very next month an extra R260 for what I still don’t know.

What disgusts me more is that I had just come out of a knee operation and know how bad the online service is that why we chose to go into a store thinking that things would be better - obviously not!

I would like to know when I will be reimbursed for the costs from 1 July to date for all services I was billed for and did not use as I am out of pocket as a result of your ‘customer service consultant’ not following due process / or being incompetent in what is expected of them. You are most welcome to verify my statement through pulling your CCTV footage for 12 June at 10am sharp you will see me with my crutches.

I hope that this does not fall on deaf ears as per all previous emails and questions submitted via your online portal for the last 2 months.

Hi,

I am extremely irate at the lack of customer service from telkom and their continuous failure to respond or attend to faults that have been logged.

My company modac cc on 293 clark road has logged three faults in the last month and not one has ever been resolved to date. We have spent a lot of money calling the clueless call centre which is a complete waste of time and money as they cannot even log a proper dispute on their system. How does that assist us as clients who have faults that hamper the company’s productivity?

I have once again logged a fourth dispute with telkom and was advised it was logged as a repeat fault but am not convinced I will receive any feedback as per usual.

I demand technicians to be despatched to our offices immediately as this is unprofessional and ridiculous.

I need an urgent response on this matter urgently.

Kind regards,

Nompumelela zwane

[protected]
[protected]

Telkom

Referring to my previous (See underneath) mail and many other phone calls and disputes requests since 15 aug 2016 (Now already 4 months ago) , I would like to express my absolute disappointment in telkom's corrupt and unprofessional ways of doing things.

Up to this point I do not get any reply or response from telkom to inform me that my disputes are being handled or even my request for cancellation is receiving some kind of attention. Is there at least anybody with some decency to inform me what is being done.

I've being billed incorrectly.

Wrong contracts have being issued.

I've been forced to pay wrong amount bills for my line to be reconnected.

I've been promised that dispute will be resolved within a specific period – not done yet.

I've been promised that someone will come back to me.

Someone issued a cancelation on the wrong contract which was not my fault, leaving me to pay penalties.

I've then asked for cancelation request – up to now no response or communication received.

It seems like the largest telecommunication company does not know how to communicate.

Last result:
Download speed: 17918 kbps (2239.8 kb/sec transfer rate)
Upload speed: 1919 kbps (239.9 kb/sec transfer rate)
Latency: 30 ms
Jitter: 3 ms
11/16/2016, 7:53:59 pm

Telkom lte

Sold me 90 mb download speed

And 25mb upload speed

See test above, ok logged the call about 3 weeks ago. There is supposably a tech coming tomorrow let’s see. Have I been getting these speeds since day one? Have never tested as it was always acceptable.

Our lines have been down since 10.11.2016
We were told it was scheduled maintenance and it would be up by 2pm today.
I phone again today and was told they cant tell me when it will be fixed as its a bulk outage.
I then advised the agent that you cant charge us when the phones been down and she has the audacity to tell me that its MY responsibility to ensure I'm not billed.

Your service is shocking, no one was forewarned of the maintenance, we are living in a high crime area at the moment with no land-lines - it's ridiculous.

Two different reference numbers:

[protected] - logged 16.11.2016
14927 - logged 10.11.2016

Landline Number [protected]

I am in desperation now appealing to you for assistance in the following matter.

My name is Frans Labuschagne
My physical address is 64 Witfield Retirement Park, 73 Kettles Rd Ravensklip.
My Telkom telephone number is [protected] and account number [protected]
I moved house during May this year and had my landline transferred to the above address.
I was informed that as part of the process I would receive a free cordless telephone.
I have called, visited the Telkom offices (they do not answer the telephone here at all) on numerous occasions and have just again been promised that the phone would be supplied once there is stock.
It is now effectively 6 months that have elapsed and I have still not been furnished with this phone.
Your assistance in the matter would greatly be appreciated.
I can be contacted on my mobile number [protected].
My e-mail address is lena.[protected]@gmail.com

I have moved house and requested for a move of my line. Telkom firstly stuffed up the order and only after enquiring two weeks later was I told that the order was not completed and another wait for 2 to 3 weeks. So I wait and then a technician comes to install and says he cannot as I now have a different exchange and he did not get an order for a number for the new exchange and wait is again 2 to 3 weeks. So yesterday 15 11 2016, the tech comes to install and says all is ok. So I check my internet and call my provider and they tell me that Telkom has to authenticate the line. I spend an hour + today 16 11 2016 to get someone to assist and after speaking to 5 people I am told that the number allocated to me is still registered on the old owners name and that the order is not closed and I will just have to wait. This is now almost two months of waiting.
order number issued [protected]

Having a problem with my internet since month end September 2016, When I called in on (10217) for assistance, l wasn't helped though the person l was speaking too tried to reset the modem but am in Vain, Then l was told that my Router might be the one with the problem, Towards the first week of October l got a new router from your office, I did connect it but l still experienced the same problem with line it was always on and off, especially in the morning at around 8-9:00 am it would be off, then when I dial the landline the internet would still go on and do the same thing over and over for like 45 minutes in a day even it goes off . I called in again and they reset the modem and they told me everything will be fine after that nothing still changed by God grace l got used to it and l said it will be sorted eventually . All of the sudden it became the same problem too much again in the End month of October it wasn’t resolved it was still not stable, on and off and slow in connection, First week of November l decided to call in again, the lady l spoke to reset the router log a fault and l tried to explain to her that my line as has been like this for two months, I don’t know where the problem is because for me to use the internet it has to either be I dial my landline number for the internet to go back on etc., and morning hours it will be off and at around 4 - 5 no connectivity, she promised that everything will be sorted and how she really doesn't know why it’s doing that ? I even told her I purchase the router as l was told but still nothing changed. As am writing this today 16/11/2016 is the only day since September that have used my internet for the whole day and it hasn't been on and off .

My complaint is have received the bill for the usage for November and they have billed call -outs I was calling in for help, help which I even didn't receive to them its unnecessary call out free yet I was experiencing a problem and they have charge me (505.88), then still on the same bill they are changing me re-connection fee for ([protected]) am not aware of that number ( R214.47).

I was without a phone line and internet for almost three weeks.Worked for a week and ADSL not working for over a week again. Was told technician was coming on Sunday, still waiting- just get given the runaround from call centre even though it was escalated. Told to get integrated sim and connect with dongle to modem which i did but after a LONG session with the tech dep it was discovered that it is impossible to do that. All I want is my internet to work. Only one week in a month is ridiculous. Paying for a month and getting a quarter service?
I think Telkom simply needs a greater number of technicians-they clearly can't keep up! I feels like absolutely no one cares at Telkom... I feel Telkom is suggesting to me that there's nothing I can do about it so shut up and live with it. The frustration is there doesn't seem to be anything I can do about it... PLEASE HELP!

i was contacted by telkom mobile in may and the consultant promised me 10Gig tablet with two simcard with unlimited telkom to telkom calls and that the premium was going to be R170 per month for 24months. when i received the package, only 1gig was inidcated as my contract. upon contacting telkom mobile i was informed that telkom doesnt have such deal and there's no such as free calls telkom to telkom plus 10 gig. I then arranged for them to collect their package is its not what i was promised. telkom mobile sent courier to collect the package as i didn't use anything from the package. then from June they started debiting the amount of R380 from my account. i then contacted them to find out and they confirmed that i was indeed offered an invalid contract and the person did lie about the deal telkom was offering and that the contract has been cancelled as it was invalid. then in June they debited and now its more than R400 and after trying several times i got another confirmation that its true i don't have a contract however they are waiting for finance to cancel my debit order and to reverse the amount. i went to my bank and did my own reverse. in August i started receiving sms from Nudebt indicating that telkom has submitted my account as a non payer for my contract. they started debiting more than R2000 from my account and the dates were random.after several attempts i managed to get Nudebt and they requested me to do an affidavit stating that i doint have an account with telkom or telkom mobile which i did and then they stopped. after all these time i only received a case number last month but stil they continue to debit my account and this is now affecting my credit record as sometimes they debit on different dates. sometimes two debits will go at the same time. up to now i have been trying to get help from Telkom and consultants keep on sending me from pillar to pillar.

Goodday I was advised in order for me to cancel some of my packages i had to send a service cancellation form. I did that on 18 August 2016 and received an automated message that it was delivered. A month later nobody contacted me even though the email said someone will contact me within 21 days. I called in to cancellations and was told my package was not cancelles and i had to resubmit the form to the customer consultant which i did on 20 September 2016. Again received an automated message it was delivered. Also received an sms that my package will be downgraded with a reference number. Today i checked and see that I am still being billed for full package. I called in today again (15 November) and was told that my package was not downgraded and there's a backlog. I must resubmit the form. I am disgusted by your company's lack of professionalism. I dont care about your backlog because now i am paying 2 different service providers for internet. I want this package downgraded immediately. I dont want to wait anymore otherwise I will take this matter to the Consumer Protection Act. My number is [protected].

I applied to move my line from one flat to another end of april 2016.
They disconnected my line 3 may 2016, the contractors came to move it, they said they could not as poles were needed.
In the period from may till august 2016 i had four different contractors come out to try do this job, the pole was eventually installed end of july 2016 only and the line put up from the exchange only up to the pole, he later returned and finished that job connecting it to the new flat and the line was only fully installed in august 2016 the first week.
In the interim i kept on receiving telkom bills for my service, which i continuously called the 10210 number to complain and query, and every time it was said they could not do anything, only once the service was reconnected could they credit the erroneous bills.
It went from me owing r326.11 which i have the actual demand letter for, which is dated in june 2016. To suddenly being a bill of r2104.00 in august 2016.
When i again laid complaints they credited the bill down to r1884.90 now.
How in the right mind can you bill somebody for a service and a line that was not in existance was not installed and was therefore impossible to use and be charged for.
Every time i try get help from telkom in any sense, they keep on saying they will log a dispute, and no body ever calls back

I have been trying to cancel my mobile contract which has expired with Telkom on November 8th. When I phoned, I was informed that I need to cancel it at a Telkom store. I live 45 km from the nearest store. When I arrived there, I was informed that I cannot do it in-store! Only by emailing Telkom a cancellation form. I have sent an email cancelling my mobile contract on November 9, 2016. It is now 1 week later and I still have not heard from Telkom. I have just phoned Customer Service and they say it takes 21 days to do a cancellation! Why does it take 21 days to cancel a contract? Absolutely ridiculus! That is why I am cancelling my contract with Telkom as they are so incompetent. If you cancel with any other service provider, you can either do it telephonically or go to a store. I WILL NEVER DO BUSINESS WITH TELKOM AGAIN.

I have purchased a tablet from telkom, that comes with 500mb of data per month, when the data is finished, telkom adds 2 gigs of data that is R200, 00. The question is who authorised, telkom to do this, my bill is increased by R200, 00, and this is not part of my budget.
Can someone please help me.
This is poor service from telkom. This is not part of my contract that i have signed for.

I bought a laptop December 2015 at Eastgate shopping centre after few months it started giving me problem like when holding it up will just go blank/dark but after pressing start button will be fine again. I didn't read too much to that until one day it didnt want to start up complaining about missing hard drive. Now Platinum warranty are telling me the laptop was once opened but I have never opened it means TELKOM sold me a second hand laptop on contract and that is reaping me off.

Please attend to this urgent. Before I seek all avenues to expose this fraud.