Telkom SA SOC
Reviews and Complaints

I have purchased a Samsung tablet 3weeks ago on a sat and returned it with a fault the very next day, I was told the tablet has to b booked in and b sent to Samsung for repairs.i told the staff that it's only a day old and must b given a new one and they refused, its now gone 3weeks and I still haven't received my tablet and will b billed for the month for something I don't have and haven't used yet.this was with Telkom Westwood mall in Durban

My name Charlene Stiglingh my 2 contract was suppose to expire end of November which I only pay R179 per month and get 500 mb. One of your salespeople phoned me for an upgrade and also saying ill pay R139 from now on and will receive 1GB. I was very happy to hear that untill I saw my bill. Im being charged for things I didnt agree to. Im not going to pay so much money especially when I didnt agree to it. Please see that this problem is resolved. I wasnt made aware of extra fees by the salesperson. So solve it or cancel the contract and come fetch your tablet. Id no: [protected]. Cell no:[protected]. Hope to hear soon about you with a solution.

I took out an LTE contract in July this year and my account has been an absolute mess since day 1. I was told the first debit order would go off on the 1st of August - when it didn't, I phoned in and queried it, only to be told that they don't run debit orders on the 1st of a month and it was then changed to the end of the month. Then the debit order went off on the 25th and bounced. Again I phoned and queried and was told to make a manual payment so my services wouldn't be suspended. The actual debit order still then went off a few days later which regardless of my NUMEROUS phone calls and emails was never returned - I eventually got the bank to reverse it.
I am also being debited each month for services which I don't even have and whose debits also bounce each month because it comes off on the 24th of each month. So I am owed unpaid debit fees of over R500 for debit orders for services which I don't even have. These have been queried, bank statements have been sent BUT NO-ONE EVER PHONES ME BACK or returns my month. Unfortunately because they fees are instituted by the service provider, the bank cannot reverse them.
I checked my account this morning and saw that ANOTHER unpaid debit order fee of R115 went off my account on the 14th...WHAT FOR? THAT IS BLATANTLY STEALING!
What is my best option as I actually just want to cancel my contract completely as their incompetence is not affecting my credit rating.

The past months I was charged r139 fee on top of my installment for debits not going through even if I paid by hand before the 7th. I laid a complain that the bank also charged me r115 for that transaction but was ignored.

Its best to cancel a debit order to pay by hand as I have up and down issues in my bank account

Gooday.

My telkom voice line/adsl was suspended at the end of july owing r2200. I am in a position to repay this bill now in october, however I find out I have been billed for non existant services after the line was disconnected at r800 per month. I called customer service but the lady was rude, refused to understand and demanded payment then cut my call. Now the bill is r3800. I went to the telkom store in gateway, durban. They guy there agreed with me and was told someone would call me the next day to resolve this however no one has since then. There clearly is something wrong with your billing as a number of people are having the same problem and no one zt telkom seems to be willing to rectify this matter.

I need my telkom account reinstated but not at the cost of comply with unreasonable dictatorship demands. I would rather go to neotel and pay a little more. Then resolve this matter in the courts in which my costs will be claimed. I will also be lodging a complaint with icasa. We are made to feel telkom does not care about anyone but their profits claimed from poor hardworking people. I am severely dissapointed. I await telkom's response.

I will only pay for my usage and not a cent more.

Mr d rajah

I cancelled my contract with Telkom and they are still deducting money from my account. This is extremely unethical and I will send a complaint to the Ombudsman. This is all the money I had and now am stuck because they cant get their admin right am so pissed

Early September, I logged a support ticket with Telkom to send a technician out to check my LTE connection as I was not getting more that dail-up speeds (512kbps) on a network set for LTE-A. Over the next couple of weeks I've been in a back and forth with Telkom telling me that they cannot tell me when a technician will come out.

When I phoned this morning, nearly a month after my first submission, I got told that the ticket was escalated to another division and it's out of the mobile divisions hands (a service supplied by the mobile division), but it will be escalated and a tech will be in touch today. Just after 17:00 I had not heard anything and tried Telkom again, only to be told that they cannot give me an indication of when this will be escalated.

I has been just over a month, paying for a service that is hardly usable, and zero effort from Telkom to rectify the situation. At this point I want to give them back their router and SIM card as I cannot continue running my business on a service that is just not working.

We have landline problems and therefore the internet is down on and off since Feb 2016. We already had about 5 technician on call out and registered problems with about 9 consultants. We explained the details of the problems to the consultants over and over again. In total the landline, internet has been down for about +- 30 days in total. The problem get fixed and then the line goes down again. The latest is that all is down again since 6.10.16 and have been trying to get technician out for about 8 days now with no luck at all. As it is weekend tomorrow 15.10.16 nothing is going to happen until next week. Also I tried to claim from Telkom and we still had to pay the internet and landline which has been down for about 30 days in total, I can not do so as I need a Ref No which has to be submitted to the Billing Dept. More info available on request as there is not enough space here to cover all info.
Job No:
Ref: 1CNK120216 on 12.02.16
Ref: 19CNK030916 on 28.08.2016
Ref: 94CNK011016 on 01.10.2016
Ref: 456CNK061016 on 06.10.16

Vangate mall telkom upgraded my contract on 9 august 2016. I recieved a huawei 10inch tab but they had no stock of the 16gb memory card thus far I still havent recieved it. Went to store on numerous occassions & only answer I got was sorry sir we recieved wrong order or our warehouse is out of stock. Asked them to keep me updated on regular basis as to when i'll get it, they sent sms on 29/09/16 to say they still have no stock... I'm wondering now its been almost 2&half months & still they dont have stock of memory cards. They havent contacted me again!

I run my business from home, I am a virtual personal assistant.
In the last 3 weeks I have had super slow to non existent adsl service from telkom.
I have logged several faults with the business call centre. They told me a week ago that the line was restored and working, which it was for about 5 hours on saturday.
From sunday I have gone back to having little to no internet service again and have logged another 2 faults with no results from telkom.
I have lost over r20 000 in business and this increases in value every single day.
What is the next step, who do I complain to?

I have these fault log reference numbers:
236crk071016
418crk121016
599crk131016

Do they mean anything as nothing seems to be getting done. The business call centre has reset my router about 5 times to clear the log they say but still it doesn't help.

I would really appreciate a straight forward answer from telkom as I pay for their top speed adsl line package and am not getting anywhere close to that.
Is there anyway I can claim back the revenue I have lost due to the fact that my service is non existent or so slow that I cannot even download or send 1 email.

This is a copy of my email to telkom via [protected]@telkom.co. za (email address supplied by telkom customer service centre 10210 with verbal guarantee of answer) on 09/10/2016 at 09:20am. to date no reply received.
Please read below:

Jan adrian du plessis

Attachmentsoct 9 (2 days ago)

To ccompcc, belinda

Priority - high - very important

"dear telkom customer service,

The above-mentioned subject pertains.

For the past one month or more, our internet speed is well below the 4 (four) mbps for what we are paying for monthly as per service contract.

Let me quote the following recent problem call reference number to telkom to restore the service as per contract:

135ctr061016 (logged on 05/09/2016)

About three weeks before we also logged a fault call to telkom for the same - the technician (s) arrived and they allegedly checked or did some work with the cable connection from the street side here at 306 penguin crescent. there was a brief improvement, then speed again went down to unacceptable levels.

Today morning at 08:39am from [protected] one of your technicians contacted me on my mobile [protected]) inquiring about the speed issue/complaint we had. I did test via www.speedtest.net (ookla) and it did a ping to a server within 219 ms.

Download speed : 1.06mbps

Upload speed : 0.17mbps

Thus way lower than what we are paying for. see attached screenshot from the ookla speed test this morning. our issue is thus not resolved to date!

Please get this fixed with people who ahs the tools and know-how. with the last visit the technician were unable to pinpoint the root cause of the internet speed problem and just left.

I hope telkom reads this message and responds with a proper answer and an action plan.

Thank you and awaiting your response.

Ian du plessis

(telkom customer) "

Telkom's service is definitely not world class standard! we are paying by contract for a service that we are not receiving. I lived in the uae for 8 years, and service levels there are of much higher quality.

I sincerely hope someone with influence in the telecoms industry reads this complaint letter and do something about it. I observe there are many more complainants with very similar issues raised recently.

I have now called and called and called Telkom, numerous times. Each time they reset a port. I pay for a 10Mbit/sec service, however i receive if i'm such 4-6Mbit/sec. I am so sick and tired of begging this company to just provide the service that I am paying for.
I have a fundamental problem that in the last month we have contacted Telkom more the 10 times to complain. Why should I pay if I do not receive what I pay for?
Is this not against the LAW?
Should I also complain to the Ombutsman about this?

I subscribed for telkom's 10megabite adsl deal in january 2015. By may 2016, I had logged numerous complaint about the speed of the line, and was eventually told by a telkom technician that because there are only copper lines in my area, that I will never achieve a speed of 10 megabite, but at the best a speed of 3 to 4 megabite.

I then contacted telkom to cancel the service. They subsequently cancelled the landline and later the adsl service, but is still billing me for value added services which I don't use. I have been to the telkom store on 3 occasions and have called the 10210 number on numerous occasions to request that they cancel the service and refund the money taken, but to no avail.

I (still have) a telkom landline that I had for ADSL purposes.

In May this year, I subscribed to Telkom's uncapped LTE service, and submitted a letter together with supporting Telkom documents to Telkoms cancellation department **********

I received acknowledgement of this on 22/6/2016 via email, together with the following line "... a service consultant will contact you within 14 business days..."

I resubmitted my cancellation request on 14/7/2016 as I had received no response from Telkom. This time the acknowledgment told me that I would be contacted in 21 business days?

I then went in to a Telkom direct store at Walmer Park, Port Elizabeth, and after a 45 minute wait, was told that the manager would process my cancellation the next day.

As at the date of writing, it is 11 October 2016, and I have submitted my cancellation request 8 (EIGHT) times.

* I have yet to hear from Telkom.

* My line is still active.

* I am still being billed monthly for my connection.

I am extremely dissapointed with the apathy shown by Telkom, and with their apparent unwillingness to process my cancellation request.

Three weeks ago we went into Telkom, Adderley Street, Cape Town to take out a contract for two laptops. We took out the contract for the Lenovo i5. The contract was approved. We were informed by the saleslady that we would receive the laptops the following week. The following week, we were told that the warehouse has not sent the laptops yet. On request, they could not provide us with a date the laptops would arrive. The second week, we followed up again. Again we were told the warehouse is sending the laptops. no date could be provided. Today, we were told by the saleslady that the warehouse is not sending out the Lenovo i5 out any longer. We were then informed that we can get the Lenovo Ideapad for R100.00 less a month. When we asked for the specs or even the size of the hard drive, the saleslady could not assist us. When we asked when will the Ideapad come in, she said sometime this week. When i reminded her it is already Tuesday, she still could not say, Wednesday, Thursday or Friday. Only sometime this week. Should we just accept the Ideapad because someone in Warehouse decided not to send them? or should we go to to a different service provider? Is this acceptable behaviour? surely someone should be more assertive.. beyond just customer services here...

i have been with telkom approximately 5 years and i am dissapointed.i was scheduled for a mobile upgrade 2 years ago and finally decided to upgrade.it has been 3 weeks now and about 6 phone calls later.the call agents promise to keep me updated and never do. i call to check status only to hear that there was a problem and then have to re-apply

Last year September an agent from Telkom phoned me to offer a new package "because 4mps is now available in your area" vs. the 2mps I was on. I was also told that I would be paying R617 for the new package vs. the R670 I was paying.
Firstly, it took so long to implement the new package that I had forgotten all about it i.e. 3 months! And that's when the trouble started in ernest ... Our line speed is appalling! And the people in the call centre may be willing but they are certainly not ABLE! Numerous phone calls and emails later I have a) not had the linespeed resolved/improved; b) I have not been able to downgrade to my previous package (which is apparently an option) and c) I am paying approx. R705/mth!
I want Telkom to remove their line altogether. I want nothing more to do with them! But how?

During april 2016 I went to the nelspruit riverside office of telkom to cancel my wi fi landline at my home at kriatal 31, nelspruit.
I work outside the borders of sa and also have prove of my passport of this.
During this visit I cancelled my service at mrs tshakani. Needless to say it was never cancelled and then while working I was handed over for services delivered that were suppose to be cancelled. This services was for a empty house and me working in iraq
Seriously telkom can't you provide this basic service of cancellation ?
My id is [protected]
I also going to report this to the ombudsman
Its pathetic service
Ronell lindeque

Ooo guess what I still not received a bill up to date for this account I have been handed over for after several attempts to telkom nelspruit office
So when can I ever receive this account for proof what I am suppose to pay after cancellation ?

In July 2016 I started having some internet problems where my line will drop and I will have no internet access or extremely show internet. My first reference nr was 529CRK140716. In the beginning when the line dropped, I would call the call Centre and they would what they call reset my ports and I will be up and running for a day. A technician came out to my house, without an appointment, did not do anything and said he will be going to box on the corner. I was informed that the problem was resolved but it was not.

Since then I have had numerous incidents where I had to report the same issue. Some of the reference nr's are:
587CRK250816
699CRK080916
1022CRK031016
683CRK051016
160CRK081016

My internet is going from bad to worse. I now have no access. Even if the call center resets the port I am literally up for 2 minutes. Thus for this week NO internet.

After I opened 1022CRK031016, someone phoned and asked if my line is restored. I sais no and the call was closed. I was so frustrated. I then opened call ref 683CRK051016 and waited for 2 days after following up almost every hour for a technician to contact us. Nothing. I phoned and insisted that this case must be referred to management. No manager contacted me. A technician phoned me yesterday and said that he has now monitored my line remotely and I have super fast internet. More than 5 mps download speed. I said that I only have a 2 meg line. And I aslo said that I might have internet at times but it never lasts more than minutes. He gave me his email address and told me to mail him when I get home and give him an update.

When I got home I only had 0.67mbs download speed and I mailed him. This morning I got an sms to say my line has been restored. IT HAS NOT BEEN RESTORED. So I had to restart the process again. REf160CRK081016. This is unacceptable and I have no way to escalate this. PLEASE PLEASE PLEASE PLEASE can someone assist!

Our firm contacted Telkom on 9 September 2016 to report faulty lines and to request Telkom to open up our lines to be able to contact Share call numbers. On the 4 October 2016 they sent a technician to our office and when he got here he couldn't even fix our problem. This is really unacceptable service.