Telkom SA SOC
Reviews and Complaints

I ordered an flte service from telekom in November 2021 and eventually received the rooter.

I followed all the provisioning steps needed, this will include leaving the SIM card in the 3 days.

I contacted the Telkom call Centre at 8 o'clock on the fourth day of the supposed provisioning process and stayed on the phone with consultants jumping between departments till 4 o'clock in the afternoon before eventually getting hold of a team leader in the contact whom then eventually sent through a request for a technician to come and view the device and see what is wrong.

Once the technician arrived at my house after testing it for about an hour he then notified me that the SIM card that they had provided me was a defective SIM card and told me to contact the call Centre to find out what to do next.. Once again sat on the call with the call Centre for probably 2 hours and they eventually let me know that it is my responsibility to take the SIM card to have it swapped in for a different one, however I let them know that this doesn't seem right because this is a service that they should be providing so surely it should not be up to me to rectify their product mistake.

Eventually out of frustration I then requested a cancellation upon which they told me that I have to pay a cancellation fee. however I refused to pay the cancellation fee because they did not deliver a service that they said they were going to provide. Once again I was on the phone with a team leader after speaking to them for a good long while the team leadeder then requested on the 3rd of December for the cancellation. And also for my address details so that they could request a collection for the rooter otherwise they would not be able to cancel.

On the 7th of December I received an EMAIL asking that I confirm my address details, this regarding the router collection. However the router was not collected.

Throughout the time that the router was not collected I had to contact Centre over 20 times, spend more than a few hours on the calls with these agents who did not know what was going on with my requests, everytime I called regarding the cancellation everyone told me that it wasn't even logged when I phoned the reconciliation centre, that was the department I was transferred through to, the agent there then said that they refused to collect the rooter and that it is my duty to drop it off at a store at the Telkom store. I then eventually went to a telkom store and dropped off the rooter once again spending probably 2-3 hours at the store trying to get them to take the rooter from me because they would not stop debiting me unless the rooter was in. Eventually I was assisted and they gave a reference number to me and logged another cancellation request.

In the meantime of the 4 months of the router not being collected they've also been debiting me a total of a R1018, I understand that R349 l is for the SIM card that I have with them that's preexisting however the rooter should have not been debited off of my account as there was no activity on the line. I did request for an activity report, but they did not give me anything.

Today on the 4th of March I Contacted the call Centre once again because my SIM card for my phone is still blocked. I then asked to see if there was any refund requests that have been logged due to me asking for these things to be logged in the past 4 months or so. The consultant s that I spoke to let me know that there were no refund investigations, no refund requests and no cancellation requests on my account. I then decided I'm going to phone a consultant and record the call where she let me know that on the 3rd of December a cancellation request was processed as well as a collection request was sent through. I also have the emails asking me to confirm my address which I replied 2 and got no response to. the consultant also let me know that the only update from that query from the 3rd of December is now on the 3rd of March in 2020 so it took them a total of 5 to 6 months to actually handled my query and they have been debiting me all the while.

I was speaking to a consultant on the cancellation department who let me know that I was in breach of contract and I let Him know that his company was also in breach of contract, from the moment that router was delivered there was supposed to be a service that was delivered with that as well. there was no service delivered. The service that they said they were going to give me never worked because the defective SIM card was not allowing for that it was then apparently in my hands to fix it which I didn't think was fair. On top of that I found for a cancellation request to be done which was not done. On top of that trying to follow up on a cancellation which I know I had logged and being told that it was not there. So on top of the service not being delivered when the defective SIM card came into play. The cancellation request was just never processed the collection of the router was just never bothered about.

I started moving my money into a different account hoping that they'd sort the query out before debiting me incorrectly again. Instead they suspended my number.

In January, Telkom did not debit my account. In February, they debited the January and February bill. In March, they have again not debited my account. Everytime they do not debit my account, it reflects negatively on my credit rating. The consultants advise that I need to talk to collections, collections says I need to talk to Telkom. I am moved from pillar to post with the issue not being resolved. Telkom has a clear mandate to debit my account, but chooses when and when not to execute on this mandate.

Telkom... Im pretty sure you are a bunch of crooks. After i lost my job and couldn't continue my contract, i did call to say im unable to pay. I sent an email in December 2021 to close all the lines because i can't even use my line and they kept adding almost R500 every month and i havent even been able to use the data or airtime because the line was locked... But i was charged. In january 2022 i was handed over to telkom dept collectors. Arrangements were made and a consolidated amount was given... It was paid in full and i even received a paid up letter from the dept collectors. Today 3 months later, i get an sms stating i still owe telkom... This time from a different dept collector. If telkom wants a legal matter...Telkom will get one. Something is wrong with your accounts division and im not going to pay again!

enough and we are not able to conduct our business properly. This makes us look unprofessional as a business and is totally unacceptable.

We report a fault on the 09th of March and were told a technician will be sent to fix the fault.

The technician never came. We received an sms instead saying the fault has been fixed. The internet has also been super slow.

You can understand our frustration with Telkom

and why we would want to terminate the contract we have with Telkom.

Telkom says will have to pay the remainder of the contract if we decide to cancel the contract. it is a 5 year contract and we have more than 4 years left. if were to pay the remainder of the contract it would cost us way over R60 000.

I have been without telephone line, internet and Wi-Fi for over 4 days now. I have been calling Telkom for 4 days now only to be told the technicians are working on it. I have been working from home and without internet service is has been very frustrating I have to now use my cellphone which is now costing me more.

I am frustrated and irritated as all the work i needed to get done for this week could not be done.

Reference no for call logged with Telkom:[protected]

I had a contract for two years with telkom [protected]) but I'm no longer using it and they're still deducting with talking to me for renewal of the contract.

Just in the last 2 weeks, I have had the luxury of experiencing internet connectivity for 3 days...most recent reference numbers - 60BRK130322 and 141BRK240322.

On the first ref# 'repair' was only completed a week later, worked for 3 days, and now back at square one. This happens monthly, at least for 3 days I have no internet connection for a service I pay for without fail every month.

The Telkom call centre is of no use...all they will tell you is that they are escalating, you will receive an update via SMS...to date I have received no update via SMS, the Telkom App or the Openserve app they are so quick to refer you to.

Every month it's the same story, 'the exchange in your area is down' - My question is, if this exchange is forever down or problematic surely they would have by now after months of 'repairs' assessed and understood the cause for the continuous failure and have implemented and action plan to improve the infrastructure and service delivery?

Really this is pathetic.

Please assist, all I ask for is an internet connection/service which is paid for without fail

I have a contract with Telkom where there is a router for R99, 081 for 289 plus R83 and a 069 number for R196. When I took the contract for the 069 number in Dec 2021 I was informed that the device is R196 and I will get free data, free minutes and free sms’s. According to the agent, the special was running for 3 months and they will only deduct end of January.

My statement for Jan 2022 reflects R235 for the 069 number and a discount of R40

For February it reflects R322.04, R40 discount and R174 for account subscription & once off charges.

For March 2022 it reflects R253.60, R40 discount, R222.20 accounts subscription & once off charges.

All these statements are dated 1st of each month. 25th of February a debit order of R1 122.94 went off my bank as per the statement and the same day a debit order of R491.00 went off which was not part of the statement. For the router, insurance and 081 number I was paying R491.73 every month and I do not understand why I would be billed twice for the above mentioned.

The statement received 1st of March 2021 shows that I need to pay 2 520. 74 but for March my bill is R1 397.80 and to me that does not make sense. I was then told by an agent that I have two insurances and today another one by the name of [censored]gwe confirmed same which is not true. I will request the voice call when I took out the A12 device in December 2021 to prove what I have stated above with regards to the phone and I will proceed to open a case of fraud if indeed an insurance was taken out as I did not do such a thing.

According to my conclusion based on these ridiculous statements, the agent that made me take out the A12 contract misrepresented the deal and Telkom to enrich Telkom at my expense. I would not have agreed to take the device had I known that I will be charged such exorbitant fees. Due to the fact that Telkom misrepresented themselves, the contract is voidable and I cancel it in terms of the law.

Lastly, I paid in February as per my statement but my account was suspended, what was the reason? When I contact Telkom, the agents sound like they do not know what they are talking about.

I will go to my bank and stop this debit order or even change banks until this is resolved. Should Telkom not resolve my complaint and provide me with someone that will explain how a deal of R196 amount to my bill being over R1k whereas it was R491.73 just for three things under the contract, I will take the matter further to ICASA as it means that you are misrepresenting yourselves and unjustifiably enriching yourselves at my expense every month.

After confirming several times with the sales person that my contracted speed would remain a constant 50/50 as it is a premium package I have been receiving speeds down to 9mbt/s. This is not I was told. I see this as fraud. Taking my money but not supplying what was offered to me. I specified that I was no throttling no bandwidth shaping and no fupa. If I do not get this resolved asap I will terminate payment to telkom and I will remove your equipment and place it in the street. The contract is a two way street. You are not bringing your side. Breach of contract. I have had enough. I have tried many times to call telkom waiting almost an hour for service.

My name is Sarah Lapping and I reside in Morningside Durban

After numerous complaints about lack of service (ref numbers [protected], [protected], [protected] I was advised by a Telkom employee, Linda to migrate to fibre. This was towards the end of February 2022. Linda advised me to call at one of their shops to arrange the transfer.

I called at the Telkom shop at Game City, I explained that I want to migrate to fibre telephony. The Telkom employee gave me a sim card. She also suggested that I put it in my cell phone, whereupon I informed her that I have a service contract with another company and I do not require a cellphone service.

On 3/3/2022 I called at a Telkom shop at Musgrave centre where Mr. Joubert (?) informed me I could opt for fibre or a digital service. I was allowed to phone 10213 from the shop. I spoke with a Ms Surenco (?) to arrange for a telephony service via fibre. I was informed the connection would take place in 1 to 2 days. I received no reference number.

The telephone service was not connected within the 48 hours promised and I called again on 7/3/3/2022. I spoke with Doris. Doris informed me that I do not have the right type of fibre in my house and the only service that Telkom can provide would be a digital service.

Doris then gave me a telephone instrument and promised a service would be provided within 48 hours.

Doris informed me the first instrument is free of charge but that I will have to pay for additional instruments required in the future.

Doris also advised me I should always allow the battery to discharge completely before recharging the telephone, and that I can use the phone anywhere in the area with telephone numbers commencing with 031.

Doris also told me that Telkom will not charge me for their services if it is disconnected for more than a month.

The instructions that came with the telephone specifically stated I should not allow the telephone battery to discharge completely and that its use is limited to the user's premises.

I never installed the new phone and was surprised when my existing phone had sprung to life although there was no service during load shedding.

I returned the instrument that Doris gave me in its original box with the sim card.

On 19/3/2022 I received a statement of account from Telkom in which I am charged for a non-existing service and an instrument that I returned.

I reiterate that I do NOT want a digital service. I want telephony provided via fibre in accordance with my original request.

On the 13 February 2022 I bought the above mentioned phone through contract, the purpose was to use it for Bolt Driver. When I registered it for bolt it doesn't allow to make calls it only allows messages. When I took it back to the shop they created an app which was able to work on it but in few days stop working. When I say may I be given the phone that that can support my business a phone with Google because the main problem is, it doesn't work with Google they refused. I further informed Huawei South Africa. They said the will work on it. They tell me with the petal map of which is not accurate to where the customer is. I'm also want to register for Uber Driver it does not take it. They said it was supposed to be bringing it before seven days from the days of purchase. This is a technical issue is not easy to pick it early.

On 14th September 2021 I received a telephone call from Telkom's Me.Yolanda Olewethu Mdeletshe to offer me a Telkom Fiber Installation including my landline monthly rental plus 3000 minutes per month Telkom to Telkom calls at a all inclusive cost of R 329.00 per month for a 12 month contract.

Order No.1048782775A was placed and a 6 to 8 week delivery period was quoted. Although I requested a written confirmation from the Telkom representative , nothing was received. This request was repeated by several telephone calls as well as by E-mail without any results.

During November I approached Telkom telephonically as well as by E-mail to confirm the installation date. I was informed telephonically that installation will be during January 2022.

On 1 February 2022 I recveive4d a telephone call from Telkom's Me. Cindy Joseph to establish a suitable installation date. I again requested confirmation of the service details and costs and she advised the service as offered initially will now cost R439.00 per month. She advised me to request Telkom to check the details of the 14 September 2021 negotiations on the call recording. This was done and at some stage Telkom confirmed the initial order details telephonically but my request for a written confirmation again remain unanswered.

I again phoned Telkom and was informed that the initial order was cancelled by Telkom due to the time that expired since the order date.

I also was informed that Telkom will no longer provide technical support for my Telkom Internet connection because I still was on a copper connection although Fiber was available in my area.

I therefore was forced to place a new order on Telkom for a fiber connection at R 439.00 per month. This installation was done on 17 March 2022.

The reason for my complained is cleared. Telkom obviously failed to execute the initial order and I was forced to enter into a new contract but at an additional cost of R 110.00 per month or R 1320.00 per year for as long as I make use of this service.

Your attention and possible solution to solve this problem will be appreciated.

My contabt details are as follows :

Name : J.H.M.Schreuder

Telephone No.[protected]

Cell Phone No.[protected]

E-mail : [protected]@telkomsa.net

hi i did reneuw a phone on my long time account we my daughter charlene and i did asked the persone who did help use on the 13 nov 2021 at springs mall telkom she did never activated the insirance at that time my daughters phone had broken know telkom revueses to fix it because of the insurance not activated th phone is only 4 x months old so now we cant do anthing and i do not gind that fear i want to go to the ombutsman because its not our mistake as we even made sure while thay did activade the change phone we did asked again about the insurance and even before we left and now nothing and is called fare i do not think so that person have to expain herself why she did not completed the insurance on that day en every month thete after i do demand a responce back urgently

Good day,

I, Keenin Smith, customer ID [protected] (taken from Telkom printed document), opened a cellphone contract with Telkom, taking the Samsung Galaxy Z Flip3 on the 4th of December 2021. I woke up to a phone that was malfunctioning after placing it on charge before bed on the 7th or 8th of January 2022. There was a white line in the middle where the crease is and the top part of the screen did not function with-in one month of having it. I went in store where I took out the contract and got the device from, which is Telkom a t Hemingways in East London.

I spoke to a lady that deals with the repairs and explained this problem the device had and she advised and referred me to D&D Electronics due to a huge backlog on repairs at Telkom, without booking it in store and without any form of information or indemnity that taking the device to D&D was at my own risk and only provided me with a printout of proof of purchase/sale, to take with to D&D, at the time the device was one month and 5 days old.

I took it to D&D on the 10th of January 2022 where it was for 2 and half weeks and received a shocking text message from D&D on the 26th of January 2022 with a quotation of R9160 for repairs to the device which is under warranty and to my understanding would be repaired or replaced under the warranty, when I inserted my sim into another device to check on messages.

I discussed this matter with my father who accompanied me to collect the device from D&D on the 28th of January 2022. The damage was way worse than what it was when I took it to D&D. We (my father and I) went back to the Telkom store on the 28th but the lady who I spoke to 1st was not available and we were told that the device was not supposed to go to D&D in the first place. I told them that I was not informed and did not know that taking the device to D&D was at own risk, I was not told that on referral.

My father and I went back on the 2nd of February 2022 and the lady informed us that there’s nothing they can do and t hat the warranty will be voided because I took the phone to D&D, the phone was supposed to be booked in by Telkom because it was still new and not elsewhere and I am liable to pay the full term (36months) after we told her that the phone was taken to D&D upon their referral. My father called the call-centre on the 2nd of February 2022 at 16H38 after returning from Telkom to explained my situation and seeking advice and was advised to return the phone to the store and to call the call centre when we're there. Unfortunately, when we returned to the store, it was over the weekend and the call centre was closed. I went back the around the 16-18th due to work obligations and they did not want to accept anything and told me I have to pay R21000+ if I want to cancel the contract and they cannot take back the device and I continue with the service portion (airtime/data). I called the call centre on the 26th February to lodge a complaint/dispute to this matter, around 11:50am and was on the phone with the agents for about 40min+ and was told that they would call me back before 16H30 but it never materialized.

I am now stuck with a device I took proper care of so well, never dropped it and were very cautious when used which is now useless including a subscription for 36 months with service which I can only use when I can borrow phones from my family to check my messages etc. as I am without a phone because Telkom, Hemingways, who did not given clear information and or following the correct procedures as I would never have taken the phone to D&D if it was made clear and signed and indemnity or any form of documentation confirming acceptance of the referral at own risk.

This is so unfair and unacceptable as I now have to make use of my parents' resources and assistance in this matter, hence me writing this email to reach out again and explain my situation, seek assistance and plea for a speedy resolution.

I hereby give permission to please contact my father, Sam Smith on [protected] / [protected] in this regard or respond to this email address.

We look forward to your communication.

Many thanks,

Keenin Smith

To Whom This may concern Kindy note i have had 2 contracts will Telkom Last year Feb 2021 when that contract was up for renewable i cancelled 1 of them and renewed the other. So from March 2021 i was only suppose to pay R139 a month for my data contract, but since till January 2022 i have been debited month in and month out R209 by Telkom. and i have only realized this when i was restructuring all of my finances and picked that i am over paying Telkom. I then Called in in February 2022 spoke to a consultant and was told that she can see the Cancellation done, however the consultant did not submit it to accounts, she then finalized that cancellation and submitted it and i was told that Telkom cant refund me but will credit it in my Telkom Account, which for the next couple of months they will not debit the R139 from account for my other contract, but will debit of my credit balance of R700 for the next few months.

Now Come 28 February 2022. Guess what Telkom Debits my account again for another R209. I then Took it upon myself to reverse that debit. Now they tell me that i owe them R348 ? For what ? I have called in again spoke to another consultant she says she cant see the refund being processed i must forward bank statements to show all the debits, so i have sent that and still nothing gets done, i call again today the 16 March 2022 first call was holding on for 10 mins then the call drops, call again spoke to another consultant then i had to explain the entire process all over again, while speaking to her the call drops and she does not bother to even call me back, that's the service Telkom offers clients by the way. then I call again spoke to another consultant had to explain myself all over again and then get told a case only logged on the $ March and Still being processed. I must call back in 48 hours to follow up. how many more calls must I make and how many more reversals must I make in order for Telkom to assist and do there JOBS PROPERLY. After me knowing that Telkom OWES me R700 You honestly think I am going to allow THEM to KEEP DEBITING my account. NO NO NO .

I Know that this is not huge amounts but you cant rob a customer like the way TELKOM is doing, Imagine how many other clients Telkom Is taking free Money from.

This needs to stop and for all the calls that i am making and time i waste on the phone is just unthinkable of the terrible service offered by Telkom SA.

I want this sorted out Immediately

The Account Number that is in Question is [protected]

My daily Contact number is : [protected]

my email: [protected]@yahoo.com

My name is Pieter Adriaan van Zyl with Id [protected] from Rima Kaste en Matte cc in Clanwilliam Western Cape. Cellphone [protected]. I am in the process of changing my telkom accounts to VOIP phones. I am trying to change [protected] for nearly a month now with now sucsess. Telkom says Vodacom is registered as my ADSL provider on that number and Vodacom says that they are not. none of the callcentre personell can help me just to remove vodacom from that number so thet Telkom are able to migrate that number as a landline only. I has in my posession all the e-mails that was sent back and forward

My wifi has been down since Wednesday 2nd of March 2022. I did log a fault and spoke to a consultant that same night and got a reference number [protected]. The first technician came out on Saturday 5th March '22 and found a fault in the main line in neighborhood and said that they would fix it on monday 7th March' 22. Until now 9th of March I still have no wifi and my bill was already paid!

We requested a change of address 12 November 2020, which was done. Unfortunately Telkom also upgraded me to a higher Fiber Package with a cost outside of my budget. I have asked and called in a few times to get resolved. Unfortunately it is still unresolved more than a year later with a massive arrears account. We've even started paying a R100 more on our account to kind of help with the arrears. But unfortunately the package is way out of our budget.

Today Telkom suspended our line and also gave my account over to the lawyers. So now we can't even use the service and they are still billing me for a service I'm not receiving, as well as the wrong amount that is outside of my budget!

I even tried to cancel my account today. What does the cancelation department do. Put me on hold and transfer me to accounts. It is more than a year later and we can't get this issue resolved due to Telkom's negligence, what am I suppose to do? Pay an amount that I can't afford? Pay for a package that I did not ask or request?

Please can someone assist and actually get this resolved?

On the 24 of January 2022 I got a contract and new phone , Samsung s21 FE , from Telkom branch in Melrose Arch , Johannesburg. After a few days I found that the phone is overheating and losing battery power extremely fast. Came back on the 31st of January to return phone, it was sent in for repairs and I was told it will take up to 3 weeks.

On the 18th of February I got an SMS from Telkom to say the phone has been despatched to the Telkom store where I bought it and it will take 4 days to be delivered.

Today is the 9th of March and still no phone. I've made numerous enquiries at the store and to customer service but no feed back was given.

January 2022 we had a problem with our lines, and we logged a call with telkom, which they came and try to resolve it, to find out that the cables were stolen and I was told that telkom will not replace them

On the 14 feb 22 I have requested for another option to assist us to have telephones to run the business, which I was given a ref number 3774791 as well, but since then I don't get any feedback or call to as what going on?

I have decided to call everyday, which I get the answer that my request has been rejected but they escalating the issue from each consultant I spoke to.

We are running a business and this is not fair as we are paying every month for the telephone that we are no longer using

What I need is telephone service that we are paying every month, a call to tell me why is it rejected and what do I need to do?, I dont get that from telkom but to be ignored totally