Telkom SA SOC
Reviews and Complaints

i apply for a adsl line at telkom and they told me to pay a deposit of 700, which i did on 28/06/2018. We phoned and waited and the wifi was installed on 27/09/2018, but in the meantime they billed me every month, I phoned and explained I wont pay for something I dont have. Oct they send a bill again and they bill me for 2 adsl packages. They cut off the wifi. I phoned and explain again i only have one line and its not my fault about the bill. they must correct it . Despite that i paid 720.00 on 25/10, but today I got a bill for over R4000 and the wifi is off again. what now ? nobody seems to care or do their job, will it help to complain here ? i dont know

I called this morning again and the lady from Telkom advised me the technician system has not been updates and she cannot advise me what is going on. Our lines has been off for 3 weeks and no one even cares to tell us what the problem is. We are paying for a service we are not getting. I need this to be sorted asap. Our whole area is off. Eskom is quicker to sort out a area outage, but it takes Telkom 3 weeks not to have answers for people.

I have 2 reference number:

[protected] (we received an sms on this one saying its been resolved, uhm it hasent)
1134127

I ported my CELLC number to Telkom on 01/10/2018 - for the first 7 days I could not receive calls. for two weeks this was fine, but now I have the SAME problem I can MAKE calls and receive and send WhatsApp's, but can not receive calls or SMS's.

I have reported this every day for 7 days - WHY can this problem not be fixed? I am a key bearer with out security company and need to be contactable. What is the use of have a cell if I cannot be contactable

My 20 MB line was never fixed and my speed stays on 2 Mb for a month now and i haven't received my router since i got this package in January 2018, a technician was here and said they need to replace my cable, one week later i called and there was no reference of the fault and said they will send a technician again, here is the second reference number 2525650. im waiting for a year to receive my router and paid for it already, how is this possible ?

Account no [protected]

This service was not active since April 2018. We have move from this address March 2018 and did requested Telkom to move the line. We still waiting. I will not pay for a service that Telkom don't deliver. I sent a lot of email and was in their offices at Garden Route Mall time and again. All their prommises are 0.

Regards

Zelna Roux

My mom and dad is sitting without a phone for 3 weeks, they are old and they need a phone and also need to be contactable. I am angry no reply from Telkom really this is unacceptable. NO MOVEMENT FROM TELKOM IN PROGRESS IN PROGRESS ALL THEY SAY AT THE CALL CENTRE.

NO assistants : at all the reference number: [protected]

This need to be sorted as soon as possible.
They pay for the landline and they cannot use it.
The contact number is [protected] Mrs S Louw

Repair on phone immediately and refund their rent back for the whole month

To whom it may concern.
I'm appalled about the bad service we received from you as a whole. And that after we chose you because someone recommended you... first we paid for a service that we struggled to get out of you for 2 months after paying. Then after back and forth calls and emails to no avail we went to hellopeter. Then all of a sudden you picked up our payment and we got the line en Wi-Fi rooter everything. The problem should be solved right? Well no!
For two months afterwards we didn't receive a statement or nothing my husband called you every time to ask if he can get a statement to pay where you're consultant at that moment replied that you will send him one via email or post. That didn't happen... now my Wi-Fi is off because it's suspended due to no payment. That I can understand completely. But when my husband asked again for the amount that is due you couldn't find any evidence of an account in his name via his I.D. or the landline that was given to us... now you tell me how in the world is this even possible. Please I would like some sort of answer.
Regards
Lee-Anne Burger
[protected]@gmail.com

REF: F272246
Telephone: [protected]
Address: 7 Erna Street, Observatory
November 15, 2018

Telkom Customer Complaint

To whom it may concern,

On Wednesday the 7th of November, 2018, our internet connection was lost at 7 Erna Street, Observatory.
It is Thursday the 15th of November, 2018 and we still have no internet connection.
More than one week of productive business has been lost because of the lack of internet connection. With 3 residents in our household who are self-employed/ business-owners, and spend considerable time at the residence - this has been a major inconvenience.
As long-term paying customers of Telkom we find the service we have received in the last week appalling.
Our landlords have been Telkom customers for years, and this has happened on multiple occasions, however in the last 7 days we have received the worst customer service (or rather, lack thereof) from this company.
On Thursday the 8th of November, 2018, the morning after the fault began, our landlord, Mr Michael Hough, reported the fault to Telkom. He was told by a consultant that the fault could not be picked up and that perhaps it was an issue with Vumatel - the fibre provider.
Mr Hough, though not convinced with the consultant's response, proceeded to contact Vumatel and described the fault: visible internet connectivity with no active connection. A representative of Vumatel concluded that the fault would, in fact, be with Telkom, as they are the internet service provider - an obvious conclusion.
Since then, Mr Hough has called Telkom Customer Care multiple times a day, every day and absolutely no progress has been made. He was given a reference number and repeatedly told that a technician would be sent out. One week has passed and a technician has not arrived. Using the same reference number on every call he is met with EXACTLY the same responses.
Under the Consumer Protection Act, you may not be charged for services not delivered, or services not delivered as they were advertised. This is a clear example of how Telkom is going against the CPA in the name of profit.
We demand that we be compensated for the money and connectivity lost during this period.
We demand that we incur zero charges for repair of the said fault.
And we demand that Telkom take complete responsibility to fix and prevent this issue in the future at all costs.

The Residents of 7 Erna Street, Observatory,
Michael Hough & Elna Hough
Sankara Gibbs & Daouda Lido

The speed of my 10 meg uncapped LTE service ( [protected]) drops to below 4 meg during peak times ( after 6 pm on week days and on weekend afternoons).
The causes continuous buffering when streaming Netflix or dstvnow during peak times.
The reason I opted for this contract was so that I can stream seamlessly.
My contract is for 10 meg uncapped for the first 150 gig then 4 meg for the next 50 gig and 2 meg for over 200 gig.
My monthly usage is below 150 gig so I should always get download speeds of 10 meg.

My mom and sisterlives in Ballito [protected] or [protected]
They have been without a service for 3 weeks now already
Complaint section useless
Website useless
Only robots with no real answers... Option 1 or2 etc
Despite escalation no response
ABSOLUTELY Unhelpful website
Cannot talk to someone
Please this is a massive security risk as my mom is a elderly person who require to phone us when we are not there and she needs us

Deidré Horn
[protected]

took you a contract with Telkom last year September, this year I had an issue where my insurance company deducted more than what they where suppose leading Telkom debit order being unpaid this was the first time this has happened, I called in to ask them to do double deducted for the next payment, the consultant Vanessa Lombo informed that they charge a standard fee of R200 for every debit order being reversed, I called again to speak to a manager as I wanted more information as surely after 1 month unpaid this in not suppose to be, I can understand if I had 3 or 4 unpaids... now I need to pay R1000 for my cellphone contract which is a R200 ... I was told there is no complaints or cancellations department... I find this appalling, with no Joy I asked to be put to this manager ********** and waited for almost10 min on the phone

I read my contract and this is not advised in my contract... I will be taking this matter up with the ombudsman, they are robbing people blindly

ADSL Application Order nr 310554179A Dated Oct 2018 rejected due to infrastructure (Benoni Gauteng)

Application was approved, but then cancelled due to no "Leads" available. Pre-existing infrastructure was destroyed, but could be restored with minimal cost. Just one Pole and few meters of cable, but my Order gets cancelled without even on-site evaluation. With a real steady decline in ADSL market share I would have thought that new potential customers would be embraced. Sincerely hope application gets reconsideration.
Regards Bennie (bennie.[protected]@ergafrica.com)

I was misled by Mobile Talk powered by Telkom during May 2018 to think that they were upgrading my 20Gb LTE contract to a 40Gb LTE contract for R50 more, only to see on my bill that they added another 20GB LTE contract without cancelling the older contract.
I then ended up having 20 + 20 = 40Gb, but I am paying for 2 seperate 20GB contracts. Since then I have tried numerous times to cancel the added 20Gb contract with them. I had employees from Telkom treat me with such disregard when I tried to find a solution. They are not helpful in cancelling any of these 2 contracts and apparently I will have to pay penalty fees in case I cancel any of these 2 contracts.

I returned the extra router that was delivered by Mobile Talk promptly to them after it was delivered and discovering what was really going on and never made use of it, but are still being billed for this.

My current account with them are standing at close to R4000, after I had to ask my bank to return the payments, as I am not willing to pay for services I was conned into and am not using.
They also added penalty fees because I had the bank return the funds.

The existing account I had with them was suppised to end on the 1st of October 2018, but that is also still being billed on a monthly basis.

I really need help urgently, as I do not get proper help from them, and they keep taking money from me that they are not supposed to.

In essence, they are stealing money from my banking account on a monthly basis, as I am
not making use of any of their poor services any more!

I have additional addons on my account that I have not requested.
I have ref number [protected] & [protected]. I have been over charged from June 2018 until now and my bill is running up instead of remaining at the 600 I initially agreed on for the 4mbps per month.
I have visited Telkom Carnival mall in Aug 2018 and Telkom Mall at Reds in Centurion September 2018 and I was told all the information was logged and some was logged under the incorrect sections and that Telkom will sort this out and contact me. I have had no contact with Telkom since I have logged any issues. my account has been block and this is not because I am not paying its because I have add ons that I did not request and Telkom keep on charging after I have informed then about this matter several times. I have also moved a month ago and I have requested a line move from the old Address to the New address also from Telkom Mall at reds and nothing has been done. I HOPE THAT ME LODGING THIS COMPLAINT I WILL GET FEEDBACK SOON

I am appalled at the service I have received from Telkom. In fact, I have received no service at all. I am at my wits end.

I have cancelled my accounts with Telkom every month since April 2018. I have emailed, been in store, called, completed the online cancellation process. I have received what I can assume are case numbers from Telkom:

#[protected]
#[protected]
#[protected]
#[protected]

I have reversed every single debit order because I do not use my Telkom services. I have cancelled them. I refuse to deal with this system any longer.

My landline, which does not work, has now been suspended.

Hi Telkom

Please can you take note of the following and assist urgently. I tried cancelling all my services with Telkom since the 15th of August this year to no avail. Below are most of the detail of the details of the disputes logged. The reason for cancellation is that the internet connection was very slow, so I decided to upgrade the line to a 4MB uncapped. However, the service just deteriorated since then. As a matter of fact, when your technicians came out to check they said I am only on less then 2 GB and that I must log a call for the upgrade to be activated. So not only did I not receive the upgraded services, I got charged for it plus I got a downgrade. After numerous attempts to sort this out, I decided it best to cancel my services with Telkom.

Logged 15 August 2018
1. [protected] relating to Request for cancellation of service [protected]_1 logged 15 Aug 2018 - Closed by Telkom
2. [protected] relating to Request for cancellation of service TIN3307396 logged 15 Aug 2018 - Closed by Telkom
3. [protected] relating to Request for cancellation of service [protected] logged 15 Aug 2018 - Cancelled by myself
4. [protected] relating to Request for cancellation of service TIN0696657 logged 15 Aug 2018 - Closed by Telkom
5. [protected] relating to Request for cancellation of service [protected] logged 18 Aug 2018 - This is a mobile number for LTE services which I never received, so requesting Telkom to cancel it.

The following was closed by Telkom, so I logged more queries to dispute it with this comment: "I requested in August 2018 for all my services, expect my telephone line, to be cancelled. Cancellation request numbers [protected], [protected], [protected] & [protected] have been logged but consequently closed by Telkom without my consent. I emailed Telkom to ask for clarification but no response. Last week I spoke to your cancellation dept and they advised me that there is an order open from May 2018 to move my line. However, I informed the lady that I did not ask for my line to be moved. So she logged order no 3626013 to cancel the order. When I phoned today to find out the status, the cancellation agent, Aubrey, advised the system is down and I must try calling again later. I am requesting again that you cancel all my Telkom services against ID [protected] EXCEPT telephone line [protected]. Also note that I asked for an upgrade to 4GB but never received the upgrade, although I have been charged for the upgrade since May 2018. Please also credit me for all the overcharges since then.

Logged 26 September 2018
1. [protected] logged 26 September 2018 - Disputing closure by Telkom of [protected]
2. [protected] logged 26 September 2018 - Disputing closure by Telkom of [protected]
3. [protected] logged 26 September 2018 - Disputing closure by Telkom of [protected]

E-mail 22 October 2018
• Tried emailing [protected]@telkom.co.za & [protected]@telkom.co.za, but it returns with an error.

Phoned
• I phoned other times as well but did not record the date or conversations. However, this is the details of the conversation on the 29th of October 2018; When I called to check on the progress of the cancellation all my services, reference number [protected] was given. I was told to follow up on the 31st of October 2018 and the call centre agent lady said that she back dated the cancellation request for all services to be cancelled to 15 August 2018.
• When I called on the 31st of October, I was told reference number [protected] only related to cancelling my internet services and only when this is cancelled can I request for all the rest of the services to be cancelled. I asked for them to check on the status of [protected] and was told the system is down and that the lady cannot check at this time and that I must try again later.

Logged 31 October 2018
1. [protected] logged 31 October 2018 - Please cancel all services we have with Telkom with immediate effect.

Logged 2 November 2018
1. [protected] logged 2 November 2018 - Disputing [protected] relating to Request for cancellation of service [protected]_1 logged 15 Aug 2018 - Closed by Telkom & [protected] logged 26 Sep 2018. Again asking please cancel subscription & usage of [protected]_1.
2. [protected] logged 2 November 2018 - - Disputing [protected] relating to Request for cancellation of service TIN3307396 logged 15 Aug 2018 - Closed by Telkom & [protected] logged 26 Sep 2018. Again asking please cancel subscription & usage of TIN3307396
3. [protected] logged 2 November 2018 - - Disputing [protected] relating to Request for cancellation of service TIN0696657 logged 15 Aug 2018 - Closed by Telkom & [protected] logged 26 Sep 2018. Again asking please cancel subscription & usage of TIN0696657.

I have been continuously overcharged for a fixed contract despite my requests and call center interactions stating that I do not need extra data added to my account.

The company bullies us into contracts and thereafter, they do not follow the telephonic arrangements made with the customer.

The customer care consultants are clueless and calling them is frustrating.

I have been having endless issues with Telokm - I have not had internet / wifi services since February 2018, and now my landline is completely dead, but I am still being charged. Below are all the efforts I put into resolving this issue, however there has been not one competent agent / manager to assist me so far.

Telkom Reference - [protected]/03/2018 - Billings handed over for escalation, spoke to Olwethu Silalengwe

Ilias Mabothi - [protected] 8315 - Spoke to him in March

Telkom Reference - [protected] - Spoke to Yolani Mgwali on 28/03/2018 to follow up on credit on account, and was advised that billings is still busy with the account.

Telkom Reference - 576CRK080318 - Spoke to Petrus Venter on 18 March, and he advised that my case has been resolved. I think this was in respect of having my wifi / internet back up an running. When i got home that evening nothing was resolved or fixed or connected.

Then i called Telkom back on 20/04/2018, and on 23/04/2018 - spoke to Amanda Mkhize at 12:47, and advised her that her technicians are a bunch of idiots, and they were at my premises to reconnect me, but still my entire modem was disconnected and left on my dining table. She was in billings and i demanded an updated statement. Reference number was [protected].

Then I called again on 03/05/2018 and this time, I managed to reach a Team Leader Waseema Hendriks and she confirmed a credit of R527.92, which i am still unable to see on my statements.

Telkom Reference - [protected] - 28/03/2018 - 1:53pm - Spoke to Precious to follow up on billings and was advised that no case was logged and that she just logged a case 10 days later after my initial call to log my claim...THATS TELKOMS INEFFICIENCY I HAVE BEEN DEALING WITH

I spoke to Michaela also in May, and she confirmed my subscription as follows, when I was enquiring about my credit:

Telephone Subscription Evening and Weekend - R17.00 pm

Landline Rental (Without calls) - R199.00

ADSL (2mg line data pm) - R165.00

20 GIGS data pm - R99.87

Total - R470.87

In June, after I received a credit, I called Telkom call centre again and spoke to Diana and Zama in Cancellations to cancel my internet / wifi subscription - reference number [protected]

EVEN A SIMPLE INSTRUCTION AS THIS WAS NOT DONE AND I WAS AGAIN BILLED AT THE END OF JUNE FOR NO INTERNET AND WIFI SERVICES.

Then another stupid technician went to my home on the 20th July to reconnect my internet / wifi services, whilst i was at work, and my mom was at home, as that was the other query I logged, since cancelling the service was impossible. He was having problems with the VPI / VCI / IP address numbers. So my mum informed me while he was still at my premises and called Telkom call centre and spoke to Noxolo Mali at 9:51am - Reference number [protected]. I then called my mum and spoke to the technician, Alistair, and provided all the information he required. I got caught up in a meeting at work, and that [censored] left my premises with the services still disconnected. This is the unnecessary call out fee that is reflecting on my statement, when various technicians have come through to my premises and none of them has been able to resolve the connection successfully. SO I AM NOT PAYING THIS CALL OUT FEE WHEN NO POSITIVE RESULTS HAS BEEN ACHIEVED.

Telkom Reference - 08/08/2018 - Reference number - [protected] - Spoke to Clinton to arrange a technician to connect my modem and services, and also advised him that I even purchased my own new modem...I was even promised a new modem from Telkom in February due to it malfunctioning, this was never received so I purchased one on my own...

Then on 10/10/2018 - I spoke to Busisiwe at your call centre and then Vera in Billings... about my revised bill and disconnected land line. Reference Number - 285 049 23

SO THIS IS ALL THE EFFORT I HAVE PUT INTO RESOLVING MY ISSUE WITH MY STATEMENTS AND RECONNECTING MY SERVICES. I REFUSE TO BE ROBBED BY TELKOM FOR THEIR LACK OF EFFICIENCY. I WILL ESCALATE THIS TODAY AND WILL REPORT YOU ALL TO THE OMBUDSMAN. I WILL ALSO CLAIM LOSS OF INCOME AS I CAN PROVE THAT MY INTERNET SERVICES HAS BEEN VITAL FOR WORK PURPOSES AS WELL. THIS IS ONLY A SMALL PART OF REFERENCE NUMBERS I HAVE WITH ME AT THE MOMENT, AND DO HAVE MORE CORRESPONDENCE AT HOME TO TAKE THIS MATTER UP FURTHER. IT IS ALSO UNETHICAL TO CUT MY LANDLINE SERVICES WHEN YOU HAVE MADE NO ATTEMPT TO ACTUALLY ASSIST ME.

WHEN ZAINUB ASKED FOR PAYMENT LAST MONTH OF R500 WITH RECONNECT MY LANDLINE SERVICES, I TRUSTED THAT SHE WILL FINALLY BE ABLE TO ASSIST ME, YET ONCE AGAIN I HAVE BEEN PROVED WRONG AND MY SERVICES HAS BEEN CUT AGAIN.

I AM GOING TO REPORT TELKOM ON VARIOUS PLATFORMS AND HAVE MY FNB LEGAL ADVISOR TAKE THIS MATTER UP FURTHER.

I am rubie Stephens contact nr [protected] and upgraded to a Huawei p20 @R469 per month and a 11g data @R139 per month. My first billing on 4 October was R968 which is understandable. Now I received a bill of R1188 on the 4nov which is u acceptable and completely overcharged as I still had 369mb of data left which in accordance with icasa was supposed to be carried over to the new month. Thus I am canceling this contract and disputing the bill thank you

I've tried to cancel my service with telkom many times but nothing gets done to cancel it from TelkomsSA side.
I have been having problems with my adsl line for months. June month I've cancelled my services with TelkomSA online and via email to the provided email address on their site( [protected]@telkom.co.za) But to this day I am still been billed month by month and I am not using their service from May 2018. I am so fedup!
Please sort it out!