Telkom SA SOC
Reviews and Complaints

I bought a Telkom sim card to port my number from Cell c I used the method of which I was told to use after I received a message Stating: we have encountered a technical error when processing your port, please wait for one of our Consultants to call you, I waited no phone call from consultant received that was last week Wednesday, I called the To tell them about the error the next day and the Consultant that assisted me told me that I should open the Telkom sim insert it in another phone give her the number as well as the ICCID No. Of which I did, told me that error will be fixed in 72hrs of which that was yesterday, I then called again yesterday to be told that my number had not been ported I should send another sms to Portme#Id no.#ICCID no# did as I was told again. Today I call to find out that my number from last week Wednesday has not been ported instead they tell me to go buy another sim card when it's all the Telkom consultants fault for not doing proper follow ups no references to my request. Or notification it's totally unacceptable that a person has to battle to port a number then be expected to buy another sim card not to say a sim card is expensive but its time consuming, please work on your level of service its pathetic. No happy at all.

I have been trying to sort our our company PABX since the beginning of May. They eventually sent my papers to the technical department on the 25th and I was promised that my installation would take place on the 28th. I then phone back on the 29th only to be told that the stock is not there and they would escalate the reference.

I then had to phone back everyday there after to find out what is happening only to be told the stock would only be arriving on the 5th of June. Today is the 5th and when I phoned again this morning I was told the stock has not arrived once again.

My consultant was Dikiledi Maropeng and the other persons that I dealt with is Zayd Abrahams, Andre in procurement and also a couple of people in the call center namely: Lindi, Agnes and Thebogo.

I would like a response ASAP.

Kind Regards,

Laetitia White

I have a mobile wifi contract of R149 a month which I can afford with my monthly allowance but this rediculious amounts you've been deducting are unacceptable. In April the debit order was R502, in May you never deducted (of which I assumed it's because you over charged me in April) now it's June I get a text R352 debit order. This is not acceptable.

Good day, I have been trying to sort this matter out since last year Oct 2017. I cancelled my telkom landline as well as my adsl end of Oct and since then have been constantly trying to get someone to sort this out. Firstly I am still receiving accounts on a monthly basis and secondly I am due a refund on the money I paid. I have been sent from pillar to post, spoken to supervisors who have all asked for the necessary documents with regards to this matter and promised me that they would sort the matter out, only to find nothing being done. Each supervisor assured me to email again if nothing was done and that they would keep in touch, but to no avail. I have wasted time on the phone trying to sort this out numerous time. I eventually went through My Broadband and lodged my complaint with Telkom, I then received a phone call from this number (041) 505-6200 assuring me that the matter with the landline side had been sorted and Telkom had to refund me R1588.97 but that I was to wait until the ADSL dept got hold of me assuring me that they sorted out the charges and cancellation and once that was all done and they had worked out my refund as well I was to then contact Telkom for the full refund. This phone call happened on the 12th February and I am still waiting for someone to contact me. It is no good contacting the call centre because nothing gets sorted out and fixed. I would like this matter sorted out immediately as this has gone on for long enough and for a company as big as Telkom this is absolutely shocking and disgusting that a straightforward matter like this cannot be dealt with by staff and even worse by the so called supervisor's in charge. If this matter does not get sorted out in the next few weeks I will have no choice but to take this further and get in contact with Hello Peter and the Ombudsman.

I applied on the 18th of May 2018 for internet at my house. My telephone number is [protected]. Physical address 13 Stockenstroomplein, Colesberg, Account holder W J Piek account number [protected]. I received an account for uncapped services as from the 24th April to the 17th June 2018 and up to date nothing is installed at my house. I made several queries according to my application. My case number is [protected]. I am now waiting for a reply for more than 2 weeks. I received nothing. Not even a sms. Last week I phoned Telkom locally and Mr van der Merwe told me that he escalate the case. I than received a sms that they will see to the case. I phoned this morning telkom and was told that my case will send for escalating once more. I am really very disappointed in Telkom's services and if I do not received feedback of progress today I am going to the Media and the ombudsman. I am really sick and tired for all the reasons every time I phoned and than it took sometimes up to one hour to hang on to be answered.

Our phone lines has been off continuously the past weeks we cannot conduct our business as usual and are losing customers daily.

We need urgent assistance to get communication up and running and thus far have not been able to get any help from Telkom as they say the cable is faulty it was restored only for 2 days and then after it rained they said it was flooded.
Could someone please assist us in getting our business up and running with communication lines being restored.
our business is situated in Parow.
[protected] fault number [protected] business Manies Motolek 24 Jenkinson Street Parow East. email [protected]@gmail.com alternative contact number [protected]

Telkom is honestly the worst network. I couldn't buy data for 4.5 hours because every time I tried to I'd get the message "Network connection error or invalid mmi code." When I was finally able to buy the data I couldn't use the internet or whatsapp, why ? Because Telkom kept telling me that my data is off even though it was on and only hours later was I able to use my social media apps.
Your network is the most affordable, but the mountain of problems and frustrations that come with the affordability is really not worth it!

From: Shashi Samayiyi
Sent: 02 June 2018 10:44 AM
To: Zinhle Ngema (ZA)
Cc: [protected]@telkom.co.za; [protected]@telkom.co.za
Subject: [protected] - 5 Naidoo Lane, Fairbreeze, Tongaat - Customer Complaint

Dear Telkom,

I am very upset with Telkom...This is my 6th email to telkom about my ADSL line problem and still no feedback?
What's the problem with Telkom that that are not able to come and fix my ADSL line and do the job that they get paid for? I have been paying from December 2017 but not received a service, this is exhortion.

I am going to lay a complaint against telkom today at the national consumer commission, ombudsman, SA brands and wherever else I can lay a complaint because I am fed up with you at telkom not being able to come and fix my ADSL line problem.

Every day they tell me a technician is going to come and fix their faulty ADSL lines and problems, Did the technician get lost or what?
then they tell me the line is stolen and it is coming from oversees. This was 4 months. Then they tell me Telkom don't have the replacement package and they have subcontracted the work to Ashok,
I have been waiting for Ashok and Usha from April, they don't have the common courtesy to even send a mail giving me an update. Telkom also does not want to give their contact numbers, so how do I follow up?

I came to the store on the 19th May 2018, this was the 6th time I came to complain about my ADSL & Phone Line not working from December 2017,

I was promised that the problem will be sorted out by Tuesday 22nd May 2018, you confirmed this with the Store Manager,
however I am not surprised because I have been chasing Telkom from December without success.

I trust Telkom will contact me or send me an email update.

Kind Regards,

Shashi Samayiyi | PatCon Building & Civil Contractors | Commercial Manager
271 Paisley Road | Jacobs | Durban | Office: +[protected] | Fax: +[protected] | Cell: [protected] Website: www.patcon.co.za

This E-mail contains confidential information for the addressee only. If you are not the intended recipient, please notify us immediately. You should not use, disclose, distribute or copy this communication if received in error.
NO BINDING CONTRACT WILL RESULT FROM THIS E-MAIL UNTIL SUCH TIME AS A WRITTEN DOCUMENT IS SIGNED ON BEHALF OF PATCON.
PatCon cannot accept any responsibility for the completeness or accuracy of this message as it has been transmitted over public networks

From: Shashi Samayiyi
Sent: 28 April 2018 10:22 PM
To: Zinhle Ngema (ZA)
Cc: [protected]@telkom.co.za; [protected]@telkom.co.za
Subject: Re: [protected] - 5 Naidoo Lane, Fairbreeze, Tongaat - Customer Complaint

Zinhle,

See attached received from outlook. The recipients mail box is full.

Please advise

Sent from my Samsung Galaxy smartphone.

-------- Original message --------
From: Shashi Samayiyi
Date: 2018/04/28 22:19 (GMT+02:00)
To: "Zinhle Ngema (ZA)"
Cc: [protected]@telkom.co.za, [protected]@telkom.co.za
Subject: Re: [protected] - 5 Naidoo Lane, Fairbreeze, Tongaat - Customer Complaint

Hi Zinhle,

Please can you escalate this matter. The below mail came back say that Usha email box is full and cannot receive any more email. I am not pissed of with you guys.

Please can contact your manage and get competent people to attend to our problem. If i come back to the store. Im going to lose my head!

From,

Shashi Samayiyi
[protected]

Sent from my Samsung Galaxy smartphone.

-------- Original message --------
From: Shashi Samayiyi
Date: 2018/04/28 22:11 (GMT+02:00)
To: "Zinhle Ngema (ZA)"
Cc: [protected]@telkom.co.za, [protected]@telkom.co.za
Subject: Re: [protected] - 5 Naidoo Lane, Fairbreeze, Tongaat - Customer Complaint

Hi Usha,

Trust you are well.

With reference to the below complaint,

Please give this job your urgent attention. Considering we have been without Internet & a Phone Line for the past 5 months.

We have really been given the run around and inconvenienced over the few months.

First Telkom said the cable was stolen and its coming from oversees? What a load of bull! This was about 4 months ago. I called again about 2 months ago only to find out the cable will not be re-instated.

I then called the Technical department who said i must go to Telkom in Ballito they will be able to help. I went to Ballito about a month ago and was given Ashoks email. I sent Ashoks several emails. I am really disapointed and frustrated that Ashok has not even bothered to respond and assist us.

In addition Ashok has not responded to date. I have all the records and will use them in the court of law as my intention is to sue telkom for exortion. They have been debited my accout for the past 5 months yet i am not receiving a service from them.

Nonetheless i went back to the store today to cancel the service. The store advised me that the problem will be sorted out by latest next week Thursday. I sincerely hope telkom will keep this word. They have been such a disapointment in the past.

I am also a very unhappy Customer and will go onto social media to lay a complaint and highlight the back up service i have received was pathetic to say the least.

Please treat as urgent.!

Kind Regards

Shashi Samayiyi
[protected]
[protected]

Sent from my Samsung Galaxy smartphone.

-------- Original message --------
From: "Zinhle Ngema (ZA)"
Date: 2018/04/28 16:30 (GMT+02:00)
To: Shashi Samayiyi
Subject: FW: [protected]

From: Zinhle Ngema (ZA)
Sent: 28 April 2018 04:27 PM
To: Usha Ramsurran (U)
Cc: Ashok Heeralall (A)
Subject: [protected]

Hi Usha

Kindly assist customer from FAIRBREEZE Tongaat area she was affected by cable theft TELKOM is not replacing the cable, can you please assist to get WCDMA project customer contact number is [protected]/[protected]/

Thank you

I have queried this before! Up to now it's still not rectified! I'm getting billied for a Netflix account that was canceled MONTHS AGO and I also sent Telkom confirmation from Netflix that they were deducting payments from my account directly.

I want this resolved as a matter of urgency! This reflects very bad on my credit record.
J. Hicks
[protected]@gmail.com
[protected]
[protected]

Hello,
Since yesterday morning - 31 May 2018 - I'm not able to access my telkomsa address. I phoned and have spoken from the accounts department - who said my account is up to date - to the technical department - who said my account has been closed and I have to contact the sales department - to the sales department who said there is nothing wrong with my account, back to technical who said webmail is offline. Really? Why is it so difficult to tell me why I am not able to access my telkomsa.net account. My business relies on email communication and I'm not being assisted by the service provider, Telkom. Who do I speak to to get access to my email?

To whom it may concern.
Dear Sir/Madam
Good day I am sending this email regarding the phone line : [protected].
Installed at: 2 Swinton Rd Mobeni Durban
This line has been installed at the beginning of the year and only worked for one week until it stopped having a dial tone and that has forced me to make numerous unpleasant phone calls to Telkom Regarding the replacement of the faulty line.
During this time telkom has still been billing me for services that I have been unable to use due to a problem from your side.
Please could someone contact me regarding this matter as I would like my funds to be credited.
If this matter could be expedited it would be very much appreciated, my contact details are as follows:
EMAIL:[protected]@telkomsa.net
Phone:[protected]
Phone:[protected]
Kind Regards: Romeo

Dear Customer

We hereby acknowledge receipt of your fixed line Consumer Contract and Services Cancellation/Retention Request. Your request will be attended to within 21 business days. We will endeavour to contact you to verify the information provided and/or confirm cancellation/retention options available.

Please be advised that:
• This mailbox handles consumer fixed line cancellation requests only and for all other requests e.g. Billing, Faults, DSL Speed issues or Order Progress, please call Telkom on 10210.
• Please note that all cancellation requests must be accompanied by a completed and signed "Consumer Contract and Services Request" form. The form is available at https://tlkm.link/ConsCancell.
• Please include proof of the account holder's identification or duly authorised person's identification (copy of SA ID or passport).
• Copy of death certificate (where applicable).
• Failure to provide the above could lead to unnecessary delays.
• If you resend your request to include supporting documentation, then please also include the Cancellation Request form in the same email.
• Moves and relocations can be completed online at www.telkom.co.za/moving
• For Business fixed cancellation requests, please provide a cancelation letter on the company letterhead accompanied by a copy or the account holder's ID to [protected]@telkom.co.za. The business cancellation from is available at http://tlkm.link/BusCancell.
• IF you have a DSL service with another service provider please first contact your DSL services provider, cancel your DSL with them and inform them to convert your DSL line back to a voice service (PSTN). Once confirmed, then please email your voice line cancellation request to Telkom. The form is available at https://tlkm.link/ConsCancell.
Please note that a standard written notice period applies in terms of changes to Telkom products and services.

Kind Regards
Telkom
Below is one of the communication l was having with Edman P from Telkom customer care with no further assistance.
Good day Edman,

Herewith requested information :
Account # [protected]
Alternative # :[protected]
Service ref :[protected]
Case # [protected] (2018/01/03)

Brenda

Good day

I am really frustrated right now and I really wish that this issue will be settled now.

I had a contract with Telkom, which I cancelled in September last year (2017). The contract was for R99 per month. I went into the store and they gave me forms to complete and to sent to email [protected]@telkom.co.za, which I did. And I asked for the contract to end on the last day of November 2017 I followed up via email, phoned several times and even went into the store for confirmation. Never did I receive any feedback. So eventually I spoke to a lady Cele Zulu and she gave me her email address [protected]@telkom.co.za and asked me to forward the cancellation to her and she will make sure that everything get sorted out. I did forward the cancellation to her as wel, but never got feedback from her, even after several follow up emails.

Because I know that I have to give 2 months notice I decided to stop my debitorder, because no one gets back to me and the contract is still going off. The last debitorder went of at the end of November 2017 and the it was stopped by me.

The next statement I received was 1 January 2018. The contract was still active after I tried many times to cancelled. At that stage I was overseas and tried to get reaction via email. No response. As soon as I returned to SA I went into the nearest store. The kept me waiting for hours and promised that it would be sorted. But the I received a statement - now owing R497.94. This is a topup of R99 per month. 1 January 2018 still R99, 1 February 2018 R497.94. How do one get to that amount anycase? So without my consent Telkom deducted that amount from my bank, which I reversed, as this contract was cancelled in September 2017 to be ended 30 November 2017. So this morning I went through my statement and found out that Telkom deducted the amount of R670.60 again.

Please help to sort this out. I have every email and names of people I spoke to. I even went into the Tableview shop several times. I feel that this is not fair as I do not owe Telkom money.

I have a question for telkom... How can you allow a business to have faulty lines for 3 months and still be ok with that pathetic service.

I have been in contact with telkom since early april 2018 and I still dont have a resolve. Hwever I get messages informing me that the issue is resolved, but the problem still persists.

Telkom is useless. If you want your business to have unhappy clients then opt for telkom services... Bloody [censored]

Please call me on [protected] (not holding my breath)

I am an orthopaedic surgeon who has retired. I have been trying to cancel the land lines at my practice without any joy.
If you phone the call center you are told to submit the forms by email. After which you receive an automated reply with a website link that does not work.
The call centre cannot/will not take the request over the phone, must be in writing, which is fair enough but in the meantime they are billing me for a service I no longer require and I have received no assistance in resolving my problem. The Telkom stores also will not aid in any way.
Obviously the mobile side of the Telkom business is now top priority. I need to resolve this issue.

To whom it may concern

On 26 April I paid my bill of R547.56 via eft on the website, 6 working days before the debit order goes off. On my May bill there is a rejection fee if R202.70. On the website it clearly states payments take up to 3 working days to reflect so why is there a debit order rejection fee on my invoice for an account that was paid before it easy even due?

I lodged a query via your call centre and the lady I spoke to Xoliswa Phabehe gave me a crap attitude telling me to do a debit order. I have had no problem paying my account the way I have the past few months so I will stick to eft. I eventually asked to speak to a manager who was apparently busy. I requested his email address which bounces so I was clearly given the wrong details.

I was never contacted and the case was just closed which I queried again and up until today no response. I paid the bill as usual on 26 May. I want the amount of R202.70 credited because it is not my problem if you only check for payments 7 days later!

Telkom gives endless problem's. I most certainly will not renew any of my contracts!

Telephone number [protected] has been cancelled without my parents consent. They are in their 80's and need a landline. They have been told that "they" disconnected it! They have been in the same house for 50 years and need their line. I want Telkom to produce a form with one of their signatures on it! The last account even had a disconnection fee on it, to say the least, that was not paid! It has been aboout 2 months ago now since the line was disconnected.

We are not impressed!

Yours

Mrs B van der Sandt
[protected]

I submitted a request to Telkom to cancel my router contract which actually expired last year and is still continuing because obviously Telkom just love stealing money from under peoples noses.
Now I have to jump through hoops, do cartwheels, murder a leprechaun and bottle a rainbow just to get it cancelled and even then they will still keep charging me because, hey, who cares about cancellations when you can steal peoples money?

I am sick of all these corrupt South African businesses that are predicated on innumerable clauses, terms and conditions which are intricately designed to trap the unsuspecting citizen into the most heinous and soul destroying circumstances imaginable.

From Telkom with its subversively innocuous money pilfering tactics to insurance companies that fleece innocent people with their convenient loopholes and narcissistic disdain for other human beings, to the innumerable other artfully designed fronts which camouflage criminalistic and autocratic organisations.

We as the tax paying, law abiding and evident minority need to do something about this. But the question is, what?

Riaan Volschenk

Hi. I have a complaint about Telkom's bad service, and don't know what to do anymore... hope you can help. At the 5th of March me and my father in law went to Telkom branch at Cape Gate to sighn a contract for fibre internet after receiving a pamflet for telkom internet. My father in law wanted the pakage they offered. The pakage was for R799 for uncapped fibre internet as well as free landline and calls. As he is 84 years of age and have no idea how internet works, he asked me (his son in law) to come with him to sighn the contract. Then the two of us went to telkom at cape Gate on the 5th of March. When we got there, one of the agents helped us, and said that my father in law need to bring his ID as well as a 3 months bank statement and proof of address. (My father in law have a landline and are a telkom customer for most of his life) We went back home and got all he needed and went back to sighn the contract. (all in the same day) We went in and sighned the contract and gave them all they needed. They said to us that within 2-3 weeks a telkom person will come and install the fibre internet. We waited for 2 and a half weeks, and after still not hearing anything from telkom I phoned them to ask when they are comming out to install the internet, as it is already 2 and a half weeks and we have'nt heard from them at all. The telkom reprsentitive on the phone told me that the contract was cancelled on the 5th of March. (the same day that we sighned the contract) I told them that we did not cancelled anything. I asked why telkom did not let us know about the cancelation and let us wait for 2 and a half weeks, and I had to phone them to find this out. The telkom person at the other end of the line told me that she will look into it and someone will phone me back. After 2 days that no one phoned back, I asked my father in law to phone them and find out what the problem is. That afternoon he told me that they said that the contract was cancelled because telkom don't have fibre in our area in Bellville. They told him that we need to work through Vumatel that had recently installed fibre to our area. (just to add something. After we sighned the contract, there was a telkom guy at our house to sell us fibre internet, and we told him that we already signed.) I went to telkom at Tyger Valley centre to find out what is going on. They told me that we need to phone Vumatel so they can install the fibre. Then when they installed the fibre line to our house, I need to take the VT number Vumatel gave us as well as the sighned contract to telkom. A week later the line was installed, and I took all telkom needed to them. They told me that in 1 - 2 weeks telkom will come and intall the modum. After 2 weeks had past they delivered the modum and left. (Without doing anything). I went back to telkom at Tygervalley. There they told me that it is a self install unit. There was a pamflet in the modum box how to install it, but nothing at how to install it to a Vumatel box. I told them that I have already connected the modem, but wa not sure if it was correctly done. I needed a telkom tecnition to come out and install it. They told me that one of their tech guys will phone me to help me. He then phoned me and told me that Vumatel must come and do it. I told them that Vumatel did what they need to and that it is telkom that need to connect their modem so I can have internet. He kept on putting me on hold fir more than 30min on and off.in 3 min he told me that he is looking in to it and putt me on hold again. After 30min he still didn't help me I put the phone down and went back to the telkom's office. There and then I wanted to cancil all we had at telkom, because I was tired if their bad service. A young guy at telkom told me that he will help me. He told me that when I took the VT number in, that that person that helped me didn't logg anything, wow bad service! He helped me and did something on his computer. He went back and forth from his superiors to me. He told me that he will phone me when the internet is activated and come after hours to help me to intall the modum. Wow awesome service. I was so glad that someone from telkom was willing to go the extra mile and help. Me. I waited for his phone call, but till today I havn't heard from him. Then I phoned telkom again. Again they told me that nothing has being done! Wow bad bad service, well actually... no service what so ever! Then the telkom person on the line told me that he logged it and send a request to Vumatel to activate my line. I heard nothing and then decide to phone Vumatel myself. I phoned them and they told me that it is telkom that activate my data, because they are my isp. The guy from Vumatel arranged a time to come to me and log it from my house. He told me that if they do it, it goes a bit faster, and telkom react faster. Before he came out to me, I phoned telkom to get the username and password. I again were on the phone for an hour and a half. Then this person tell me to phone telkoms tecnical dep. Then the tech dep told me I need to phone back to the dep that referred me to them to get a other number that he need to have to be able to give me the passw and username. Then I phoned back to the tech dep, that this time told me I don't need a username and password. He told me that I need to phone back (because they cannot put me through) to the first dep I got the number from and make sure that all orders is closed and that there is no open orders. I did so. There the guy told me that there was a order open and asked me if I got the modem. I told him that I have the modem for 3 weeks now already. He said that he will logg that, because it havn't being dine yet after 3 weeks. He told me to wait 3 days. Ater that the Vumatel guy were here and sended a request. Vumatel guy told me that within 48 hours a telkom guy will phone me to activate my pakage. That was last week and Thursday... I still do not have internet! What should I do? I am so frustrated atm and gave up on telkom at all.
Riaan Volschenk
[protected]

Over a month now that we have received nothing but terrible and disgraceful service from Telkom. We placed an order online for the uncapped ADSL WiFi contract on the 10th of April 2018, after the application was approves we were then advised to make a payment for the deposit which was done at the Centurion Mall branch on the 26th of April 2018. When we enquired the way forward we were advised to wait for a call for installation to be received within 7 to 14 days. The period passed without any communication received from Telkom. I then visited the branch again to enquire, that is when I was advised that the order got lost and they have to create a new order which is not what we had signed up for because your online packages are "different" from the packages at the walk-in-centres, meaning now have to pay more that what we had intially signed up for. Ok, that's not the issue, the issue is that till today the installation is not done over a month already, everytime we call or go to the branch there are always problems, either they have to create a new order again or there are issues with the address, or payments not reflecting.

Due to the frustrations I could no longer deal with the customer service reps and requested to deal with the manager Gladys Gumede, whom has tried to help tirelessly to get this done communicating with the "back office", she has exhausted all her powers as the order is now stuck somewhere with "IT" on the system and she cannot do anything further to assist. We don't even know now how long we have to wait for this to get done. This is urgently needed and we are not willing to settle for any other package than the one we applied for.

It is so frustrating, infuriating and disgusting to be receiving such a terrible service from such a reputable company that has been providing services nationally for years! Can someone urgently get back to us within the next 24 hours otherwise, tell us if you do not need our business so we may cancel and search for other service providers interested in doing business with us. We cannot help but worry about the service we will receive from you within the next 24 months of the signed contract if you are failing dismally to service us now in the beginning.

Looking forward to your prompt positive response😠

Customer ID [protected]