Telkom SA SOC
Reviews and Complaints

This telephone was installed on a farm between Senekal and Ficksburg. Since installation my brother cannot receive any incoming calls. Every time they tell him to travel to Bloemfontein to do a sim swap, which he has done now 3 times already. And still - no incoming calls. He can only phone out. Eventually they gave him a ref nr: [protected]. We know how dangerous is is to stay on a farm. Every month he pay his full account, not only half. I want this resolved please. You can contact him Cell [protected]. Steyn Lombard and e-mail me please.

First thing first that never ever open any contract with Telkom mobile even they offer you something free.

I took WiFi contract with Telkom. It is almost a year now. The issue started from last month when I had some issues with my banking because someone was trying to debit big amount from my account so I stopped using the account for month so. I phoned all the companies who are doing debits in my account to inform them that I will deposit myself the monthly instalment in their accounts till this issue with my bank is resolved. Not one company had issue with this but than only Telkom. The agent advise me first no problem I can pay cash but debit order still go through but will bounce back unpaid. One thing he doesn't advise me that debit order will bounce back and I will be charged R200.94 rejection fee. I received my statement on the 7th and shows R200.94 rejection fee extra to be paid. I phoned again but no help (remember one person who don't know what he is doing Senzo Nhlatho) and at last I spoke to Palesa and that consultant tried to help me. She escalated my call to senior. The good part is senior person (Lerato Boleo) was same like Senzo. She is giving me rules but no solution. She tells me that I have to pay rejection fee and if this month again my debit order reverse than it will again R200.94 . And if I don't pay this amount my name will be on itc. I was requesting her again and again that I only can pay cash please don't submit debit order. But she says that it is rule we have to submit debit order or you must pay before 10 days of the debit order date. I requested again that I only receive money end of the month and how can I pay 10 days before the debit order date. She said she can't do anything.

Moral of the story no help from Telkom.

Fault report 17 FEBRUARY 2018
Today 27 February 2018
Telkom faults 10210
Reaction on my complaint mails is just that fault has been escalate.
up till this moment my landline [protected] is still not working
I am using a stick to do business on the internet.
This problem is now major and unacceptable every day goes by and nothing happens and it seems if Telkom is just not caring to fix this problem . The ref no is 54ATK170218 - a mister Lebo write on my Facebook the fault had been escalate that is all - I phoned mr Dumelo at [protected] at Bronkhorstspruit about this and he said he will look into this - This is not good enough I want the line fix, so I hope someone will help me this is also not the first complaint of me to the complaint board

I have phoned Telkom several times from 11/02/2018 that my Wifi is not working and my router only flashing a blue light. Ref: 1079792/ Track fault: 71CTK110218. Each time they were assured me they are looking at the problem. On 26/02/2018 I phoned again, where I was informed the technician was at my home the previous Tuesday and no one was there. I asked the lady why no one phoned me beforehand as I explained to all the consultants that I am at work during the day and that they have to phone me beforehand. At about 15h43 on 27/02/2018 a technician phoned me that they were at my home. I told the lady I will be home in half an hour as my mom has MS and is alone at home. My mom let them in while I was driving home. The lady phoned me back at 16h08 to let me know the line worked and that I had to take my router to Telkom store to be tested and replaced if damaged. I went to Telkom Direct store in Centurion Mall on 27/02/2018. The consultant at the store informed me I have to replace the router.

I finally went to Telkom Direct store in Centurion Mall on 27/02/2018 at about 10h00 am. Unfortunately I cannot remember the consultants name who assisted me. The moment he plugged in the Wifi Router, it started smoking. He then informed me that I cannot hold Telkom responsible as it was either lightning or a power failure that caused a power surge to damage it. He informed me I must buy another router from incredible connection and bring it back to be set up with my details. I asked him why as it was not our fault. He says it is an old problem where the technicians installing the device at home, does not do it correctly through the input and output plugs on the power plug. I asked him why no one advised us on it when we took out the contract and he said that he cannot answer me. It is unfair to expect me to replace the router myself and keep on paying for a contract when I am not using it anymore.

Thus I am asking Telkom to replace the Wifi-router or Stop my contract without cancellation fees. As this incidence was not my fault (I am not a technician to know these things), I hope to have a positive response from you.

Morning

This is now getting a big problem off for nearly a month contact telkom only to be told every time they busy with it. Every 2nd day I get a message saying we busy with problem my telkom was off get a ref nr waiting for about 2 weeks divert my 2 lines to my cellphones then they said that it is been fix when we cancell divertion this line was still off and still are. Report it again ref nr 531crk090218 [[protected]] still off at one time when we phone in and the lady pick up said she phone the tech any he is just busy with something else when contact us as soon as he is finish still waiting. Please this is getting out off hand know this is a business line and as told before loss a lot off business,

We got 2 landlines one working after divertion. Other not
Mr spies
[protected]

Hi,

I've purchased a prepaid Telkom Mobile simcard today because I was attracted by the LIT Bundle of 50GB data for R229 as a once off purchase. I double checked what this product offers and selected the Video option to view the streaming apps supported by the service provider.
I found that Google Videos, YouTube, Showmax, DSTV as well as Netflix SA is the only streaming application supported as per the self-service menu (*180#).
I don't have DSTV and not using Showmax or even YouTube (don't know what Google Videos are), but seeing that I recently subscribed to Netflix I knew this is a great way for me to save money by purchasing the lit bundle provided by Telkom Mobile to use Netflix only because that's all I use and its available on the LIT Bundle.

When I came home from work I tried using the Netflix application with the LIT bundle and it gave an error message : "please connect to the internet"..
At first I thought perhaps it's not connected properly as I've set this as a WiFi connection through my telkom router. I checked and this was set up correctly.
I then tried going on Google and it worked as it's allowed me to select and view videos. I also double checked by trying anything on the YouTube application to see if this is perhaps a application fault... YouTube worked perfectly fine.
I then change my connection to a normal data connection without the bundle as I have 3 Telkom mobile SIM cards to see if it might be an error with the Netflix application itself - to find that the Netflix app works perfectly fine with normal data and I'm able to stream with no issues on normal data.

I called Telkom customer service to query this as I found that there's something wrong as I've done the checks to confirm if it's the phone/data connection/Netflix app. And so far there was nothing wrong any of the above aside from when I try using the lit bundle on this application.
I spoke to the 1st agent and she stated that I call Netflix coz there's nothing wrong with the service provider and this must be an issue with Netflix as they don't deal with 3rd party application issues. After 30minutes of explaining she then placed me on a MUTE..not a HOLD. Where I know that she can hear everything I say on my side... She came back saying: "Sorry for the inconvenience, we've experienced issues with Netflix and we it's been removed." I asked her what does that mean because I purchased the bundle for Netflix and now I get a sorry and there's nothing that can be done. I must ma just use the other supporting applications for videos.
At this time I'm very upset because 1stly this female had no interest whatsoever to my concerns and did not show any remorse to the fact that this was a Telkom error. I've made it clear that even whilst speaking to her I checked to see if the bundle says anything about the error of Netflix and it still shows that Netflix is a supported application for the video option on the LIT Bundle.
She didn't bother by even trying to help and just said there's nothing she can do. I asked about what's going to happen with the money I spent on the bundle because how am I supposed to use it for I don't use the other supporting applications. She put me on MUTE again and transferred me back into the customer service queue.

At this point I spent about over 40min on the phone because of this arrogant and incompetent agent that had absolutely no listening skills.

I then let my wife called from her phone (also on Telkom). Who then spoke to a very polite and understanding agent, called Jade.
Understood immediately after explaining everything mentioned above and then consulted with her team leader for further assistance. She validated that the Netflix application is no longer available on the LIT Bundle and apologized for this. We then asked seeing that it's going to be a problem for a refund is there anyway that the airtime can be reimbursed and the LIT Bundle can be removed as this will be deemed as a waist of money.
She said they can't do anything. We asked to speak to her team leader and she said the team leader cannot come to the phone because of another call. Jade blatantly just said there nothing that can be done.

At this time I'm fuming. I know that it's not Jade fault and I'm sorry if was offensive to her but this is not the first time that Telkom is doing this to me. I have contract where one of the agents added a recurring data bundle without my consent when I never needed this as I receive data every month..no one in Telkom took ownership of this error not did anyone consider apologizing..
So you can only imagine how I feel about Telkom not making any effort to right the wrongs they're responsible for.
In this case I believe it shouldn't be an issue for the team leader who could have come to the phone and said we will give you the airtime back as we can see the self-service menu still shows that the Netflix application is supported by the LIT Bundle. But as I've mentioned that no ownership has been taken in all the experiences I've had with Telkom.

All I want is my money back as I've lost a R230 because of the inaccurate information on the self-service menu that's constantly promoted on the automated menu whilst calling the customer service center.

I feel so disappointed in Telkom as I've been loyal to this service provider for 5years+ and my experience with the majority of the people you employ is a complete and utter disgrace to the business you have and the brand you proudly promote everywhere.
Can someone please call me to help me getting a solution that's favourable to me as I have been negatively impacted financially, as customer of Telkom as well as perception of your representatives that should be displaying your brand(where all they do is drag your name in the gutters and damaging your brand).

#givemebackwhatsmine

Regards

Mr Livid

I have applied for Uncapped Wifi deal for R599 in January 2018.
I was called by technicians and was told the principle of the school where they need to put cables on poles to my house is not letting them in the school, said the principle said they must replace the poles in the school because the poles are going to fall on the kids in the school.the technician contacted me and said the poles have been replaced and the principle not allowing them in the school. i then took of on 23/02/2018 to go to the Bluff branch and was told the technician said the pole is not in the school and principle still not allowing them on the property, i then went to the school to speak to the principle Mr Oliver and he showed me the poles are in the school and that the cables from the poles are lying on the ground endangering the school kids, he said he spoke to Telkom and its falling on deaf ears, anyway to cut a long story short, the principle said he will allow them in the school to work on the poles to install my WIFI. now my question is when will they contact me to tell me when they will be coming, because its over a month now and i am still waiting. i called the bluff manager and she is rude as ever, says she cant get hold of technician to tell them that the principle will allow them in the school, thats a load of [censor]. What pathetic customer service this is anyway if the line does not get installed by Wednesday 28/02/2018, i will be going into the branch to cancel this deal with you

My landline is not working for over a week from 17 February 2018 until today 26 February 2018 .
The Telkom SA consultant told me everyday when I phone everyday that the problem was still not escalating to a technician and the complaint has not been given attention .
The number I have been dialing to file for faults is 10210
The reference number of the fault reporting is 54ATK170218 and the escalation number is 1081351

Please see attached statement. The debit order for january went off successfully. I signed up for a contract of r286 a month. However today I was debited r486.94. I want my r200.94 refunded immediately!
I made arrangements for my contract to be fixed! No one can tell me why a double debit went off on my account. My debit order for january went through successfully.
I am not waiting 7 days for a refund. I want my refund immediately. I spoke to khanyisile feli this morning who deliberately gave me the incorrect email address for complaints. Please resolve this soon

I am standing in a queue for the third time since I have been using telkom. There are old people in the line, there are disabled people in the line and in front of us is one desk... One desk!... With 3 consultants sitting behind it... I've been here over 30 minutes already and the queue does not seem to be moving! Diamond pavilion mall in kimberley! It's an embarrassment!... There is no queueing system!... There are no seperate departments for sales, services, repairs, collections, etc... And as I look behind me now the queue is right out of the door! So many valued and committed customers and this is the way you treat us!... Can you please review your setup!... Please!... There is nothing wrong with your product... Please let us have a matching service...in the time it took me to think up and type out this message only 1 person has been helped!

Two years ago I ported in to Telkom mobile from Vodacom. On the 16.02.18 I requested a sim swap at Telkom mobile store, the Grove branch, because I needed my number back as my sim card was damaged. I was given a new number instead. When people call my old number after the sim swap, they get a message saying that 'the number does not exist'. I contacted the Telkom call centre and I was told that my number has automatically ported itself back to Vodacom, I should contact Vodacom for assistance. The solution did not make any sense to me so the following day I went back to Telkom store, the consultant could not explain what happened so she also sent me to Vodacom store and refunded me R20 out of the R35 that I paid for the sim swap, because the sim swap costs R20 at Vodacom. I went to Vodacom store, however they couldn't assist because my number is serviced by Telkom. I contacted the call centre again, I was told that my number is indeed serviced by Telkom and they will conduct an investigation to find out what had happened and get back to me. I waited two days for the feedback and when I didn't get any, I went to the store again, on 21.02. 18. Again they denied that my number is serviced by Telkom, even the lady(Kristen) who helped me with the sim swap said my number is not on their system. After wresting with them, they escalated the issue to their technical support team([protected]@telkom.co.za) and they(Errol Andrews) responded saying that a number change was done, citing customer request as the reason. The sim swap form at the store that I signed shows that I requested a sim swap not a number change. To be honest I didn't even know that one can get their number on their sim card changed. When I responded to the customer support and operations team
they just keep on sending system generated messages that my query was attended to even though my number is still not working. All I want is my old number back. Even if they port me back to Vodacom it's fine as long as I can get my old number back. I feel robbed because a number change was done without my consent and besides my old number is linked to a lot of things, I have had it for 10 years.

My phone has been out of order since monday, 12 feb 2018. I finally got to report it via the sms service. Today is friday, 23 feb 2018 and my phone is still out of order! I cannot 'track' my fault on their webpage as it only allows me to report the fault, which I have already done! They have only sent me 1 follow-up sms saying they are busy investigating but that was on 21 feb 2018. Good grief, is this what state capture has done to our only landline service provider? And yes, as you know, a customer cannot send them an email to enquire about your fault! How convenient!

I asked for my fibre to be moved from Pietermaritzburg to Pretoria on 11 January 2018. It hasnt been done yet although the 21 workdays has already come and gone. At the sales (10213) they indicate that nothing has been done yet but if I cancel the contract penalties will be paid. At 10210 they claim that the sales department at 10213 must assist but the lady send an email to the branch to ask that the order be moved forward. At the branch the Manager indicates that they cant do anything as it is the technical department's work now to execute the moving of the line. In the interim I have no service but funds are being deducted from my account for a service I am not receiving.
I need my service without delay. My contact number [protected]
Reece Newman

Telkom have the worst service ever, I have been waiting since last year December for a adsl line to be installed.

I received this e-mail from them on the 5th of December:
"Hi, Charlotte

Thank you!

This email serves to confirm that your online order has been placed - a credit vetting process will now commence and a Telkom agent will be in contact within 48 hours to finalise your order.

Regards,
The Telkom Team"

A telkom representative phoned me about 2 weeks late to confirm my order application.

After I went to Telkom direct the 5th of January in Kolonade retail park, the let me know that there was a confusion with my address, nobody phoned me to resolve the issue! I mean it is a telephone company, why do the not pick up a phone and find out.

On the 23rd of January I received an sms to say that a technician will com out to install the line the 24th of Jan. I took of from work, yet no technician showed at my house the 24th.

After ample phone calls to telkom they scheduled an appointment 27th of Jan, again no technician showed up. Phoned telkom again, after a week they scheduled an appointment for the 8th of Feb, the technician showed up, just to tell me he cannot complete the installation because there is a problem with the line at the pole. How is my neighbors internet working then, they are also with telkom ?

They send me an sms again to say that they are coming out on the 15th of Feb, however I have taken off from work times already and was not able to take of from work again !

I have been phoning from the 19th of Feb again for them to give me a new date for installation where they just keep telling me, the problem is with their technical department and are unable to give me a new date. Each time I have to phone them it cost me about R50.00 out of my pocket.

Today is the 22nd of February, and nothing has been done !

I need urgent feedback regarding this, as it is unacceptable. Most pathetic service I have ever had.

Telkom ref 20/[protected]
Telkom ref 21/[protected]
Telkom ref 22/02 - 184892734b

I have had more than enough fights with telkom representatives, supervisors and managers, please get this sorted asap !

Good Day, It would have been no use calling the call centre, just now they mess up my line up again or tell me I need a new line again, All I need to know if there is a problem in Lenasia Extension 13 with Telkom ADSL lines
For the last 3 nights or afternoons, that it 19th Feb and 20th Feb and last night . 21/02, I am not home now so I am not even sure if it is working right now, the ADSL is absolutely slow and at times not responsive
At times it even says DENIED ACCESS
If the ADSL is not slow, we are unable to connect
Is there a problem or is it just my ADSL ?
If it is either, please can you get someone to cancel this contract for me
This is a huge waste of my time, money and effort
Just recently I had issues with Telkom and now again
please can I have feedback now this morning
Regards
Razia Khan
[protected]
ID [protected]
[protected]

Good day
I applied for a cellphone contract yesterday online with Telkom.

A agent call me today between 10 am and 11 am to tell me my Huawei p1 lite was successful and did my application online, but because me and my husband have a joining ABSA account he told me that I must go to my nearest branch to get a confirmation letter that indicates that I have full authorities on his account and then go to my nearest Telkom store and show them the letter and receice my phone.

When I got there at my nearest Telkom store there was no indication that I was approved and the guy was unable to help me.

Can you please assist me as soon as possible because this whole thing cost me about R200.

My number is [protected]

Kind regards
Annalize Corbett

So i ordered a mobile online and a consultant called me and we went through all the processes together and she mentioned i will be called by the delivery department within 5 days to get my mobile she never mentioned about the initial payment that will be debited before they deliver the phone, Waited for the call for delivery so during the week i got an sms that i got a debit order that bounced back as i didn't have cash in my account as the lady didn't mention about it. I received an SMS that the order had been declined after credit vetting. So the following day i called Telkom to Enquiry why my order was declined they mentioned that they were no available funds on my account so i deposited cash and asked the lady on the phone to push through the debit order which the following day it went through R189-00 was debited from my account. So i called Telkom again to Enquiry when am i getting the phone since you have debited my account to my suprise i'm being told my order has been declined, declined how now as the lady i talked to mention it was only because of the debit order that bounced back which Telkom took my cash the next day.
So now i'm sitting here with no phone and cash debited from my account and I've been calling for assistance and no one is really assisting me with this so far i had to talk to different people everyday and they keep telling me different things

On january 18th, 2018 I received an official email from telkom with the following text:
Hi anreas wolf

We see that you are eligable for an upgrade on your current [protected] contract valued at r199 per month.

Congratulations! You also qualify for our summer double data promotion. This means that you get double your data for only r50 more per month. Or you can bump up your plan to the smartbroadband wireless 10gb lte for only r150 more per month.

According to this email I wanted to upgrade my contract by paying r50 more per month in order to receive 100gb data daytime and 100gb date night time. At the moment I pay r649 per month for the lte-a 50gb daytime and 50 gb nighttime data contract.

After receiving the above email first I went to the telkom shop in eastgate shopping centre. The manager told me that he is not aware of such an offer although I showed him the above email. He mentioned I should phone telkom upgrade department under the number 10213.

I phoned the upgrade department and they also said that they dont know anything about this email. They only can offer me a contract for r799 per month for 100gb. But they mentioned I should press on the button of the email to request a call back.

Afterwards I requested a call back. The person at the call centre of selldirect mentioned again that he is not aware of such an offer. He can offer a new contract for r749 including a new router and 100gb daytime and 100gb nighttime data.

I mentioned that I dont need a new router and that I just want to get what telkom offered to me in the official email.

I am very unhappy that 3 sales channels of telkom are denying the knowledge of an official email from telkom and stubbenly stick to their offers they can make. The person from selldirect even refused to let me speak to his manager.

Is it somehow possible to get something what telkom officially offered to me?

Regards

Dear Accounts Department

I have noticed with concern that you are repeatedly sending me this account and trying to deduct money from my bank account as well.

Please be informed that I cancelled this deal immediately because it's a duplication of an existing service which I have with your company.

I already have a telephone, modem and internet line and will never be able to afford another similar product. I returned your modem unopened to Telkom Park and would like you to stop sending me account this account because I owe you nothing.

I hope this will be addressed soon and I thank you for your co-operation.

Please find attached the document which I returned with the modem.

Thanking You

CM van Vuuren

I reported that my landline was down and my adsl line is very slow on 5/02/2018. I received ref. no. 519CRK050218. After a week of no response I escalated the matter, escalation no. 1073754. To datewhich is now 3 weeks I still have not received any update on this matter. Every time I call the call centre they say a technician has not been assigned to my problem. What is the point of escalations when they don't even work. I am really frustrated at the lack of service and would like to know when will this be resolved. I cannot be paying for a service that is non-existent!