Telkom SA SOC
Reviews and Complaints

Shocking, no care attitude, no help and get no answers. I terminated my Telkom ADSL line due to shocking service and from the time of taking out my account with them, I was first billed in excess of R7000 for Yellow Pages from a Previous owner of the phone number which took weeks to get resolved and credited, Thereafter I never got bills and my address was consistently wrong and was never fixed. I cancelled my account in February 2017. Confirmed by Telkom. I have NEVER EVER RECEIVED ANY INVOICES or bills, and that is because Telkom could never get my address right. Telkom have confirmed I cancelled my account and have CONFIRMED THAT THE PHONE NUMBER WAS ALLOCATED TO SOMEONE ELSE IN JULY 2017. SURPRISE SURPRISE I now get handed over for an account which is OUSTANDING. No phone calls. No requests for payment, no invoices, no billing just handed over but i have not had a Telkom account since February for this EXACT REASON. So frustrted ! and I get told, JUST PAY UP ! so sick and tired of shocking service and now I have a bad credit rating because of Telkom. Phone the company that I was handed over by and no joy there either. Pay up. I asked the person on the other side so would you pay for an account which is not yours and is R2000 of course the response was NO.

I want my bad credit rating removed immediately due to your incompetence. !

Hi

I had applied for an adsl package of 100mbps from a representative that was promoting telkom in clearwater mall on the 21st October 2017. I asked all the necessary documentation that would be needed in orrder for the application to go through. In the weeks up till date I have tried to contact him and had received no response just to find out the application had been dropped for missing documentation.

The 4th November 2017 I spoke to a consultant at clearwater mall which told me I had to contact head office since representatives are sent from there. I contacted head office and spoke to a consultant who was extremely rude. Slithembe was the consultant's name and the call took place @ 11:41am. She constantly spoke over me throughout the call and didn't provide any solution with my problems. Instead telling me to go back to the telkom store. I asked for the call reference to be sent to me, said she would send it and I gave her my number. She didn't send the call reference to me for the mere fact that she knew what she done was unacceptable. Please address this accordingly before I am forced to esclate this.

My email address is harrislb6.[protected]@gmail.com for further contact.

I took up a contract with telkom in June after my previous contract expired with them too. The incorrect device was delivered to and I complained immediately about this and the device was collected from within 3 days of receiving it.
At the end of the month I was billed for the device and I called in to query this and was told it would be resolved. It's now 5months later, more than 20 calls later, more than 20 emails later, I'm still paying for a devise I don't have I can't stop the debit order because I'm billed for all my telkom devices on one bill.

Please assist in resolving this matter. My contact number is [protected].

My wifi router is not working. Called in so many times and ref numbers but still no help. I dont get feedback from tecnical support or any other telkom agents. I must pay but no service for almost 5 months or maby even more. Please help me. [protected] in my number to call. They keep on closing my case numbers and when i call in they say it will be resolved within 48 hours but nothing is happening.

Since around the 1 St October I don't have internet or it is on and off. More off than on. I phoned many times the 081180 number and was told every time to restart the router or reboot and other stuff. No one wanted to give me a reference number until the 24 th when a woman gave me the number [protected]. She said a technician will contact me within 72 hours. It is now 11 days and no one contacted me. Yesterday a woman at the telephone said I must take the router to Montana Telkom store to get it tested. There a woman told me immediately they can not test it I must take it to Menlyn store. There a woman did a sim swop and said a technician must come and test it at my home because the tower must be in my area. This made sense. I have a small guest house and do not receive my e-mails and my daugter has a graphic design business and she can't work. We pay Telkom R 599 per month. Will I get this money back for October. We bought hundreds of rand data so far this month, I spend hours on my own phone with Telkom. It costs us a few thousand already and it seems that no one at Telkom cares.

I want a technician to come and repair or replace the router if it is the router or sort the problem out with the LTE tower. I want a refund of R 599 at least for last month's payment for uncapped internet which I didn't received.

We applied for a phone to be told that we have an outstanding landline bill after cancelling 6 months ago and never receiving invoices after cancellation. We paid and we're told it would take 72 hours to clear and we could collect the device. After almost 53 calls which were never answered at the store I phoned again today to be told a R4000 deposit is required on the phone as a result of the landline bill - which is Telkom error as we cancelled the line and they kept billing. After asking the woman in the store why no one bothered to pick up a phone and inform us and asking why the customer service is so bad she put the phone down in my ear
Please advise what to do here?!

Good day,

I would like to hereby lodge a complaint with Telkom in regards to poor service and false advertising that we were exposed to;

1) My wife took out a contract a while ago with Telkom for 5G daytime and 5G night time data for R199 p/m only! No device fees or anything else was mentioned!
2) Mid Oct she was contacted by Telkom to upgrade her contract to 20G day time and 20G night time data for R269 p/m and again no device fees or anything else was mentioned!
a. A new device was delivered as well as a new sim card to our house [protected]. Also on the Telkom website the new sim card was updated with a balance of 7G which we took as pro-rata.
b. As from the 1st of Nov we are back onto the 5G data plan? See screenshot below, why? It is an insane issue to get hold-off Telkom as there is no contact info to directly contact Telkom on their website nor does the "talk to us" function work!
c. When we were finally able to get hold-off Telkom we were first informed that the 20G data plan was for Oct only? We argued this after which Colleen informed us that the promo runs until end of Jan. This is totally misleading from the ad that was advertised during Oct, please view attached! The ad advertises 20G anytime data and 20G night time data for a 24month contract, now this is not the case anymore? That is misleading and false as there is no indication that the data will drop nor the time period. The sales agent that sold this package to my wife never mentioned a word about this!
d. Also, again, Coleen now informs us that there is a device charge as well? Unacceptable! Again, nowhere was this communicated to my wife!
3) We demand the 20G day time and 20G night time contract for 24 months as advertised at R269 p/m only.

I have complained several times now, to Telkom and to Icasa but I am no further with my complaint than I have been since September 2017. I complained about this the 2nd week I received it in September 2016. It keeps on losing signal and then logs off and on. it is frustrating to watch a movie when this happens. The first week the speed was good, 43mbps download and from the 2nd week is when this all began. I have complained numerous times about this. the speed has dropped to 26mbps in the day and in the evening to around 6mpbs. I find this totally unacceptable as the advertising and selling point was it could reach speeds up to 90mbps but nowhere does it say that it will be this low and intermittent internet signals. Registered complaints KZN2836 /17 at Icasa and Telkom 2316534 refers

I went into your Telkom store in Cape Gate shopping mail in October 2016 to extend my package from 10GB day and 10GB night time to 30GB day and 30GB night time, as the initial contract taken out was insufficient for our needs.
The young girl behind the counter must have been a trainee as she was very uncertain and had to ask the gentlemen with her many times for assistance, Why he didn't just assist us I do not know.
I advised the assistant that I did not want to start a new contract with this increase but wanted to keep my original expiration date of Feb 2018. She confirmed that the contract will continue uninterrupted and will not be extended for a new period of 24 months.

On 04/08/2017 I called your Call Centre to enquire on the process of cancelling an LTE contract. I was advised by Zesuliwe that my contract expires on Oct 2018, this obviously was NOT what I agreed upon with the assistant at the Telkom store CG.
My intention was to cancel the LTE and move over to ADSL and I was quite prepared to pay the penalty fee of R50 per month for the remaining months, which Zesuliwe confirmed on 04/08/2017. She did not mention anything about an additional penalty. Her words were if you are paying R50 for the device, then multiply that with the remaining number of months on the contract.
I asked to speak to a manager, she advised that her manager Lumgelo Zikhali was not available and provided me with his email address after I insisted on it - [protected]@telkom.co.za. Attached the letter I sent him / her 07/08/2017 to which I did not have the courtesy of a response.

On 07/08/2017 I logged a complaint on Hello Peter. I received a response with reference nr #AI2857110 advising that I will be contacted regarding my complaint. To date I have not received a call from Telkom
On 23/09/2017 I logged another complaint on Hello Peter. I received a response with reference #AI2896001 advising that I will be contacted regarding my complaint. To date I have not received a call from Telkom on this either.

On 29/08/2017 I sent a cancellation request and received the attached responses, advising that I will be contacted within 21 days. It is now past the 21 days and I am again going into another month with a LTE contract I do not want.

1. I do not want this inferior LTE contract
2. I am not paying an additional cancellation fee - the consultant confirmed R50 for the remaining months until Feb 2018
3. I did not ask for an extention of the contract, it was not explained to me. On the contrary I was advised that my contract will continue until Feb 2018
I have been shoved from pillar to post and Telkom is reaping the benefit of not assisting me because they are receiving my monthly payments without any hassles. Is this the reason Telkom is not eager to assist me?
Surely because Telkom is monopolising the telecommunications sector, that doesn't give you the right to treat consumer in this manner.?

On sunday the 22nd october 2017, I went to the telkom store in clearwater mall and apply for the following unlimitedhome 4mbps uncapped for r 599.00 per month. After completing the application and checking coverage I was informed that the applications would only be processed on monday and someone would get back to me.

On the 24th or 25th october I contacted 10213 to enquiry what was going on with the this order and was informed that no order was logged and that there was no fibre in our area. I then hung up and went to telkom technology coverage & store locator map and searched for our address and low and behold this web site says that we are covered for fibre. So once again I contact 10213 and spoke to an agent. He checked the coverage and told me that fibre was available and he would place the order for and I would get an sms notifying me the order status.

Today I check on my telkom and the order status and see that the order was loaded as an adsl line. So I called 10213 and get told that there is no fibre for my address and once again I check and there is. I asked to speak to a manage and was no told that no one was available and I should call back or go to vumatel as the have fibre deals. There deals are more expensive and not what I am looking at.

I want was promised and advertised!

Can anyone provide claritity as the right hand and the left hand have no idea what is going on.

I am passed annoyed and want this issue resolved today

I signed up for a Telkom LTE contract whilst under the impression that we have sufficient coverage in our area. When I started using the wifi I realised that it was extremely slow. I contacted the call centre and they advised that I need to move the device around the house to see where I get the best signal.

After trying that I logged a case with the call centre as I was still struggling with slow responses and no coverage. Case 211 255 41 was opened on 12th August 2017. I kept calling the call centre to follow up on the status of the case and after not getting any feedback I went into the store. The consultant advised that a technician would need to come to my property to test the signal strength after which Telkom would decide on the best course of action. The technician advised that there was no LTE coverage in our area and that the 3G signal was very weak. I was told that I could phone the call centre to find out what the next steps would be. When I phoned the call centre I was told (on numerous occasions) that the technician did not provide a report, even though I had proof of the report that was submitted. I finally managed to speak to someone who put in some effort to try and assist me. I was told that the technician suggested two options, the first being that a booster gets put up, and the second that the contract gets cancelled.

I had to phone the call centre on numerous occasions to see if there is any update as to what Telkom has decided to do and for weeks there was no feedback. Eventually, when I phoned again on 5th October 2017 I was told that the contract will be cancelled and that I will be refunded all the money that I have paid. I got a notification straight after the call that my case has been closed. I couldn't understand why the case was closed when the entire issue has not been sorted out.

I phoned the call centre again to find out what is happening only to be told that there is nothing about a refund on the system. I was then told that the matter would be escalated as the case should not have been closed unless the refund was reflecting in my account. The call centre agent advised that a Telkom representative would phone me within 24 to 48 hours regarding the escalation. To date, I have not received a call!

On 17th October 2017 I insisted that another case be opened as I was not getting any feedback from the call centre agents or any other Telkom representative. Case was [protected] was then opened. A few minutes after ending the call I received a notification via text message the case has been closed. I was furious, as again my case was closed without it being attended to and without a Telkom representative contact me.

Needless to say I phoned the call centre once again, only to be told that the refund has been actioned. I explained to the call centre agent that the refund was not reflecting in my account and I insisted that they double check the banking details. I made it very clear that the banking details Telkom used to debit my account each month is the same banking details that need to be used for the refund. I was then told (rather rudely) that it takes 48 hours for the refund to reflect. Being the trusting person that I am, I gave them the benefit of doubt and waiting not two, but four days to see if the refund is reflecting.

Imagine my surprise when I logged on to my banking only to find out that the refund was not done. I once again escalated the matter and at this point I was extremely upset as I have been struggling for two months to get this matter resolved. On top of all the frustrations I had to deal with a call centre agent and her manager who had no interest in trying to resolve my issue. The more I explained that the refund is not reflecting the more they kept insisting that it was done. When I asked for proof of payment (which they should have seeing that they claim the refund was done) I was told that they are unable to send it to me.

Eventually the manager agreed to provide me with an email address that I could mail in order to get the matter resolved. I received a text message that contained an invalid email address! How on earth can a company as big as Telkom use a text application that does not support special characters? They did not even mention in the text message that you need to make provision for any special characters contained in the email address!

After a long struggle I managed to get the correct email address and I wasted no time in submitting my complaint via email. I was so desperate to get the matter resolved that I included screenshots of my banking account that shows that there was no refund done. I even added screenshots of the text message notifications that I received.

I received a blank reply from the [protected]@telkom.co.za email address. At this stage I am beyond annoyed as my issue has still not been resolved!

I submitted cancellation documentation on July 29 2017 for Telkom to cancel my land line account. I have moved out of the house and paying for nothing! This has still not been cancelled and they are subtracting money from my bank account! I have resent my cancellation to their email adress and still no feedback. Not sure what I can do to get their attention because they have absolutely no customer service!

Have been sent from call center to Centurion, to Mall of Africa to Rosebank to Sandton, all I'm trying to do is get a business line transferred from 1 owner to another. See reference number in subject line, thank you Jeanette! how difficult is this? Is it not a simple system changes? Does Tecnology not enable this. 6 weeks, until I got a reference number, now begging for a status update? Who does one hold liable for this pathetic service, your inability to train staff who can guide a customer to the correct process the 1st Time, time wasted driving around etc, let's not forget loss off revenue due to phone lines being impacted... please resolve today

I Joined Telkom in November 2015 for a adsl and Uncapped line.

Since November 2015 until today October 2017 i was billed for a Double (home uncapped 2mbps) R200.88 A Dispute were Lodge [protected] but telkom are only willing to refund the amount of R2365.20. According to my statements and invoices they have stolen the amount of R4821.12

I phoned the call center from my cell phone as we are in the process of relocating and until today I still did not received the new installation date at the new premises.

long ques and R110 airtime later I spoke to a lady regarding an explanation to why I will only be refunded the above amount she explained that they will only refund me for a years deduction. I asked her how it is possible that they can keep the money that they were steeling form me she explained that i have gave them authorization to deduct the money In the first place yes i have give Authorization for the amount owned by myself and not for the amount double charged on my account.

Nosipho - The Lady's Supervisor more professional than the customer agent apologies for the words used and willing to assist in getting an explanation from the resolver she will apparently email the resolver of the dispute to advise on why?

Telkom Account details
Account no [protected]
Service ref [protected]

I no longer trust Telkom with my account and would like the amount to be refunded into my bank account and not be kept as an credit on my account.

No upload speed for weeks and no phone line: [protected]- 4 elizabeth road drumblade - I have had no phone line for over a month. I logged a call, then get a response that its been restored, which has not been restored. My ref: 183crk091017 897crk101017 637crk031017 26crk160917 344crk150817.
Latest one 87crk270717- they are working at the exchange. Spoke to the call centre supervisor today, and she did phone back as she is waiting for feedback. How do I run a business if I do not have upload speed and phone line currently I am working off vodacom data. Maria simoes

Good day,

The issue with Telkom started last year November 2016, when a Call Centre employee phoned me and offer me LTE Internet mobile service, mentioned that I'll have 4G Data anytime at R99/month. IN THIS CONDITIONS, I agree and order 4 modems.

During November 2016, I received 4 modems, without the sim cards. I've phoned them and query the sim cards, as you cannot connect without sims. On the same call I've been notified that in fact is about to get JUST 2G Data during the day, and 2G during night-time.
I was extremely disappointed, as I've accepted the service for a different conditions - 4G anytime - and I've asked to CANCEL this service immediately, before I even used it. I don't need and I will never used the night-time data.
After a week I received another 4 modems, and 4 sim cards... In total 8 modems, 4 sim cards. 2 days after I received another 4 sim cards (?!)
By 29th of November I've end up receiving in total 8 modems devices and 8 sim cards - that I never asked for.
I started to email the Cancellation forms completed and signed, together with my ID copy to Mariam Amod, and [protected]@telkom.co.za from 14/12/2016. Cancellation forms completed requesting the Date of Cancellation: 01st of December 2016.

All this time I also tried to sort this BIG problem out by phoning Telkom.
Herewith all the Reference numbers:
05 Dec 2016 - CASE No: [protected]
12 Dec 2016 - CASE No: [protected]
06 Jan 2017 - CASE No: [protected]
08 Jan 2017 - CASE No: [protected]
14 Jan 2017 - CASE No: [protected]
19 Jan 2017 - CASE No: [protected]

On 14 Jan 2016, I went to Centurion Branch asking how I can RETURN all the SEALED 8 modems and 8 sims, and CANCEL this service. Ms Courtney Edinberry the Telkom Consultant trying to assist she also email my Cancellation forms requesting the service to be cancelled.

In the mean time I managed to RETURN all 8 SEALED modem devices and 8 sim cards. I have also proof of courier for return.
I sent thousand times my Cancelation forms to them as I keep on receiving Invoices even after the devices and sim cards have been returned to Telkom.
In the mean time Telkom is keep on Invoicing me and debiting my account with no reason.

I never ever imagine that I have to deal with such unprofessional people.

Hope this issue will be sorted out the soonest.
All your assistance is this regard will be highly appreciated. Thank you!

Kind Regards,
Henry Mario

I am very upset actually furious.. I purchased a wifi rooter 3mnths ago paid every month coz it is being debitter frm my account. I havent used it simce I bought it coz I hav no cover in my area. I called the called centre it was advised I wil get a call as it is being investigated I then finally gt a call and it was advised I need to call Sell direct as I purchased it from them.. I then called Sell direct and they advised I need to call telkom and advise they need to send out a technician to install a booster I did as told but no luck Telkom then said tht the case is under investigation and I need to wait for response.. I got Sick and tired of calling and speaking to diffrent agents everytime I call.. I then sent a request for contract to be cancelled and I havent heard anything as yet I feel like im being robbed and I cant do [censor] about it.. I need Help please email me [protected]@gmail.com

I have logged a call for intermittent ADSL problems on the 27th of September 2017 (numerous calls was logged for the same issue in the past and never resolved). An appointment for today was made last week and was confirmed with 3 SMS's, and today I took off from work (I am being paid on an hourly basis) to be at home so Telkom can assist in resolving the problem. As to be expected no one came to my house and I lost half a days salary for nothing. If you schedule an appointment I expect you to make the effort to show up.

This is pathetic service to say the least and I want a full refund of last months payment as the ADSL connection is still not fixed.

Dawid Marx
[protected]

Hi there,

I have bought 2GB DATA for my Telkom router for R139 on the 26.10.2017 at 6:35 and also received an sms confirmation saying: Your account was successfully loaded: All Network Internet 2GB. But when I check my data I have purchased; there was no sign of it.
I immediately phoned customer service for help but I was told that there is a problem on their side of which I've got it on record that it will be resolve late in the evening of which I was not happy about that. I phoned again only to be told that I have used my data.(also on recording) Tried to send e-mails to Telkom but no one is interested. please help.

Took out wireless contract with Telkom in December 2016. Details 10 GB + 10 GB for R299.00 per month which i am still paying. Went into a Telkom store today and saw THE BIG DEAL pamphlet 10 GB + 10 GB anytime data and 10 GB + 10 GB Night surfer data on the same Huawei B315 for R269.00 per month. That is 40GB for R269.00 pm instead of 20 GB for R299.00 pm that i now am on. Spoke to a Bongmusa at Telkom Game City to upgrade mine to that and he said that i would have to pay the difference. What difference? This new one cost less than my current contract for more data. I think the bunch at Telkom that introduces these offers DO NOT consider the customers they have already on this system. As a current contract holder of this type i as a customer should have been offered a reduction on my monthly payment and given the offer of extra data 1st. Now these thieves want us to pay for something that costs less. If somene cares at Telkom call me - [protected]