Telkom SA SOC
Reviews and Complaints

I reported a fault on my line on 15th of May 2017...after some few days i called again they told me that cable has been stolen.
On the 17th of June 2017 i called again and told me that they are not going to replace cable due to repeated cable theft, now Telkom has decided to offer me an alternative solution which more expensive than the service i was using. So now my question is, is this how telkom treat their customers? ?

Yet again another R1500 bill from Telkom, best of all is its totally legal and everyone just thinks its normal.

My issue is not just about my specific contract or provider but with ISP's in general in SA. Yes Telkom is waaaaay to excessive with their billing, but this is also about ISP's using the same arguements they've used for at least the last decade and just getting away with it because we (the consumer) accept it as normal, everyone is charging excessively for this kind of internet.

It's absolutely bewildering how much we South Africans pay for good internet. Its 2017, the "yeah but you need massive infrastructure to get internet to SA"" or ""it’s a third world country"" or ""it’s our economy "" are just not relevant arguments anymore. It also doesn’t justify the R1500 bill I just got from Telkom.

I only realized how exploitive SA's major ISP's were when I started living outside of SA.

Let’s take a look at other countries and what they are paying

I currently reside in the Netherlands, I pay 35euros which is around R500 for internet that will make Telkom's best lines look like it's Dial-up (figures : Ping:9ms | Download 102.45Mbps | Upload 51.Mbps ). Not just that, I get Cable TV included in that package (similar to DSTV) . If you ask any service provider or human being here what CAP is, they don't have the faintest idea what you are talking about.

Yeah ok counter-argument "that’s a 1st world country | they have a strong economy | that’s Europe | it's a tiny country | internet infrastructure is super cheap there, etc. etc. etc." Fair enough, so let’s look at a country like the Russian Federation for example.

Since the country spans two thirds of the earth and crosses 10 time zones, it’s safe to say they are paying a pretty penny more for telecommunication infrastructure. It’s a third world country, a lot of people live in absolute poverty . So, what do they pay for internet. Well I asked a friend living there, and they said ""around 500ruble"" which is around R120. I couldn’t believe it so I asked them to do a Speed test to see if it’s actually good, with an iPhone on WIFI they get 4ms ping | 51Mbps down | 50Mbps up, and this person was actually complaining that their internet is crap . To which I though, ""yeah you haven't tried connecting with one of those awkward 8ta dongles on prepaid my friend, that’s the end of any sound person’s temper"" If you ask your average Russian what CAP is, they will probably tell you that it’s the irritating, irrelavant part of their favorite Polish vodka bottle. (sidenote: not all russians wear shapkas, drink vodka and ride polar bears)

So why do we take it, why is there no mass protests? This is the information age, not having cheap, accessible internet means you loose, end of story. The internet is our source of knowledge, our social medium, our meeting place, our business, our connection with the outside world. Why do these ISP’s take this away from the average South African who cannot affort to even get a 1GB data bundle? Why do we still have CAP even, thats the biggest load of cowdung ever invented?

Dear Sir / Mam

I've had the experience of having my telkom line and adsl installed at my office premises some time ago. After specifically explaining to the technician about the location of the point within the office I attended a meeting only to return and find that the installation was done and the line box was mounted at the wrong spot.

This has caused a considerable amount of inconvience as the line is now exposed right at the forefront of the office and is somewhat an eyesore being visible to clients walking through. It is also difficult to connect a line there and make use of a phone as there is no space or furniture that can be used to facilitate such.

I tried on several occasions to inform telkon of this and have had no assistance ever since. After numerous complaints and calls I was told that I will have to bear a cost of R600 to have this corrected.

I find this unacceptable as this was no fault of mine to began with and will under no circumstances be liable for the consequences thereoff.

I have a prepaid Telkom line. The line was paid for in advance to receive telepjhone calls. I have not loaded airtime on the line because I was still receiving incoming calls. I purchased airtime to recharge the prepaid account only to be informed that my account has been cancelled, yet i was never informed telephonicall, or received a letter that my account was being cancelled. This has happened even though i have credit to receive incoming calls on my landline. Extremely poor service from Telkom! the worst part is that they said that my line is cancelled but i'm still receiving incoming calls but Telkom refuses me to load in my airtime voucher- so essentially Ive bought a voucher which Telkom refuses me to punch in, but i'm still receiving incoming calls on my landline

Adsl line fault for more than 10 weeks.Disgusting company, high ping value, disconnects. Someone needs to deal with this companies terrible service. 10210 is part of an evil conspiracy to give the rubbish in society jobs. Len villiers and charlotte mokeona are telkom [censor] that allow poor service and corruption. This company is breeding hatred into peoples lives and causing strife. [protected] justin renou

Dear Telkom,

It is with great disappointment I write to you about your treatment and disrespect for me as your customer.

I have called the call centre and I was informed that my query will be retrofits in 72 hours, that was on 03 June 2017
And up to this day I have not had any call from you or in fact any communication informing me of my solution to my query.

I have been charged R850 for a device I did not take and I will not pay for that. I am going to do a reversal and pay only what is due to you. I have asked that R850 be removed from my bills and the matter has been closed and it's still in my invoice.

Kindly remove that R850 as I am not paying for it. Reference number is [protected] and call me when it is done.

First bought a 5G wifi router plan but wanted more Gigs so cancelled the 5G and got a 30G plan, when was set up found that no signal to the router, Phoned in and Telkom said they will send a tecnition in two weeks time, three weeks gone by no one, phoned again. A lady helped me and said we must do a setup on the router, we went trough all her prosidures and still no signal, again she logged a problem with their tecnitians and said thei should be with me in two weeks. Again no one Phoned again after three weeks and the person on with Telkom is acting like it is the first time this problem is being reported, so after a heated discussion he wanted a ref nr, so I told him that no one ever gave or told me I need to get a ref nr, so he says he will log the problem and will phone me back as soon he can. After a month still no luck, this problem is now going on for almost 5 Months and everytime they will send a tecnition. Phoned on 14/06/2017 and a lady Mbali awnserd and again it was like it is the first time this problem is being logged with her so Iasked her for the ref nr and she gave me [protected] and said they will contact me. raelly need help. they just keep on debitting on my account for service they cant supply. My ACC NR with them is [protected]

I was on a month to month with Telkom LTE data service...when I move to my New apartment the signal was terrible and I was running a 0.5 Mb line...this is like slower than the internet in the 80s...so I decided to cancel my account. I went into Greenstone Mall and filled out the 21 day cancellation form and it was submitted...this was in March...Now it is June and my account is still not cancelled and I keep getting billed R999.00 a month for a service I am not using...this is absolutely ridiculous...I have been on the phone and at the branch numerous times and no body seems to know how to do there jobs...seriously this is socking customer services...no body getting back to me to resolve this matter...so at the end of last month I reversed the debit order...oh how quick Telkom is to collect money...I refuse to pay for a service that I cancelled 2 months ago...now I receive a email saying I owe R3500.00...I mean where does the all this extra money come from...also please note that when I cancelled the service I removed the SIM card out of the router that I bought...so I really haven't been using this service...

I have a contract with Telkom for which my bank account is debited every month.
I instructed Telkom to debit my account on the 05th of every month as I am sure that at that time I will have money in my account.
Telkom decides to debit my account on any date they choose and the payment is reversed.
I am charged a fee for non-payment by Telkom in the amount of 200.94 and I am charged and amount of 115.00 by the bank.
I am paying 315.94 for Telkom's errors. I can use this to buy food just because Telkom debits my account on the wrong date.
Why should I suffer because Telkom is wrong.

My details:
Mr P K Bisesar
[protected]
[protected]

One month ago I contacted telkom as my internet line was experiencing over 2000ms ping and less that 1mb per second download speed on my 4mb line. For about a year this speed was constant on avergae at 3.36mb per second down.

Since my first complaint I have had 7 visits from technical staff and none have been able to fix the problem. All of them however have seen the line problem first hand and left my premises saying that they do not have the appropriate tools or that a different department needs to come. Every single visit, same spiel.

Every single month I pay for a 4mb line (I have recived service interuption discounts but these are maybe r200. I still pay. If I stop paying they will cut my line and even at 1mb it connects me in some way to the world)
And I do not get the benefits from that. I do not want a 1mb line it is not what I want. I entered into a 24month contract with telkom based on me receiving the benefits of a 4mb line. I have now for a month not received these benefits and no one is any closer to telling me why and how to fix it. Or even attempting to fix the problem. No all I get is someone else will do it and by #7 I am at my wits end.

This cannot be acceptable practice. There has to be someone able to fix the problem. I am a paying customer, I want to know why I am receiving this dreadful service.

Kind regards

Good Day
The company Name is Stubs & Steel and the number of the line that needs to be moved is [protected].
The move was for a telephone line and ADSL line. The ASDL line was done but we are still waiting for the telephone line. We even decided to get a new number in order for the process to speed up but that even didn't help. This is a business and we need a telephone line. In the meantime we still pay a telephone account of which we do not have a service.

The first time was on the 22/3 that I got a reference number 159493944A/159493126A and it seems on your system you can see how many more reference numbers I got. The phone got put down in my ear and the orders just get cancelled by themselves and no one seems to be able to help. The last two reference numbers is 160490415A and 163560151A. If I call they just say it is with a technician and he will contact us. He did and came to the office and never returned and still we do not have a line.

Please assist with how we can get a line and we need discount on the account for having no service.

Kind Regards
Nienie Pienaar
[protected]

Cancellation of services on tel no [protected]. Account no 516 [protected].Cancellation request of ADSL line and death certificate submitted in Aug 2016. All Services of this line was terminated in September 2016 including the land line, when you phone the above telephone number it confirms this number does not exist.
The law confirms that once a death certificate is received all services need to be cancelled on the deceased name and if required services to be transferred to a new individual. This was never done. As per above the line has not been working since 2016.
Account is still been billed since Last year and the outstanding debt is now R4511, 80. Last payment was made in July 2016.
Went into Woodlands Branch on the 2017-06-10 supervisor not available as she does not work on Saturday to assist and no one else had authority to close the account on Saturday. Supervisor Yogen Gengan.
On Monday I received a phone call from Woodlands Branch to advise the full amount must be paid even though the line has been disconnected since Sep 2016.
I send a follow up email this morning after receiving no feedback on my return email yesterday and they advise I must come in the branch again so that we can discuss the matter.
The " consumer protection act" law confirms that as consumers we will receive fair and proper services from a service provider. This is clearly not happening.
My mother went into George 3 times to try and sort this matter to no avail.
I have a statement dated 21 February 2017 where Thembeka Gold from George branch requested calculation on the account to be backed to date of death send to [protected]@telkom.co.za.
I phone customer services line in Pretoria yesterday and send necessary documentation of the cancellation request and death certificate . No response received.

Hi My name is Mrs Beach Kadathlal.telephone number [protected] Ref number :757CNK050517
As you will notice this complaint has been open for an entire month if not longer, our adult has been intermittent for a very long time now until it got to a point a month ago were it went off completely including our telephone we contacted telkom who after a the Technician came out and managed to resolve the Telephone however the Internet was still an issue dropping internet, we then had a contacted telkom again and day or so later a second technician contacted us, he the advised us that the modem we had which was 2years old was the problem after testing the Internet went off completely, we then replaced the modem at his behest and guess what exactly same issue intermittent dropping of the internet which means we probably replaced it unnecessarily, we then on numerous occasions contacted telkom to then be told when the third technician came out that it's not the modem it the line that's a problem, mind you all the time we called telkom we were told the line was in order. The 3rd technician advised he was going to log it for the cable to be replaced, guess what cables now been replaced we have a brand new modem and we still have the problem, I then contacted telkom again to be told that all is OK on there side so what the hell, a technician calls me a day later and runs his tests and says that the lines in order however there is some metallic noise of which I've no idea about, however he says everything is working from his side and that he will log this issue with telkom as its a service provider issue and he himself and lots of other customers are having the same issue, I mean come on guys why Ist taking this long to resolve this matter, I called telkom again tonight as issue is still intermittent and nobody has contacted me, the call center guy says he will get a technician to contact me as its there responsibility, I then told him that the technician says it's not there problem as the lines in order etc, guys I'm at a point were I'm sick and tired with this pathetic service from such a huge established company, I've spent a lot on cellphone bills contacting you guys and time running back and forth from work when a technician needs to be here, guys we went to telkom because it's the most established company but I'm starting to doubt you guys.i have no faith in telkom anymore as everyone within you business is just passing the responsibility. If you choose to assist I'm available on [protected], Thanks

Date of incident : 11 June 2017
Time: 9:15
Middelburg Mall Telkom Branch.

I logged a Telkom case# [protected] on the 28 April 2017 for the cost in the cancellation of my LTE contract in order to move back to the Telkom ADSL option. I was phoned more than a month later by a Telkom representative and told that the costs would be R700 and that as i was staying with telkom that no other costs would be applicable. I requested that she email that to me for my records but i received no further email.
When i went into the local telkom branch (Middelburg Mall) on 11 June 2017 to cancel the the LTE and order the ADSL i was told that the costs would be very much higher than just R700. The telkom representative could see the Telkom case# history and confirmed the R700 entry but still insisted the cost would be much higher (in the thousands). I insisted that she then again query the costs and when i asked for her name for reference purposes she refused to speak to me any further. I attempted to take a photo of the lady but she went and closed herself in an office. The other Telkom representitive in the branch at the time also refused to give me her name. I requested to speak to the supervisor but was told they do not work on weekends.
After leaving the branch i was phoned at 9:27 on 11 june 2017 from number [protected] where she swore at me and threatened to call the police and lay a charge against me should i not delete the photos off my phone.

All that i require is that i am sent an official email with the total costs of the cancellation of my current 30Gig LTE contract so that i can again move to the 4Mb ADSL uncapped option. (I was told that i cannot upgrade my LTE to the uncapped option as it uses different bases?. This was not what was said when i initially took out the LTE option as a test, Now i am told that there is no uncapped LTE in my area.?)
I also request that all telkom representatives working with clients are identifiable via name tags. That is just good customer relations.

Initial query was logged on 28 April 2017. Today is 11 June 2017 and i am still no closer to a resolution. I have also received a new case number ([protected]) at 10:08 on 11 June 2017. When checked via the Telkom portal it just says "no street address". As i did not log that I have no idea what this is so i would also like feedback on that.

Thank you,
Shaun.
Cell : [protected]

I have applied 12/5/17 to have an ADSL line installed on my premises. It is now gone a month and still haven't received a reply as to the progress for installlation.
Giving me excuses there are no routers, 3 appointments made and not kept saying technicians very busy. For these 3 days I had to make arrangements for someone to be at home.
This week 5/6/17 I have being in contact with Iyanda who is the team leader. Being calling her everyday for one week and still she can't give me a date for installation. She now is not taking and returning my calls.
I am really getting frustrated trying to get any service from Telkom especially being a large co-operation where professionalism should be expected.
My contact [protected].

I joined telkom mobile december 2015, I took what I thought was a good deal at the time, a media touch pad and a samsung galaxy core mobile phone for just 199 per month, with data, minutes and sms's. I was impressed with the deal and despite having bad connection or minimal signal everywhere I went. I did not complain because I gave the underdog a chance, I am usually all about the underdog.

Having accepted this deal telephonically, I only started paying a month later (After having received the couriered devices). I made payment on time, I never faulted, not even once, to the extent where I was offered yet another deal by telkom... An lte router with 5gb of data per month on the sim card for r99 per month. Being very outdoorsy, I thought this would best suit me should I go on holiday (I have wifi at home and at the office and wouldn't need to use this device any place else other than when on holiday-also, I never use up my data accumulated on my remaining 2 devices and therefore thought it would be a good thing to have when on holiday, and only on holiday).

I got married on the 6th may 2017 and had packed my router away months before in storage for after the wedding and I can truly sort my things I had in my parents home to bring in to my new home, on the 5th of may, (1 day before the most important day of my life) I was debited r2000.00 more than I usually am by telkom mobile. Alarmed, stressed, panicked and all unpleasant emotions and horror, I checked the invoice as received a day before (Didn't care to check it until the rude amount was debited), to my absolute lack of knowledge I noticed that I had been billed for some subscription fee and a data bundle (Both amounting to the additional r2000 or so.

I immediately called the call centre and they advised that the activity had been linked to the simcard in my stored router. I immediately checked for the router and had found an empty lte router box, at this point, it was evident that the device had been stolen, I shared this knowledge with telkom immediately and had the number blocked. The agent at that time was amused and jokey about my very sickening experience and he did not even log it as a case at that time. He informed me that the additional r2000 was merely for march, that I had yet to see april's bill.

I immediately called my bank to reverse the funds in order to fix my wedding budget (Telkom was not on my list of things to pay excessively 1 day before my wedding)! I went on honeymoon and came back to visit a telkom mobile store where I could be properly dealt with. Call centre agents are like robots, they lack empathy and compassion, they read you rules and don't address the actual problem... I hate telkom's call centre with all I stand for, useless!

They advised me at the store that they could only log the complaint and not actually solve the problem. The logged a case and was given ref. No.: [protected], they advised that it would take up to 9 business days for someone to get back to me. On the 9th day, I called in and found that the case was being investigated by someone named, ayanda dlamini. A few days after, I received an email stating case closed, that I should contact 081180 for the details.

At this point my outstanding balance inhabited an additional r2000.00 for april and r1799.00 for may (Yes, after I had already blocked this sim card). I called the call centre immediately and they could not give me any feedback regarding the closed case! There were no notes, no comments, zero way forward, just closed like they could not care less!

I re-opened the case and was given a new case number: [protected] along with case number: [protected] for the usage of a blocked sim card. I still haven't heard anything, even though a manager at this very inefficient call centre had promised I would hear back by thursday the 8th june 2017... Still haven't heard a word! I called in and there is zero progress on the new cases!

Whenever I call in, I am required to verify who I am by providing my id number, my name, how I receive my invoices and the email address linked to my account. Sometimes it is extended to the bank I bank with and what type of account I have with the bank. However, the person who stole my device, was never asked a single security question and was able to spend thousands of rands on my account without telkom even having the common courteousy to inquire whether it was me doing these things... Because going from a r350.00 monthly user account to a sudden r2382.56 account surely! Should have sent off some sirens. They did not even have the decency to notify me via sms to my primary number! Nothing!

They did not at any point brief me about their lack of security when it comes to ussd codes and purchasing internet bundles, etc. At no point did any consultant brief me about how I am able to buy airtime and data using my contract sim card! For any ussd application I know about (Mr price, first national bank, in order to proceed, my id number is always requested before I can do anything! How the hell does telkom, a reknowned service provider not have security measure in play where it is needed most?!

My account was compromised, abused and telkom let this happen because telkom has no-ones back but their own! The biggest mistake I ever made was taking a chance on this network. I am disgusted in everything telkom stands for and I hate that you people refuse to help me, and keep debiting me r6000.00 more than they should!

I will keep reversing the payment because I will not pay for something I did not buy! And I sure as hell am not going to allow any incompetent agent to label me "negligent"! Because theft happens to anyone in the world! The acknowledgement of it all was only delayed due to circumstance! I am nauseated by telkom mobile, they really should stick to house phones because they are mediocre and they suck as a mobile network service provider!

I have been blacklisted for a contract I dnt have with telkom. They called me to appologise for debiting my account and said they will fix it but the haven't today I applied for a loan from my bank and loan refused because I was blakisted by telkom for a contract I dnt have and they had advised they are fixing the problem.

Every month they bill me for a contract I dnt have presently when I went to the store I was told I owe them r9400 for the cellphone contract I dnt have. That was canceled in december 2016.

Telkom sandton store manager told me they have done everything they can to try to help me and they have sent numerous emails to billing department to fix the error and there is nothing more they can do.

I have tried all reasonable ways to resolve the problem it is now affecting my credit rating and score I can't get a car loan because of this mistake by telkom.

Why is it so difficult to resolve this matter

Hi we applied for your January adl uncapped special as R799 per month line rental and installation included. We only received our line installation in Feb and the modem which telkom didn't have in stock in we only received in March. it lasted a whole of 2 weeks when it had a fault we reported it and they took the modem back (17 March)... we only received the router on the 29 May after R900 was billed to our account every month and debited from our account on the 30th May my line was suspended due to me being behind in payment? which I can understand as the agent said we will be credited for the period the router was with telkom and instead we get overcharged on line rental, installation and usage for something that doesn't work.. if someone can please assist me as this has been with telkom form the 30th May and still not one bothers about us the clients.

Detail of acc as below:
line no : [protected]
REF no [protected]
A.Hess [protected] or S.M.Hess [protected]
Acc no [protected]

DSL Fastest Bundle [protected] 09 May 17 - 08 Jun 17 R372.81
Your Telephone Line [protected] 09 May 17 - 08 Jun 17 R174.56
Telkom Evening W/Ender Plan [protected] 09 May 17 - 08 Jun 17 R6.27
Home uncapped 10mbps TIN2981748 09 May 17 - 08 Jun 17 R503.51
________________________________________________________________________________________________________________________________
Subtotal R1, 057.15

Hi there.

I am a Telkom account holder (Acc no [protected]). I had for many months now a situation where my data would run out way before the end of the month. This happens even when I spend little time on the internet while at home. I have made numerous trips to the local Telkom outlet to find resolution for this issue. It seems that those working at these outlets are not capable of helping you as they are only supposed to sell you something. I have been advised on numerous occasions that I should contact Telkom via phone on 081 180 which I have done. When you are on the phone to them these technicians can only confirm that you have used the data, and not tell you where it went to. I have asked them on many occasions how can I see where this data goes to so that I can put a stop to it, but this seems to be impossible. They have also claimed that my modem was possibly hacked, or that someone is logging onto the modem using my password. I have explained to them that this is simply not possible, as no one has access to my password for the modem. I have also asked them to explain to me how I can see what devices are accessing my modem, but even this seems to be impossible.

Once my data runs out at home, the only way in which I can stay connected to the internet to be able to do my work, I have to buy extra data from Telkom. This data is extremely expensive, and is really a grudge purchase, as the data I pay them for should be sufficient to cover my needs. While I do agree that there has been several months where I did have to download large amounts of data, and that it is understandable that during these months I would have to purchase additional data, these months are the exception.

All of this came to a head for me this month. On the first of the month (when your data is supposed to reset) I went to work and only arrived home after 5pm. I switched on my pc and went onto one website. About half an hour later my data was depleted once again. I duly called the 081 180 number again, and was informed that I have been downloading since 6am that morning, despite this being impossible as I was not at home for all this time and my pc was switched off. So effectively Telkom is telling me that I blew through my whole allotted 30G of data at a time when I was at work.

This leaves me with the situation where I am supposed to pay monthly for data to which I have no access. I find this situation intolerable, and I am very unhappy with Telkom's attitude of: well, according to our records you used the data and there is nothing we can do about it.

I have sent an email to [protected]@telkom.co.za in order to have this deal cancelled immediately, so that I can rather make other plans in order to have internet at home. To date they have not replied to my email, and I can only assume that once again Telkom is doing nothing to resolve this situation.

To me the best resolution to this situation is for Telkom to cancel this package with immediate effect, in order for me to make a deal with a different vendor who could possibly be in a better position to supply me with the service I am paying for. I have indicated to them I am willing to drop off the modem they supplied me with at one of their local branches.

I am not too happy with the fact that they are unwilling to reply to my email and to come up with some sort of investigation or solution to the problem I am experiencing. It is as if they expect me to just accept that I have to pay for data indefinitely to which I have no access.

Kind regards

André Steyn
[protected]

I applied on 10 Feb for the February Telkom big deal of R149 and to my surprise received a call by 13 or 14 March that the deal is still available if I still want it and I had to complete it via telephone which was done was told they will deduct the R149 within 2 days and I will receive the dongle within7 and 20 days . Will be billed pro data depending when I get the router. I only receive the dongle 11th May and the data was on 5120 day and 6937 nite but the total for the month was 10240 it didn't add up ( don't know how they calculate) and by the 27th May the data was finished . Received total data of 14.5 on the 1st June . Today was the first correspondence I received from Telkom that's a bill for R690 ( or so ) . I don't understand how . I was expecting R149 per month I didnt get a copy of my contract. Please listen to the sales call and I want to cancel this contract it's fraudulent and misrepresenting. Acc no [protected]. I never agreed on hidden cost as per the NCA we need to communicated what's on the contract. There is no where that I have agreed on other cost that's unknown . I'm not interested in your bad service. I'm t