Appalling service

I FEAR that I might have exhausted every possible avenue in trying to gain support from Telkom. My efforts have proved futile and I therefore write to you in the hope that my plight could gain some exposure that could lead to me receiving the assistance I so desperately require, and more so to expose the completely ridiculous service being meted out by Telkom.

In October 2017, I began preparations to move into a newly purchased home with my family. Having explored various options, I soon realised that fibre connectivity was not available at my new premises and the only option for an ADSL line remained with Telkom. I visited their store at the Gateway Mall in Umhlanga Rocks and completed paperwork to apply for new 10Mbps ADSL line with a landline facility. I opted for the uncapped ADSL package at R799 per month.

A technician connected the line towards the end of October. I was issued with Telkom router and the technician ensured me that both the ADS and voice line were fully functional. I moved into the house on November 1, 2017, and both facilities remained fully functional. On December 15, however, I noticed that my ADSL line was non-functional and, after checking my connections, I contacted the Telkom technical call centre to report a fault. I was told that no ADSL facility was attached to my line and the call centre could therefore not assist any further.

I have spent the past five months calling the sales department and the billings department. If I am not referred to another department, I am told the matter will be escalated and a specialist will be assigned to resolve it. Telkom continues to bill me for the full service. I think it is appalling that we should be forced to accept such poor service.