Telkom Customer Service Issues

On December 15, [redacted], I submitted a cancellation form to Telkom to cancel my broadband account effective January 31, [redacted], as my 24-month contract was ending and I was leaving the country. Despite informing them that I have left the country and my bank account is closed, I am still receiving monthly statements showing increasing charges. Each month, I submit the cancellation form again, but despite receiving email acknowledgments assuring a response within 21 days, I have not been contacted. I am concerned about the unresolved issue. Account Details: Mr. R. Fleming Account No. [redacted]42

I recently upgraded to the April double 5G data deal on the 4th of April with account number [redacted]83. Initially, everything was working well until I exceeded the 5G limit for the first time and my service was suspended. I visited a Telkom store and lodged a complaint since I was still being billed for the double data deal despite the error showing that I was still on 5G. I was given a case number [redacted]1 and was assured that it would be resolved by the 16th of July. After multiple follow-ups and promises of resolution within 72 hours by an agent named Akhona at the Hemmingways store, the issue persists. An SMS on the 30th of August stated that the query was resolved, but my LTE remains suspended until the 1st of September. Additionally, my bill reflects my contract incorrectly as SmartBroadband Wireless 5GB, not the double data deal as agreed upon. As a disabled pensioner, I have visited Telkom seven times and need this matter addressed promptly. Thank you for your assistance. - Geoff Petzer, mobile number [redacted]

In August, my internet service was disconnected, despite paying all outstanding fees. Although I settled my bills at the end of August and September, my line has been disconnected once again with a charge of R1770.00, whereas our agreed monthly fee is R599.00. I find the billing discrepancy confusing and urgent as my son relies on the internet for his studies. I need to resolve this matter promptly to reconnect our line. My contact number is [redacted].

I encountered a disappointing experience at Telkom Festival Mall with an employee named Mbali. She mistakenly failed to activate my sim card as promised by Tuesday, December 11, [redacted]. After visiting the store again, I was informed that the manager was looking into the issue and that it was only logged on Wednesday. Another staff member assured me that the card would be activated within 24 hours. When I asked for the manager's contact information for further follow-up, I was informed that it was private and not for business purposes. Despite my attempts to contact the call center, my sim card remains inactive. The order number related to this matter is [redacted]33. Any assistance would be greatly appreciated.

Good morning, I reported a faulty Telkom line on February 26, [redacted], with reference number [redacted]9. Despite following up on March 6th and 7th, a technical agent scheduled for March 10th did not arrive. When I called the fault reporting unit, I was left on hold for 30 minutes without any assistance. I've been paying for a useless Telkom line for two months without service. Can this issue be resolved today, March 12, [redacted]? I need the line fixed as the alarm company cannot reach me in emergencies without it. Lack of internet connection is also causing frustration. Thank you, Mrs. A Marais

Subject: Issue with Account Overcharge and Contract Cancellation I would like to address the overcharge on my account [redacted] dated May 24, [redacted], with EFT Ref No [redacted][redacted]74. Despite trying to reach out via email and phone, I have faced ongoing ignorance from your accounts department. Additionally, I have engaged with debt collectors regarding this matter without any acknowledgment of the concerns raised. Upon reviewing the invoice, it appears that I owe a small amount up to June 23, [redacted]. However, after that date, services were not provided due to an unresolved move-line request and subsequent cancellation. I request a specific email address to forward all relevant documentation for clarity on these issues. I refuse to entertain threats from debt collectors like Nudebt who seem uninterested in resolving the matter but rather pursuing default judgments and credit bureau listings. I am prepared to involve legal counsel to protect my rights. I aim to resolve this matter amicably, so your prompt response with a clear line of communication is appreciated. Sincerely, S.W.

I purchased Telkom Data (5+5Gig) for my number [redacted] on May 24th through my Absa banking app. Although the transaction went through successfully, the Data did not load onto my device. I raised a query and case on the same day, providing a Bank Statement to the Consultant ([redacted]) and received case number [redacted]8. After 5 days, upon following up, I discovered my case had been closed. It was reopened by Naomi ([redacted]) with a new case number [redacted]8. Following up again after 3 days, the case was closed once more, and I was advised to resubmit the transaction through my bank, which wasn't feasible as the bank confirmed that the transaction went through initially. Following a call on June 6th at around 17:53 with Ntuthuko, I was informed that the matter would be escalated to a Senior Manager due to initial filing errors. Despite providing all the necessary proof, I am still awaiting assistance after 2 weeks, facing unhelpful consultants along the way.

I've been experiencing ongoing issues with my Telkom email. Messages sent to me have either vanished or been extremely delayed, and now I haven't been receiving any emails for the past two days. The error message I receive is: "Receiving reported error (0X800ccc0F): The connection to the server was interrupted." When attempting to contact support, the line is continuously busy with a pre-recorded message citing high call volumes. Upon finally speaking to a representative, I was informed that the Telkom server has been down for at least two days. Unfortunately, since I use a Telkom email address, I am unable to be reached via email at this time due to the ongoing issues with the service.

In late July [redacted], I contacted Telkom to arrange disconnection of my landline as I was moving overseas by the end of August [redacted]. Despite visiting the Centre Point Milnerton office six times in August, dealing with Alfonso on three occasions, my landline was not disconnected as requested for August 28th, [redacted]. Even after providing my new email address, [redacted], and being reassured of receiving a confirmation email, it never arrived. Repeated visits did not resolve the issue, and I only received the overdue bill showing the line active through September 13th, [redacted] after a friend assisted in obtaining it. Due to being overseas, I am unable to call Telkom. Please contact me urgently at [redacted] to help resolve this matter. Thank you. - Lynne Karasek

Hello. I am Mr. LCS Pantke with an ID of [redacted][redacted]. I am currently one year into my Telkom LTE "uncapped" contract, primarily for online gaming on my PS4. Initially, the connection was mostly stable, apart from occasional issues with my NAT type changing from 2 to type 3, limiting my online gaming experience. However, for the past two weeks, I have been consistently experiencing this NAT type 3 issue, affecting my ability to play my favorite online racing games. I have tried various troubleshooting methods such as uPnP, enabling DMZ, and port forwarding, but the problem persists. I suspect that my ISP might be involved in causing this issue. I kindly request assistance in resolving this matter to restore my gaming experience.

REF: [redacted]9 ACCOUNT NO.: [redacted]01 I am extremely dissatisfied with the service provided by Telkom. Our 36-month contract expired in June [redacted], and we attempted to make changes to our services by upgrading some and downgrading others. However, the process with Telkom has been overly complicated. It involves long wait times on calls, partial issue resolutions, and being passed around various departments without a final resolution even after four months. Despite no longer wanting certain services and expressing this, Telkom continues to charge me at their determined rate. Due to this unsatisfactory experience after being a customer for over 12 years, I have decided to cancel my services with Telkom. I request an email response as I will be instructing my bank to stop these debits. It is disappointing that the level of service promised by Telkom is not met with actual support.

I recently had my ADSL converted to fibre and Vumatel installed fibre at my home yesterday. I followed the instructions to connect but faced issues placing my order on the Vumatel portal. Vumatel suggested contacting my ISP, Telkom, to activate my package. Despite several attempts to reach [redacted] and [redacted] since 8:30 AM, the lines have been constantly busy, causing frustration. I also need clarification on whether my ADSL line will be automatically canceled or if I need to do it myself to avoid paying for two lines. Despite multiple unsuccessful attempts, I am still unable to reach customer service for assistance.

Hello, I visited Telkom Tygervalley last week due to my internet buffering issues and acquired a 24-month contract for an LTE Huawei B525 Router, which I am satisfied with. However, I am considering upgrading to an uncapped plan as I feel I may need more data than the current 40GB day and 40GB night option. If I do switch to uncapped, I plan to terminate my ADSL line but retain my landline. Could you please advise if this upgrade is possible while keeping my landline intact? Thank you.

Hello, my husband upgraded his phone at Telkom Mall of the South yesterday, but there was an issue when he tried to change the color of the phone from black to blue during the contract process. The staff member mentioned that he would have to start over, which was disappointing because the blue phone was a birthday gift for me. The call center representative suggested going back to the store this morning to make the change, but the manager at the store denied the switch. We are now considering either changing to the blue phone or canceling the contract altogether, as it seems unreasonable to pay for a phone he isn't happy with just 20 minutes after the initial upgrade. The lack of assistance in redoing the contract is frustrating.

I am the service user and payer and my mom is the account holder. We've been loyal Telkom customers for many years, but have been experiencing issues with our landline since moving into our current house 22 years ago. After contacting Telkom to upgrade our wifi package and then cancelling to wait for fiber, we were advised to return the LTE and were promised a follow-up call which never came. Our landline was deactivated without notice, leaving us with weaker wifi, no landline, and an unexpected doubled bill. The lack of communication and service has been extremely frustrating and inconvenient for us. We are simply seeking reliable wifi and a functioning landline. Please reach out to me at [redacted] at your earliest convenience to address these issues.

My landline, [redacted], has been disconnected for approximately three weeks. Telkom sent an SMS stating they won't replace the cable, even though there's no issue with it, as my neighbors' Telkom lines are functioning. The recent storm likely caused a loose connection due to strong winds. Despite paying around R600 monthly for my ADSL Line Plus Landline, I'm not getting any service. I'm considering taking legal action in the small claims court against Telkom. Alternatively, I've inquired about their LTE Special, offering uncapped LTE at 4 Mbps for about R599, along with a free SIM card and phone due to the disconnection. However, nothing has progressed. Today being Black Friday, I hoped for assistance, being a loyal customer for over 30 years. I'm eager for prompt resolution and swift implementation of the uncapped LTE. It would be greatly appreciated if someone could reach out to me soon. Thank you, Avinash

I visited a Telkom store in Chatsworth, Durban, to upgrade my phone, which was due at the end of November. I arrived on Black Friday at 6 am, but the store only opened at 8:30 am. I wanted the Huawei Y7 and was second in line. After signing up, I was informed that the phone was out of stock but should arrive later that evening. As of Tuesday the 3rd, the phone is still unavailable. Can you please advise or help me with this situation?

I have been requesting Telkom to increase my debit order limit, but despite my instructions, they keep debiting me with a lower amount, leading to the suspension of my service multiple times. My service got suspended again last night, and I'm at a loss on how to resolve this issue with Telkom. I made a payment of R [redacted] via internet banking this morning to cover any outstanding amount, but I'm unsure of the exact balance. I urgently need assistance to have my line reinstated as I rely on it for working from home and currently have no internet or phone connection. Any prompt help in this matter would be greatly appreciated.

As Dr. Leslie Sank, I am reaching out regarding my patient Esther Sank, who is residing at Highlands House nursing home. Esther, aged 93, is currently experiencing issues with her phone, which is vital for staying connected with her family both overseas and locally, as well as reaching out to her healthcare providers, including myself and Dr. Anthony Smith. The phone is emitting an intermittent beeping sound, rendering it nonfunctional. I urgently seek assistance to rectify this matter, as Esther is presently in a delirious state and unable to resolve the phone problem on her own. As her son, I am stepping in on her behalf to ensure she can regain access to this vital communication tool. Please assist us promptly. Thank you, Dr. Leslie Sank

My landline and WiFi have been down for the past three weeks. I contacted customer service, and they indicated that they would not replace the cables. After reaching out to the billing department about receiving a credit, I was told to provide a reference number, which I do not currently have. I'm wondering if they cannot verify this on their system. It's quite frustrating to contact the Telkom call center as the wait times are extensive before speaking with a representative.