Telkom Customer Service Issues

Hello and good day, I was informed a few years ago that Telkom is phasing out copper landlines and offering AGP phones as an alternative. Despite being on the wire/wire system and told that declining the new phone would result in future charges, I have faced challenges with the new phone due to poor hand mobility. I am unsure if Telkom can reconnect my line, as the wiring remains intact on my property. I have encountered difficulties getting assistance from Telkom despite multiple calls and shop visits. It seems the staff is unfamiliar with the AGP phone. I am hoping for a resolution to this frustrating situation, as I believe there are still high-risk areas using landlines. Thank you in advance. Aze

Dear Customer Service, I am writing regarding account number [redacted]78 under the name WR Patterson. Over two years ago, before the onset of the COVID-19 lockdown, I moved out of my residence. At that time, I contacted your company to cancel my landline service. Due to the circumstances of the pandemic, I was advised to cancel over the phone. However, to my surprise, I was recently informed by an attorney that the cancellation might not have been processed. I was dismayed to learn that there is an outstanding balance of over R4,[redacted] on the account. Given that the service has not been utilized for more than two years and I have not received any bills during this period, I kindly request that this account be ceased immediately and the outstanding amount be waived. I am currently in the process of recovering financially from the effects of the lockdown, and I firmly believe that this account should have been closed. Your prompt attention to this matter would be greatly appreciated. Yours sincerely, WR Patterson

I was informed by a telephone agent that we can update our current account without having to complete all the paperwork again since all the necessary details and documentation are on file in your system. Our account number is [redacted]43. As Telkom customers for the last three decades, our loyalty speaks for itself and I trust that our information is readily available in your records. We are interested in changing our current contract [redacted]43 to the R399 Monate May Big Deal [redacted] Unlimited Fibre option. We plan to utilize this service on our laptop, phone, and desktop computer. I have encountered difficulties in getting this matter resolved. Despite visiting the Telkom Kolonnade branch twice and receiving phone calls from agents instructing me to email, I am frustrated with the process. I would rather terminate my contract and switch to another provider than go through the hassle of reapplying as a new customer. Please provide guidance on how to proceed.

I recently switched my landline number from [redacted] to fibre in December [redacted]. My January bill displayed a B number [redacted]44, which was not shown in February. Despite this, my wifi was sporadic. Upon contacting technical support, I was informed that my wifi was being suspended without my permission, and billing confirmed there were no outstanding payments. This issue persisted until May 30th. After an investigation, it was discovered that I do not have a B number, which explains the wifi interruptions. Despite having wifi until May 30th, I was advised to contact sales to reapply for wifi. Sales mentioned it would take up to 24 hours, but I have yet to receive any updates on the status of my request. My reference number is [redacted]8. I would appreciate any assistance regarding my request for a B number to restore my wifi connection. Thank you.

Our landline phone, number [redacted], has been out of order for over three weeks. This has left us, two 80-year-olds, without a phone for emergencies. Callers are being directed to leave messages, but we are not receiving any calls as there is no dial tone. We have tried contacting Telkom through various numbers without success. Even local shops have been unhelpful, advising us to call [redacted], but long wait times and lack of response due to Covid restrictions have been frustrating. Our last resort may be reaching out to [redacted] Radio for help. Despite having Telkom Wireless for other services, not having a functioning landline has been a significant inconvenience. Any assistance would be greatly appreciated. Thank you, Josie & Gordon Petrie.

I contacted Telkom to request the removal of a line from a pole on my property due to safety concerns. The representative I spoke to mentioned they couldn't process my request promptly unless I provided a reference number from another Telkom landline customer. I reiterated that I'm a Telkom customer myself and offered to coordinate the visit to my address. However, the agent seemed confused about my location within Johannesburg and started mentioning other cities and suburbs, struggling to grasp the geography. It was frustrating trying to explain the situation to someone in customer service who seemed confused about basic details. The reference number for this interaction is [redacted]4.

Over 3 years ago, I received a phone call offering me a Telkom plan which I accepted. The SIM cards arrived two weeks later, but I couldn't transfer my number to them. Despite visiting Telkom and Vodacom stores without success, I decided to cancel the plan as it didn't meet my expectations. I was informed it was past the cooling-off period, but I explained the situation. I have tried to reach out multiple times but haven't had any success yet. My contact number is [redacted]. I would appreciate it if someone could assist me with resolving this issue.

I was informed by Telkom staff that I needed to make a deposit of R13000 due to my credit score not being sufficient for my application to proceed. I find it unreasonable to request such a high amount. The store staff forwarded this feedback to me via WhatsApp, preventing me from completing my application. I believe this issue should be reported as it was the worst service I have encountered from Telkom, leading to a very negative experience. It is crucial that this matter is resolved promptly.

Subject: Termination of Telkom Contract Hello, I am requesting the immediate termination of my Telkom Contract. Despite numerous attempts to address issues with the Call Centre, I have not received satisfactory service and have been consistently overcharged compared to my initial package agreement. Please cancel the Telkom Contract associated with Mrs L.A. Bryce, Telkom Account No: [redacted]46 for the HOME WIFI ACCOUNT under B[redacted]20 - DETAILS - TIN[redacted]. I have encountered ongoing unresolved issues that Telkom has not been able to rectify. I kindly ask for confirmation of the service termination promptly. Also, I am willing for Telkom to retrieve the free Modem provided as part of the agreement, which is in good working condition. Thank you for your assistance. Sincerely, L.A. Bryce Email: [redacted] Phone: [redacted]

On Saturday, June 11th, [redacted], I visited the Telkom store at Mall@Redds in Centurion to upgrade and port my prepaid sim to a new contract. Dealing with Vusi Mebena, everything proceeded smoothly. I inquired about porting the remaining minutes from my prepaid sim and was informed they would transfer within 24-48 hours. However, the porting hasn't occurred yet, and my prepaid number is deactivated. Calls show a different number, and my airtime is depleting from the new contract instead of the prepaid minutes. Unable to be reached on my main number, I can't set up my new device. It has been four days, and the device remains unopened in its box. Despite my previous positive experiences with Telkom, this process has left me extremely frustrated and disappointed.

Good morning Ms. Mkeet, I have been a Telkom fibre customer since last year (June/July) and was very satisfied with Telkom until this month (14th). Unfortunately, my fibre was suspended due to an error on your side. After speaking with your assistant manager yesterday, he advised me to contact you and provided me with a copy of my signed contract. The issue at hand is that I had requested my debit order to be deducted at the end of the month when I receive my salary. However, despite the instructions on my contract, Telkom deducted the debit order on the 15th for the first two months of my new contract, resulting in unpaid debits and bank charges on my end. Despite numerous calls to customer service, technical service, billing service, and sales, the issue remains unresolved, and my line remains suspended due to Telkom's error. I have diligently paid the debit manually each month as instructed, and I am seeking assistance in rectifying Telkom's error so that my fibre service can be reinstated without the unwarranted charges. Thank you for your attention to this matter. Sincerely, John Richard P. [redacted]

Hello, my name is F.I. Ligavha. I have been trying to resolve subscription issues on my bill since January [redacted]. Despite my efforts, I have not received any assistance. I am being charged more than I should, and I want these subscriptions removed and the extra charges refunded. It seems like Telkom is charging me for subscriptions I did not agree to. I will withhold payment until this matter is resolved as I am tired of the lack of action despite my numerous complaints. I refuse to pay thousands of Rands when I should only be paying R269. I will not cancel my contract as Telkom has already cost me a lot of money and time. If necessary, I will escalate this issue to the credit bureau.

My business has been severely impacted by the internet and phone line outage since June 24, [redacted]. I've reported the issue multiple times and have been in contact with customer service daily without resolution. Due to this outage, my business has been non-operational for two weeks. Each time I call, I am assured that the matter is being addressed. Technicians Alan and Shaun visited on Sunday and suggested I needed a new router, which I promptly purchased and installed at the Telkom Kenilworth. However, upon returning home and setting it up, both the phone line and internet were still not working. After contacting support again, I was informed that they are working on a solution. This ongoing situation has caused significant inconvenience and distress for my business operations. I received a call from Alan this morning assuring me that they will attempt to fix the issue today. The prolonged downtime is unacceptable and has resulted in substantial business disruption.

Job No. TRJ156271 - On 29/04/[redacted], I left my cell phone at the Tygervalley branch of Telkom. Around 20th May, I received a repair quote which I declined. I paid the courier charge on 25 May and was informed the phone would be returned to the store within 3 working days. After a week, I visited the store but was told the phone was still in transit. By 27th June, there was no update, and upon return to the store, they could not locate the phone. As of today, 29th, at 17h45, I have not received any information about my phone. Since the phone is under contract and unreachable, I request a cancellation and credit for the contract. The repair form's contact number is unanswered, and there is no email provided, making this service incredibly frustrating.

I recently experienced a network outage in my area which coincided with a fault on my telephone line. After confirming that my phone was not the issue, I reported the fault under reference number [redacted]1. Despite following up today and being informed by the consultant Maria that a damaged copper cable caused the network issue, I was shocked to learn that the cable will not be repaired or replaced. Maria suggested that I switch to a wireless phone, which Telkom would provide at no charge. I have been attempting to reach your department for confirmation without success. I seek clarification on the following points: - Confirmation that I must switch to a wireless phone - Assurance that Telkom will supply the phone free of charge - An estimated timeframe for the delivery of the wireless phone. Thank you.

Subject: Telkom Subscription Cancellation Issue Dear Sir/Madam, I visited the Telkom branch at Kollonade in September [redacted] to cancel all my subscriptions in person. I also followed up with a phone call to ensure cancellation. However, I have been continuously billed for a 40GB data service monthly since then, which I have never used or benefitted from. On June 25th, another unauthorized payment of R600+ was deducted from my ABSA bank account for this service. Despite multiple calls and emails to Telkom, the issue remains unresolved. I seek clarification on why Telkom has failed to cancel my subscription since September [redacted]. Do I need to obtain a court order to stop further deductions? I request a refund of the deducted funds or transfer of the data that I have paid for but not utilized. Sincerely, M. Smit

Subject: Connectivity Issues in Manenberg - Urgent Attention Required I am writing to address the ongoing connectivity problems in Manenberg, Cape Town, affecting many Telkom customers. The 4G network frequently switches to EDGE or 3G, similar to issues we faced in [redacted] due to cable damage/theft. It seems this problem has resurfaced, and I fear it may take an excessive amount of correspondence before receiving a resolution. Paying R650 monthly for a contract and an additional R850 for data, I am disheartened by the lack of response and respect towards improving our connectivity. It is crucial for a student like me to have reliable internet access. Requesting a prompt visit from a technical team to address these concerns is not a big ask. I eagerly await your timely intervention. Sincerely, E. J.

I recently discovered that my service was upgraded by Telkom without my consent, resulting in being charged for both the original and upgraded contracts simultaneously. Upon contacting Telkom's customer service three months ago, I was advised to cancel the original contract since it had been upgraded without my approval. Despite my email request to cancel the old contract on 25/04/22, I have now been disconnected from the service due to an outstanding bill of R4000. Telkom explained that the old contract was never canceled, causing both contracts to run at the same time, making me responsible for payment on both. I did not request the upgrade, so I believe Telkom should handle canceling the old contract when making upgrades without consent. This situation has impacted my business, and I urgently need a resolution.

Hello, My name is Morathe Martha Regina Makunyane, and my phone numbers are [redacted]/[redacted]. I previously had an account with Telkom, but due to poor network coverage where I live, I contacted them via email to address the issue. A representative promised to cancel my account, stating I would only have to pay for the router, which was agreed at R800. The monthly installment was reduced from R200 to R119, and I assumed the contract was canceled, leaving me responsible only for the router. However, payments continued, and when I reversed the debits, the service provider claimed I owed R1040. After settling this amount at ABSA and providing proof of payment to the shop for cancellation, my contract was not canceled as promised. Despite explaining my lack of service due to network issues, I received inconsistent debit orders and calls from individuals representing Telkom, causing confusion. I have evidence of the payment made in April [redacted] for unused data and am seeking assistance in canceling my contract.

Hello, I recently purchased my first contract with Telkom for a Samsung A32, aiming to have a reliable phone for work. Unfortunately, I have encountered issues with the device. Initially, the phone overheated, making it impossible to use. After taking it for repairs as advised, it was working fine until a recent visit to the Promenade branch due to another issue. The staff member I dealt with mentioned payment for the repair, but I explained that it should still be under warranty. After some back and forth, she agreed to look into it and eventually decided to book it in for repair. However, there were more issues, like charging problems. I am concerned because this is the second time the phone has been faulty, and I worry about what will happen if it occurs again after the warranty expires. I took out the contract for a functional work phone, not for continuous repairs.