JONATHAN KEEN writes:
I have a business which I run from home and am currently losing business and along with it, patience. My situation has become one of pure frustration and urgency; however, it seems to fall on deaf ears.
Herewith my breakdown of events so far:
29 February: Reported ADSL line down and internet connection intermittent. Ref: 241CRK290216.
4 March: Technician called and advised that he would be coming around on 5 March to assist with the matter.
5 March: Technician did not arrive, called him on the cell number he provided only to find out that he had been assigned that day to Edenvale and my request would be reassigned to another technician.
6 March: Called Telkom business (10217) to report fault again. However, was told that the fault was still open and a further request would be sent to a technician to attend to the problem.
7 March: Received a progress update SMS from Telkom advising that the fault was in the hands of the technical repair division.
From then, another week passed with no service or feedback.
14 March: Called 10217 yet again to follow up on the status of my complaint, to which the operator told me that it was still in the hands of the technicians and that they were working on it.
16 March: Received an SMS from Telkom advising of a network outage in the area and if affected by this, to reply yes to this message. I replied “Yes”.
17 March: Received update via SMS that the network outage was resolved and that if the service was still affected, call 10217.
Neither my line nor my internet was working.
Also read:
• Goodbye Telkom, hello Neotel
• Is Telkom following the Post Office?
18 March: Called 10217 yet again with the same reference number provided on 29 February, after which I was advised that a technician had been assigned to my fault at 7:06am. I requested that a supervisor call me in order to get the assigned technician’s number to follow up my own status. I received no call from Telkom and my problem has not yet been resolved.
18 March: Received another SMS advising of a network outage in the area and if service is affected, reply yes. I replied “Yes”.
22 March: Called 10217 once again, wanted this time to speak to a supervisor. The operator once again informed me of the network outage in the area and advised that technicians were working on the fault.
They were not able to give me an indication as to when the problem would be sorted out and did not allow me to speak to a supervisor. They did send a mail for a supervisor to contact me. However, this has also not materialised.
29 March: It was back up for one (not full) day and they closed my fault. My line is still, however, down and my internet intermittent once again. I reported it once again – reference number: 1144CRK290316.
30 March: Still no line.
I am disgusted by the poor service from Telkom and their lack of urgency towards business line faults.
Telkom did not reply to Kempton Express’ queries – Editor
