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Telkom Drama

Telkom Drama
19/01/2019
Reported a fault, was told it would take about 3 days to resolve
21/01/2019
Spoke to Siyanbonga was told that there is actually no turn around time to resolve a
reported fault, at the call centre no help at all and an atrocious attitude. Spoke to his
manager Nomsa, can tell me nothing except the commitment date to resolve this
fault is set to the 29/01/2019, over a week from the date that I logged the fault.
22/01/2019
Spoke to a Nandipa Dimza on “chat to an agent” she told me to just call 10210, I
requested her to get her manager to call me back, she said ok, she will call you back
before the end of today. An Akhona Ndlebe.
No call received.
Called again, spoke to an Otwethi in the Durban call centre, whom proceeded to
escalate my fault and gave me a ref for that too, ********** .
24/01/2018
Welcome to the Telkom Chat service.
One of our friendly agents will assist you shortly.
Please hold for the next available Agent.
You are currently being assisted by Batandwa Ndamane
11:00:01 AMBatandwa: Thank you for contacting Telkom Technical Support, you are
chatting with Batandwa, how may I assist?
11:00:30 AMBatandwa: Thank you for contacting Telkom Technical Support, you are
chatting with Batandwa, how may I assist?
11:00:37 AM You: Hi there please can you help me, my name is Lydia (details
removed), I reported a fault on Saturday 19/01/2019, it was escalated on the
22/01/2019, it still has not been resolved, I was told that the commitment date was
set for the 29/01/2019. Please can we sort this out this weekend, it has now been 7
days and this is really taking a toll on my small side home business? My landline
number is ********** 557, the fault ref is ********** 9, the escalation re is ********** , our
address is (details removed), Linmeyer, JHB South, (Your system says (details
removed), this is wrong I have tried to fix it numerous times to no a veil) My cell
phone number is (details removed), Please I need to have this fixed, it is really
ridiculous now..
11:02:50 AM You: ???
11:03:31 AMBatandwa: Thank you Lydia,currently the fault is at the despatch
department where the Technicians are assisgned however I have flagged the fault
so that they can prioritise the fault ,an sms will be forwarded to the contact number
you provided. Once your line is up please contact our account department, they will
log a dispute for you so that you can get a credit. You can go to a telkom store or
contact sales department on 10213 so that they can provide you with an alternative
and you can always check the progress of your fault using our self-help options on
www.telkom.co.za our self help options. Is there anything else you require
assistance with?
11:04:42 AM You: Could you perhaps tell me when someone will be out to fix this??
11:06:21 AMBatandwa: Not at the moment because no technician is yet assigned to
the fault, if you could contact us later on today to check hopefully someone will be
assigned because the fault is flagged after being escalated.
28/01/2019
Welcome to the Telkom Chat service.
One of our friendly agents will assist you shortly.
Please hold for the next available Agent.
You are currently being assisted by Lifa Rainey Grootboom
8:00:24 AMLifa Rainey: Welcome to Telkom Technical Support, you are chatting with
Lifa, how may I assist?
8:00:27 AM You: Hi there please can you help me, my name is Lydia (details
removed), I reported a fault on Saturday 19/01/2019, it was escalated on the
22/01/2019, it still has not been resolved, I was told that the commitment date was
set for the 29/01/2019.Please can we get this sorted, it has now been 9 days and
this is really taking a toll on my small side home business? My landline number is
********** 557, the fault ref is ********** 9, the escalation re is ********** , our address is
(details removed), JHB South, (Your system says (details removed), this is wrong I
have tried to fix it numerous times to no a veil) My cell phone number is (details
removed), I had this Flagged on Thursday 24/01/2018, I requested it be resolved this
passed weakened, nothing again happened. This is now absolutely ridiculous, at this
point I should invoice you for loss of income due to this as my business has lost a
great deal in over a week of horrid service from. Please I need to have this
URGENTLY fixed, it is really beyond ridicul
8:00:43 AM You: ridiculous now..
8:02:14 AMLifa Rainey: Thank you , before we continue kindly verify the following
security details :
Name and surname of the account holder
Full Physical address
Cell phone number
Your available contact hours
8:02:49 AM You: Please read the above for the information you seek or you
incapable of doing even that??
8:03:34 AMLifa Rainey: Thank you for the information , currently the fault is at the
testing centre and is being attended remotely rectifying the issues on the line. You
will soon receive a sms or a call regarding the updates when a technician is
allocated on the fault. I have send a message to the technicians stating the
importance of the line and you need the fault resolved urgently and they must please
prioritise the fault ,an sms will be forwarded to the contact number you provided.
Once your line is up please contact our account department, they will log a dispute
for you so that you can get a credit .I truly apologize for the inconvenience caused .
Is there anything else you need assistance with?
8:03:44 AM You: hours would be anytime after 13:00 preferably from 18:00
8:04:21 AM You: No on Thursday I was told this was at the dispatch centre. how is it
that is now changed again???
8:04:41 AMLifa Rainey: Telkom23
8:04:46 AMLifa Rainey: Telkom23
8:04:48 AM You: Excuse me??
8:05:09 AMLifa Rainey: I apologise for the inconvenience caused and the delay in
fixing the fault and I have stated the importance of line to be
8:05:17 AMLifa Rainey: Active
8:05:43 AM You: no, see below where I was told that this was at a dispatch
center, explain now how it is back at the testing centre??
8:05:44 AM You: 11:03:31 AMBatandwa: Thank you Lydia,currently the fault is at the
despatch department where the Technicians are assisgned however I have flagged
the fault so that they can prioritise the fault ,an sms will be forwarded to the contact
number you provided. Once your line is up please contact our account department,
they will log a dispute for you so that you can get a credit. You can go to a telkom
store or contact sales department on 10213 so that they can provide you with an
alternative and you can always check the progress of your fault using our self help
options on www.telkom.co.za our self help options. Is there anything else you require
assistance with?
8:06:02 AM You: Explain now..
8:06:54 AM You: ????
8:07:09 AMLifa Rainey: They must have redispatched it back
8:07:17 AM You: for WHAT???
8:07:44 AM You: This is unbelievable..
8:08:33 AMLifa Rainey: For further testing.
8:08:45 AM You: To what point and purpose??
8:08:56 AM You: I want to speak to a manager right now
8:09:39 AMLifa Rainey: You will have to dail 10210 to speak to a manager.
8:10:07 AM You: wasting more of my time and money have your manager phone me
now on my cell (details removed)
8:10:35 AM You: I am waiting
8:11:24 AMLifa Rainey: Is there anything else i can assist you with?
8:11:46 AM You: have you manager phone me now
8:11:55 AM You: are you incapable of reading??
Lifa Rainey than disconnected the chat.
So I called 10210 again, spoke to a Nomhlobo Mantangangnga, a tech was
dispatched to the Rosettenville exchange and tested everything the fault still
continued, he was meant to come out to the residence and test the physical line and
router, and fix the problem. The come out to residence part never happened, “I
apologise for this mam, I have added a note, and requested this resolved as it must
be done by tomorrow, a technician should come out to you tomorrow”.
I than asked, this has to be solved by, tomorrow right?
“Yes mam, it must be resolved by the 29/01/2019
29/01/2019
This morning a very promising phone call, I cannot remember the young mans
name, but thank you, you really did try to help.
He told me than an operator had been working on the line from Rosettenville
exchange again, was meant to come out to my residence but never did and left no
reason as to why. He has set it as urgent flagged it again and sent an email to the
tech manager, please phone back in hours, by that time a tech must be assigned
again and we can phone him, and tell you what is happening today.
The techs sent this man, an acknowledgment of the added notes, “so please mam,
call us back in two hours.
So, I phone back at about 11:00, spoke to a Lisa, “yes mam it appears a tech has
been assigned will you please hold the line, while I phone him to see where he is
and what he is doing today”? Yes I will, the line went dead, no person no nothing.
So, I resort to the chat to agent facility again, as luck would have it, it gave me
Nandipa Dimaza again. Oh, happy day.
Welcome to the Telkom Chat service.
One of our friendly agents will assist you shortly.
Please hold for the next available Agent.
You are currently being assisted by Nandipha Dimaza
11:07:50 AMNandipha: Good Morning. Thank you for contacting Telkom Fixed Line
Technical Support, you are chatting with Nandipha, how may I assist?
11:08:17 AMNandipha: Good Morning. Thank you for contacting Telkom Fixed Line
Technical Support, you are chatting with Nandipha, how may I assist?
11:08:26 AM You: Hi there please can you help me, my name is Lydia (details
removed), I reported a fault on Saturday 19/01/2019, it was escalated on the
22/01/2019, it still has not been resolved, I was told that the commitment date was
set for the 29/01/2019 today. Please can we sort today as I was promised when I
called in this morning a technician would be assigned to this fault today and come
out to my residence but still no one has come nor contacted me regarding this
matter, it has now been 11 days and this is really taking a toll on my small side home
business. My landline number is ********** 557, the fault ref is ********** 9, the
escalation re is ********** , our address is (details removed), Linmeyer, JHB South,
(Your system says (details removed), this is wrong I have tried to fix it numerous
times to no a veil) My cell phone number is (details removed)I had this Flagged on
Thursday 24/01/2018, I requested it be resolved this passed weekend, nothing
again happened. This is now absolutely ridiculous, at this point I s
11:08:56 AM You: at this point I should invoice you for loss of income due to this as
my business has lost a great deal in over a week of horrid service from you. Please I
need to have this fixed now, it is really beyond ridiculous now..
11:10:21 AMNandipha: May i please have your available hours.
11:10:38 AM You: so all your doing is putting another note on the system??
11:11:24 AMNandipha: Unfortunately we do not have the ETR regarding the
technicians due to their workload but I have stated the importance of lin 11:12:26
AMNandipha: Thank you for the information Lydia, the progress of the escalation the
is a commitment date of the 2019/01/29 12:00:00 AM that the fault should have been
resolved. I have send a message to the technicians stating the importance of the line
and you need the fault resolved urgently and you not happy about the delay in fixing
the fault they must please prioritise the fault. I truly apologise for the inconvenience
caused.
11:13:17 AMNandipha: May i please have your available hours.
11:13:48 AM You: Did you read what I said, I have escalated this the commitment
date from telkom is today, I spoke to your call center a tech had been assigned they
were to call him and tell him that he needs to come out to the residence, i was
requested to hold and got cut off while Lisa speaks to the tech, and now this again!!
11:15:13 AMNandipha: I have update the notes to the assigner to dispatch a
technician to day and i have also send email as well to the technician manager to
send the technician to fix the line.
11:17:21 AMNandipha: Unfortunately we do not have the technicians number we
communicate vis the system and i have speed up the process on my side for the
technicians to attend to the fault.
11:18:26 AM You: So when will this be sorted?
1:19:19 AM You: that is not acceptable. Please get me your manager.
11:20:49 AM You: ?
11:21:26 AMNandipha: I will send through you details to my manager to contact you
back from her desk.
11:21:53 AM You: I've tried that before they do not call back. Ever
11:22:26 AM You: I would like some to call me now, while I am online with you
11:22:38 AMNandipha: I am unable to transfer the chat to her desk she will need to
contact you from her desk.
11:23:18 AM You: you can stay online with me, until she is able to call to me
11:24:56 AM You: the last time I requested a manager to call me back was again
with you Nandipa.. you disconnected the chat than.
11:25:26 AM You 11:26:21 AMNandipha: I have informed my manager to call you
back.: that was on the 22/01/2019
11:28:01 AMNandipha: Lydia is there anything else you require assistance with?
Nandipa than disconnected on me for the second time. However this time Akohna
did call, impressive right, after over a week of fighting. She was rude, I had to ask
permission to speak, to which she then responded, “yes mam you may speak now”.
“there is nothing more we can do” I than asked to speak to her manager, “well if you
want to speak to my manager you must phone 10210 and speak to them, their
manager.
Dare I call again?? 12:15
So, I called again @ 13:56 spoke to a lady called Zizipo wouldn’t give me her
surname, took down all my details and said she would forward this to her supervisor
Sanda Diamza, and “push him to get back to me today” No idea if he actually will or
if a tech would come out today as originally promised. I am so tired at this point.
Please do remember screen shots do not show on here, I have also emailed
********** and received the following response,
Automatic reply: Please help???
Inbox
x
Nothando Mlonyeni (NC) via nbsc-x80-iport-esa-00-int.telkom.co.za
2:22 PM (1 hour ago)
to me
Please note that i have no access to mails. For urgent matters please contact Theo
Naidoo on: ********** ...Regards, Nothando, I tried to call this Theo Naidoo, the phone
is either engaged or one can leave a message, so I left a message.
15:39 as yet no call back received from anyone not Sanda from the call center or
Theo, I am so very tired, I am actually afraid to call back at this time
29 Jan 2019, 16:11
a day ago
lydia:
Received a call from Theo today 16:07, traced my problem to the cables, said he
would call me back with further feedback this evening or tomorrow or send someone
out tomorrow which will be the 30/01/2019 taking a total of 11 days thus far.. Here's
hoping, and thank you for the call least Theo..
30 Jan 2019, 10:28
4 hours ago
lydia-:
Received a call from a very confused telkom tech this morning, thought my line was
just a normal landline.. Said he would test it again this morning.. called Theo again,
@ 08:56 he had just gotten to the office, promised to call me back as soon as he
went through his emails ... here's waiting.. again.. still no word if I dont first phone
them to follow up on who ever was meant to call me back... I am so sick and tired of
this, waste of money and time.
30 Jan 2019, 14:07
13 minutes ago
lydia:
Called the call center again, same story, a tech has been assigned and should
contact you this afternoon to make arrangements to come to your residence to sort
out the fault, that was from Zagita from the DBN call center @ about 11:56 she also
said her manager Nomsa will call me back, not holding my breath. Called Theo again
as I have hear nothing from him now, left another message that makes two
messages for today.. Still nothing, What does a person have to do to get service
from telkom, could I cancel my contract as now they are in breach and are no longer
actually providing a service as per the terms of the contract?? thoughts??

 

Re: Automatic reply: Please help???

 

 

 

 

 

Lydia 

2:22 PM (14 minutes ago)

 

 

 

to Nothando

 

 

 

 

Good day,

 

I have still not had any help resolving my problem, please could you advise as I honestly don't what to do at this point if even the CEO and Theo, still cant help me? This has taken almost two weeks now, to resolve 1 fault. The commitment date has come and gone. Please, Please can we just get this resolved. Attached are again my detailed reports of how all this has transpired.

 

the attachments are all above.. almost two weeks no, still bugger all after escalations and trying so bloody hard, reporting to everyone so many phone calls, what now?

 

 

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