on 23-05-2018 11:54 AM
Where to start?
Our business owns 2 Telkom Landlines.
The one line stopped working early April and is still out of order.
The other line stopped working 2 days ago.
We asked for Fault Forward to be activated so that we can receive calls on a cell number.
Problem: FORWARDING ONLY WORKS 50% OF THE TIME.
We know this as the faulty line keeps ringing all day long (we are unable to pick up the call)
We have tried: Contacting 10213 to have the service 'refreshed': 5 times
Contacting 10217 to have the service 'reconfigured': 3 times
Asked to speak to a Supervisor: 3 times - each time the call is dropped after a long wait (24 minutes)
To worsen things: we have no working landline left and have to make the calls from a cell phone.
If you phone 10217 from any (MTN) cell, you get a message to say that you have inefficient airtime (not true) .
Now you call 10213 and try to explain why you need to be transferred to 10217 (which at firts they always refuse to do).
Meanwhile: Our business is losing many customers every day!
Any ideas, anyone?
23-05-2018 02:09 PM - edited 23-05-2018 03:02 PM
Sorry to see this, extremely frustrating not getting decent feedback from the call centres .
We’re also customers in the forum & unfortunately can’t help with service issues ( no Telkom support agents here).
But if you haven’t already done so, try posting full details of your forwarding issues & both line fault refs to a Telkom media support team for urgent escalation - they’re usually best for good response & results (and/or email them).
Be sure to mention both faults are business lines.
email : firstname.lastname@example.org
Hope this helps, good luck.