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Member
Posts: 2

Impossible To Solve Service Problems

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?

 

 

 

Valued Contributor
Posts: 847

Re: Impossible To Solve Service Problems

[ Edited ]

Hi @Francois3

 

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.

 

Facebook: TelkomZA

Twitter:    @telkomza

email :        support@telkom.co.za

 

Hope this helps, good luck.

Member
Posts: 2

Re: Impossible To Solve Service Problems

Thanks for the advice, I tried this and guess will have to wait to see if anything happens...

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