Telkom
Incorrect data report and usage

On Sunday 13 May I started experiencing very poor download speeds. Speed test indicated 0.34Mb. I phoned technical services and the line was tested but no fault could be found. She logged the problem and said a technician would come and check the lines in my house.

I hadn't heard anything more by Wednesday (yesterday) and decided to take my router in to Telkom Direct to have it checked. No problem detected. I then remembered the recent change to Softcap mode (throttling data download if you exceed your cap) and checked my data usage on the Telkom website. The report indicated that I had exceeded my 20Gig cap and I had been put in Softcap mode.

I didn't believe that I have used 20gigs in 12 days. A [URL Removed] data usage report indicated only 8.45Gigs used. After 4 frustrating calls to Telkom support I finally found someone prepared to investigate my data usage. A specialist was consulted and they agreed that there was a problem with their report. The fault was logged and I was told it would take 2 hours to fix. It was't by last night. Sent an email last night, escalated on their website this morning and phoned again this afternoon. Still no response.

Company: Telkom
Country: South Africa
City: Cape Town

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