Telkom
Woefully Inadequate Technical Supprt

In April 2013 my internet stopped working. I phoned DSL support to log a fault. On 29 April I received a text telling me that my line had been tested and found free of defects but my internet was still not working. After this I spent more than two weeks phoning your support line and being told that my line was not syncing and to wait for a technician, but no one could tell me when. During one of my many frustrating calls to your support line, I did ask whether my modem was faulty, but the person again told me that my line was not syncing and to wait for a technician. Eventually a technician arrived on 11 May but couldn't help since the infrastructure in my area was being upgraded. On 18 May, another technician arrived and told me that my modem was faulty, so I went straight off to Telkom and bought a new one. My question is: why did no one on the end of your technical support line suggest that I take my modem in for testing? Why did they persist in telling me to wait for a technician? Why could no one tell me when a technician would arrive? I paid for weeks of internet access which I was unable to use.

Company: Telkom
Country: South Africa
City: Table view

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