Telkom
ADSL line speed problem

At the end of February 2013, we upgraded our ADSL from 2MBPS to 4MBPS. After the upgrade, the linespeed dropped to a speed of less than 1MBPS (using Speedtest). The problem was reported to Telkom on 2 March 2013 (Ref no: 245CTK020313) and the technician came out on 6 March 2013. He informed us that it was not a line problem, but was probably congestion higher up, and requested us to inform Telkom within 24 hours if the problem persisted. The problem remained, and that evening, we reported it to Telkom. The call centre informed us that it would be escalated. We received no reference number. On 15 March, the problem was still not resolved, at which time we reported the problem again (Ref no: 661CTK150313). It is now 21 March 2013 and the problem remains unresolved. We still get linespeeds averaging less than 1MBPS. We are in effect paying for a service we are not receiving. I feel it is unreasonable of Telkom to offer 4MBPS linespeeds - and expect customers to pay accordingly - when it seems they are incapable of providing what the customer pays for. Is Telkom going to expect me to pay for a service that was not rendered? I eagerly await a response.

Company: Telkom
Country: South Africa
City: Vereeniging

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