Queensburgh residents not alone in dissatisfaction with new Telkom wireless phones
The decision by parastatal Telkom to switch to wireless telephony in some areas has residents who used to rely on ADSL, at a loss as they face the dilemma of paying more for mobile internet or being forced to use devices they simply cannot understand or use.
MANY residents are increasingly frustrated that their landline phones are being replaced by wireless devices due to a general roll-out by Telkom.
The wireless devices do not rely on the connections so frequently stolen and damaged by cable theft in the area.
This has been quite an issue in the Queensburgh area.
The Queensburgh News first wrote about this matter last year when residents of Flame Lily Park asked for help in getting the new devices, which had been dropped off by Telkom, up and running before their existing phone lines stopped working altogether.
Seaview resident, Nelson Reddy, called the newspaper to ask for help after his landline was cut off and his phone converted to the wireless system.
“I rely on my ADSL line for my internet connection; they can’t give me the same deal on this mobile data network,” he complained.
He also said neighbours and friends had complained as they, too, were having problems.
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In Reddy’s case, Telkom finally acceded to his demand and honoured his contract and provided him with the internet service at the same price he was paying before.
“However, that doesn’t mean others will be able to be helped similarly,” he said when updating the Queensburgh News on his situation.
In a notification sent out to customers, which Queensburgh News has a copy of, customers were told the following:
“As one of our highly valued Telkom Postpaid customers, you have been selected to upgrade from your current copper service to a wireless service, for free.”
The notice outlines all the benefits of the new wireless service including a free device, no downtime due to copper damage of theft and the ability to retain the telephone number currently being used, as well as enjoying the same service plan and benefits at the same cost.
However, it does also warn that not accepting the free offer will mean that when the existing service is eventually discontinued, the customer will have to pay for an upgrade which is now being offered for free, and could risk losing their number.
They also warn that customers will be liable for call-out fees if they have a fault on the line.
Queensburgh residents are not alone in their disillusion. People from all over the country have voiced similar sentiments on Twitter.
https://twitter.com/rodsuskin/status/1108361106828021760
Resident, Betty Brown, commented when Queensburgh News first looked into this matter.
“Not everyone can use the wireless devices and people with disabilities can find themselves disadvantaged by this move to the new handsets. I am very annoyed they left us hanging like this,” said Brown.
Frustrations have been echoed by many on social media, including people complaining that with these new phones, they are no longer able to get hold of their elderly relatives.
@TelkomZA I was unable to contact my grandmother on Christmas due to your kak service. You installed a wireless land-line phone for my grandmother where she alway had a working landline and it hasn't t worked for two months. It's paid for. She is 91 years old. Shame on you Telkom
— Coenraad Geldenhuys ⬅️ (@Coenraad210377) December 26, 2018
Brown explained that her husband is disabled and hard of hearing and can’t use a mobile phone, so she is stuck without access to a landline.
She was especially put out by the fact that the phones had been dropped off without any instructions on how to set them up.
She and a friend eventually ended up going to a Telkom store in a shopping centre, accompanied by a Queensburgh News reporter.
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“I’m not sure how much this is going to help,” said Brown after relating her story to the man at the ticket dispenser.
“I hope they can fix it, but I am giving up hope. Every time I phone the call centre, the minute I mention that it is about one of these new wireless phones, the person on the phone who was able to hear me perfectly before, starts saying, ‘I can’t hear you, the line is crackling,’ then cuts the call,” she said.
Zandile Nyoka at the customer care counter said she had seen many customers with the same problem as Brown. While she was very understanding of the frustration the women were experiencing, she said all she could do was report the fault.
“People have been moved to this new service due to the increased cable faults in many areas and unfortunately there is nothing we can do about it,” Nyoka said.
Queensburgh News also requested comment form Telkom’s head office, but has received no response.
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