Telkom is only able to discontinue a land line connected to an internet service once the original internet service provider has cancelled the service.
This is the issue in Stephen Fautley’s case, which has been ongoing for several months – his internet service provider did not discontinue his service in April as requested. Stephen approached his internet service provider when he first wanted to discontinue his ADSL and Telkom land line services and was told his service would be cancelled.
“I was told that they (the internet service provider) would do the cancellation of my ADSL/ landline with effect from 11 April 2017. This is the reason why I didn’t do anything about it,” he said.
Stephen has battled to get any assistance from Telkom since he connected to a fibre internet provider. Although he now has fibre internet, he still receives monthly bills from Telkom asking him to pay his account. However, it is the internet connection that has halted the process.
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Gugulethu Maqetuka, Telkom’s executive for external communications, explained that according to their records, Stephen is a client of a different service provider, which manages his ADSL service. “Telkom cannot cancel the landline service over which his ADSL functions, as this will discontinue the ADSL service. Once Mr Fautley has engaged with his service provider to terminate the ADSL service back to Openserve, Telkom Retail will be able to discontinue his land line service,” she said.
Stephen has received confirmation from the internet service provider that the matter is being attended to and has been provided with a reference number for the matter.
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