[UPDATE]

Since writing the article, the 10210 and 10213 numbers appears to connect to an agent, but 10217 is still no functioning correctly.

[Original Story]

Have you been trying to get through to Telkom‘s call centers today? We have tried, but sadly we have had no luck.

Before you say that on a good day one would normally struggle for about an hour to speak to somebody human, today is slightly different.

Calling the standard help line number of 10210, you either get an engaged tone, or a voice recording telling the caller that “the system is offline” and that they should try again later.

We had the same result while trying to call 10213, and oddly we received an automated messages saying that we had no funds available to make a call while trying to dial 10217 – even though we called from a contract mobile package.

Telkom confirmed to htxt.africa that there is indeed an issue, which has affected the call centre agents’ ability to access customer data. While it doesn’t explain the engaged tone, a Telkom representative explained that even though the customer management software is on the blink, the issue should be sorted out within an hour.

Telkom is currently in the middle of a restructuring process, and today announced that it will be extend the application process for staff members who decide to go on voluntary retrenchment and early retirement packages.

Telkom plans to do away with over 4 000 positions, while another 3 400 workers will be shifted into different areas or outsourced elsewhere.

“In some instances, staff were off sick and were therefore unable to make informed and researched decisions. In other cases, employees were on leave and unable to return ahead of the closure date of 27 July 2015. We have sought to make sure that all our employees are treated fairly. We have therefore decided to extend the VSP and VERP application process, which is available on the SAP system,” said Thami Msubo, chief of human resources, in a note to staff.

[Image – CC by 2.0/Kit]