Telkom Line Fault not proven

As a valued customer of Advanced Voice we would like to ensure that the procedure and costs related to unproven Telkom line faults are understood.

Where a client has a private PABX, Telkom require the PABX service provider to prove that any fault reported is not a PABX fault. If Telkom attend to a reported fault and find the PABX to be faulty and not the Telkom line they will charge the client a call out fee . Advanced Voice will charge a call out fee to come to your premises and ensure that it is a Telkom line fault. This fee does not apply to clients on maintenance contracts.

At your request we will report a Telkom line fault without coming to your premises at a fee of R50.00 ex VAT per request. The process of reporting Telkom faults requires multiple calls to Telkom. It is important to note that where Advanced Voice have been requested to report lines without proof Advanced Voice will not take responsibility for costs resulting from services rendered by any other service provider including Telkom.

Furthermore should Telkom have been to your premises and advise that a line is not faulty and that it is a Switchboard or PABX system fault Advanced Voice will, in terms of the new Consumer Protection Act, send a quotation for a call out and any other work required. Only once the quotation has been signed and returned will a technician be scheduled to attend to the work.

It is our objective to supply excellent service to all our customers and we trust that our customers understand that there are at times limitations to our power in dealing with third party service providers such as Telkom.

Thank you for your trust in Advanced Voice and we look forward to a long and mutually beneficial relationship with you.

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