Telkom Fault Reporting (2025)

Posted on Author Peter Mokoena

Sometimes, internet services can be faulty. Telkom’s fault reporting is a system that has been put in place to swiftly address faults, or any other problems that may arise on a daily basis. This is part of the company’s commitment to providing quality services to its numerous customers.

This article provides a detailed overview of how to report faults to Telkom in 2025, covering everything from landline and DSL problems to mobile and fibre outages. Whether you’re a residential user or a business client, understanding the fault reporting process can save you time, stress, and money.

What Is a Telkom Fault?

A Telkom fault refers to any disruption, malfunction, or degradation in the services provided by Telkom. These faults can affect:

  • Landline phones (no dial tone, static, dropped calls)
  • DSL or fibre internet (slow speeds, no connectivity)
  • Mobile services (network outages, SIM issues)
  • Telkom equipment (routers, modems, ONTs)

Faults may be caused by technical failures, infrastructure damage, weather conditions, or configuration errors. Telkom provides multiple channels for customers to report these issues and track their resolution.

Telkom Fault Reporting Channels

Telkom has streamlined its fault reporting process to ensure accessibility and convenience. Here are the main ways to report a fault:

1. Call Telkom Directly

Telkom’s customer service lines are available 24/7 for fault reporting.

  • From a Telkom landline: Dial 10210
  • From any other phone: Call 0800 00 0508

These numbers connect you to Telkom’s technical support team, who can log your fault, provide troubleshooting guidance, and escalate the issue if necessary.

Pro Tip: Have your account number, service ID, or telephone number ready to speed up the process.

2. Report Online via Telkom’s Fault Portal

Telkom’s Faults Customer Support Portal is a powerful tool for managing service issues.

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Features:

  • Report a new fault for landline, DSL, or fibre services
  • Track existing faults using your reference number
  • Use the Self-help Troubleshooter to diagnose and fix common problems

This portal is especially useful for users who prefer digital interaction or need to report faults outside of business hours.

3. Chat & Social Media Support

Telkom offers real-time support through its website and social media platforms.

Website Chat:

Social Media:

You can send a direct message or post a public comment. Telkom’s social media team is responsive and often resolves issues quickly.

4.  SMS Fault Reporting

For residential customers, Telkom offers a simple SMS-based fault reporting service.

  • SMS your faulty DN number (e.g., your landline number) to 012 321 0212

You’ll receive a confirmation message and a reference number to track your fault. This method is ideal for users without internet access or those experiencing complete service outages.

5.  Telkom App & WhatsApp Self-Service

Telkom has embraced mobile technology to make fault reporting even easier.

Telkom App:

  • Available on Google Play and Apple App Store
  • Features include:
    • Fault reporting
    • Account management
    • Service upgrades
    • Usage tracking

WhatsApp Self-Service:

  • Send a message to 0811 601 700
  • Follow the prompts to:
    • Report faults
    • Check service status
    • Request technical support

This channel is fast, intuitive, and available 24/7.

How to Prepare Before Reporting a Fault

To ensure your fault is logged and resolved efficiently, follow these steps before contacting Telkom:

Step 1: Identify the Problem

  • Is the issue with your landline, internet, or mobile service?
  • Is it affecting one device or multiple?
  • Is there a complete outage or intermittent disruption?
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Step 2: Perform Basic Troubleshooting

  • Restart your router or modem
  • Check cables and connections
  • Test your line using Telkom’s online troubleshooter
  • Try using a different device

Step 3: Gather Key Information

  • Account number or service ID
  • Faulty phone number (for landline issues)
  • Physical address (for fibre or DSL faults)
  • Description of the issue
  • When the problem started

Having this information ready will help Telkom’s support team diagnose and resolve your fault faster.

What Happens After You Report a Fault?

Once your fault is logged, Telkom follows a structured process to resolve it:

Fault Logging

You’ll receive a reference number via SMS, email, or chat. This number allows you to track the status of your fault.

Diagnosis

Telkom’s technical team will investigate the issue remotely. If necessary, they may dispatch a technician to your location.

Resolution

Depending on the nature of the fault, resolution may involve:

  • Remote configuration
  • Equipment replacement
  • Line testing
  • Infrastructure repair

Updates

You’ll receive regular updates via SMS or email. You can also check the status using the fault portal or Telkom app.

Common Faults and How to Fix Them

Here are some frequent Telkom service issues and basic fixes you can try before reporting:

No Internet Connection

  • Restart your router
  • Check if the DSL or fibre light is on
  • Ensure cables are securely connected
  • Try accessing the internet from another device

No Dial Tone on Landline

  • Check if the phone is plugged in properly
  • Test with another handset
  • Ensure there’s no damage to the phone cable

Slow Internet Speeds

  • Disconnect unused devices
  • Clear browser cache
  • Run a speed test
  • Check for background downloads or updates
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Mobile Network Issues

  • Restart your phone
  • Toggle airplane mode
  • Check for SIM card damage
  • Ensure your account is active and paid up

If these steps don’t resolve the issue, it’s time to report the fault to Telkom.

Telkom’s Service Level Commitments

Telkom aims to resolve faults within a reasonable timeframe, depending on the severity and location:

Fault Type Estimated Resolution Time
Landline 24–72 hours
DSL/Fibre Internet 24–48 hours
Mobile Network 12–24 hours
Equipment Replacement 2–5 business days

These timelines may vary based on technician availability, infrastructure damage, or external factors like weather.

Telkom’s Fault Reporting Trends in 2025

With the rise of fibre and mobile broadband, Telkom has invested heavily in improving fault resolution:

  • AI-powered diagnostics: Faster identification of network issues
  • Expanded technician network: Quicker on-site support
  • Enhanced self-service tools: Empowering users to fix minor faults independently
  • Real-time tracking: Transparent updates via SMS and app

These innovations have significantly reduced downtime and improved customer satisfaction.

Quick Reference: Telkom Fault Reporting Summary

Method Details
Call Centre 10210 (Telkom line) / 0800 00 0508 (any phone)
Online Portal Faults Portal
SMS Reporting SMS DN number to 012 321 0212
Telkom App Available on iOS and Android
WhatsApp Message 0811 601 700
Social Media Facebook & Twitter: @TelkomZA

Conclusion

Telkom’s fault reporting system in 2025 is robust, user-friendly, and designed to minimize service disruptions. Whether you prefer calling, chatting, texting, or using an app, Telkom offers multiple channels to ensure your issue is addressed promptly.

By understanding how to report faults, preparing the right information, and using available tools, you can stay connected with confidence—even when things go wrong.