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TelOne & ZOL Customers Infuriated By Poor Customer Service During Lockdown

TelOne and ZOL are the biggest players in the fixed internet space in Zimbabwe – as you would expect a significant number of Zimbabweans rely on them. COVID-19 has resulted in an angry customer-base – as those with faults are getting service from the internet companies much slower than expected.

The two entities social media channels have been bombarded with complaints over the past few days with many complaining that getting a response;

One TelOne customer who reached out to us went over a full week without getting their query resolved and the TelOne WhatsApp assistant he was in communication with stop responding altogether.

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Things aren’t too different at ZOL, either with a number of customers complaining about billing and not getting a response from the service provider;

Customers who have been wrongly invoiced don’t have access to customer support lines, with responses on Facebook not forthcoming and attempts to call in ZOLs call centres are resulting in wait times of over 30 minutes.

Remote work??

With Zimbabwe being under national lockdown for 21 days, it’s to be expected that the quality of customer support will be less efficient since the people who work at call centres and run social media accounts might not have the hardware to replicate their roles fully whilst at home.

What’s surprising is that neither TelOne or ZOL tried to get ahead of the situation by sharing with customers that their support channels would be less efficient.


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9 thoughts on “TelOne & ZOL Customers Infuriated By Poor Customer Service During Lockdown

  1. The Telone case….ask them to move from main account to your bundle of choice…..for example if you top up an ADSL package say for 150….it goes to your main account….so your data will be zero gigs…but the balance on the account will be 150…you then have phone in or use the what’s app line to move it to your required bundle… The main account will be deducted and the gigs added…

    This happens when you buy from top-up.co.zw…. or some other services I presume

    If you buy from Telone directly usually it moves straight to bundle

    This only started happening after prices started jumping… To prevent people from pre buying to hedge against price increases

    Hope that’s clear

    Ps….if you top up and it goes to main account….you can still make calls from your landline which means your main account balance will be reduced and hence not enough to buy your bundle… So either buy a voice bundle to top up main account or avoid cake altogether

    I’ve been with adsl since inception… I’ve had a few problems but one thing I can say is they customer service had gone in the right direction… Even the ground technicians come in Sundays

  2. The Telone case….ask them to move from main account to your bundle of choice…..for example if you top up an ADSL package say for 150….it goes to your main account….so your data will be zero gigs…but the balance on the account will be 150…you then have phone in or use the what’s app line to move it to your required bundle… The main account will be deducted and the gigs added…

    This happens when you buy from top-up.co.zw…. or some other services I presume

    If you buy from Telone directly usually it moves straight to bundle

    This only started happening after prices started jumping… To prevent people from pre buying to hedge against price increases

    Hope that’s clear

    Ps….if you top up and it goes to main account….you can still make calls from your landline which means your main account balance will be reduced and hence not enough to buy your bundle… So either buy a voice bundle to top up main account or avoid cake altogether

  3. The Telone case….ask them to move from main account to your bundle of choice…..for example if you top up an ADSL package say for 150….it goes to your main account….so your data will be zero gigs…but the balance on the account will be 150…you then have phone in or use the what’s app line to move it to your required bundle… The main account will be deducted and the gigs added…

    This happens when you buy from top-up.co.zw…. or some other services I presume

    If you buy from Telone directly usually it moves straight to bundle

    This only started happening after prices started jumping… To prevent people from pre buying to hedge against price increases

    Hope that’s clear

    Ps….if you top up and it goes to main account….you can still make calls from your landline which means your main account balance will be reduced and hence not enough to buy your bundle… So either buy a voice bundle to top up main account or avoid cake altogether

  4. I’ve been trying to pay my fixed line through my bank with no joy. Tried getting assistance from their WhatsApp and twitter but no joy as well.

  5. May I know why your data gets exhausted in no time. In the past 15 gb used to go the whole month from April am now using 60 gb. Is there a problem or is just deliberate. Please I believe I may not be the only one with such a problem May you please look in to with some urgency

  6. Zol wibroniks internet speeds are the worst, i cant even answer whatsapp voice calls for the past month. Worst thing is i sent them an email about a month ago to no avail.

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