Telecoms & Internet · Contact details
Telkom Fault Reporting Contact Details
Telkom lets you report a fault in four ways: an online fault form that needs only your Telkom number, a self-help portal that tests the line first, WhatsApp, and the call centres. Fixed-line and fibre faults and mobile faults use different numbers. This page covers each route, what happens after you report, and how to escalate a fault that drags on. Details were read from telkom.co.za and Telkom’s service charter on 14 September 2026.
ContactDetails.co.za is an independent directory and cannot test or repair lines. For Telkom’s other departments, see Telkom contact details.
Official task/support route
| What it is for | Contact |
|---|---|
| Report a fault online (no login) | apps.telkom.co.za/logafault |
| Test, track and report faults (self-help) | gethelp.telkom.co.za |
| Fixed-line and fixed broadband, residential | 10210 |
| Fixed-line services, business | 10217 |
| Mobile services | 081 180 |
| WhatsApp self-service | 081 160 1700 |
| Unresolved complaints (escalation centre) | NatCC@telkom.co.za |
Older fault numbers for SMS reporting still circulate online, but they appear only on legacy Telkom documents and test pages. Telkom’s current help pages route fixed-line queries to 10210, so use that.
What you need before contacting
- The Telkom number of the affected line or service, which the online form asks for first.
- A quick check that it really is the line: an old Telkom tip is to plug a different phone into the same wall socket, and if the problem stays, it is probably a line fault rather than your handset.
- For broadband, whether the router lights show a connection, and when the fault started.
- A contact number that is not the faulty line.
Step-by-step contact process
- Open apps.telkom.co.za/logafault and enter your Telkom number. The form runs a fault analysis, asks for your contact information, then confirms that the fault is reported.
- Or use gethelp.telkom.co.za to test the service and track an existing fault.
- If you cannot report online, call 10210 for residential fixed services, 10217 for business, or 081 180 for mobile.
- Write down the reference number. Telkom’s service charter says complaints are acknowledged within 48 hours with a reference and that it aims to resolve them within 14 days.
Planned maintenance is not a fault: the charter says Telkom notifies planned interruptions by SMS or on its website seven days ahead and again the day before.
Escalation route
If the fault or complaint is not resolved within 14 days, email NatCC@telkom.co.za with your reference number; Telkom’s escalation centre needs that reference, so report through a normal channel first. The charter also says you are entitled to a pro-rated rebate for contracted services you paid for but did not receive. If Telkom still does not resolve it, complain to the regulator ICASA on 012 568 3000 or consumer@icasa.org.za.
Sources
- telkom.co.za help guide and online fault form, read 14 September 2026
- Telkom End User and Subscriber Service Charter, published on group.telkom.co.za