Telkom Customer Care: A Complete, Practical Guide

Who “Telkom” Refers To and Why It Matters

Telkom is a brand name used by different telecom operators in multiple countries. The two largest you are likely to encounter are Telkom SA SOC Ltd (South Africa) and PT Telkom Indonesia (Indonesia). They are separate companies with different networks, products, and support systems, so the correct customer-care channels depend on your country and the specific service (fixed line, fibre, or mobile).

If you are unsure which Telkom you use, check your bill or SIM packaging for a website or company name. In South Africa you will see telkom.co.za, while in Indonesia you will see telkom.co.id or indihome.co.id for fixed broadband. Using the correct channels below ensures you reach the right support team and speeds up resolution.

South Africa: Official Customer-Care Channels

For fixed-line, fibre, and billing support from a Telkom fixed line, dial 10210. This is the primary residential customer-care number used nationwide for account queries, faults, and product support. Keep your account number and service/line number at hand before calling to speed up verification.

For Telkom Mobile (including legacy 8ta) support, dial 180 from a Telkom Mobile SIM (free). If you are calling from another network, dial 081 180 (standard network rates apply). You can also manage most mobile and fixed services via the Telkom App (Android and iOS) and the self-service portal at https://www.telkom.co.za/, where you can log faults, view bills, make payments, upgrade packages, and track orders.

If you prefer in-person service, use the Store Locator on telkom.co.za to find your nearest Telkom shop. Bring a valid South African ID (or passport), proof of address not older than 3 months (for RICA and contract changes), and any related equipment (e.g., router or SIM) if the visit concerns device issues or swaps.

South Africa: Faults, Billing Disputes, and Cancellations — How to Get Results

For technical faults (no sync/LOS light on fibre ONT, no dial tone, frequent disconnects), log a ticket via 10210 or the Telkom App and insist on a fault reference number. Note the date/time you logged it. Typical restoration targets for single-customer last‑mile issues are 24–72 hours, but area outages may take longer. You can request SMS or app notifications for technician dispatch and closure.

For billing disputes (e.g., unexpected pro‑rata, once‑off fees, or out‑of‑bundle mobile charges), raise the dispute as soon as the bill is issued and keep copies of supporting evidence (order confirmations, speed plan, usage screenshots). Adjustments commonly reflect within the next bill cycle; credits usually process in 7–14 business days once approved. For cancellations or moves, provide at least 30 days’ notice to avoid overlapping charges, return loaned CPE when requested, and ask for a dated cancellation reference.

If a matter remains unresolved after you have a valid reference and reasonable follow‑up (e.g., multiple contacts across 10–14 business days), escalate via the online complaints channel in your Telkom account profile. Keep a concise timeline with ticket numbers, promised dates, and outcomes; this greatly improves the success of escalations.

Indonesia: Official Customer-Care Channels

For IndiHome and other fixed services from PT Telkom Indonesia, call 147 (24/7). If you dial from a mobile phone or outside your local area, use 021-147 (standard local call charges may apply depending on your operator). The official help desk on X (Twitter) is @TelkomCare, which is actively used for rapid triage—include your Nomor Internet (service number) and a brief description when requesting help.

Official websites are https://www.telkom.co.id/ for corporate and broad service information and https://www.indihome.co.id/ for consumer fibre (IndiHome) orders, billing, and support. You can also use the myIndiHome app to check bills, request upgrades, open/track trouble tickets, and schedule technician visits without calling.

For in-person service, visit your nearest Plasa Telkom. Typical operating hours are business days during normal office hours; check the exact hours in the myIndiHome app or on indihome.co.id before you go. Bring your KTP (national ID), a contact phone number, and your service details; for new installs you may be asked for a family card (KK) number and a valid contact address for scheduling.

Indonesia: Troubleshooting and Ticketing Expectations

Before calling 147, power‑cycle your modem/ONT (turn off for 30 seconds and restart), check that the LOS indicator is not red, test with a direct Ethernet cable to a laptop, and run a speed test with Wi‑Fi temporarily disabled. Note your Nomor Internet (often 12 digits on your bill or app) and ONT serial number; share these when you open a ticket to accelerate dispatch.

Single‑customer faults are commonly resolved within 24–48 hours once a ticket is opened; broader area disruptions depend on fiber distribution repairs and may take longer. New IndiHome installations in serviceable areas often complete in 3–7 working days after order verification and payment. If you are on a promotional or contract package (commonly 12 months), confirm any early termination fee before downgrading or cancelling to avoid unexpected charges.

What to Prepare Before Contacting Customer Care

A few minutes of preparation can cut your handling time by half and reduce back‑and‑forth. Gather the identifiers that prove account ownership and the technical details that isolate the issue; this lets agents skip basic discovery and move straight to action.

• Account number and the exact name on the account (as it appears on your bill or app).
• Service identifiers: line/DSL number, fibre service number (Nomor Internet in Indonesia), or mobile MSISDN/ICCID (SIM number).
• Installation address and contact phone number available for technicians.
• Router/ONT brand, model, firmware version, and serial/MAC label.
• Clear description of the issue, when it started, and whether it is intermittent or constant.
• Speed test results (time, server, download/upload, ping) over Ethernet and over Wi‑Fi.
• Lights/status on the ONT or modem (e.g., LOS red, PON off, DSL blinking).
• Recent changes: new router, moved CPE, new PPPoE password, added extenders, or power outages.
• Billing specifics: invoice number, amount in dispute, date charged, and any order/upgrade references.
• Preferred contact window and permission to access the premises if you are not home.

When you log a ticket, always request and save the reference number. If you follow up via a different channel (call center, app, or social), quote that same reference so all notes stay linked to one case history.

Security and Fraud Awareness

Use only official domains and numbers. In South Africa, use 10210 for fixed services and 180/081 180 for mobile; the official site is https://www.telkom.co.za/. In Indonesia, use 147 or 021‑147; official sites are https://www.telkom.co.id/ and https://www.indihome.co.id/ and the official help desk on X is @TelkomCare. Bookmark these to avoid spoofed sites and phishing ads.

Legitimate agents will never ask for your online banking PIN, full card CVV, or one‑time passwords (OTPs) for payments. Pay bills only through the official app, website, or verified payment partners listed in your account. For on‑site visits, ask technicians to present their company ID and confirm the appointment against the ticket in your app or SMS. If anything feels off, end the contact and re‑initiate through the official numbers above.

Finally, protect your home network. Change default router passwords, keep firmware updated, and avoid sharing your PPPoE or Wi‑Fi credentials during troubleshooting unless you are speaking to an authenticated agent and you initiated the session. These small steps prevent account takeovers and keep your connection—and personal data—secure.

What is the WhatsApp number for Telkom?

081 160 1700
WhatsApp Self Service
WhatsApp Telkom on 081 160 1700 to load airtime, load data, check balances and send queries, even from a non-Telkom SIM. Alternatively, you can request a WhatsApp link via SMS (Telkom TDS).

How do I contact Telkom customer care?

1. Interactive Voice Response. Simply dial 081180 and get assistance managing your account, make changes and more.
2. Web Self-Service Portal. Register on the Telkom Web Self System Portal to view your usage history, balance breakdowns and pay your bills.
3. National Relay System.

How do I report a Telkom network problem?

Faults

1. Report a fault online (incl. DSL) Report a fault online.
2. Report an ISP fault online. Report an ISP fault.
3. Report a fault via SMS* Please SMS the faulty DN Number to 0123210212. * Please note that the SMS service is for residential customers only. Instructions on using this service.

How do I report a telephone fault?

Contact your provider as soon as possible and try to describe the fault as best you can. Talk through the checks you have already carried out and explain how the problem is affecting your use of the service.