I have a fairly turbulent history with Telkom and ISPs (Internet Service Providers) in South Africa. I know as customers we expect a lot. And it is difficult with the competition in the industry for ISPs to undercut one another. But why do they need to lie?

Why are customers upset?

Well it is all about managing expectations. If you over promise and under deliver, you piss off people. There is also the elephant in the room, Telkom. Telkom has such a bad reputation ISPs often get away with providing a shitty service by saying that it is a problem on “Telkom’s side.”

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