C-Way giving Eiskom! Month-for-Month trap contract with no service!

At this stage, I am uncertain which is worse, Telkom with or C-Way! Pay for no service!

Please can they define what Month-for-month means and why they do not treat customers fairly. I entered into a month for month fibre deal where I got billed months later but they forgot to invoice and I still paid. Now I want out and I’m being trapped but they will not reimburse me for the loss of income for the past 13 days?

I signed up with C-way in February 2022 because I wanted an Month-to-Month because I work freelance and don’t want to be stuck with contractual obligations during months of no income.I generally stay away from contracts because I do not want financial responsibility I cannot maintain or cannot get out of when I need to.

From February 9th when I signed up, it took almost a month to connect me even through I was an existing Vumatel client. I eventually got connected and already started experiencing connection problems by the 6th of March. I sent an email to complain that my internet isn't working. Firstly, they forgot to bill me for months on end and resolved to adding onto my monthly payment. I had already stated budget constraints. Again, me, having to tend to a problem I didn’t create.

I could’ve cancel their service then but I didn't because my issue was never about money, it is bad service where I pay for no service.

As a customer, I would email C-way about a connection issue and they would take longer than 24 hours to get back to me with feedback, often no feedback at all. Even after informing them several times that we are working form hime an cannot afford any network problems.

I have been exceptionally patient with C-way and month on month I had intermittent internet connections. I complained continually and they eventually launched an new portal end of march/ beginning of April that would be a technical resolve.

I loaded intermittent internet complaints continually and they would close those tickets without fixing nor checking if the problem was rectified on my side.

I sent an email October 10th, requesting a cancelation of services due to continues unresolved intermittent internet services that had detrimental impact on my income. C-way sales promised to deliver a new router as the one I was using was faulty and all clients were getting new routers delivered and mine was scheduled to arrive that Wednesday. Nothing has arrived to date.

Email from them: “ Dear Customer,

Thank you for your email.

We will like to suggest replacement of your router first. It appears that the specific router you have might be a problem as we do find several failures recently with the same brand of routers. A manufacturing fault is most likely causing the fault. We are in the process of replacing all current router of this brand and you were scheduled to be changed on this Wednesday.

We also would like to offer you one-month free internet to compensate for any inconvenience caused. At this stage it does look like the problem is caused by hardware failure which is the router in your house. This is causing the internet to be intermitted with times. It is not the services of C-Way as such. You will not be invoices at month end for your service. Our main priority is to get this issue resolved or you.

Our Technical Engineers are doing the replacements and will see to everything when they come to you.

Kindly note that should we proceed with Cancellation the cancellation will only be effective 30 November 2022 as per your contract.

We looking forward to get to the bottom of this issue for you and sincerely apologise for any inconvenience caused.

Accounts

https://www.c-way.co.za”

I have left out the monthly back and forth. Why was I not informed about cancellation fees at this point in time.

I received no new router, with the promised improved internet settings that never stood the test of time and continuous intermittent internet, so I continued with the cancellation on the 24th of October after monitoring the network as promised. They offered me to not pay for any service as a retentions trick and hoping I would stay on while they came up with a new resolution, being the new router that has not arrived!

Now C-way has raised invoices up to Feb 2023 including cost of the new “not faulty” router that never arrived and for a service I am not receiving, cancelled without communication or indication or response to my request and confirmation of cancelation email. I called them on the 1st of December to inform them I had been switched off. I received no feedback. I called them 3 times at which at 3pm I demanded for them to release my line as I have been forced to look for another service provider.

To date I have received no feedback but a string of invoices with no communication. From 1 Dec to date, I’ve had no feedback, call or email from them besides the email notifications from them for invoices and no service.

On which planet, do you go for a whole day of no work and only get switched on at 3pm when you knock off at 4pm? Who will pay you full for 1 hours worth of work time? Who will compensate me for my loss for the year? I have forwarded all cancellation emails to the bank to block any debit orders from C-Way.

They are holding on to my line so I cannot move to a new service provider, raise invoice and still no internet?. I’ve lost income due to no internet connection that they will mot repay which are far more costly than their internet.

Customers go through a lot having to pay for service they never receive. As a customer, you should be treating with respect. Cancel my connection so I can at least get service from service providers with a good track record.