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Jacques B

1 reviews | Active since Mar 2009

13 Feb 2019, 11:05

All talk, no action on C-Fibre promotions

I've app**** for C-Fibre on 5 February, getting a message "A sales consultant will be in touch with you shortly. Order number o ********** 26". It has been more than a week, and no consultant has been in touch.

I've used the online chat, twitter support, mailed all the fibre support and sales channels, but to no avail. Twitter support has said that they've escalated this with the Fibre team twice.

Logging on to check progress, I simply get "Your Order ********** ********** is in Progress"

I've now basically paid R999 for February, and I can see that I'll have no service for this month. Yet none of the support channels can tell me if this will be pro-rated into next month.

I'm actually just so disappointing with the sign-up/initiation process at this stage. If it is so difficult to get onto your service, how are you going to support me if I have a problem when on it?

How do I go about just cancelling my application and getting refunded? I'd rather pay more and get better service elsewhere.

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Replies (2)
Cell C
Cell C's reply13 Feb 2019, 11:45
Official
Good morning Jacques

We have referred this matter to one of our team members for assistance. Do expect communication during the course of the day. 

We apologize for the inconvenience caused. 

Regards 
Cell C | PN 

JB
Jacques B's update14 Feb 2019, 12:27
Reviewer Update
I got a call yesterday. But it didn't seem all that useful. All that was said, is that they will talk to the Fibre team. I asked for a reference number, but they couldn't give me one. Said they'll phone back later to give me one, which didn't happen. Today I finally get a mail from the Fibre team "We are delighted to inform you that your application has been approved". It took 10 days for this magic to happen. Also "Open Serve will contact you to arrange for installation of the fibre into your home, the lead time for installation is 4-6 weeks". Are you kidding me? In my communication / struggle to this point, I've asked some questions that are getting dodged. So please help me here: 1. I've paid R999 ... What happens to this money whilst I wait 6-8 weeks for my service? Does this only start taking effect once my service is active? Or will you be billing me for February and March where I don't have service? 2. How do I cancel my application and get refunded, to rather sign up with someone that wants to help me get online? Or alternatively 3. Are you actually going to put in some effort here to actually expedite here? If 3 cannot happen, I urgently need input on 1 and 2.