LM
Luke M
1 reviews | Active since Mar 2019
21 Mar 2019, 11:35
Appalling service
I am absolutely appalled with C-fibre and their customer support. There is a complete lack of competence and the company cleary does not care if they lose customers or get reported to ICASA for blatant disregard of consumer rights.
We have sent numerous emails since the 4th of October 2018 regarding a speed problem with our fibre as we are paying for a 50/50mbs line and rarely get above 20mbs. We have done several tests with a direct ethernet connection and wifi connection. We have sent screenshots of these tests to Cell C. They then rep**** asking us to test the line, which we did several times. We have never heard back. The router is not obstructed by any walls or electronic devices, and is mere 5 meters away from where we use it.
I am paying nearly R1000 per month for fibre that is being throttled when it shouldn't be (as stated in the contract) and an especially slow download line.
I am especially disgusted by the fact that the customer service centre doesn't answer their lines and we're on hold for 20+ minutes at a time. However, when we select the sales option, we put through to a consultant immediately (who then tried to transfer us to technical support, with no success).
This is a money making scheme and I do not recommend this company to anybody.
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Replies (2)
Cell C's replyOfficial
22 Mar 2019, 09:07Good morning Luke
Kindly note that this matter has been escalated to C Fibre for further assistance.
We sincerely apologize for the manner in which this matter was handled.
Regards
Cell C | PN
Kindly note that this matter has been escalated to C Fibre for further assistance.
We sincerely apologize for the manner in which this matter was handled.
Regards
Cell C | PN
Best regards,
Cell C's reply22 Mar 2019, 09:07
Official
Good morning Luke
Kindly note that this matter has been escalated to C Fibre for further assistance.
We sincerely apologize for the manner in which this matter was handled.
Regards
Cell C | PN
Kindly note that this matter has been escalated to C Fibre for further assistance.
We sincerely apologize for the manner in which this matter was handled.
Regards
Cell C | PN
Best regards,
LM
Luke M's updateReviewer Update
29 Mar 2019, 16:38Dear Cell C,
It has been a week and this issue has not been resolved. One of your consultants called me and found that my profile was no where to be found on the Cell C system, he then said would call back in 5 minutes. Those 5 minutes have turned into 2 days. To make matters worse, our fibre line keeps going down and we are unable to report it as no one answers the customer service line. I am tired of all these issues. Why are we having so many troubles with our fibre and why should I pay when the line is going 4-5 times a week for 12+ hours at a time ? Do not have someone call me to try resolve this over the phone, because clearly that has gotten me no where. Rather, have someone call me to arrange a time to replace any malfunctioning equipment and to come to my house and test the line. This is extremely poor management and not what you as a company promised me when I chose you as my ISP.
LM
Luke M's update29 Mar 2019, 16:38
Reviewer Update
Dear Cell C,
It has been a week and this issue has not been resolved. One of your consultants called me and found that my profile was no where to be found on the Cell C system, he then said would call back in 5 minutes. Those 5 minutes have turned into 2 days. To make matters worse, our fibre line keeps going down and we are unable to report it as no one answers the customer service line. I am tired of all these issues. Why are we having so many troubles with our fibre and why should I pay when the line is going 4-5 times a week for 12+ hours at a time ? Do not have someone call me to try resolve this over the phone, because clearly that has gotten me no where. Rather, have someone call me to arrange a time to replace any malfunctioning equipment and to come to my house and test the line. This is extremely poor management and not what you as a company promised me when I chose you as my ISP.