AVOID CELL C FIBRE AT ALL COSTS!! THEY ARE NOT COMPETENT TO MAKE EVEN A GOOD CUP OF COFFEE!

CELL C FIBRE SUPPORT IS NO JOKE!! They act like they are but in fact the way they make you feel and the lack of ability to support their services is quite frankly pathetic!

They not only have simply no idea of what to do when someone has a problem, but more accurately seem to lack the understanding OR MAYBE EVEN WORSE THE DESIRE TO DO SO!

Having had first hand experience (in a previous life) of Call Centers, as well as Technical Support, I can assure you that my evaluation of them is not only un-biased but also accurate and qualified!

Here is the mail I ended up sending to them in a last effort and desperate attempt to try and get someone, NO ANYONE to assist me with restoring my service. Unfortunately I cannot say that I have heard anything back from them nor have I had any success in getting my problem addressed.

THIS IS AGAIN UNFORTUNATELY NO SURPRISE! WHAT WOULD BE A SURPRISE THOUG IS THEIR MANAGEMENT GETTING PAID AT THE END OF EACH MONTH AS THEY CLEARLY ARE TOTALLY *********** AND NEED TO GO THROUGH PERFORMANCE REVIEW!

I need assistance in getting my Fibre service restored at my premises (address below). I have spent a total of almost 4 hours on the phone with almost 10 different people over the past 2 days, having to repeat my address, ID number to each person again and again as I am transferred from one person to the next. Each one wanting me to reboot routers, ONT’s, plugging the ETH cable from the ONT/CPE directly into the PC then back again, switching it off and on again, then unplugging it again and plugging it in again.

I am needless to say somewhat IRKED and reasonably angry at this stage as your support staff is not only ***********, but also not well versed in listening to what information related to the problem I am giving them, which should assist them in being able to identify the cause and therefore the fix to my issue!

So now that I have ranted, I will give you the info I have at hand and hopefully it will allow you to actually fix my problem and restore the service I am paying for and not receiving.

1. Address of installation a. 9 Ruwenzori Rd, Florida Hills, Roodepoort, Gauteng, South Africa b. Not any other address you may have on your system, as I have been living at this address for the past 6 years and have only had fibre for the past year and a bit when it was rolled out in the area. This may seem insignificant, but for some reason you have my old address on your system as well, which every now and then creeps up into the support conversations and even escalation e-mails I have received from you. PLEASE NOTE MY ADDRESS ABOVE, AS THIS IS THE ONLY ADDRESS I HAVE EVER HAD FIBRE FROM VUMATEL OR YOU! 2. Fibre Provider a. VUMATEL AERIAL 3. All lights on the ONT/CPE are indicating that there are no issues on the fibre connection itself: a. Power LED on b. LOS LED off c. PON LED on/constant (please do not ask the color as there are no different colors on my ONT/CPE. It is a Huawei device and all LED’s have always (for 12 months been yellow/greenish. Not Green/Blue/Red or any other color of the rainbow, ALWAYS Yellow (yes even when the service has been working for the past 12 months, Yellow/Greenish d. ETH1 LED on e. SERVICE STATUS on the Vumatel site https://sp.vumatel.co.za shows the following: Service Status Active Area Florida Operational Status Up Admin Status Up Last Updated 2019-04-12 09:39:43 PM FSAN Number ********** 3672E4F91 Port Number 1 SFP Power -19.83 dBm RX Power -17.64 dBm TX Power 2.01 dBm Distance 5.864 Km VLAN 671 SLAN 3609 Service Profile ftth_v1_SP Line Profile ftth_v1_20 f. SERVICE STATUS LOG on the Vumatel site https://sp.vumatel.co.za shows the following: 2019-04-12 06:00:23 AM Down Up dBm dBm dBm - Dying Gasp 2019-04-12 04:00:21 AM Down Up dBm dBm dBm - Dying Gasp 2019-04-12 02:00:53 AM Down Up dBm dBm dBm - Dying Gasp 2019-04-12 12:53:49 AM Down Up dBm dBm dBm - Dying Gasp 2019-04-12 12:01:34 AM Up Up -19.71 dBm -17.74 dBm 2.06 dBm 5.864 km None 2019-04-11 10:00:26 PM Up Up -19.83 dBm -17.69 dBm 2.04 dBm 5.864 km None 2019-04-11 08:00:38 PM Up Up -19.55 dBm -17.72 dBm 2.07 dBm 5.864 km None 2019-04-11 07:24:08 PM Up Up -19.63 dBm -17.21 dBm 2.05 dBm 5.864 km None 2019-04-11 06:00:24 PM Down Up dBm dBm dBm - Dying Gasp 2019-04-11 05:03:55 PM Down Up dBm dBm dBm - Dying Gasp 2019-04-11 04:46:38 PM Up Up -20 dBm -17.64 dBm 2.04 dBm 5.864 km None 4. Router is an ASUS Wireless AC1200 Dual Band Gigabit Router (your supp**** Cell C router is **** and was replaced 12 months ago by myself with this router which works 100%! a. All cables have been checked and are correctly plugged in and functioning b. Username and Password for PPOE authentication as supp**** by YOU to me during installation is i. ********** ********** (provided in my support calls!!) ii. ************xx – hidden but provided in my SUPPORT CALLS (not Gw as your support staff seems to think! I have the mail received from you 12 months ago to prove it!) You may have changed the password over the past 2 days, as I said nobody really knows what they are doing! I was asked to use Gv then Gw etc. neither work!! The one I mentioned is the one I have been using for 12 months and has been working for 12 months and has never been changed by me! c. The error message on my Router in the logs is: i. Pppd CHAP authentication error (Username and Password seems to be incorrect)

THIS IS HOPEFULLY ENOUG INFORMATION TO GET SOMEONE TO FIGURE OUT WHAT IS WRONG AND FIX IT ON YOUR SIDE (YOURS OR VUMATEL!) and get back to me ASAP with the FIX and what caused this issue. Maybe it is as simple as testing and maybe resetting the password, or maybe it is a duplicate IP address assigned to my interface on my service? I don’t know, but hopefully someone can understand the issue from the information I have provided and actually resolve it for me instead of escalating it in circles and pushing me from Pillar to Post…

Feel free to contact me on my CELL if you need to speak to me. My number is ********** 365. (NOT ********** 055 as per one of the escalation E-Mails I have received from you today!) My name is Georg Wenhold (NOT Colin Baumgart as per one of the escalation E-Mails I have received from you today!) My Address is 9 Ruwenzori Rd, Florida Hills, Roodepoort. (Not 1032 Hummingbird Ave, Allens Nek as per one of the escalation E-Mails I have received from you today!) My issue is that my Fibre service is not working (Not a problem with my SIM card, or “*please kindly assist the customer he has been calling in for a long time for connection” OR “Please assist customer with agency he has been emailing for a long time now” as per the escalation E-Mails I have received from you today!)

I live and wait in hope and pray that someone will finally understand the issue at CELL C and actually address the issue instead of making up issues or continuing to ask me to wait we have escalated the issue! As per the escalations above you might understand why I am starting to pray at this stage, as it is seeming more and more hopeless by the minute!