AWFUL Cell C Fibre Support Service

I initially signed up for fibre services through Greencom and received excellent uninterrupted services for the duration of period of my contract with them. The contract was moved to Cell C earlier this year and to be honest for the first 6 months or so since the transition I had good uninterrupted service. My nightmare started last month in September when the service went down for about two weeks. During this time I had the unfortunate experience of dealing with the agents at the call centre for fibre support and all they are good at is asking you for your details numerous times over but know little about resolving technical issues that you actually have. My experience was that I had to follow up on a daily basis on this matter and half the time the ticketing service was not working so I could not even log the fault. Eventually after 2 weeks a technician did call me from the 2nd line support team and within an hour he had been able to resolve the connectivity issue after consulting with Metrofibre (this gentleman was extremely professional and followed up to ensure the issue was closed off). A breath of fresh air amongst a bunch of *********** call centre agents. However since that time we have had to switch on and off daily to remained connected which you can imagine is extremely frustrating. By the way I was promised a credit note for the time I did not have service but when the billing was done there was not credit note issued for the time the service was down.

On Thursday 18 October 2018 the service has gone down again so the nightmare does indeed continue. I reported the fault to a call centre agent in support on the 19th of October who logged the fault after first checking that my account was up to date and asking me to switch the router on and off. No one called me back (this should have been expected) and when I followed up on Monday I was informed that my account had been suspended as I was in arrears for 1 month. I had explained to the agent on the day I logged the call that I had been expecting a credit note and she noted this on the ticket she raised. In any case I paid the full outstanding balance to ensure that the outstanding balance was not an excuse for Cell C. Despite fully paying my account my service is not back up and on follow up both yesterday and earlier on today I have started getting the normal run around. I called this morning and spoke to an agent called Bongiwe who promised to send the ticket reference number to my phone. Guess what I am still waiting for that reference number.

My frustration is exacerbated by the fact that I did not consciously choose Cell C as my service provider as I was initially signed up with Greencom. I have requested for Cell C to terminate my service this morning through an email I sent to ********** as I really want to move on but I suspect this may never happen either.

How is it possible that a brand such as Cell C can not care about its customers to this extent? Its worse that dealing with government entities, I have received much better service from Telkom in the past. I just need a simple fibre service from one of the largest telcos in Africa.

Disgruntled customer

Tanaka