CELL C - COMPLETED FIBRE MOVE ORDER WAS ACTUALLY NEVER COMPLETED

1. Middle of February, I called and emailed Cell C requesting that our fibre be moved to our new house on 1 April 2019.

2. After lots of chasing around trying to get confirmation of my move order, eventually on 11 March 2019, Cell C confirmed that the fibre will be moved on 1 April 2019. I received the confirmation on the phone and via sms from Cell C (ref: VT-11 ********** 50)

3. 1 April 2019, fibre is working, we can connect to the internet. Only to realize, I can connect to the internet, but I cannot send out going emails.

4. After calling Cell C so many times that I have lost count, and after trying everything imaginable to try get my outgoing emails to send, they assign me to a technician, Bevin Reed. I asked Cell C with each call to confirm that my fibre had been moved. And each time I was told yes, the move order was completed on 1 April 2019 like I had requested.

5. Bevin spent 2 weeks with me trying various things to get my email to send. I also asked Bevin, are you sure that my fibre was moved. That perhaps the old owner's fibre is still connected. Bevin didn't seem to take this suggestion seriously, and continued with various tests on my fibre.

6. Eventually, by 28 April, I still could not send out emails. So I decided to get the SMTP details from the previous owners, to see if I could send emails using their service provider. Well, it worked.

Which means, my fibre has no been relocated, and I have actually been using Web Africa as a service provider for the last month. How Cell C could not see this after all these tests is beyond me! The old owners of our house have let me know that their Web Africa agreement ends on 30 April 2019.

Cell C, you better hope that I have fibre available tomorrow 1 May 2019. Otherwise I am changing service providers. Please arrange a credit to my account for this past month. I am not paying for a service you did not provide. A lady called me yesterday to see if my case has been sorted. I told her far from it, she promised to call me back urgently. I have not heard back from her. What now Cell C???