Cell C Fibre

Below is a short write-up of my interaction with Cell C Fibre and to be honest, I'm writing this in the hope that they will start taking me seriously and assisting me as I've seen that they reply to Hello Peter calls - they don't reply to support calls/emails. I just want to get my account up and running again while I investigate options to move away from them. Very unprofessional outfit. This is all related to support call CF020069.

- Jan 2018: My landlord had a Fibre account through Greencom which was migrated to Cell C We were advised in January 2018 by Cell C (Senior Sales Manager) to open the account in my name and not the landlords. This was done (after a long struggle with Cell C to get this done), and I’ve been paying my Cell C Fibre account since January 2018. This account is fully settled as of Nov 2018. - October 2018: I get informed by the Leasing Agent that I must pay my Cell C account as they received notice from Cell C that the landlord’s account is not settled. I queried this with Cell C and he advised that my account is fully settled and the account in question is the landlord’s account (it’s now become clear to me that Cell C created duplicate accounts for the same address). - 1 November 2018: My Fibre line is not working any more, logged a call with Cell C (ref CF020069) the same day. Advised by Cell C to restart the router, plug out, reset the password, etc. This continues for a couple of days with no progress. - Saturday 3 November: Have another call with a Cell C consultant (a new one). He says he can’t find my fibre box number on my account. I inform him that I know there is an account in my landlord’s name, and maybe that could be the issue. He confirms that my landlord’s account was deactivated on 1 November, and it seems that there was a mix up where my details are mixed with the landlord’s account. Cell C consultant advises that he’s logging this with Metro Fibre to log a new call to activate the account. NB: This is not a new account being opened as, but a correction. - Tuesday 6 November: Someone from Metro Fibre comes out to replace the fibre box. Doesn’t really know why. Silence before and after this from Cell C. - Wednesday 7 November – Saturday 10 November: I call Cell C call centre twice a day to request an update – no one called me since Saturday 3 November. Every time I speak to a new consultant who doesn’t know the details of the case. Every time the person says they’re sending an internal email. No feedback further. I even get asked if I’ve restarted my router… - Friday 9 November: Apparently case has been escalated and set as high priority (this is again after I called Cell C, no feedback from Cell C). Support team lead was supposed to call me. I think I missed his call, and never hear back from him again. - Saturday 10 November: After I again called Cell C and insisted to speak to a manager I got a hold of Support Team Lead. He advised that the request for a new account is with Metro Fibre, and that they’ve closed over the weekend. I was promised that Cell C Team Lead will contact me on Monday 12 November with an update. - Saturday 10 November: I wrote this nice chain of events in the hope that it will assist Cell C in getting to the root cause of the problem. - Monday 12 November: Still no feedback from anyone of Cell C or Metro Fibre, so I've reverted to creating this review on Hello Peter.

You can see from the above that I've lost all hope in Cell C's technical abilities, hopefully this review will assist them in improving their service - and maybe one day call me...