WK
Willem K
1 reviews | Active since Nov 2020
19 Oct 2021, 11:16
Cell C - Technical Issues Persistent
I have written a review on Cell C before.
It related to both technical issues and poor customer service skills and lack of knowledge from their support staff side.
After Cell C contacted me, at least their staff's level of interaction with customers improved drastically. At least now they are friendlier, and more willing to help the customer.
However, Cell C's technical issues are persistent.
Over the past two days I have again been spending much time on the phone, with call center staff and with technical support staff. It has been two days of making calls to Cell C and going through the same ritual of explaining the issue to every consultant I speak to, and then each of those consultants trying their very best to resolve the technical issue by following the same steps and going through the same ritual.
But alas, the technical issue persists and I am still without proper network service due to technical issues.
I do not think that Cell C understands the impact of the entire matter. The amount of time I spent trying to resolve the issue, as well as the inconvenience of not having proper network service, all amounts to absolute frustration and lost invaluable time.
If I had not gone through this same kind of experience with Cell C quite a few times before, I would not take the time and effort to write another review.
Helpful (0)
Replies (9)0
Replies (9)
Cell C's replyOfficial
19 Oct 2021, 11:43Hi Willem
Thank you for reaching out .
Is the network slow, on and off or non existent?
^NH
Thank you for reaching out .
Is the network slow, on and off or non existent?
^NH
Best regards,
Cell C's reply19 Oct 2021, 11:43
Official
Hi Willem
Thank you for reaching out .
Is the network slow, on and off or non existent?
^NH
Thank you for reaching out .
Is the network slow, on and off or non existent?
^NH
Best regards,
WK
Willem K's updateReviewer Update
19 Oct 2021, 13:40I experience the following:
1. Constant internet connection disruptions. I have sufficient data and Whatsapp data.
2. I cannot make or receive Whatsapps video calls to another Cell C customer. It rings on either side, we answer, but then it just says "Connecting" until eventually the video call fails.
3. Since yesterday, after I followed the steps given to me by technical staff, I have also been experiencing voice call network loss. My phone says Emergency Calls only.
If I follow the exact instructions of the technical support staff to fix any of these issues, then I have absolutely no network service, whatsoever.
Then I have to revert back to prior settings just to have access to voice calls again. But internet connection and Whatsapp Video calls remain a problem. My internet is completely off. After numerous calls to Call Center and Technical Support Team, the staff are still unable to resolve the issues.
1. Constant internet connection disruptions. I have sufficient data and Whatsapp data.
2. I cannot make or receive Whatsapps video calls to another Cell C customer. It rings on either side, we answer, but then it just says "Connecting" until eventually the video call fails.
3. Since yesterday, after I followed the steps given to me by technical staff, I have also been experiencing voice call network loss. My phone says Emergency Calls only.
If I follow the exact instructions of the technical support staff to fix any of these issues, then I have absolutely no network service, whatsoever.
Then I have to revert back to prior settings just to have access to voice calls again. But internet connection and Whatsapp Video calls remain a problem. My internet is completely off. After numerous calls to Call Center and Technical Support Team, the staff are still unable to resolve the issues.
WK
Willem K's update19 Oct 2021, 13:40
Reviewer Update
I experience the following:
1. Constant internet connection disruptions. I have sufficient data and Whatsapp data.
2. I cannot make or receive Whatsapps video calls to another Cell C customer. It rings on either side, we answer, but then it just says "Connecting" until eventually the video call fails.
3. Since yesterday, after I followed the steps given to me by technical staff, I have also been experiencing voice call network loss. My phone says Emergency Calls only.
If I follow the exact instructions of the technical support staff to fix any of these issues, then I have absolutely no network service, whatsoever.
Then I have to revert back to prior settings just to have access to voice calls again. But internet connection and Whatsapp Video calls remain a problem. My internet is completely off. After numerous calls to Call Center and Technical Support Team, the staff are still unable to resolve the issues.
1. Constant internet connection disruptions. I have sufficient data and Whatsapp data.
2. I cannot make or receive Whatsapps video calls to another Cell C customer. It rings on either side, we answer, but then it just says "Connecting" until eventually the video call fails.
3. Since yesterday, after I followed the steps given to me by technical staff, I have also been experiencing voice call network loss. My phone says Emergency Calls only.
If I follow the exact instructions of the technical support staff to fix any of these issues, then I have absolutely no network service, whatsoever.
Then I have to revert back to prior settings just to have access to voice calls again. But internet connection and Whatsapp Video calls remain a problem. My internet is completely off. After numerous calls to Call Center and Technical Support Team, the staff are still unable to resolve the issues.
Cell C's replyOfficial
19 Oct 2021, 14:12Thank you .
Which number can we reach you on?
^NH
Which number can we reach you on?
^NH
Best regards,
Cell C's reply19 Oct 2021, 14:12
Official
Thank you .
Which number can we reach you on?
^NH
Which number can we reach you on?
^NH
Best regards,
WK
Willem K's updateReviewer Update
19 Oct 2021, 14:28I have spoken to a person by the name of Palesa Machone, at your technical support division.
I have asked that her manager, Temba Duikel give me a call today. They have not yet called.
They will have my number.
I have asked that her manager, Temba Duikel give me a call today. They have not yet called.
They will have my number.
WK
Willem K's update19 Oct 2021, 14:28
Reviewer Update
I have spoken to a person by the name of Palesa Machone, at your technical support division.
I have asked that her manager, Temba Duikel give me a call today. They have not yet called.
They will have my number.
I have asked that her manager, Temba Duikel give me a call today. They have not yet called.
They will have my number.
Cell C's replyOfficial
19 Oct 2021, 14:41Would you rather we send a call back request to Themba Duikel and Palesa Machobane ?
^NH
^NH
Best regards,
Cell C's reply19 Oct 2021, 14:41
Official
Would you rather we send a call back request to Themba Duikel and Palesa Machobane ?
^NH
^NH
Best regards,
WK
Willem K's updateReviewer Update
19 Oct 2021, 15:01Actually no.
The mere fact that they have not yet returned my call, is and indication that I may have to wait indefinitely for them to contact me.
The only reason I referred to them, is that I do not want to share my telephone number on Hello Peter. Palesa Machone, of technical department, has my number and I thought that you can get it from her.
I would actually prefer someone who can truly resolve my issue to contact me.
I need to have internet before end of business today, and I also need to be able to make Whatsapp video calls to Cell C numbers again.
The mere fact that they have not yet returned my call, is and indication that I may have to wait indefinitely for them to contact me.
The only reason I referred to them, is that I do not want to share my telephone number on Hello Peter. Palesa Machone, of technical department, has my number and I thought that you can get it from her.
I would actually prefer someone who can truly resolve my issue to contact me.
I need to have internet before end of business today, and I also need to be able to make Whatsapp video calls to Cell C numbers again.
WK
Willem K's update19 Oct 2021, 15:01
Reviewer Update
Actually no.
The mere fact that they have not yet returned my call, is and indication that I may have to wait indefinitely for them to contact me.
The only reason I referred to them, is that I do not want to share my telephone number on Hello Peter. Palesa Machone, of technical department, has my number and I thought that you can get it from her.
I would actually prefer someone who can truly resolve my issue to contact me.
I need to have internet before end of business today, and I also need to be able to make Whatsapp video calls to Cell C numbers again.
The mere fact that they have not yet returned my call, is and indication that I may have to wait indefinitely for them to contact me.
The only reason I referred to them, is that I do not want to share my telephone number on Hello Peter. Palesa Machone, of technical department, has my number and I thought that you can get it from her.
I would actually prefer someone who can truly resolve my issue to contact me.
I need to have internet before end of business today, and I also need to be able to make Whatsapp video calls to Cell C numbers again.
Cell C's replyOfficial
19 Oct 2021, 15:18We have sent a request for your number.
^NH
^NH
Best regards,
Cell C's reply19 Oct 2021, 15:18
Official
We have sent a request for your number.
^NH
^NH
Best regards,
WK
Willem K's updateReviewer Update
19 Oct 2021, 15:31***
WK
Willem K's update19 Oct 2021, 15:31
Reviewer Update
***
Cell C's replyOfficial
19 Oct 2021, 15:42Thank you, we'll be in touch and we'll also communicate with the network team.
^NH
^NH
Best regards,
Cell C's reply19 Oct 2021, 15:42
Official
Thank you, we'll be in touch and we'll also communicate with the network team.
^NH
^NH
Best regards,