CellC CFibre, Worse than Worst Customer Service

About Two months ago, fibre service in Auckland Park, Joburg, was disrupted for five days by Vumatel, to upgrade their systems. CellC CFibre is my ISP, via the Vumatel fibre network. I had NO service from CellC, for over 4 weeks, while still paying (of course) for my service!

I have used CellC for about 7-8 years, on prepaid, using their SupaCharge package, which didn’t give me any problems. When our neighbourhood upgraded to a Fibre Optic network, we chose CellC as our ISP, because we had had great service thus far.

I work from home, so is relying on my Unlimited Uncapped Unshaped Fibre service for internet. And I do little else except for WhatsApp on my phone.

I spent over R2500 for airtime and data on my phone to get done what I needed to do, including engaging with CFibre Support, sometimes on hold for up to 45 minutes.

I asked CFibre for Data for my phone until my fibre service was restored. The answer I got every time was “No sir, we don’t do that. This is not a fault on our service, it’s Vumatel’s network that’s down”. I asked every time to speak to supervisors, who were “always busy, and they will call you back”. And of course, no one ever called back.

The operators alway “escalated my case to a supervisor or a manager, or to Vumatel”, I would get a ticket reference number, and the same day or sometimes the next day I would get another message saying the “ticket is closed, issue resolved”….. But it wasn’t resolved. I would phone again, re-explain my case again and again… There would be no record if the previous conversations re the issue, so everyone would start from the beginning…

I threatened that I would take my case to the media, but that changed nothing. There were however two operators who were good, and tried to help, but in my opinion, “they were ****ing against C-Thunder”

Till today, more than a month later, I’ve had no attempt from CellC or CFibre to contact me, and follow up, or apologise, or explain anything regarding my experience. And of course, no attempt to compensate me for the extra cost, and tens of hours wasted on trying to have my fibre service restored.

“Sies man CellC, dit is Baie Baie Sleg” “Dis man CellC, this is Very Very Bad”

I give them a Zero.

They are not my Hero