1 reviews | Active since Jan 2020
CellC Fibre Speed and Service Problems
I have a 100Mb/s fibre connection to the home.
I have been happy with the connection (except for an incident of the same nature that was resolved on 21-06-2019) until about 2 weeks ago, where my line speed drops to between 4 and 20 Mb's between 18:00 and 23:00 at night.
I logged a call and received the usual response "Please restart you router"
After restarting the router and a week of submitting screen shots and proof of line speed, it's still not fixed and they insist there is no problem.
CellC blames Octotel and Octotel blames CellC.
There is no recourse for a Customer once CellC has just said "Their is no problem, please retry".
If I have a 100Mb/s line I expect the speed to at least be 90Mb/s with 1 device on the line.
We have checked using your reference number and as per feedback from C Fibre, communication was sent advising that Octotel confirmed that the line is fine from their side and you were requested to test and confirm.
Have you confirmed?
^PN
We have checked using your reference number and as per feedback from C Fibre, communication was sent advising that Octotel confirmed that the line is fine from their side and you were requested to test and confirm.
Have you confirmed?
^PN
Yes I did as requested on 19 January 2020 at 15:35.
I confirmed that the problem still exists between 18:00 and 23:00.
I then sent another mail this morning asking if there was any progress
Regards
Mark
Yes I did as requested on 19 January 2020 at 15:35.
I confirmed that the problem still exists between 18:00 and 23:00.
I then sent another mail this morning asking if there was any progress
Regards
Mark
This is still not fixed. I received a call asking if it was on going. I rep**** yes and CellC said they were going to take it up with the fibre provider. I've heard nothing since.
I still experience issues between 18:00 and 23:00.
Please could you reply here ?
I think it is very poor customer service to
1. Have an open ticket since early January.
2. Ignore customers replies on Hello Peter (my reply on 22 Jan above)
3. No context between subsequent follow up calls. Every time I get a call I get asked to restart and provide screenshots.
4. Muddled ticket references. I have received responses to tickets that aren't mine. I rep**** to these tickets stating that they were not for me (The name and surname were other people and they were tickets relating to other issues)
Please could I just have a response :-)
This is still not fixed. I received a call asking if it was on going. I rep**** yes and CellC said they were going to take it up with the fibre provider. I've heard nothing since.
I still experience issues between 18:00 and 23:00.
Please could you reply here ?
I think it is very poor customer service to
1. Have an open ticket since early January.
2. Ignore customers replies on Hello Peter (my reply on 22 Jan above)
3. No context between subsequent follow up calls. Every time I get a call I get asked to restart and provide screenshots.
4. Muddled ticket references. I have received responses to tickets that aren't mine. I rep**** to these tickets stating that they were not for me (The name and surname were other people and they were tickets relating to other issues)
Please could I just have a response :-)