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EZ
Earl Z

1 reviews | Active since Nov 2011

17 Apr 2019, 00:11

Disappointed in Cfibre

Signed up for Cfibre 2 weeks ago with a great salesman Cuthbert... Selected a package with first 3 months free. Excellent service received from SADV to install my line. Cuthbert came to install my router on the 08/04 but not connecting to the net. He came back on the 13/04 and called Cfibre support and was told I need to send an email to support, which I did and I received an email with a ticket number Ticket # [CF059852] and the promise of contact. This never happened. I then called in this afternoon and came home from work during my lunch. I was assisted by an agent. We took 30min to reset my password. (time frame was partially my fault) After 33min on the call and trying to have my account authenticated the call went dead. I continued to hold on for a further 12min at which point the call died. I still have not heard from them. I'm sitting with a router, Fibre line and no connection 2 weeks into a contract that was supposed to be free for the first 3 months.... Is this your ploy? Get back to me NOW!!

0
Replies (6)
Cell C
Cell C's reply17 Apr 2019, 09:30
Official
Apologies for the delay.

We have escalated the matter to management from the Fibre Support team for urgent assistance.  Do expect communication soon.

Regards
DA

Best regards,

EZ
Earl Z's update18 Apr 2019, 13:15
Reviewer Update
So received a response to my tweet at 08:00 asking me to DM them my contact details. Which I do. Then they sms me that the support team will be in contact shortly. I then receive a phone call from the social media department at 11:00 in response to my Hello Peter complaint. I was advised it was escalated and sent to the Support team. I received call at 15:00 from SADV asking me if I opted for a Cell C fibre package. I said yes the lady said it should be up and running at 17:00. A few minutes later I receive a call from the support team. I was advised that SADV stuffed up and activated my line for another ISP and not Cell C. This has been corrected. They need me at home however to assist with the set up. I asked to be called at 19:00. At 19:08 I received a call from a Cell C agent who tries to assist me for 40min on a call but issue not resolved. He states this should not be happening. He wants to know if he can come to my home to assist but he needs Auth from his manager. I advised its in order as long as he comes before 12. He states he will call me in the morning as he needs Auth first...... Still waiting for that call. This had just been a NIGHTMARE!!!
EZ
Earl Z's update01 May 2019, 12:26
Reviewer Update
So Cell C sent a technician Jan, to my home along with the agent who promised to call me back and never did. They resolved the issue. Thank you for that but it lasted all of 4 days and now I'm back in the same boat.
EZ
Earl Z's update01 May 2019, 12:44
Reviewer Update
Just had a call from Funiwe Hintso, in response to my Twitter complaint. (Which was yesterday morning and promised a call in 24hrs...laughable.) She stated she will now be sending an email to a manager at the Fibre department. I can expect a call today. Lets see if that happens. The only person that has kept promises thus far has been Jan and a manager in the Support team, Neville. I can't seem to get hold of them again. Surprise, surprise the people that actually help are difficult to get hold of at this company that breaks promises constantly.
EZ
Earl Z's update01 May 2019, 12:45
Reviewer Update
I wish I never Joined CELLC CFIBRE.
EZ
Earl Z's update02 May 2019, 13:26
Reviewer Update
Day 6 without Fibre. Latest update received from Thabiso Leeuw at the support team, wanting to test check my line configuration with SADV. Even though I told him I had contacted SADV myself and they confirmed the provisioning was correct along with configuration he still stated he needs to contact them. He also stated he would call me back today. I await feedback.