tN
thandiwe N
1 reviews | Active since Sept 2015
31 Jan 2026, 12:11
Formal Complaint: Unstable Cell C Home Internet Service (R389 – 200GB)
I am writing to formally lodge a complaint regarding the unstable internet service I am experiencing with my Cell C Home Internet package (R389 for 200GB per month), which I activated on 27 January 2026.
Less than five days after activation, the network has never been stable at all. The connection continuously logs out every two minutes, making the service completely unusable. I have contacted the call centre twice and also visited a Cell C store in person, but despite these efforts, the problem has not been resolved.
The call centre advised that there is a network issue. However, I find this explanation concerning, as I have been using a different Cell C data SIM for over 10 years, which still receives monthly data and has never experienced these problems. This clearly indicates that the issue is specific to this Home Internet package.
To rule out hardware problems, I inserted the SIM card into my cellphone, yet the issue persisted. The connection remains unstable and, at times, I cannot even call Cell C customer care using this SIM. This confirms that the router is not the problem.
I am extremely frustrated and disappointed. I am currently paying R389 per month for a service that is largely unavailable, while having to purchase data every day from another service provider just to stay connected. This makes the Cell C package a complete waste of money.
I genuinely regret taking out this package and am very concerned that I will continue paying for 24 months for a service that does not function. I request urgent intervention, either through:
Immediate resolution of the network issue,
A suitable alternative solution, or
Cancellation of the service without penalty if the issue cannot be resolved.
Please treat this matter with urgency and advise on the next steps as soon as possible.
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Replies (4)0
Replies (4)
Cell C's replyOfficial
31 Jan 2026, 12:51Dear Thandiwe Nkabine,
Thank you for reaching out and sharing your experience with us. We sincerely apologize for the ongoing instability you’ve been experiencing with your Cell C Home Internet service, we understand how frustrating and disruptive this must be, especially after multiple attempts to resolve the matter.
We have referred your query to our Team for further assistance. They will investigate the matter and reach out to you with feedback and the next steps as soon as possible.
Thank you for reaching out and sharing your experience with us. We sincerely apologize for the ongoing instability you’ve been experiencing with your Cell C Home Internet service, we understand how frustrating and disruptive this must be, especially after multiple attempts to resolve the matter.
We have referred your query to our Team for further assistance. They will investigate the matter and reach out to you with feedback and the next steps as soon as possible.
Thank you for your patience.
Kind regards,
Cell C | TM
Kind regards,
Cell C | TM
Cell C's reply31 Jan 2026, 12:51
Official
Dear Thandiwe Nkabine,
Thank you for reaching out and sharing your experience with us. We sincerely apologize for the ongoing instability you’ve been experiencing with your Cell C Home Internet service, we understand how frustrating and disruptive this must be, especially after multiple attempts to resolve the matter.
We have referred your query to our Team for further assistance. They will investigate the matter and reach out to you with feedback and the next steps as soon as possible.
Thank you for reaching out and sharing your experience with us. We sincerely apologize for the ongoing instability you’ve been experiencing with your Cell C Home Internet service, we understand how frustrating and disruptive this must be, especially after multiple attempts to resolve the matter.
We have referred your query to our Team for further assistance. They will investigate the matter and reach out to you with feedback and the next steps as soon as possible.
Thank you for your patience.
Kind regards,
Cell C | TM
Kind regards,
Cell C | TM
tN
thandiwe N's updateReviewer Update
22 Feb 2026, 15:54I refer to my formal complaint lodged on 31 January regarding the unstable Cell C Home Internet service (R389 – 200GB), which remains unresolved to date.
For the avoidance of doubt, the numerous calls and store visits I am referring to below are in addition to the efforts I made prior to submitting my formal complaint. In other words, I am not even counting the multiple attempts I undertook before 31 January to resolve this matter amicably.
Since filing the complaint, I have repeatedly contacted the call centre and physically returned to the store with the complete package seeking assistance. On more than four occasions after the complaint date, I was assured that my matter would be escalated to the technical department. Each time technical consultants eventually contacted me, they simply repeated troubleshooting steps I had already performed. Even the store manager personally attempted all available interventions, yet the service failure persists.
This ongoing cycle of referrals, repeated explanations, unsuccessful troubleshooting, and lack of resolution demonstrates a prolonged failure to provide the contracted service. It is unreasonable, prejudicial, and unacceptable that I am required to continue paying for a service that is not being delivered, while also being forced to incur additional expense purchasing alternative data from other providers due to your non-performance.
Accordingly, I place you on formal notice to resolve this issue immediately and permanently. Should the matter not be rectified without further delay, you are hereby instructed to cancel my contract without penalty, liability, or additional charges on the grounds of failure to render the agreed service.
Kindly treat this as a final demand.
tN
thandiwe N's update22 Feb 2026, 15:54
Reviewer Update
I refer to my formal complaint lodged on 31 January regarding the unstable Cell C Home Internet service (R389 – 200GB), which remains unresolved to date.
For the avoidance of doubt, the numerous calls and store visits I am referring to below are in addition to the efforts I made prior to submitting my formal complaint. In other words, I am not even counting the multiple attempts I undertook before 31 January to resolve this matter amicably.
Since filing the complaint, I have repeatedly contacted the call centre and physically returned to the store with the complete package seeking assistance. On more than four occasions after the complaint date, I was assured that my matter would be escalated to the technical department. Each time technical consultants eventually contacted me, they simply repeated troubleshooting steps I had already performed. Even the store manager personally attempted all available interventions, yet the service failure persists.
This ongoing cycle of referrals, repeated explanations, unsuccessful troubleshooting, and lack of resolution demonstrates a prolonged failure to provide the contracted service. It is unreasonable, prejudicial, and unacceptable that I am required to continue paying for a service that is not being delivered, while also being forced to incur additional expense purchasing alternative data from other providers due to your non-performance.
Accordingly, I place you on formal notice to resolve this issue immediately and permanently. Should the matter not be rectified without further delay, you are hereby instructed to cancel my contract without penalty, liability, or additional charges on the grounds of failure to render the agreed service.
Kindly treat this as a final demand.
Cell C's replyOfficial
22 Feb 2026, 17:30Dear Thandiwe Nkabine,
We sincerely apologise for the ongoing issues you have experienced with your Cell C Home Internet service and the repeated inconvenience caused.
We acknowledge the seriousness of your complaint and understand your frustration regarding the service instability, repeated troubleshooting attempts, and the resulting additional expenses incurred. Please be assured that your concern has been escalated to our highest priority.
Our technical team will contact you directly to:
-Conduct an immediate and thorough investigation into your service issue
-Implement a permanent resolution without further delay
-Discuss any alternative solutions or, if necessary, the process for contract cancellation without penalty
We appreciate your patience and cooperation while we work to resolve this matter urgently. Our support team will call you shortly to ensure that your concerns are addressed comprehensively.
Thank you for bringing this to our attention and for giving us the opportunity to rectify the situation.
Kind regards,
Cell C | BMT
We sincerely apologise for the ongoing issues you have experienced with your Cell C Home Internet service and the repeated inconvenience caused.
We acknowledge the seriousness of your complaint and understand your frustration regarding the service instability, repeated troubleshooting attempts, and the resulting additional expenses incurred. Please be assured that your concern has been escalated to our highest priority.
Our technical team will contact you directly to:
-Conduct an immediate and thorough investigation into your service issue
-Implement a permanent resolution without further delay
-Discuss any alternative solutions or, if necessary, the process for contract cancellation without penalty
We appreciate your patience and cooperation while we work to resolve this matter urgently. Our support team will call you shortly to ensure that your concerns are addressed comprehensively.
Thank you for bringing this to our attention and for giving us the opportunity to rectify the situation.
Kind regards,
Cell C | BMT
Cell C's reply22 Feb 2026, 17:30
Official
Dear Thandiwe Nkabine,
We sincerely apologise for the ongoing issues you have experienced with your Cell C Home Internet service and the repeated inconvenience caused.
We acknowledge the seriousness of your complaint and understand your frustration regarding the service instability, repeated troubleshooting attempts, and the resulting additional expenses incurred. Please be assured that your concern has been escalated to our highest priority.
Our technical team will contact you directly to:
-Conduct an immediate and thorough investigation into your service issue
-Implement a permanent resolution without further delay
-Discuss any alternative solutions or, if necessary, the process for contract cancellation without penalty
We appreciate your patience and cooperation while we work to resolve this matter urgently. Our support team will call you shortly to ensure that your concerns are addressed comprehensively.
Thank you for bringing this to our attention and for giving us the opportunity to rectify the situation.
Kind regards,
Cell C | BMT
We sincerely apologise for the ongoing issues you have experienced with your Cell C Home Internet service and the repeated inconvenience caused.
We acknowledge the seriousness of your complaint and understand your frustration regarding the service instability, repeated troubleshooting attempts, and the resulting additional expenses incurred. Please be assured that your concern has been escalated to our highest priority.
Our technical team will contact you directly to:
-Conduct an immediate and thorough investigation into your service issue
-Implement a permanent resolution without further delay
-Discuss any alternative solutions or, if necessary, the process for contract cancellation without penalty
We appreciate your patience and cooperation while we work to resolve this matter urgently. Our support team will call you shortly to ensure that your concerns are addressed comprehensively.
Thank you for bringing this to our attention and for giving us the opportunity to rectify the situation.
Kind regards,
Cell C | BMT
tN
thandiwe N's updateReviewer Update
20 Mar 2026, 02:35I would like to thank Cell C for the professional manner in which they handled my recent complaint regarding my Home Internet contract.
Although we both tried several troubleshooting steps and attempted to make the service work, it unfortunately could not be resolved in my area. However, I appreciate that Cell C listened to my concerns and Implement a permanent resolution without further delay.
I am satisfied with the outcome and grateful for the assistance provided in resolving the matter fairly. Thank you to the team for handling the situation and bringing the case to a proper conclusion.
tN
thandiwe N's update20 Mar 2026, 02:35
Reviewer Update
I would like to thank Cell C for the professional manner in which they handled my recent complaint regarding my Home Internet contract.
Although we both tried several troubleshooting steps and attempted to make the service work, it unfortunately could not be resolved in my area. However, I appreciate that Cell C listened to my concerns and Implement a permanent resolution without further delay.
I am satisfied with the outcome and grateful for the assistance provided in resolving the matter fairly. Thank you to the team for handling the situation and bringing the case to a proper conclusion.