SH
Stephen H
1 reviews | Active since Mar 2009
05 Sept 2020, 21:51
ISP not capable of servicing their clients...
I've been with C-Fibre now for just about 2 years (18 Sep 2018). Since then I've had NUMEROUS connection issues related to either sporadic disconnects or incorrect connection speed issues. Each time you log a ticket, it takes up to 5 days for anyone to actually contact you back or email you back. I've logged a new ticket (AGAIN) on Thur 08 Sep for lowered connection speeds and sometimes even dropping to no connection at all. I am yet to receive correspondence back to address the issue even if I did get a ticket receipt (Ticket CF148100). This will be my last attempt at trying to get service from them before migrating to a new ISP
Helpful (0)
Replies (7)0
Replies (7)
Cell C's replyOfficial
06 Sept 2020, 08:41Good Morning Stephen
Thank you for writing to us.
We have received your review regarding your C-Fibre connection query.
We have escalated your query for support. Our C-Fibre team will be in touch to assist.
^NZ
Thank you for writing to us.
We have received your review regarding your C-Fibre connection query.
We have escalated your query for support. Our C-Fibre team will be in touch to assist.
^NZ
Cell C's reply06 Sept 2020, 08:41
Official
Good Morning Stephen
Thank you for writing to us.
We have received your review regarding your C-Fibre connection query.
We have escalated your query for support. Our C-Fibre team will be in touch to assist.
^NZ
Thank you for writing to us.
We have received your review regarding your C-Fibre connection query.
We have escalated your query for support. Our C-Fibre team will be in touch to assist.
^NZ
SH
Stephen H's updateReviewer Update
08 Sept 2020, 11:55So received a call on Sunday with a person who has no idea how their own system configurations work and rescheduled a call for Monday (Yesterday).
I received the call shifting the blame to the fibre provider (Octotel) in this case and that on that same day I would receive another call when the issue has been resolved.
It is now Tuesday without any phone call or resolution to my problem.
The term ISP Means Internet *SERVICE* Provider. At this point CellC is not providing the service I signed up for. If the Fibre provider is at fault, it is still the ISP's job to sort it out between themselves and the provider. I don't pay Octotel, I pay CellC on a contract which I signed. CellC is officially in breach of contract as the issue has been ongoing for over 120 hours, and is not the first time.
They're very quick to charge pro-rata on changes made to the contract, however I cannot deduct pro-rate based on services not rendered. I feel this is *********.
I received the call shifting the blame to the fibre provider (Octotel) in this case and that on that same day I would receive another call when the issue has been resolved.
It is now Tuesday without any phone call or resolution to my problem.
The term ISP Means Internet *SERVICE* Provider. At this point CellC is not providing the service I signed up for. If the Fibre provider is at fault, it is still the ISP's job to sort it out between themselves and the provider. I don't pay Octotel, I pay CellC on a contract which I signed. CellC is officially in breach of contract as the issue has been ongoing for over 120 hours, and is not the first time.
They're very quick to charge pro-rata on changes made to the contract, however I cannot deduct pro-rate based on services not rendered. I feel this is *********.
SH
Stephen H's update08 Sept 2020, 11:55
Reviewer Update
So received a call on Sunday with a person who has no idea how their own system configurations work and rescheduled a call for Monday (Yesterday).
I received the call shifting the blame to the fibre provider (Octotel) in this case and that on that same day I would receive another call when the issue has been resolved.
It is now Tuesday without any phone call or resolution to my problem.
The term ISP Means Internet *SERVICE* Provider. At this point CellC is not providing the service I signed up for. If the Fibre provider is at fault, it is still the ISP's job to sort it out between themselves and the provider. I don't pay Octotel, I pay CellC on a contract which I signed. CellC is officially in breach of contract as the issue has been ongoing for over 120 hours, and is not the first time.
They're very quick to charge pro-rata on changes made to the contract, however I cannot deduct pro-rate based on services not rendered. I feel this is *********.
I received the call shifting the blame to the fibre provider (Octotel) in this case and that on that same day I would receive another call when the issue has been resolved.
It is now Tuesday without any phone call or resolution to my problem.
The term ISP Means Internet *SERVICE* Provider. At this point CellC is not providing the service I signed up for. If the Fibre provider is at fault, it is still the ISP's job to sort it out between themselves and the provider. I don't pay Octotel, I pay CellC on a contract which I signed. CellC is officially in breach of contract as the issue has been ongoing for over 120 hours, and is not the first time.
They're very quick to charge pro-rata on changes made to the contract, however I cannot deduct pro-rate based on services not rendered. I feel this is *********.
Cell C's replyOfficial
08 Sept 2020, 16:46Good Day Stephen
We want to extend our sincerest apologies for the negative experience that you had with our customer service. We are doing a follow up on your query and will feedback as soon as possible.
^NS
We want to extend our sincerest apologies for the negative experience that you had with our customer service. We are doing a follow up on your query and will feedback as soon as possible.
^NS
Cell C's reply08 Sept 2020, 16:46
Official
Good Day Stephen
We want to extend our sincerest apologies for the negative experience that you had with our customer service. We are doing a follow up on your query and will feedback as soon as possible.
^NS
We want to extend our sincerest apologies for the negative experience that you had with our customer service. We are doing a follow up on your query and will feedback as soon as possible.
^NS
SH
Stephen H's updateReviewer Update
11 Sept 2020, 08:43 And here we are, another few days later, still with sporadic disconnects and still not at my 30Mmbps speeds that I'm paying for, only 20Mbps.
This is unacceptable.
This is unacceptable.
SH
Stephen H's update11 Sept 2020, 08:43
Reviewer Update
And here we are, another few days later, still with sporadic disconnects and still not at my 30Mmbps speeds that I'm paying for, only 20Mbps.
This is unacceptable.
This is unacceptable.
SH
Stephen H's updateReviewer Update
15 Sept 2020, 10:52So some more days have gone by and my issue is still not resolved.
I've responded to Cell C's ticket and they just rep**** with this ticket is closed.
I responded back and said they cannot close this ticket as it is not yet resolved to which they rep**** again they've done all they could and they'll close the ticket now.
I'm am so FED UP!!! with this incompetence and unwillingness to acknowledge they're in the wrong and just admit it, live up to it, and be honest about it. Instead, they'll hide behind their fibre providers and try an look like the good ones through it all.
I've responded to Cell C's ticket and they just rep**** with this ticket is closed.
I responded back and said they cannot close this ticket as it is not yet resolved to which they rep**** again they've done all they could and they'll close the ticket now.
I'm am so FED UP!!! with this incompetence and unwillingness to acknowledge they're in the wrong and just admit it, live up to it, and be honest about it. Instead, they'll hide behind their fibre providers and try an look like the good ones through it all.
SH
Stephen H's update15 Sept 2020, 10:52
Reviewer Update
So some more days have gone by and my issue is still not resolved.
I've responded to Cell C's ticket and they just rep**** with this ticket is closed.
I responded back and said they cannot close this ticket as it is not yet resolved to which they rep**** again they've done all they could and they'll close the ticket now.
I'm am so FED UP!!! with this incompetence and unwillingness to acknowledge they're in the wrong and just admit it, live up to it, and be honest about it. Instead, they'll hide behind their fibre providers and try an look like the good ones through it all.
I've responded to Cell C's ticket and they just rep**** with this ticket is closed.
I responded back and said they cannot close this ticket as it is not yet resolved to which they rep**** again they've done all they could and they'll close the ticket now.
I'm am so FED UP!!! with this incompetence and unwillingness to acknowledge they're in the wrong and just admit it, live up to it, and be honest about it. Instead, they'll hide behind their fibre providers and try an look like the good ones through it all.
SH
Stephen H's updateReviewer Update
17 Sept 2020, 12:10WOW the incompetence!!!
I received yet another call on Tuesday, by yet another enthusiastic call centre person TRIED to help and made the promise again of it will be sorted and they'll phone me when it is done.
It's Thursday today, no call and no resolve!!!
I'm STILL ON 20Mbps instead of 30Mbps going on 3+ weeks now
I would like a superior to phone me instead of a floor-level call centre person!
I received yet another call on Tuesday, by yet another enthusiastic call centre person TRIED to help and made the promise again of it will be sorted and they'll phone me when it is done.
It's Thursday today, no call and no resolve!!!
I'm STILL ON 20Mbps instead of 30Mbps going on 3+ weeks now
I would like a superior to phone me instead of a floor-level call centre person!
SH
Stephen H's update17 Sept 2020, 12:10
Reviewer Update
WOW the incompetence!!!
I received yet another call on Tuesday, by yet another enthusiastic call centre person TRIED to help and made the promise again of it will be sorted and they'll phone me when it is done.
It's Thursday today, no call and no resolve!!!
I'm STILL ON 20Mbps instead of 30Mbps going on 3+ weeks now
I would like a superior to phone me instead of a floor-level call centre person!
I received yet another call on Tuesday, by yet another enthusiastic call centre person TRIED to help and made the promise again of it will be sorted and they'll phone me when it is done.
It's Thursday today, no call and no resolve!!!
I'm STILL ON 20Mbps instead of 30Mbps going on 3+ weeks now
I would like a superior to phone me instead of a floor-level call centre person!
Cell C's replyOfficial
17 Sept 2020, 14:49Hi Stephen
We are making a follow-up on your query and requested that you be contacted with an update to your query.
We apologize for the inconvenience this issue has caused.
^NZ
We are making a follow-up on your query and requested that you be contacted with an update to your query.
We apologize for the inconvenience this issue has caused.
^NZ
Cell C's reply17 Sept 2020, 14:49
Official
Hi Stephen
We are making a follow-up on your query and requested that you be contacted with an update to your query.
We apologize for the inconvenience this issue has caused.
^NZ
We are making a follow-up on your query and requested that you be contacted with an update to your query.
We apologize for the inconvenience this issue has caused.
^NZ