Migration fee when downgrading package because of poor reception
<p>I have a Cell C contract, i work from home and use alot of data. As i had the 1GB and 25 mimutes i decided to upgrade in March and have access to more data so that i can use it for work as well. I s****ed using my phone as a hotspot and have such bad reception, it drops the connection, is exremely slow (1mbps), and what should take me minutes, now takes me hours. I called Cell C, they suggested I roam on Vodacom, which did not work either. I then called migration to revert back to my original package as I was not getting any value from the upgraded package (i did NOT upgrade my phone, i have a BlackBerry Passport, I only upgraded my package for more Data and talktime to infinity). Now two months later, wanting to revert back to my original package they are charging me R900! That to REVERT BACK to my ORIGINAL package, after being on the upgraded package (at additional cost) for only two months, with poor reception the reason for reverting. I find this unexceptable. They offer to pay for you to switch to their network, but once you are a client, YOU pay.</p>
We are in receipt of your complaint and apologise for the inconvenience caused. One of our consultants will contact you and assist.
Regards
Cell C | PN
We are in receipt of your complaint and apologise for the inconvenience caused. One of our consultants will contact you and assist.
Regards
Cell C | PN
A customer representative have contacted me (thaqnk you) and theY have installed a booster and the signal strength has increased, but the speed STILL remnains an issue. I was also informed that Cell C only has 2G coverage in this area, and no plans in the near future to upgrade - as my contract expires in Feb, this would probably mean that it would not be prior to that. When i use my phone as a hotspot the bandwith is poor and the upload and download speed still less than 1mbs (and thats when I get to that). I was assured that should I still want to downgrade, they would do so at no additional charge and revert me back to my initial contract. When i called the customer service, few times thus far, they have informed me that another representative will contact me, which has not happened yet. It is now once again the almost the end of July, which would translate to another month - August- that i have to remain on the current contract as according to the call centre - a 30 calendar days notice period applies? I have multiple reference numbers aready for this one issue, and still no resolution?
A customer representative have contacted me (thaqnk you) and theY have installed a booster and the signal strength has increased, but the speed STILL remnains an issue. I was also informed that Cell C only has 2G coverage in this area, and no plans in the near future to upgrade - as my contract expires in Feb, this would probably mean that it would not be prior to that. When i use my phone as a hotspot the bandwith is poor and the upload and download speed still less than 1mbs (and thats when I get to that). I was assured that should I still want to downgrade, they would do so at no additional charge and revert me back to my initial contract. When i called the customer service, few times thus far, they have informed me that another representative will contact me, which has not happened yet. It is now once again the almost the end of July, which would translate to another month - August- that i have to remain on the current contract as according to the call centre - a 30 calendar days notice period applies? I have multiple reference numbers aready for this one issue, and still no resolution?
I have contacted Cell C AGAIN today, as i still have not received feedback from the migration department, and after being contacted by the Hello Peter Cell C agent, who have promised that should i not have improved service they will downgrade me back to my original package, at no charge. It seems no one at Cell C actually returns phonecalls except the last call centre agent who told me that her supervisor would contact me.... and i still have not received feedback. Every time I call i am told that it would take 30 days notice (a calendar month) and thus still have to pay for that month and the following. I still have only 2G reception, which is inadequate for my needs. I cannot understand why, if i upgraded at my own cost - not as part of an upgrade with a handset, thus NO additional cost to CELL C, do i need to pay a migration fee to downgrade to my original package if i do not receive the expected service? Cell C advertises lowest call rates and data bundles... but it seems once you are part of the Cell C custommer group, you are no longer a prioroty, only new customers (or it seems, customers that want to upgrade) get preference? At this rate, I will NOT renew my contract, as it will probably only be resolved by the time my contract expires? i cannot begin to express my frustration at the service level.
I have contacted Cell C AGAIN today, as i still have not received feedback from the migration department, and after being contacted by the Hello Peter Cell C agent, who have promised that should i not have improved service they will downgrade me back to my original package, at no charge. It seems no one at Cell C actually returns phonecalls except the last call centre agent who told me that her supervisor would contact me.... and i still have not received feedback. Every time I call i am told that it would take 30 days notice (a calendar month) and thus still have to pay for that month and the following. I still have only 2G reception, which is inadequate for my needs. I cannot understand why, if i upgraded at my own cost - not as part of an upgrade with a handset, thus NO additional cost to CELL C, do i need to pay a migration fee to downgrade to my original package if i do not receive the expected service? Cell C advertises lowest call rates and data bundles... but it seems once you are part of the Cell C custommer group, you are no longer a prioroty, only new customers (or it seems, customers that want to upgrade) get preference? At this rate, I will NOT renew my contract, as it will probably only be resolved by the time my contract expires? i cannot begin to express my frustration at the service level.