VS
Vuyolwethu S
1 reviews | Active since Jul 2012
10 Nov 2025, 18:50
Pathetic Internet Service that resulted in heavy costs for me
At 12:21 pm on 30 October 2025 one of my Cell C Fibre lines went offline, which posed a security risk as I was unable to view CCTV security cameras of my currently unoccupied property. I called their Customer Support Center which confirmed the offline status. After learning that there is no one in that house, they then suggested a remote reconfiguration of the router. This needed someone to connect to that router so that an agent could guide him/her through the process. This was done but didn't succeed, along with the other method that required the person to download an APP from a link provided by the agent. Upon getting this feedback, I requested the agent to confirm with Openserve again if really there is no areal outage they could have missed. Openserve apparently indicated all was in order. I really pleaded with Cell C to double check as I will have to travel from Pretoria to East London in order for any technician to have entry inside my house. They agent came back to me confirming there was nothing they could do "as the router needs to be Reset" through the "Reset button" and "be reconfigured in order to restore connection". I had to stop everything I was busy with in Pretoria to travel to East London at a huge cost to me, only to arrive in East London with every light green on the router. In short, the internet that I was made to travel more than 2000 km (to and from) restored itself. I couldn't believe it and even Restarted the router just to make sure. Indeed everything was up and running, meaning that there was never anything wrong with the router as it was neither "Reset" nor "Reconfigured" to have the internet back. There is only one conclusion to this, that the internet supply was what was needed to be restored there. Essentially, this means I was made to travel for something that was between Cell C and Openserve and NOTHING to do with the router as it was claimed. Now I asked for compensation from Cell C, a case that was said to be "escalated to management". The first feedback, which I didn't agree with, was just I will only receive compensation for the 4 days of not having internet. which is complete *******! The agent then claimed to be escalating the matter again and that was last week on Friday. To date I haven't heard from Cell C Fibre and I am considering taking this matter to the National Consumer Tribunal if Cell C if there is no positive response. I'm just counting days so as to cover the "Reasonable Time" factor. I am really not happy with C Fibre's pathetic service that had me incurring serious costs for nothing!!!!
Helpful (0)
Replies (13)0
Replies (13)
Cell C's replyOfficial
10 Nov 2025, 18:58Dear Vuyolwethu,
Thank you for reaching out to us.
We sincerely apologise for the frustration and inconvenience you’ve experienced. We completely understand how upsetting this situation must have been, especially considering the cost and effort involved in travelling such a long distance.
Please rest assured that your feedback has been escalated to our Fibre Management and Quality Assurance Teams for a detailed review. They will thoroughly assess the handling of your case, including the troubleshooting process, communication provided by our support team, and the compensation initially offered.
We truly appreciate your patience as we work to resolve this matter fairly. Our team will reach out to you directly once the review has been completed to provide a formal update and resolution.
Once again, we apologise for your experience and thank you for bringing this to our attention. Your feedback is extremely valuable and helps us improve our service and customer care.
Regards,
Cell C | MMa
Thank you for reaching out to us.
We sincerely apologise for the frustration and inconvenience you’ve experienced. We completely understand how upsetting this situation must have been, especially considering the cost and effort involved in travelling such a long distance.
Please rest assured that your feedback has been escalated to our Fibre Management and Quality Assurance Teams for a detailed review. They will thoroughly assess the handling of your case, including the troubleshooting process, communication provided by our support team, and the compensation initially offered.
We truly appreciate your patience as we work to resolve this matter fairly. Our team will reach out to you directly once the review has been completed to provide a formal update and resolution.
Once again, we apologise for your experience and thank you for bringing this to our attention. Your feedback is extremely valuable and helps us improve our service and customer care.
Regards,
Cell C | MMa
Cell C's reply10 Nov 2025, 18:58
Official
Dear Vuyolwethu,
Thank you for reaching out to us.
We sincerely apologise for the frustration and inconvenience you’ve experienced. We completely understand how upsetting this situation must have been, especially considering the cost and effort involved in travelling such a long distance.
Please rest assured that your feedback has been escalated to our Fibre Management and Quality Assurance Teams for a detailed review. They will thoroughly assess the handling of your case, including the troubleshooting process, communication provided by our support team, and the compensation initially offered.
We truly appreciate your patience as we work to resolve this matter fairly. Our team will reach out to you directly once the review has been completed to provide a formal update and resolution.
Once again, we apologise for your experience and thank you for bringing this to our attention. Your feedback is extremely valuable and helps us improve our service and customer care.
Regards,
Cell C | MMa
Thank you for reaching out to us.
We sincerely apologise for the frustration and inconvenience you’ve experienced. We completely understand how upsetting this situation must have been, especially considering the cost and effort involved in travelling such a long distance.
Please rest assured that your feedback has been escalated to our Fibre Management and Quality Assurance Teams for a detailed review. They will thoroughly assess the handling of your case, including the troubleshooting process, communication provided by our support team, and the compensation initially offered.
We truly appreciate your patience as we work to resolve this matter fairly. Our team will reach out to you directly once the review has been completed to provide a formal update and resolution.
Once again, we apologise for your experience and thank you for bringing this to our attention. Your feedback is extremely valuable and helps us improve our service and customer care.
Regards,
Cell C | MMa
VS
Vuyolwethu S's updateReviewer Update
13 Nov 2025, 11:09Just so people out there, your team could not get hold of me because I was busy at the time, but eventually got hold of me later yesterday. An official called Nobuhle Zwane called and told me that your company's offer can only be the two days of "internet interruption and nothing else". Such ******* "offer" is the same as what you offered on Friday last week. I reiterated that I reject such ******* "offer" and that I require what your final conclusion in writing, so that I can move on to the Consumer Tribunal because I think at a platform like that they will fully understand my position. I was made to travel for something that was clearly your fault! It is something that self-resolved without any reconfiguration of the router as your Technical Team suggested! Based on the self-resolution of the problem, it is clear that it was your internet interruption that was the problem!
PLEASE NOTE this important point: THERE IS NOTHING IN THE CONTRACT'S TERMS AND CONDITION THAT STATES THAT A CLIENT MUST ALWAYS BE ON SITE IN ORDER FOR YOU TO RESOLVE INTERNET ISSUES.
I am putting the note based on what I pick up every time I speak to your consultants, let alone the fact that the problem I experienced SELF RESOLVED! Some of us have multiple properties and have specific reasons why we want internet in those properties! In my case I needed internet in that property specifically for CCTV cameras that form part of my security apparatus. I can also not be told by an Internet Provider that I must put someone in my property as if I don't have my own reasons why I prefer my property to have no one as it is.
Unless there's a change for an offer that will be equitable to the losses that I have incurred, all I would need then is for Cell C to confirm their so-called offer in writing, something tangible that will form part of the documentation that I will be submitting to the Consumer Tribunal.
PLEASE NOTE this important point: THERE IS NOTHING IN THE CONTRACT'S TERMS AND CONDITION THAT STATES THAT A CLIENT MUST ALWAYS BE ON SITE IN ORDER FOR YOU TO RESOLVE INTERNET ISSUES.
I am putting the note based on what I pick up every time I speak to your consultants, let alone the fact that the problem I experienced SELF RESOLVED! Some of us have multiple properties and have specific reasons why we want internet in those properties! In my case I needed internet in that property specifically for CCTV cameras that form part of my security apparatus. I can also not be told by an Internet Provider that I must put someone in my property as if I don't have my own reasons why I prefer my property to have no one as it is.
Unless there's a change for an offer that will be equitable to the losses that I have incurred, all I would need then is for Cell C to confirm their so-called offer in writing, something tangible that will form part of the documentation that I will be submitting to the Consumer Tribunal.
VS
Vuyolwethu S's update13 Nov 2025, 11:09
Reviewer Update
Just so people out there, your team could not get hold of me because I was busy at the time, but eventually got hold of me later yesterday. An official called Nobuhle Zwane called and told me that your company's offer can only be the two days of "internet interruption and nothing else". Such ******* "offer" is the same as what you offered on Friday last week. I reiterated that I reject such ******* "offer" and that I require what your final conclusion in writing, so that I can move on to the Consumer Tribunal because I think at a platform like that they will fully understand my position. I was made to travel for something that was clearly your fault! It is something that self-resolved without any reconfiguration of the router as your Technical Team suggested! Based on the self-resolution of the problem, it is clear that it was your internet interruption that was the problem!
PLEASE NOTE this important point: THERE IS NOTHING IN THE CONTRACT'S TERMS AND CONDITION THAT STATES THAT A CLIENT MUST ALWAYS BE ON SITE IN ORDER FOR YOU TO RESOLVE INTERNET ISSUES.
I am putting the note based on what I pick up every time I speak to your consultants, let alone the fact that the problem I experienced SELF RESOLVED! Some of us have multiple properties and have specific reasons why we want internet in those properties! In my case I needed internet in that property specifically for CCTV cameras that form part of my security apparatus. I can also not be told by an Internet Provider that I must put someone in my property as if I don't have my own reasons why I prefer my property to have no one as it is.
Unless there's a change for an offer that will be equitable to the losses that I have incurred, all I would need then is for Cell C to confirm their so-called offer in writing, something tangible that will form part of the documentation that I will be submitting to the Consumer Tribunal.
PLEASE NOTE this important point: THERE IS NOTHING IN THE CONTRACT'S TERMS AND CONDITION THAT STATES THAT A CLIENT MUST ALWAYS BE ON SITE IN ORDER FOR YOU TO RESOLVE INTERNET ISSUES.
I am putting the note based on what I pick up every time I speak to your consultants, let alone the fact that the problem I experienced SELF RESOLVED! Some of us have multiple properties and have specific reasons why we want internet in those properties! In my case I needed internet in that property specifically for CCTV cameras that form part of my security apparatus. I can also not be told by an Internet Provider that I must put someone in my property as if I don't have my own reasons why I prefer my property to have no one as it is.
Unless there's a change for an offer that will be equitable to the losses that I have incurred, all I would need then is for Cell C to confirm their so-called offer in writing, something tangible that will form part of the documentation that I will be submitting to the Consumer Tribunal.
VS
Vuyolwethu S's updateReviewer Update
14 Nov 2025, 14:00Despite your public lies of taking the matter seriously and "reviewing" my case "thoroughly" and a promise to provide a formal written response outlining their "offer and position", a guy called Sidwell called yesterday (13 November 2025) and had me starting the story from the start to an extent of asking me to resend the email I had already sent to Cell C on 03 November 2025, which the company had initially acknowledged to have received. Today, 14 November 2025 he has again called with the "feedback" that there will be no compensation to me from Cell C. From the arrogance he displayed yesterday I was not surprised with the nonsense that he has just delivered. He has promised to send what he said in writing as requested so that I take the issue to the Tribunal if I so wish. Maybe they are used to people who just make empty threats. I will let Cell C know that there are clients out there that do not take things like these lying down! I will sure meet their pathetic company at the Tribunal as I will also be demanding that I be released from their contract considering a service that just cuts out of the blue for days on end and yet they expect a continued contract and full subscription. To any consumer looking for a fiber line out there, STAY AWAY FROM CELL C FIBRE!!!
VS
Vuyolwethu S's update14 Nov 2025, 14:00
Reviewer Update
Despite your public lies of taking the matter seriously and "reviewing" my case "thoroughly" and a promise to provide a formal written response outlining their "offer and position", a guy called Sidwell called yesterday (13 November 2025) and had me starting the story from the start to an extent of asking me to resend the email I had already sent to Cell C on 03 November 2025, which the company had initially acknowledged to have received. Today, 14 November 2025 he has again called with the "feedback" that there will be no compensation to me from Cell C. From the arrogance he displayed yesterday I was not surprised with the nonsense that he has just delivered. He has promised to send what he said in writing as requested so that I take the issue to the Tribunal if I so wish. Maybe they are used to people who just make empty threats. I will let Cell C know that there are clients out there that do not take things like these lying down! I will sure meet their pathetic company at the Tribunal as I will also be demanding that I be released from their contract considering a service that just cuts out of the blue for days on end and yet they expect a continued contract and full subscription. To any consumer looking for a fiber line out there, STAY AWAY FROM CELL C FIBRE!!!
VS
Vuyolwethu S's updateReviewer Update
14 Nov 2025, 14:38Hear them! To assist me with what exactly ("moving forward") when you didn't assist in the current complaint? If "we will do our best to support you moving forward" means the current service you are rendering, then perhaps Cell C has its own meaning of "doing our best" with agents like Sidwell Mokwena who cannot even read properly. This is real bad marketing for your company. Can you please send the formal letter on a Cell C Letterhead and signed by the management as I requested on my email? As indicated, I am currently following one of the options that are there to protect consumers in poor treatment like what you did over the past week.
VS
Vuyolwethu S's update14 Nov 2025, 14:38
Reviewer Update
Hear them! To assist me with what exactly ("moving forward") when you didn't assist in the current complaint? If "we will do our best to support you moving forward" means the current service you are rendering, then perhaps Cell C has its own meaning of "doing our best" with agents like Sidwell Mokwena who cannot even read properly. This is real bad marketing for your company. Can you please send the formal letter on a Cell C Letterhead and signed by the management as I requested on my email? As indicated, I am currently following one of the options that are there to protect consumers in poor treatment like what you did over the past week.
VS
Vuyolwethu S's updateReviewer Update
14 Nov 2025, 16:03Just so you understand the necessity of the formal communication on a letterhead of a company and signed by senior management:
1. The National Consumer Tribunal has referred my matter to ICASA, after noting that you don't appear on the list of members of the ISPA.
2. ICASA official provided me with the Complaints Procedure that has to be followed, which you can also find under Consumer Protection link (https://www.icasa.org.za/pages/consumer-complaints). Considering that Sidwell Mokwena said he handles escalations and that he is in a position to take a FINAL decisions on behalf of Cell C on the matter, then it means the 3rd and FINAL STEP of communication between myself and the company has been exhausted, hence I demand the formal writing with confirmation. Just so others also know, the referred 3rd step states that: " Should the complaint not be resolved at that level, the complainant must demand that the complaint be handled by the relevant Manager until all the relevant levels of seniority have been given an opportunity to resolve the complaint before forwarding it to ICASA."
Now in my case I was already told that the matter was escalated to management by Nobuhle Zwane last week already. When Sidwell Mokwena called, he clearly stated that he is in that position to take the FINAL decision. So the demand for formal communication from the company is not just my random demand, it is what the ICASA complaints procedure requires as it will serve as proof that management was indeed given a chance to intervene before the complaints was submitted to ICASA.
Since the "decision-maker" Sidwell Mokwena had taken the decision, please send that formal letter without any delay. At this stage that is the "help" you can provide to me.
1. The National Consumer Tribunal has referred my matter to ICASA, after noting that you don't appear on the list of members of the ISPA.
2. ICASA official provided me with the Complaints Procedure that has to be followed, which you can also find under Consumer Protection link (https://www.icasa.org.za/pages/consumer-complaints). Considering that Sidwell Mokwena said he handles escalations and that he is in a position to take a FINAL decisions on behalf of Cell C on the matter, then it means the 3rd and FINAL STEP of communication between myself and the company has been exhausted, hence I demand the formal writing with confirmation. Just so others also know, the referred 3rd step states that: " Should the complaint not be resolved at that level, the complainant must demand that the complaint be handled by the relevant Manager until all the relevant levels of seniority have been given an opportunity to resolve the complaint before forwarding it to ICASA."
Now in my case I was already told that the matter was escalated to management by Nobuhle Zwane last week already. When Sidwell Mokwena called, he clearly stated that he is in that position to take the FINAL decision. So the demand for formal communication from the company is not just my random demand, it is what the ICASA complaints procedure requires as it will serve as proof that management was indeed given a chance to intervene before the complaints was submitted to ICASA.
Since the "decision-maker" Sidwell Mokwena had taken the decision, please send that formal letter without any delay. At this stage that is the "help" you can provide to me.
VS
Vuyolwethu S's update14 Nov 2025, 16:03
Reviewer Update
Just so you understand the necessity of the formal communication on a letterhead of a company and signed by senior management:
1. The National Consumer Tribunal has referred my matter to ICASA, after noting that you don't appear on the list of members of the ISPA.
2. ICASA official provided me with the Complaints Procedure that has to be followed, which you can also find under Consumer Protection link (https://www.icasa.org.za/pages/consumer-complaints). Considering that Sidwell Mokwena said he handles escalations and that he is in a position to take a FINAL decisions on behalf of Cell C on the matter, then it means the 3rd and FINAL STEP of communication between myself and the company has been exhausted, hence I demand the formal writing with confirmation. Just so others also know, the referred 3rd step states that: " Should the complaint not be resolved at that level, the complainant must demand that the complaint be handled by the relevant Manager until all the relevant levels of seniority have been given an opportunity to resolve the complaint before forwarding it to ICASA."
Now in my case I was already told that the matter was escalated to management by Nobuhle Zwane last week already. When Sidwell Mokwena called, he clearly stated that he is in that position to take the FINAL decision. So the demand for formal communication from the company is not just my random demand, it is what the ICASA complaints procedure requires as it will serve as proof that management was indeed given a chance to intervene before the complaints was submitted to ICASA.
Since the "decision-maker" Sidwell Mokwena had taken the decision, please send that formal letter without any delay. At this stage that is the "help" you can provide to me.
1. The National Consumer Tribunal has referred my matter to ICASA, after noting that you don't appear on the list of members of the ISPA.
2. ICASA official provided me with the Complaints Procedure that has to be followed, which you can also find under Consumer Protection link (https://www.icasa.org.za/pages/consumer-complaints). Considering that Sidwell Mokwena said he handles escalations and that he is in a position to take a FINAL decisions on behalf of Cell C on the matter, then it means the 3rd and FINAL STEP of communication between myself and the company has been exhausted, hence I demand the formal writing with confirmation. Just so others also know, the referred 3rd step states that: " Should the complaint not be resolved at that level, the complainant must demand that the complaint be handled by the relevant Manager until all the relevant levels of seniority have been given an opportunity to resolve the complaint before forwarding it to ICASA."
Now in my case I was already told that the matter was escalated to management by Nobuhle Zwane last week already. When Sidwell Mokwena called, he clearly stated that he is in that position to take the FINAL decision. So the demand for formal communication from the company is not just my random demand, it is what the ICASA complaints procedure requires as it will serve as proof that management was indeed given a chance to intervene before the complaints was submitted to ICASA.
Since the "decision-maker" Sidwell Mokwena had taken the decision, please send that formal letter without any delay. At this stage that is the "help" you can provide to me.
Cell C's replyOfficial
15 Nov 2025, 10:07Dear Vuyolwethu Sigonyela,
Thank you for your detailed feedback and for outlining the requirements as per the ICASA complaints procedure. We acknowledge your request for a formal written response on a Cell C letterhead, signed by senior management, confirming the final decision communicated to you.
Please note that we will refer your matter to the relevant senior management team for review and preparation of the formal communication you requested. T
We sincerely apologize for the inconvenience and appreciate your patience while we ensure your concerns are addressed appropriately.
Please note that we will refer your matter to the relevant senior management team for review and preparation of the formal communication you requested. T
We sincerely apologize for the inconvenience and appreciate your patience while we ensure your concerns are addressed appropriately.
Kind regards,
Kind regards,
Cell C | TM
Kind regards,
Cell C | TM
Cell C's reply15 Nov 2025, 10:07
Official
Dear Vuyolwethu Sigonyela,
Thank you for your detailed feedback and for outlining the requirements as per the ICASA complaints procedure. We acknowledge your request for a formal written response on a Cell C letterhead, signed by senior management, confirming the final decision communicated to you.
Please note that we will refer your matter to the relevant senior management team for review and preparation of the formal communication you requested. T
We sincerely apologize for the inconvenience and appreciate your patience while we ensure your concerns are addressed appropriately.
Please note that we will refer your matter to the relevant senior management team for review and preparation of the formal communication you requested. T
We sincerely apologize for the inconvenience and appreciate your patience while we ensure your concerns are addressed appropriately.
Kind regards,
Kind regards,
Cell C | TM
Kind regards,
Cell C | TM
VS
Vuyolwethu S's updateReviewer Update
15 Nov 2025, 18:02Considering that the issue in question has been dragging for 2 weeks already, I hope the stated "review" won't take long.
IMPORTANT POINTS TO NOTE ABOUT THE PATHETIC SERVICE OF CELL C:
1. The Sidwell Mokwena that is said to be handling escalations first claimed not to have seen the email I sent on 03 November 2025 to ***. This is the very same email whose receipt was acknowledged by Cell C on the very next day. The email from Cell C further stated that my matter was escalated. Oddly, the very same guy who claims to be handling "escalations" calls on the 13th November 2025 claiming not to have seen such email and requesting me to resend it to him.
2. The email came into the picture because he seemed to be out of sync as he was confusing Cell C's offer to be my demand. His insistence is what led me to ask him to read both the email and this Hellopeter Review out loud, which is how I noticed his poor reading skills.
3. To further put emphasis on how critically important point no. 2 above is, Sidwell Mokwena's email stated that Cell C will not reimburse my travelling costs to the Eastern Cape. This creates an impression that I am demanding cash money from Cell C, which is NOT NECESSARILY THE CASE. One would have thought that an "escalations" official would have also listened to all the CALL RECORDINGS pertaining to the matter. Had he done that, he would have picked up that on calls with both Nobuhle Zwane and Melinda Dlamini, I stated it categorically that the compensation DOESN'T NECESSARILY HAVE TO BE CASH, AND THAT IT CAN BE ANYTHING EQUITABLE OR CLOSE TO THE LOSSES THAT I HAVE INCURRED!!!
The absence of attention to necessary detail is what I believe put us where we are at the moment, which is what also led to the technicians making me to take a long drive for an internet service that was actually down and didn't require any resetting or reconfiguration of my router.
IMPORTANT POINTS TO NOTE ABOUT THE PATHETIC SERVICE OF CELL C:
1. The Sidwell Mokwena that is said to be handling escalations first claimed not to have seen the email I sent on 03 November 2025 to ***. This is the very same email whose receipt was acknowledged by Cell C on the very next day. The email from Cell C further stated that my matter was escalated. Oddly, the very same guy who claims to be handling "escalations" calls on the 13th November 2025 claiming not to have seen such email and requesting me to resend it to him.
2. The email came into the picture because he seemed to be out of sync as he was confusing Cell C's offer to be my demand. His insistence is what led me to ask him to read both the email and this Hellopeter Review out loud, which is how I noticed his poor reading skills.
3. To further put emphasis on how critically important point no. 2 above is, Sidwell Mokwena's email stated that Cell C will not reimburse my travelling costs to the Eastern Cape. This creates an impression that I am demanding cash money from Cell C, which is NOT NECESSARILY THE CASE. One would have thought that an "escalations" official would have also listened to all the CALL RECORDINGS pertaining to the matter. Had he done that, he would have picked up that on calls with both Nobuhle Zwane and Melinda Dlamini, I stated it categorically that the compensation DOESN'T NECESSARILY HAVE TO BE CASH, AND THAT IT CAN BE ANYTHING EQUITABLE OR CLOSE TO THE LOSSES THAT I HAVE INCURRED!!!
The absence of attention to necessary detail is what I believe put us where we are at the moment, which is what also led to the technicians making me to take a long drive for an internet service that was actually down and didn't require any resetting or reconfiguration of my router.
VS
Vuyolwethu S's update15 Nov 2025, 18:02
Reviewer Update
Considering that the issue in question has been dragging for 2 weeks already, I hope the stated "review" won't take long.
IMPORTANT POINTS TO NOTE ABOUT THE PATHETIC SERVICE OF CELL C:
1. The Sidwell Mokwena that is said to be handling escalations first claimed not to have seen the email I sent on 03 November 2025 to ***. This is the very same email whose receipt was acknowledged by Cell C on the very next day. The email from Cell C further stated that my matter was escalated. Oddly, the very same guy who claims to be handling "escalations" calls on the 13th November 2025 claiming not to have seen such email and requesting me to resend it to him.
2. The email came into the picture because he seemed to be out of sync as he was confusing Cell C's offer to be my demand. His insistence is what led me to ask him to read both the email and this Hellopeter Review out loud, which is how I noticed his poor reading skills.
3. To further put emphasis on how critically important point no. 2 above is, Sidwell Mokwena's email stated that Cell C will not reimburse my travelling costs to the Eastern Cape. This creates an impression that I am demanding cash money from Cell C, which is NOT NECESSARILY THE CASE. One would have thought that an "escalations" official would have also listened to all the CALL RECORDINGS pertaining to the matter. Had he done that, he would have picked up that on calls with both Nobuhle Zwane and Melinda Dlamini, I stated it categorically that the compensation DOESN'T NECESSARILY HAVE TO BE CASH, AND THAT IT CAN BE ANYTHING EQUITABLE OR CLOSE TO THE LOSSES THAT I HAVE INCURRED!!!
The absence of attention to necessary detail is what I believe put us where we are at the moment, which is what also led to the technicians making me to take a long drive for an internet service that was actually down and didn't require any resetting or reconfiguration of my router.
IMPORTANT POINTS TO NOTE ABOUT THE PATHETIC SERVICE OF CELL C:
1. The Sidwell Mokwena that is said to be handling escalations first claimed not to have seen the email I sent on 03 November 2025 to ***. This is the very same email whose receipt was acknowledged by Cell C on the very next day. The email from Cell C further stated that my matter was escalated. Oddly, the very same guy who claims to be handling "escalations" calls on the 13th November 2025 claiming not to have seen such email and requesting me to resend it to him.
2. The email came into the picture because he seemed to be out of sync as he was confusing Cell C's offer to be my demand. His insistence is what led me to ask him to read both the email and this Hellopeter Review out loud, which is how I noticed his poor reading skills.
3. To further put emphasis on how critically important point no. 2 above is, Sidwell Mokwena's email stated that Cell C will not reimburse my travelling costs to the Eastern Cape. This creates an impression that I am demanding cash money from Cell C, which is NOT NECESSARILY THE CASE. One would have thought that an "escalations" official would have also listened to all the CALL RECORDINGS pertaining to the matter. Had he done that, he would have picked up that on calls with both Nobuhle Zwane and Melinda Dlamini, I stated it categorically that the compensation DOESN'T NECESSARILY HAVE TO BE CASH, AND THAT IT CAN BE ANYTHING EQUITABLE OR CLOSE TO THE LOSSES THAT I HAVE INCURRED!!!
The absence of attention to necessary detail is what I believe put us where we are at the moment, which is what also led to the technicians making me to take a long drive for an internet service that was actually down and didn't require any resetting or reconfiguration of my router.
Cell C's replyOfficial
15 Nov 2025, 18:35Dear Vuyolwethu,
Thank you for reaching out to Cell C.
We appreciate you for taking the time to share your feedback with us. We sincerely apologize for the frustration and inconvenience you have experienced. We fully understand the importance of resolving this matter urgently, especially given the ongoing challenges over the past two weeks.
Please note that your review has been escalated for immediate attention. We are currently reviewing the full history of your case, including email correspondence and recorded calls, to ensure that every detail has been taken into account. Our aim is to gain complete clarity on the events that transpired and to rectify any breakdowns in communication or service that may have occurred.
We acknowledge your concerns regarding:
• The handling of your initial email and the delay in locating it
• Possible misunderstandings regarding your request and expectations
• Communication regarding compensation intentions
• The inconvenience of travelling for a service that was later confirmed to be down
We assure you that these concerns are being taken seriously. Our intention is to provide you with a fair and satisfactory resolution based on the facts of the case and the inconvenience caused.
Please be assured that we have requested our support team to further investigate this matter urgently.
Kind regards,
Cell C | PMa
Thank you for reaching out to Cell C.
We appreciate you for taking the time to share your feedback with us. We sincerely apologize for the frustration and inconvenience you have experienced. We fully understand the importance of resolving this matter urgently, especially given the ongoing challenges over the past two weeks.
Please note that your review has been escalated for immediate attention. We are currently reviewing the full history of your case, including email correspondence and recorded calls, to ensure that every detail has been taken into account. Our aim is to gain complete clarity on the events that transpired and to rectify any breakdowns in communication or service that may have occurred.
We acknowledge your concerns regarding:
• The handling of your initial email and the delay in locating it
• Possible misunderstandings regarding your request and expectations
• Communication regarding compensation intentions
• The inconvenience of travelling for a service that was later confirmed to be down
We assure you that these concerns are being taken seriously. Our intention is to provide you with a fair and satisfactory resolution based on the facts of the case and the inconvenience caused.
Please be assured that we have requested our support team to further investigate this matter urgently.
Kind regards,
Cell C | PMa
Cell C's reply15 Nov 2025, 18:35
Official
Dear Vuyolwethu,
Thank you for reaching out to Cell C.
We appreciate you for taking the time to share your feedback with us. We sincerely apologize for the frustration and inconvenience you have experienced. We fully understand the importance of resolving this matter urgently, especially given the ongoing challenges over the past two weeks.
Please note that your review has been escalated for immediate attention. We are currently reviewing the full history of your case, including email correspondence and recorded calls, to ensure that every detail has been taken into account. Our aim is to gain complete clarity on the events that transpired and to rectify any breakdowns in communication or service that may have occurred.
We acknowledge your concerns regarding:
• The handling of your initial email and the delay in locating it
• Possible misunderstandings regarding your request and expectations
• Communication regarding compensation intentions
• The inconvenience of travelling for a service that was later confirmed to be down
We assure you that these concerns are being taken seriously. Our intention is to provide you with a fair and satisfactory resolution based on the facts of the case and the inconvenience caused.
Please be assured that we have requested our support team to further investigate this matter urgently.
Kind regards,
Cell C | PMa
Thank you for reaching out to Cell C.
We appreciate you for taking the time to share your feedback with us. We sincerely apologize for the frustration and inconvenience you have experienced. We fully understand the importance of resolving this matter urgently, especially given the ongoing challenges over the past two weeks.
Please note that your review has been escalated for immediate attention. We are currently reviewing the full history of your case, including email correspondence and recorded calls, to ensure that every detail has been taken into account. Our aim is to gain complete clarity on the events that transpired and to rectify any breakdowns in communication or service that may have occurred.
We acknowledge your concerns regarding:
• The handling of your initial email and the delay in locating it
• Possible misunderstandings regarding your request and expectations
• Communication regarding compensation intentions
• The inconvenience of travelling for a service that was later confirmed to be down
We assure you that these concerns are being taken seriously. Our intention is to provide you with a fair and satisfactory resolution based on the facts of the case and the inconvenience caused.
Please be assured that we have requested our support team to further investigate this matter urgently.
Kind regards,
Cell C | PMa
VS
Vuyolwethu S's updateReviewer Update
16 Nov 2025, 14:23Your response is noted. We shall wait and see.
VS
Vuyolwethu S's update16 Nov 2025, 14:23
Reviewer Update
Your response is noted. We shall wait and see.
Cell C's replyOfficial
16 Nov 2025, 14:28Noted, with thanks.
Cell C | DA
Cell C | DA
Cell C's reply16 Nov 2025, 14:28
Official
Noted, with thanks.
Cell C | DA
Cell C | DA
VS
So in the so-called Manager's delusion, he claims that "it was just my perspective that I was unable to access my cameras because of an internet service that was down.". Unfortunately for this "manager" it will be proven that THE SERVICE WAS INDEED DOWN!
Vuyolwethu S's updateReviewer Update
19 Nov 2025, 21:25I have received the letter from Lucky Mokwena which he claims to be a certain Lucky Mpofu. The letter is overloaded with misinformation, and will thus be taking the issue forward with ICASA based on the following:
- The so-called technical review that is said to be from Lucky Mpofu is loaded with inaccurate information! This is because your own consultants confirmed that the service was offline for all the 3 days we were trying to resolve it. Please also note that I had people that were at the gate of the property, who were assisting your consultants in trying to resolve A CONFIRMED OFFLINE INTERNET SERVICE!!!! So your very first point is way out of line because the issue was not just about my cameras, but about the internet service itself that was confirmed to be offline, which with why I couldn't view my cameras! Fortunately, my DVR for those cameras has a 2-months recording period and continued to record on its HDD for even the days the internet service was offline! I will easily prove that my cameras were up and running and that it was just the internet service that was down.
- The second bullet in the so-called Lucky Mpofu letter is also addressed by my first point above. If he really listened to the calls as he claim, then he would have noted that Cell C consultants confirmed that my internet service was offline, in the same manner that the security service that I asked also confirmed from outside my front gate (where the 2.4G Wi-Fi reaches at full strength). The referred security service, along with a friend, were the ones that assisted in what Cell C's own consultant called "attempt for remote configuration of the router". So the OFFLINE status of my internet service was confirmed during that day (which was now the 2nd day) and had nothing to do with my cameras! Instead, the cameras FEED OFF a RUNNING internet service and become OFFLINE when the internet is down (which was the case in this instance).
So in the so-called Manager's delusion, he claims that "it was just my perspective that I was unable to access my cameras because of an internet service that was down.". Unfortunately for this "manager" it will be proven that THE SERVICE WAS INDEED DOWN!
So Cell's claim that they "remain committed to ensuring the ongoing stability of my fibre connection" was proven to be false by the experience I had.
If indeed this Lucky Mpofu is a manager (since nothing that comes from Sidwell Mokwena can be trusted), then I guess we will then meet at the ICASA platform!
VS
Vuyolwethu S's update19 Nov 2025, 21:25
Reviewer Update
I have received the letter from Lucky Mokwena which he claims to be a certain Lucky Mpofu. The letter is overloaded with misinformation, and will thus be taking the issue forward with ICASA based on the following:
- The so-called technical review that is said to be from Lucky Mpofu is loaded with inaccurate information! This is because your own consultants confirmed that the service was offline for all the 3 days we were trying to resolve it. Please also note that I had people that were at the gate of the property, who were assisting your consultants in trying to resolve A CONFIRMED OFFLINE INTERNET SERVICE!!!! So your very first point is way out of line because the issue was not just about my cameras, but about the internet service itself that was confirmed to be offline, which with why I couldn't view my cameras! Fortunately, my DVR for those cameras has a 2-months recording period and continued to record on its HDD for even the days the internet service was offline! I will easily prove that my cameras were up and running and that it was just the internet service that was down.
- The second bullet in the so-called Lucky Mpofu letter is also addressed by my first point above. If he really listened to the calls as he claim, then he would have noted that Cell C consultants confirmed that my internet service was offline, in the same manner that the security service that I asked also confirmed from outside my front gate (where the 2.4G Wi-Fi reaches at full strength). The referred security service, along with a friend, were the ones that assisted in what Cell C's own consultant called "attempt for remote configuration of the router". So the OFFLINE status of my internet service was confirmed during that day (which was now the 2nd day) and had nothing to do with my cameras! Instead, the cameras FEED OFF a RUNNING internet service and become OFFLINE when the internet is down (which was the case in this instance).
So in the so-called Manager's delusion, he claims that "it was just my perspective that I was unable to access my cameras because of an internet service that was down.". Unfortunately for this "manager" it will be proven that THE SERVICE WAS INDEED DOWN!
So Cell's claim that they "remain committed to ensuring the ongoing stability of my fibre connection" was proven to be false by the experience I had.
If indeed this Lucky Mpofu is a manager (since nothing that comes from Sidwell Mokwena can be trusted), then I guess we will then meet at the ICASA platform!
Cell C's replyOfficial
20 Nov 2025, 18:47Dear Vuyolwethu,
We understand your concerns and appreciate you sharing them with us. After careful review, we are unable to accommodate your request for compensation. Please know that this decision was made in line with our policies, and we remain committed to assisting you with any other queries or support you may need.
This matter has been addressed in accordance with our policies, and we now consider it resolved.
Cell C | DA
We understand your concerns and appreciate you sharing them with us. After careful review, we are unable to accommodate your request for compensation. Please know that this decision was made in line with our policies, and we remain committed to assisting you with any other queries or support you may need.
This matter has been addressed in accordance with our policies, and we now consider it resolved.
Cell C | DA
Cell C's reply20 Nov 2025, 18:47
Official
Dear Vuyolwethu,
We understand your concerns and appreciate you sharing them with us. After careful review, we are unable to accommodate your request for compensation. Please know that this decision was made in line with our policies, and we remain committed to assisting you with any other queries or support you may need.
This matter has been addressed in accordance with our policies, and we now consider it resolved.
Cell C | DA
We understand your concerns and appreciate you sharing them with us. After careful review, we are unable to accommodate your request for compensation. Please know that this decision was made in line with our policies, and we remain committed to assisting you with any other queries or support you may need.
This matter has been addressed in accordance with our policies, and we now consider it resolved.
Cell C | DA
VS
Vuyolwethu S's updateReviewer Update
23 Nov 2025, 14:29Since you are saying that which Cell C policy says the following:
1. The client shall continue to pay full price whether the internet service runs for the full month or not!
2. The company shall never be responsible for any consequences stemming from their unceremonious failure of their internet service.
Since you are saying that is part of your policies, please refer me to such clauses because the copy of the contract that I have doesn't have those.
1. The client shall continue to pay full price whether the internet service runs for the full month or not!
2. The company shall never be responsible for any consequences stemming from their unceremonious failure of their internet service.
Since you are saying that is part of your policies, please refer me to such clauses because the copy of the contract that I have doesn't have those.
VS
Vuyolwethu S's update23 Nov 2025, 14:29
Reviewer Update
Since you are saying that which Cell C policy says the following:
1. The client shall continue to pay full price whether the internet service runs for the full month or not!
2. The company shall never be responsible for any consequences stemming from their unceremonious failure of their internet service.
Since you are saying that is part of your policies, please refer me to such clauses because the copy of the contract that I have doesn't have those.
1. The client shall continue to pay full price whether the internet service runs for the full month or not!
2. The company shall never be responsible for any consequences stemming from their unceremonious failure of their internet service.
Since you are saying that is part of your policies, please refer me to such clauses because the copy of the contract that I have doesn't have those.