Putrid Customer Service at Cell C Fibre to Home - Tech Department

The Cell C Fibre to home service is absolutely putrid. People do not know what is going on in the Technical Support team and require basic training on being able to troubleshoot and provide solutions when service is down. The team members do not keep you updated, pawn you off to other departments and do not provide timelines and solid solutions or even defining the problem. Escalations are not done and neither so they send technicians out to check on the problem. Vumatel is the infrastructure partner and dealing with them has been a pleasure, yet if Cell C do not do their job, Vumatel can't do their's. Cell C tariff increases and billing comes on time, yet there is no mention of refunds for breaks in service that are their fault. (Like cancelling a line when you have not requested this!). Having a disruption of this nature while working from home during Covid, makes the service received, even worse There is no accountability, service leadership or customer service centricity. Your ticket gets closed (presumably after it has hit a certain timeline) without the service department having called the customer to check if they are happy and if it can be closed! This is to satisfy internal SLA's and keep stats up, to seem as if they are providing an efficient service. You then have to send further requests, call in only to be passed to different people who do not log all the information and further repeat yourself multiple times. This should not be allowed! Absolute horrible tech service delivery model.