Really unprofessional behaviour and service out of Cell C

Really unprofessional behaviour and service out of Cell C re data contract & cell # ***

I have had a complaint about my connectivity issues running for nearly four months without any meaningful action from Cell C and certainly no satisfaction

Back in August/September, I was lucky if I was connected for 10 minutes without a connection break

Today, I’m lucky if I the connection/session lasts for 2 minutes

Timeline of the issue

1. Logged a network issue via their web site facilities on 27 August 2. Sometime in September, I got a call referring to the issue, thanking me for bring it to their attention (Cell C doesn’t know when its network is problematic?) gave me the usual answer (heard any number of times before in similar circumstances) that “we are upgrading our network and some problems do exist”, telling me that they will come back to me down the line to check connection performance (hasn’t happened) and nothing since 3. 25/10: Sent a follow-up addressed to Customer Services, referring to the unresolved issue. I also threatened to reject their upcoming month-end debit order if an acceptable level of response had not been received by month-end 4. 29/10: Received an SMS ***(Technical?) with ref *** apparently acknowledging my submission of 25th – ref Incident: ***] – 5. 29/10: Also received an SMS - ref Incident: *** – acknowledging receipt of my 25th mail and stating that there would be contact from their end within 24-48 hours. No contact transpired 6. 31/10: Received a further email from Customer Services - Kagiso Phetla, Cell C Written Correspondence Department. This apparently with reference to my 25/10 mail, the content of which was quoted in his mail. He apologized for the inconvenience being caused me. He also trundled out the usual “We are currently upgrading our network which is the cause of some of the problems we are having.” >>>> LOL !!! <<< He asked me to complete an attached Network Feedback form and stated that once completed and returned, it would be forwarded to Technical Support for investigation 7. 31/10: Responded to Kagiso with completed form I commented: Jeez! – 2 months after the initial raising of the issue and only now you call for info?!?!. Same info was provided in my original and subsequent web site submissions anyway And added re the form content: Same info was provided in my original and subsequent web site submissions anyway (via the Network Issus facility) 8. 31/10: Received another SMS, this time asking me to rate how you had done in resolving my issue <<< ANOTHER LOL !!! <<<. Gave a “not satisfied” response by sending a “3” rating back 9. 5/11: Received an email from *** referring to: RE Your interaction *** with Cell C. I was asked to complete a survey relevant to the issue and resolution (not!) I “zero rated” and provided this info where you asked “what can we do better?” Yes: react faster, provide action! I raised this issue late August - am still in same situation. All you've done is to a) respond per telephone early Sept - produced no improvement, b) acked my follow-up on 29 Oct and now c)send me a problem investigation form for completion/ return. I already gave you the detail in my web site submission so I think that you're stalling for time and wasting my time. I won't reject the debit order now but note that if no improvement by end-Nov, I will for sure! 10. 5/11: Followed up the survey with an email back to *** but it was rejected – seemingly because that is a “do not reply” ema. No detail in the original message stating “No Reply” as is usually provided by other service providers) 11. Still no action out of these last comms

That’s where the issue stands at present and I wonder when Cell C will get off their backsides and actually address the issues and make some meaningful effort to resolve

On a technical level: - Why is it that every indicator in my system shows that I’m connected but I can’t actually connect with anything so frequently and that my connection drops so often and so frustatingly? - I note that the issues occur more often than not during “business hours’ whereas at night And over weekends not that often - What does this say to me? That Cell C does not have enough bandwidth to ensure that I receive uninterrupted connectivity

Meantime, some info for cell C:

- I had the same issues back in 2016 and also without any meaning full effort to resolve so I rejected their debit order one month-end - The outcome of same was that they provided me with a Poynting aerial/booster and a ZTE wi-fi router – on semi permanent loan - That resulted in an improvement initially but over time connectivity success became problematic again, and - For the last six months now I’ve had so many occasions when I’ve been unable to have an extended internet session. (Refer 4th line at the top of this mail) - Meantime, I’m paying for a data connection and not getting reasonable value for my money - Perhaps I need to lodge a complaint with ICASA and WASPA?

I think that this month-end I must definitely reject the debit order if no progress has been delivered