Shocking Customer Support from Cell C Fibre

After a number of issues with delayed installation and connecting of our Fibre line in 2017 we eventually ran smoothly for several months. Towards late last year our internet speed started slowing down. The support center would not investigate a fault on the line as they insisted it was due to the number of connected devices, even though no additional devices had been added in our home. Our speed dropped so significantly by the end of the year that even with 1 device connected at a time there would still be lagging. We sent a cancellation notification on 21/12/2018 to the email address provided by the call center. Having received no reference number or acknowledgement of receipt of the cancellation notice I sent a follow up email on 02/01/2019. Still with no response I again contacted the call center who had no indication of a cancellation notice to the line. I have since forwarded the cancellation email to every CellC and Fibre support email I could obtain (myfibre@cellc, support@cfibre, cfibrejhb@cellc) as well as to the sales agent who dealt with our installation, Hayley Ivanisevic and her regional sales manager, Grant Strong. To this day I have received no response from ANY of these contacts. I eventually got through to a call centre agent in KZN who has tried her utmost to expedite this process but unfortunately has no authority to do so. Today I discover that our line has in fact been disconnected, a call to the call center confirms the line is "Permanently Disabled" but they are unable to forward an email confirming this. Frogfoot has not received notification from Cell C that the line has been cancelled on their side so are unable to release the line to our new service provider. Once again the call center cannot assist with a confirmation notice to either me, the client, or FrogFoot, their service provider, that the service is terminated from Cell C. The call center agent can give me no contact details for anyone in management to escalate this to or who has the authority to give written confirmation of the cancellation. Instead they have referred me to a company called Vumatel who apparently handled our installation but who I have not heard of before today. I am told "maybe they will be able to assist". FrogFoot can only take instruction from Cell C so we now sit in internetless limbo awaiting some sort of action from Cell C. The terms "support" and "customer service" can only be used very lightly when it comes to the call center who seem to have little training and even less knowledge of their own procedures and management hierarchy. Every call center agent I have spoken to over the past month and 8 days has referred the matter to their "team leader" to revert back to me and I am yet to receive a phone call from one of them. I honestly fee Cell C should have remained in cellular and not ventured into the Fibre industry, they do not seem to have the infrastructure or necessary administrative systems in place to efficiently run a division like this.