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JF
Joseph F

1 reviews | Active since Jan 2014

28 Jan 2026, 20:57

Unacceptable Service and Lack of Communication from Cell C Fibre

I am extremely disappointed with the service I have received from Cell C Fibre.

My internet service was cancelled without any prior notice, despite all my payments being made on time. As someone who depends on internet connectivity for work, this caused serious disruption and financial loss.

I contacted your support team and was eventually assisted by a line manager, Lindokuhle Ngcungama. I provided proof of payment as requested and was promised feedback and a solution. Unfortunately, no further communication was received.

Instead, I spent an entire day calling your call centre, dealing with agents who were unable to resolve the issue and managers who failed to follow up. This level of service is unacceptable, especially for a loyal customer of over 20 years.

Cutting off a customer’s service without warning shows a complete lack of professionalism and customer care. I have not been treated fairly and have suffered unnecessary stress, inconvenience, and loss of productivity.

I believe I deserve compensation for the disruption and poor handling of this matter. Customer service should be a priority, and sadly, this experience proves that it is not.

I hope management takes this complaint seriously and improves their service standards.

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Replies (5)
JF
Joseph F's update29 Jan 2026, 07:55
Reviewer Update
Dear Cell C Team,
Thank you for your response and for acknowledging the inconvenience caused.
While I appreciate the apology and escalation, I am concerned that no clear timeline or concrete resolution has been provided. This matter has already caused significant disruption to my work, financial loss, and unnecessary stress.
My service was disconnected despite all payments being up to date, and I was left without proper communication or support. I spent an entire day attempting to resolve this issue, which could have been avoided with proper systems and customer care.
I would therefore appreciate clarity on the following:
  1. The exact reason why my service was cancelled despite being fully paid.
  2. The timeframe within which this matter will be fully resolved.
  3. The compensation being offered for the loss of service, lost productivity, and poor handling of my case.
As a loyal customer of over 20 years, I expect this matter to be treated with urgency and fairness. I trust that your senior support team will provide a detailed response and resolution within the next 24 hours.
I look forward to your prompt feedback.
Kind regards,
Joseph Fredericks
JF
Joseph F's update29 Jan 2026, 11:05
Reviewer Update
My fibre service was cancelled without any prior notice, despite my account being fully paid. I rely on internet connectivity for my work, and this sudden disconnection caused serious disruption, financial loss, and unnecessary stress.
As a result of this interruption and the time spent trying to resolve the issue, I suffered an estimated loss of between R2,000 and R2,500 in income and productivity.
After contacting customer support, I was eventually assisted by a line manager and submitted proof of payment. I was promised feedback and a solution, but no proper follow-up was provided. Instead, I spent an entire day calling the call centre, dealing with agents who were unable to assist and managers who failed to take responsibility.
This situation could have been avoided with proper systems and communication. Disconnecting a paying customer without warning shows a lack of professionalism and customer care.
As a loyal customer, I find this treatment extremely disappointing and unfair.
I am therefore requesting appropriate compensation in the form of a refund, service credit, or billing adjustment to cover:
  • Loss of income and productivity (R2,000–R2,500)
  • Time wasted resolving the matter
  • Emotional distress and inconvenience
  • Poor customer service received
I expect Cell C to take accountability and provide a clear response regarding compensation and resolution.
I hope management will take this matter seriously and restore my confidence in their service
Cell C
Cell C's reply29 Jan 2026, 12:32
Official
Dear Joseph Fredericks,

Thank you for taking the time to provide detailed feedback regarding the disruption to your fibre service. We sincerely apologize for the inconvenience, stress, and financial impact this situation has caused.

We fully acknowledge that your service should not have been disconnected while your account was fully paid, and that the lack of communication and support you experienced does not reflect the standard of service we strive to provide.

Please be assured that:

Investigation: Our senior support team has been tasked to urgently investigate why your service was disconnected despite your account being up to date.

Resolution Timeline: We are prioritizing your case and will provide a detailed resolution and feedback within 24 hours.

Compensation Consideration: Your concerns regarding loss of income, time spent, emotional distress, and poor service have been formally escalated. Management will review your case and determine the appropriate compensation in line with our policies.

We deeply regret the frustration and disruption caused and appreciate your patience as we work to resolve this matter. We are committed to restoring your confidence in our service and ensuring that this situation is addressed fairly and transparently.

Thank you for your loyalty and understanding.

Kind regards,
Cell C | CM
JF
Joseph F's update31 Jan 2026, 01:07
Reviewer Update
We also have not received any communication regarding our compensation for this inconvenience and loss of business in a day that was spent without internet and continuous calls to resolve a problem due to CELL Cs staff being negligent in their job we were never contacted other than the morning when I called. Terminating a contract that had no business being terminated, with no fair warning only an email to state my services has been terminated, No invoice or statement was ever indicating an outstanding amount otherwise I would’ve rectified it, My reference number has been consistent on every proof of payment and handed in timeously without hassle or delay. I need an answer on this by no later than tomorrow 12 noon because I won't be continuing services with CELL C if there is no compensation for loss of business, time and suffering in stress and anxiety. The situation was handled poorly and unfair, I have lost my faith in this company after spending 20 year + with CELL C.

I hope that this is a clear indication to all clients of CELL C that the customer service has dropped dramatically from what it used to be. This has been an 1 of the top worst experiences I've ever had encountered. If I don't have an answer by tomorrow then I will formally cancel my services and find a provider that will appreciate my loyalty and integrity to pay on time, every single month without fail.
Cell C
Cell C's reply31 Jan 2026, 08:37
Official
Dear Joseph,

Thank you for reaching out and sharing your experience with us. We sincerely apologise for the inconvenience, frustration, and stress this situation has caused. We completely understand how upsetting it is to spend time without internet, make repeated calls to resolve an issue, and then face unexpected service termination. Your loyalty of over 20 years is truly valued, and we regret that your recent experience has not reflected the standard you expect from Cell C.

Please be assured that a support agent will be reaching out to you shortly to review your case, investigate the concerns raised, and discuss possible remedies.

We appreciate your patience while we work to resolve this matter promptly and fairly. Your feedback is extremely important to us, and we are committed to restoring your confidence in our services.

Kind Regards,
Cell C | ZM