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MH
Martin H

1 reviews | Active since Aug 2016

14 Mar 2018, 11:03

Corporate Culture of non-delivery

Neotel providing poor service. I signed up for an account due to the reasonable price for broadband of 4mbps with a cap of 400gb. But so far I have not been able to get more than 2 mbps as my speed keeps getting throttled. They claim I have used more than 400 gb and that is the reason my speed is being reduced but in the same mail give me a detailed usage log amounting to 69 gb. When I email or call them I am treated like I'm an idiot , I know how to do a speed test guys .. I also know that 69 is less than 400 . My belief is that Neotel have a policy to sell a product with no intention of delivering and then use the call center to frustrate the consumer into accepting the poor service while collecting the full payment.

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Replies (6)
MH
Martin H's update14 Mar 2018, 13:32
Reviewer Update
Oh wow Richard from the call centre just hung the phone up on me
Neotel
Neotel's reply15 Mar 2018, 14:21
Official

Thank you for your response and we are sorry to hear that you had a negative experience with the call centre, we will look into this matter to ensure that it does not happen again.

Our technical team is investigating your sync speed issue and will provide feedback soonest. Your reference number is as follows: SREQ_***1

MH
Martin H's update16 Mar 2018, 04:13
Reviewer Update
What do you need to investigate ? I have supplies you with the facts since 05 March and still I'm being given the runaround . That just confirms my view , the culture is to be unhelpful so that the customer gives up. Anyone reading this make sure that you check your billing , you have huge reason to suspect that it is inaccurate . Anyone looking at getting a new contract don't bother as the consumer products are unsupported .
Neotel
Neotel's reply16 Mar 2018, 15:23
Official

Once again, we apologise for the frustration caused. We have been advised that a representative has made contact with you and your query has been resolved. Please don't hesitate to contact us should you experience further issues.

MH
Martin H's update16 Mar 2018, 21:09
Reviewer Update
No it was not resolved still have slow speed and he didn't send me the report he undertook to send. That just confirms my view , the culture is to be unhelpful so that the customer gives up. Anyone reading this make sure that you check your billing , you have huge reason to suspect that it is inaccurate . Anyone looking at getting a new contract don't bother as the consumer products are unsupported .
MH
Martin H's update22 Mar 2018, 19:19
Reviewer Update
What is there to look at ??? My contract says I get x speed until y data is used . I have used a quarter of my cap but you have decided to limit my seed. You are in breach of contact . If you can't even tell me how much data I have used I question your ability to raise accurate invoices. Its a week later and you are still looking into it. FANTASIC CUTOMER SERVICE >>KEEP UP TAKING MY MONEY AND GIVING ME THE MIDDLE FINGER >>ESCULATE THAT !!!