1 reviews | Active since Apr 2015
Poor Communication
<p>I stretched my paitence very far before deciding to finaly take this public.</p> <p> </p> <p>I got a 4mb Wireless connection installeda few months back, and at first the connection seemed good. After2 months, the connection started become eratic, Very unstable.</p> <p> </p> <p>I contacted and emailed Neotel a few times. Each time i was taken through a reset process whereby i have to reset my router while instructed by a neotel employee. The few guys that have helped me reset my connection were polite and communicated very well. But the problem came when my connection would only work well for a day then drop again.</p> <p> </p> <p>I stated that i did not want another call and that i would prefer technical support for someone to come out to fix my connection as the "over the phone" story was not working.</p> <p>I was told that , that is not how the process works and that i must first be upgraded to a technical status by neotel before i can get someone to come out. The problem with that is that each time i was phoned and i reset my connection, my reference would be marked as resolved and if i phoned again i would get another reference meaning i could never be upgraded.</p> <p> </p> <p>This level of communication within neotel is pethetic.</p> <p> </p> <p>On tuesday afternoon i threatened to pay my cancelation fee if i did not have someone come out by friday, and that i would move to a better ISP, and received an email stating that i was upgraded to a technical request and would be contacted. It is now Thursday, i have not been contacted. </p> <p> </p> <p>Does Neotel not take me seriously? When a customer is willing to pay R1000 to not be your customer anylonger.. what does that say about your service.</p> <p> </p> <p>I pay R699 a month for something that works for a round 5 days a month.. How can i bet you Neotel would jump on me if i missed one payment? </p> <p> </p> <p>Neotel's defaulting on the contract should give me the right to cancel without any fee's as i have been paying for a service i do not receive.</p> <p>Current Reference TECH_ ********** 08</p> <p>Tomorrow is D-day. If there is no technician at my door, expect my cancelation.</p>
After Emailing again on thursday since not having a reply since tuesday. I was told that turn around time is 48 hours. Tuesday afternoon to thursday afternoon is 48 hours...
I was eventually contacted on Friday at 3. At this time, most people are at work, so no neotel, i am not near the device and cannot perfrom a reset. I told the lady i will be home by 5. 5 o"clock came and no phone call. Eventually at 7 neotel tried phoning me, but 7 O"clock on a friday... i mean really. I was not home for that bull ****.
After Emailing again on thursday since not having a reply since tuesday. I was told that turn around time is 48 hours. Tuesday afternoon to thursday afternoon is 48 hours...
I was eventually contacted on Friday at 3. At this time, most people are at work, so no neotel, i am not near the device and cannot perfrom a reset. I told the lady i will be home by 5. 5 o"clock came and no phone call. Eventually at 7 neotel tried phoning me, but 7 O"clock on a friday... i mean really. I was not home for that bull ****.
After yet another email to Neotel on monday i was promised i would be contacted the same day. It is now wednesday... Not one phone call. I threatend to cancel twice now, and nothing has heppened. I think Neotel Employees just dont care what happens.
After yet another email to Neotel on monday i was promised i would be contacted the same day. It is now wednesday... Not one phone call. I threatend to cancel twice now, and nothing has heppened. I think Neotel Employees just dont care what happens.
Hi Gray, we appologise for the delayed response. We have followed up with our team and your query has been assigned. A technician will be coming out to realign your antenna to a base station to improve your connection
Hi Gray, we appologise for the delayed response. We have followed up with our team and your query has been assigned. A technician will be coming out to realign your antenna to a base station to improve your connection
Problem 1 ; You took 12 days to reply to my intial hellopeter complaint.
By this time i had eventually convinced neotel that needing a tech call out was reasonable.
Problem 2 :
The appointment was arranged for wednesday 27th july. I left work at 12 o"clock to be available for the repair to take place at home. The repair took a full 5 hours.. I could not go back to work due to this. The repair involved my full cable and antenna being replaced. Once the internet had been repaired and sort out and we were getting good speed test results, the technician made a phone call to his office (Africa big fives contractor on behalf of Netoel) in which he got into an arguement with someone over the phone known as michael. At this point i needed to leave.
When i mentioned that i need to leave, the technician told me that he is sorry, but he must take back the new antenna he had just replaced. And he left my house leaving me with the same problem i had before after making me stand and wait for the repair for 5 hours. What kind of service is this?
The technician said that he will report back to the office and i would be contacted.
It is now Thursday 3:38. I have not received a single phone call or even message appologising for the inconvenience or even any attempt to come back to fix the repair.
I spend 2 months complaining. It takes more than 2 weeks to get someone out for a repair. Then when it comes time to repair, it could not even be done correctly.
I can not for the life of me understand this level of imcompetance and pethetic service.
It looks like im paying R699 a month to be ***ed around.
What am i supposed to do now? just keep ***ing paying the monthly fee because im bound to a contract? how about i cancel the debit, and see how quickly neotel has a problem with no payment. But when it comes to a customer requiring the service they have paid for, it is not that important.
Problem 1 ; You took 12 days to reply to my intial hellopeter complaint.
By this time i had eventually convinced neotel that needing a tech call out was reasonable.
Problem 2 :
The appointment was arranged for wednesday 27th july. I left work at 12 o"clock to be available for the repair to take place at home. The repair took a full 5 hours.. I could not go back to work due to this. The repair involved my full cable and antenna being replaced. Once the internet had been repaired and sort out and we were getting good speed test results, the technician made a phone call to his office (Africa big fives contractor on behalf of Netoel) in which he got into an arguement with someone over the phone known as michael. At this point i needed to leave.
When i mentioned that i need to leave, the technician told me that he is sorry, but he must take back the new antenna he had just replaced. And he left my house leaving me with the same problem i had before after making me stand and wait for the repair for 5 hours. What kind of service is this?
The technician said that he will report back to the office and i would be contacted.
It is now Thursday 3:38. I have not received a single phone call or even message appologising for the inconvenience or even any attempt to come back to fix the repair.
I spend 2 months complaining. It takes more than 2 weeks to get someone out for a repair. Then when it comes time to repair, it could not even be done correctly.
I can not for the life of me understand this level of imcompetance and pethetic service.
It looks like im paying R699 a month to be ***ed around.
What am i supposed to do now? just keep ***ing paying the monthly fee because im bound to a contract? how about i cancel the debit, and see how quickly neotel has a problem with no payment. But when it comes to a customer requiring the service they have paid for, it is not that important.
So i have decided.
Enough is enough.
I have emailed consumers@neotel to notify them that i have stopped the debit and they can come frtch the antenna and router.
I will be moving to a better provider.
So i have decided.
Enough is enough.
I have emailed consumers@neotel to notify them that i have stopped the debit and they can come frtch the antenna and router.
I will be moving to a better provider.