Slow Connectivity
<p>Good day, </p> <p> </p> <p>From the start of the new year I picked up that my Neobroadband connection with Neotel is really unstable and slow. I first did some troubleshooting of my own(restarting devices etc) then I went ahead and called technical support(2017/01/06). </p> <p>They advised me to email screenshots of my internet speed and the they can take the process further. After sending the screenshot(ticket created - SREQ_ ********** 34) through and waiting(with my horrible internet) for the entire weekend they finally phoned me the Monday. I was unable to take the call and asked them to call me back with the hour as I really want to sort my internet out.</p> <p>End of day Monday I have yet to receive a callback from Neotel so I asked technical support to have the request an person to call me back. Tuesday came and went(no call came through) and once again Tuesday end of day I call to request another callback.</p> <p>Wednesday end of day after still not recieving any callback I phone consumer support and logged an official complaint(FREQ_ ********** 6 - complaint reference no) against whoever was supposed to assist me.</p> <p> </p> <p>Right now it is 17:23 on the 12th of January 2017 and I have still not received any call regarding my internet speed(which have been close to unusable(barely getting 1mbps out of the 4mbps I am paying for) since the start of 2017).</p> <p>This means that for close to two week out of this month my internet experience have been limited(which no one at Neotel will care about when billing goes down end of the month.</p> <p> </p> <p>My contact details should be on the reference numbers given above.</p> <p> </p> <p>Gabriel</p>
Hi Gabriel,
We apologise for the delayed response, we have tried sourcing your account number but have been unsuccessful and Hello peter is blocking your reference numbers. If you are still experiencing slow speeds and have not yet been contacted by our team please kindly resend them via private reply.
We apologise for the inconvenience caused.
Best regards,
Hi Gabriel,
We apologise for the delayed response, we have tried sourcing your account number but have been unsuccessful and Hello peter is blocking your reference numbers. If you are still experiencing slow speeds and have not yet been contacted by our team please kindly resend them via private reply.
We apologise for the inconvenience caused.
Best regards,
Good day,
An engineer have been to my residence and did reallign my dish. However it is not 100%. The engineer also picked up the connection is not stable. Please also note that I can clearly see the antenna/device blowing in the wind(moving).
Please also note that should another engineer need to come to my premisis that it would need to be on a Saterday as I already took off from work and it did not solve the problem and it is just wasting my time in January where it my busiest time at work.
Please can you check on his feedback and get back to me.
ID number ***
Mobile ***
Thanks,
Stephan
Good day,
An engineer have been to my residence and did reallign my dish. However it is not 100%. The engineer also picked up the connection is not stable. Please also note that I can clearly see the antenna/device blowing in the wind(moving).
Please also note that should another engineer need to come to my premisis that it would need to be on a Saterday as I already took off from work and it did not solve the problem and it is just wasting my time in January where it my busiest time at work.
Please can you check on his feedback and get back to me.
ID number ***
Mobile ***
Thanks,
Stephan
Hi Stephen we have checked and your ticket is assigned. Communication has been made with our technicians regarding your aerial, however we are still awaiting feedback, Our team will be in contact directly regarding a site visit
Best regards,
Hi Stephen we have checked and your ticket is assigned. Communication has been made with our technicians regarding your aerial, however we are still awaiting feedback, Our team will be in contact directly regarding a site visit
Best regards,
Thanks, please also communicate to your technicians that the enigineer mentioned that there is still an issue(even after realign) and since my internet speed drops during peak times that the tower I am connecting to might be congested(overloaded).
Thanks, please also communicate to your technicians that the enigineer mentioned that there is still an issue(even after realign) and since my internet speed drops during peak times that the tower I am connecting to might be congested(overloaded).
Hi Stephen we have sent this through
Best regards,
Hi Stephen we have sent this through
Best regards,
Hi,
Please note that no one have been intouch with me regarding my connectivity or to schedule a site visit. It has now been more than half a month since I stopped recieving my full line speed/stable connection.
Hi,
Please note that no one have been intouch with me regarding my connectivity or to schedule a site visit. It has now been more than half a month since I stopped recieving my full line speed/stable connection.
So here I am. A full month later and the issue is still persisting.
At this point I have received one call this past week where the engineer did not call me back after after me asking him to a full 3 times on the call. This was the first comunication from neotel for about a full week if not longer.
Take note that I do not have ANY internet right now and that no consultants on your support line is answering the call(was ons hold for 10 minutes).
The technician that came out befor and stated that there is an issue on my device however no one even phone me afterthat. I had to take it further.
Should ALL my issues not be sorted by next week saturday (26th February 2017) I will be cancelling my contract as per your terms and conditions.
14.1.1 The customer may terminate the agreement in respect of a particular service, services or product if:
14.1.1.1 NEOTEL breaches a material provision of these general terms and conditions and/or any product specific terms and, if such
breach is capable of remedy, NEOTEL fails to remedy the breach within twenty (20) business days after receipt of written
notice from the customer asking NEOTEL to do so;
It has been longer than 20 working days since i have started this issue and as such can cancel my line without any costs.
Should no one contact me before Eod monday this entire ticket will be posted on facebook.
So here I am. A full month later and the issue is still persisting.
At this point I have received one call this past week where the engineer did not call me back after after me asking him to a full 3 times on the call. This was the first comunication from neotel for about a full week if not longer.
Take note that I do not have ANY internet right now and that no consultants on your support line is answering the call(was ons hold for 10 minutes).
The technician that came out befor and stated that there is an issue on my device however no one even phone me afterthat. I had to take it further.
Should ALL my issues not be sorted by next week saturday (26th February 2017) I will be cancelling my contract as per your terms and conditions.
14.1.1 The customer may terminate the agreement in respect of a particular service, services or product if:
14.1.1.1 NEOTEL breaches a material provision of these general terms and conditions and/or any product specific terms and, if such
breach is capable of remedy, NEOTEL fails to remedy the breach within twenty (20) business days after receipt of written
notice from the customer asking NEOTEL to do so;
It has been longer than 20 working days since i have started this issue and as such can cancel my line without any costs.
Should no one contact me before Eod monday this entire ticket will be posted on facebook.