A few issues with Neotel

A

+ABHAVANANDA+

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I know it's been discussed in other threads, but figured I'd start a new one just for me :)

We're using the Neoflex 15GB package in Obs, Cape Town, and lose internet connectivity 3-4 times per day. It's fairly easy to spot in Vista, because my wifi connection drops from Local and Internet to Local only. A restart through the admin panel sorts it out, but if it happens at night, it creates a headache for the non-tech users who come into the office before me.

I've logged a call with the Neotel call centre, and will PM Neotel rep my details shortly. The CC informed me it is a known issue in the Western Cape, and that technicians are working on it, but don't have an ET on a fix. That's fine, coz I really only wanted a ref number.

My bigger issue is that they were unable to provide me with the current month's data usage, and can apparently only provide usage figures for previous months. I am pretty sure their website states otherwise :confused:

The CC agent apologised for the inconvenience, but I pointed out that it was more than just a bit annoying. It puts me at an unacceptable risk of running out of my allocated BW, which will mean we have to pay per mb used. As mentioned elsewhere, they are testing a solution for this, but until such time as they can provide me with usage figures for the current month, even over the phone, I struggle to see how they can expect me to pay out-of-bundle charges.

Poor show, really. I was really hoping Neotel could get it right :(
 
+ABHAVANANDA+ said:
The CC agent apologised for the inconvenience, but I pointed out that it was more than just a bit annoying. It puts me at an unacceptable risk of running out of my allocated BW, which will mean we have to pay per mb used. As mentioned elsewhere, they are testing a solution for this, but until such time as they can provide me with usage figures for the current month, even over the phone, I struggle to see how they can expect me to pay out-of-bundle charges.

Poor show, really. I was really hoping Neotel could get it right :(
Click to expand...

They shouldn't charge you as you have no way of accessing this information but unfortunately this isn't the case. You'll have to resort to using programs like DU Meter.
 
Tell me about it - apparently i dloaded 20 gigs last month on a 10 gig package. Still dunno htf i dloaded 20 gigs and unfortunately i have no way to contest it.
 
Venom Rush said:
They shouldn't charge you as you have no way of accessing this information but unfortunately this isn't the case. You'll have to resort to using programs like DU Meter.
Click to expand...

I picked the Neoflex Data package because it allows for multiple user connections - we have a small office, with 6-7 users connecting via Wifi. Despite them being fairly PC savvy, I'm not prepared to enforce or administer multiple usage monitors.

I didn't just pick their service blindly. I realised Neotel lacks an online BW monitor app, but was prepared to phone their call centre on a weekly basis to check our usage, as stated here:

http://www.neotel.co.za/neotel/view/neotel/en/page68544?oid=68542&sn=Detail - Consumer

How do I know how much data I have used?

At present you are required to contact the call centre on 0800-333-636 and request your data usage details.


There is absolutely no mention that usage for the current month cannot be measured. The Neotel rep stated that an app is in dev, so I was happy to wait, but this is a glaring omission, and one for which I am not prepared to pay an extra cent.

We're fortunate to have a Neotel account manager assigned to us, and I'll voice my concern with him as well.
 
ushir said:
Tell me about it - apparently i dloaded 20 gigs last month on a 10 gig package. Still dunno htf i dloaded 20 gigs and unfortunately i have no way to contest it.
Click to expand...

Considering our slow (barely acceptable) connection speed, I'd have to spend a huge amount of effort to reach our 15GB limit. Even without the frequent disconnects, it would be an epic achievement.

The initial intention was to have one of our staff members without ADSL take the device home over weekends, but because it's clearly impossible to monitor usage, I've canned that idea.

I'm really disappointed. Not so much by the service and solution, but more because I really believed Neotel would get it right :(
 
I am still aghast at why its taking them so long to make an app? What is so difficult about it - if they already have a measurement system in place, its only a matter of creating an application to query their database. At LONGEST, i would say it should take a month to do. I work in a bank where they crank out entire working user interfaces for TRADING in a month with only 2 guys working on it - Beta testing and all!
 
ushir said:
I am still aghast at why its taking them so long to make an app? What is so difficult about it - if they already have a measurement system in place, its only a matter of creating an application to query their database. At LONGEST, i would say it should take a month to do. I work in a bank where they crank out entire working user interfaces for TRADING in a month with only 2 guys working on it - Beta testing and all!
Click to expand...

That's what I said, months ago. And we wonder why it's taking this long to fix an entire network?
 
ushir said:
I am still aghast at why its taking them so long to make an app? What is so difficult about it - if they already have a measurement system in place, its only a matter of creating an application to query their database. At LONGEST, i would say it should take a month to do. I work in a bank where they crank out entire working user interfaces for TRADING in a month with only 2 guys working on it - Beta testing and all!
Click to expand...

When Seacom lands, uncapped will be R200 and therefore there is no need for a data measuring system. :p





/ends being overly optimistic :(
 
rph72 said:
When Seacom lands, uncapped will be R200 and therefore there is no need for a data measuring system. :p





/ends being overly optimistic :(
Click to expand...

I think your on the right path. but would probaly be more like R500
 
Some feedback: after logging the call, and sending Neotel rep a PM, we have not had a single disconnect, and there has also been a slight improvement in our connection speed. Whatever they've done, it seems to have worked :)
 
Nearly 4 months later and I'm still sitting with 10-20kbps on NeoFlex Data. The only thing that's changed during this "fixing" phase is that I've been moved from a "Good" signal area to a "Fair" signal area.
 
Ai tog. Went on leave for a few weeks, and returned to the office, to find that our Neotel connection speed has degraded to such an extent that it is utterly useless. It would perhaps have been tolerable if it was only me being affected, but we use the Neoflex package in our office, and it is affecting productivity.

At this point, I'm simply going to switch the router off, and request that everyone use their 3g cards. Will follow up with Telkom to see if there are any ADSL lines available in our business park, and switch over. Boo for Neotel.
 
Strange. Every time I log a ticket, things improve for a few weeks, and then deteriorate again. I can only assume that Neotel's network is massively oversubscribed, and that they randomly juggle individual prioritization in an attempt to pacify the most irate customers.
 
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