A brief note to Lars, Ron and CellC rep

[lotus123]

This month end has been nothing short of ludicrous. The sudden network implosion last night has extended until now, and there seems to be no end in sight to the situation.

It has resulted in many users being unable to use their allocated bandwidth, to their cost. Does CellC have a compensation plan in place for us?

I tried repeatedly and unsuccessfully to get information on the present downtime (yes, I'm effectively down this morning) but it appears that the call centre is unwilling or unable to answer my query. The call answer time is quick enough, although the disinterest and near hostility in the voices of your agents is something you need to address quickly (and just in case you're wondering I was friendly in approaching them). I was fobbed off to "Technical section" and gave up holding after 19 and 15 minutes respectively.

You ask that your customers give you feedback on how you're doing. Well, here it is.

Now, may I ask how you plan to address the current network issue and when?

 

[Jola]

I think that Cell C is finding out the hard way that a quick countrywide implementation of a new 3G network is no trivial matter.

 

[Viper25]

I think that Cell C is finding out the hard way that a quick countrywide implementation of a new 3G network is no trivial matter.

+1

And based on my calculations. Cell C owes me R50.
I paid R3000 upfront so

- R3000 - R1000 (for the modem)
- R2000 / 12 / 5 * 1.5 (Amount of data I had left) = R50

 

[Budza]

I think that Cell C is finding out the hard way that a quick countrywide implementation of a new 3G network is no trivial matter.

I'm still willing to help them get it right.

 

[BGE]

I'm still hanging on hoping they can turn, what is fast becoming a quiet disaster, around! Problem is the thread I'm hanging on is wearing out fast!

 

[Terencek]

In fact Cell C data has become unusable for those of us in this particular rural area (Buffelspoort Dam, NWP) for days now -- can't even manage its usual snail-paced GPRS speed. And yesterday was just impossible. We can but hope....

 

[Jola]

I'm still willing to help them get it right.

So am I, we need them to get it right !!!

Must say, I am happy in general, but with Telkom also giving me ***** my patience wears thin if my backup/travel solution also goes for a ball.

But I would still like to cancel my Telkom ADSL and go solo on Cell C. Soon, I hope.

 

[lotus123]

I would not have thought it possible, but it's actually become worse as the day wears on.

Pings are now around 600ms, D/l at .01mb/s and u/l at .1mb/s. For a long period this evening the network has been totally dead.
I've registered the fault with your call centre (finally) and they inform me that it could take 48 hours but someone may call me within 24 hours. Having heard my problem and attempts at fixing/eliminating possible problems, they have conceded that it looks like a network problem. Well, I've been trying to get someone to realise that since 07h00 this morning!

My patience is finished CellC! Is this what you call a world-class network? Is this what you call customer service? It's an absolute disgrace. I thought when you launched you'd give the other companies a run for their money on product and service. Was I wrong?

 

[IceQB]

At least i can connect again :s

 

[Sneeky]

Same here in Fourways/Broadacres. Started yesterday for me and still poor today.

It is the first problem I have had though in many many months, so hopefully a temporary.

 

[Pansyfaust]

Anyone experiencing ****ty speeds in durban? Coz i am

 

[RavenXV]

Yep... system went down again. - even lost MTN & Vodacom. Had to turn off all my Smartfones & Galaxy Tab, coz they were beginning to show software errors.

And the Fones /dongles kept disconnecting in an area that has never experienced rapid / consistent disconnection issues before. (Most times we remain connected for +8 hours at a time)

And, oh yeah, Cell C lost their Web Page & Server and what would appear to be the outside connection to World Wide Web.

Wondering what actually happened ??

 

[The_Unbeliever]

Beginning of this week I had issues and troubles.

So I posted it in the speedtest thread, the cellc rep replied, and I sent my particulars to him.

They had a shufty at the one tower in my sector, and now I'm able to connect again once more without any hassles.

Well done for listening to your clients! I am more impressed

 

[dex_10]

Cell C Down In Krugersdorp Since 2 April 2011

Yep... system went down again. - even lost MTN & Vodacom. Had to turn off all my Smartfones & Galaxy Tab, coz they were beginning to show software errors.

And the Fones /dongles kept disconnecting in an area that has never experienced rapid / consistent disconnection issues before. (Most times we remain connected for +8 hours at a time)

And, oh yeah, Cell C lost their Web Page & Server and what would appear to be the outside connection to World Wide Web.

Wondering what actually happened ??

Cell C is down in Krugersdorp as well. Just spoken to a Cell C rep, but he seemed very reluctant to help and eventually he told me that Cell C is busy rolling out their higher speed as he calls it but he didn't even know which one. I then asked him whether it's the 42Mbps one and he said yes, now he has put me through to he's tech department. I also can't see any announcements on their website and it's extremely slow.

I am currently connected via Vodacom at R2/MB to post this message

It is so frustrating living in a third world country!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

 

[RavenXV]

My concern is this:
Why do we have to accept substandard Chinese Fong Kong ZTE China Equipment... on this pathetic excuse of a Mobile Network, in which Huawei "MOBILE" data modem dongles don't even perform at the standards that I have gotten overseas on the exact same Huawei data modem dongle model in the EU recently.

The exact same 3G MOBILE technology that are in these Huawei Data Modem Dongles is exactly the same as in the Nokia / Sony Ericsson / Samsung / LG / Motorola Smartphones / Tablets.

So why does Cell C Customer Support treat these MOBILE Data Modem Dongles differently, when you make a report about the Network Failing to provide a reliable & satisfactory service.

 

[HideInLight]

In fact Cell C data has become unusable for those of us in this particular rural area (Buffelspoort Dam, NWP) for days now -- can't even manage its usual snail-paced GPRS speed. And yesterday was just impossible. We can but hope....

Can add Steynsrus to that list, I've been unable to use my CellC bundles for two weeks now during the day. In the early mornings 00:00 - 06:00am it might work for an hour or two if I'm lucky. I was forced to get Vodacom cap this month...

 

[Terencek]

I wonder if this is in fact then a generic Cell C problem, given that it is now also two weeks since our local (rural) Cell C data signal (piggybacked on a Vodacom tower) became virtually unusable? I have PM'ed the Cell C rep in the hope of relief, but for the moment all local Cell C data users are heading towards their third week of difficulties.

 

[axelblue]

I find that when I switch over when Cell C gets slow, my vodacom modem is doing no better.

 

[Nish007]

Whats the status on the CellC Hspa signal in Fourways guys? Are the problems resolved? Thinking of getting the Rbm Hd 200 contract. Im currently a vodacom customer, should i switch?

 

[lotus123]

Whats the status on the CellC Hspa signal in Fourways guys? Are the problems resolved? Thinking of getting the Rbm Hd 200 contract. Im currently a vodacom customer, should i switch?

It has its good days, and then some bad. Lately it's been quite good. Lars and his team have been paying attention to the issues in this area (even Ron came by my house!) and hopefully things will settle down to a steady state.

Bear in mind that the "Fourways" area covers a lot of territory, more or less from the N1 up to (and beyond) Dainfern. As a mobile user you may find a very changeable coverage situation as you move between towers, while as a "fixed location" user I'm only concerned with the performance of one tower.