Cell-C / IS "fixed" LTE

Cancelled my services with axxess, adsl and cell c fixed lte, adsl line gets moved to new isp within 15mins. Cell c gets canceled and I ask to return the router etc since I only had it for a few days. Get a email back, you are still liable for the router, refer them to their own return policies etc. No reply..........


Well done axxess
 
boebab said:
Cancelled my services with axxess, adsl and cell c fixed lte, adsl line gets moved to new isp within 15mins. Cell c gets canceled and I ask to return the router etc since I only had it for a few days. Get a email back, you are still liable for the router, refer them to their own return policies etc. No reply..........


Well done axxess
Click to expand...

According to Axxess support, provided the device and box is in good order and you are within the 7 days, all you have to pay is R120 to deliver the router back to Axxess.

If you want to keep the router then obviously you have to pay the full price of it.
 
I just posted the below in a thread on the main forum page. Will post it elsewhere as well:

https://mybroadband.co.za/vb/showthread.php/942507-Did-CellC-oversell-broadband-capacity

Looking at recent events involving Axxess and Webafrica now offering, and selling quite a few units of the CellC LTE offering without a contract, did they outsell the CellC network capacity?

https://mybroadband.co.za/vb/showthr...-thread/page23

Users started complaining of slow and intermittent service around the 1st of March 2018, Axxess and Webafrica only acknowledged the issue 7 days later after pressure from clients, from there passing the buck straight to CellC and Internet Solutions.

On the 8th Webafrica changed the 7th March "Service Interruption: RAIN/CELL C LTE-A" bulletin to "Scheduled Maintenance: Cell C LTE Service"

Axxess is still sticking to blaming CellC (8-9 March 2018). Their only previous 'Medium impact' notice on this issue involved giving customers directions on setting up the APN setting on their modems, something that should have been covered in the packaging or welcome SMS service.

Up to the 8th, even the CellC representative here on My Broadband was not aware that there was an issue?

It is obvious that these service providers knew that these issues were present. As customers we should know what the real issue behind this failure to deliver advertised services are.

Paying around R 850.00 for 200Gb of data, 1000 customers are giving these providers R 850 000.00 per month. For this the provider can provide sub standard services and not have it corrected for 9 days?

As I am writing this, customers are canceling their services, only to be threatened by Axxess with costs noted in the fine print.

There is no media coverage.
 
Kenny Strydom said:
I just posted the below in a thread on the main forum page. Will post it elsewhere as well:

https://mybroadband.co.za/vb/showthread.php/942507-Did-CellC-oversell-broadband-capacity

Looking at recent events involving Axxess and Webafrica now offering, and selling quite a few units of the CellC LTE offering without a contract, did they outsell the CellC network capacity?

https://mybroadband.co.za/vb/showthr...-thread/page23

Users started complaining of slow and intermittent service around the 1st of March 2018, Axxess and Webafrica only acknowledged the issue 7 days later after pressure from clients, from there passing the buck straight to CellC and Internet Solutions.

On the 8th Webafrica changed the 7th March "Service Interruption: RAIN/CELL C LTE-A" bulletin to "Scheduled Maintenance: Cell C LTE Service"

Axxess is still sticking to blaming CellC (8-9 March 2018). Their only previous 'Medium impact' notice on this issue involved giving customers directions on setting up the APN setting on their modems, something that should have been covered in the packaging or welcome SMS service.

Up to the 8th, even the CellC representative here on My Broadband was not aware that there was an issue?

It is obvious that these service providers knew that these issues were present. As customers we should know what the real issue behind this failure to deliver advertised services are.

Paying around R 850.00 for 200Gb of data, 1000 customers are giving these providers R 850 000.00 per month. For this the provider can provide sub standard services and not have it corrected for 9 days?

As I am writing this, customers are canceling their services, only to be threatened by Axxess with costs noted in the fine print.

There is no media coverage.
Click to expand...


I Agree, myBB should really post an article to expose this.
 
My Support ticket from Monday morning was also closed with Webafrica.
 
Update from Axxess " The latest update from our upstream provider is the following:

Dear Client

UPDATE: Vendor engineers are still investigating. No ETR. More updates to follow as new developments occur.

IMPACT: Intermittent / slow connectivity
ATTENDING: Vendor engineers
STATUS: Investigating"
 
My connection is still not working correctly.

I called Axxess Tech department for an update, still nothing.

I then called Axxess Account department to inquire about cancellation options. It seems you would have to send an email that details why you are cancelling and then IS will send someone to collect the router. However, if you have had the service for longer than 7 days, you will be charged a collection fee. Seems like the Pro Rata Router charge is waved.

I could not be told what the collection fee is, since that is apparently governed by IS. However, I was told it may take at least one month for the collection / cancellation to happen. According to the Account person at Axxess, some clients have been waiting for more than a month for the collection.

When asked why Axxess does not stop selling the product, I was promptly informed that since this issue came to light, their sales department have been warning would-be clients that the service may be compromised. When asked which sales department, she specified that it was the telephony sales department. I retorted that surely their website should inditcate the same, since more sales go through the website (i assumed), to which she corrected me that most of their sales are via telephone. <insert doubt button here>

She also went on to make it clear that it is not Axxess's product so they have little control. When I highlighted the fact that they make money off it anyway so they have the responsibility to not sell client's a defective product, she again reiterated that they do warn clients. I was not warned.

Disappointed in Axxess.
 
Xtrearer said:
My connection is still not working correctly.
Click to expand...

So I restarted my router and it seems good now? I can access websites instantly. My speeds, while not as fast as some have posted here, are what they were: 10Mbps down, 18Mbps up.
 
This is the first time a Speedtest is connecting to a local Cell C server.Screenshot_20180309-154834.png
 
Xtrearer said:
So I restarted my router and it seems good now? I can access websites instantly. My speeds, while not as fast as some have posted here, are what they were: 10Mbps down, 18Mbps up.
Click to expand...

Nice post about the Axxess contact. The connection is stable on my side as well, only thing is the DL speed is down from 47mbs to 15mbs average on 3 tests.

I still think they do not have capacity and things are working now simply because they are throttling us.

I would like to see more users reporting speeds to confirm this.Opera Snapshot_2018-03-09_162632_www.speedtest.net.png
 
Kenny Strydom said:
Nice post about the Axxess contact. The connection is stable on my side as well, only thing is the DL speed is down from 47mbs to 15mbs average on 3 tests.

I still think they do not have capacity and things are working now simply because they are throttling us.

I would like to see more users reporting speeds to confirm this.View attachment 505747
Click to expand...

test.png
5pm Durban, first time in a while I can run a speed test all the way through...
 
Was only able to test it again now, but my connection is working great so far! 22mbps down, 15mbps up.
Will keep monitoring it throughout the evening.
 
Capture.PNG

Getting a third of the speeds I was getting when I signed up. But hey, Its something for now, I guess..
 
Everything seems to be fine for the first time after 18:00
 
dierampokker said:
Don't know if you set your connection to 4G only. I had the same issue this morning and changed from 4g only to auto,worked after that.
Click to expand...

Will try again later.

Telkom running like a breeze now!

Through can't wait for my mtn cap on 14th, windows updates destroyed it! Mtn is by far best for my area.
 
Interesting trace routes.

When working well:
Tracing route to google.co.za [216.58.223.3]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.10.2
2 * * * Request timed out.
3 55 ms 47 ms 49 ms 10.178.230.178
4 30 ms 46 ms 51 ms 10.220.232.193
5 38 ms 26 ms 49 ms 10.178.230.2
6 40 ms 39 ms 38 ms 10.178.231.9
7 38 ms 32 ms 36 ms 196.23.129.193
8 53 ms 38 ms 39 ms 197.98.173.1
9 42 ms 30 ms 35 ms 196.38.77.32
10 49 ms 43 ms 39 ms 168.209.0.34
11 47 ms 32 ms 38 ms pr2-pkl-xe-2-2-0.ip.isnet.net [168.209.1.179]
12 44 ms 52 ms 38 ms 72.14.205.16
13 43 ms 31 ms 40 ms 72.14.237.239
14 32 ms 41 ms 37 ms jnb01s07-in-f3.1e100.net [216.58.223.3]

Trace complete.
Click to expand...

When timing out:
Tracing route to google.co.za [216.58.223.3]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.10.2
2 * * * Request timed out.
3 31 ms 49 ms 49 ms 10.178.230.178
4 39 ms 48 ms 44 ms 10.220.232.193
5 46 ms 29 ms 40 ms 10.178.230.2
6 49 ms 38 ms 39 ms 10.178.231.9
7 39 ms 31 ms 37 ms 196.23.129.193
8 * 3625 ms 2639 ms 197.98.173.1
9 2573 ms * 3865 ms 196.38.77.32
10 3389 ms 2433 ms 2898 ms 168.209.0.72
11 * 3851 ms 3336 ms 196.26.0.130
12 2320 ms 2879 ms * 72.14.205.16
13 * 3324 ms 2400 ms 72.14.237.239
14 2976 ms * 3824 ms jnb01s07-in-f3.1e100.net [216.58.223.3]

Trace complete.
Click to expand...
 
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