Dear Lars and CellC rep...

[BGE]

I think my attempt to get some action will get lost deep inside a thread, so this is my attempt to get some sort of action, else I am demanding a refund for the remainder of my CellC data 'promo' contract...

With reference to threads...

Slow upload(and download) speeds in Cape Town
http://mybroadband.co.za/vb/showthread.php/302569-Slow-upload-speeds-in-Cape-Town

And recent thread:

Had it with Cell C
http://mybroadband.co.za/vb/showthread.php/321241-Had-it-with-Cell-C

After I complained on 8 Feb 2011, from ronbo4GS

"All,

Can you all give me an update on the speeds and connection stability today. Also if you are seeing an issue please include what suburb, modem, and drivers for the modem. I will have the team look into any issues.

Sorry for the hassles
Ron"

I did as was requested:

"Ok, the stats... connection seems stablish... but data throughput is horrible, upload speed is faster than download!

SpeedTest: http://www.speedtest.net/result/1147904998.png

Modem: E1752
Driver: 4.20
Dash: CellC
RSSI: -87dBm
ConnType: HSPA

Suburb: Brackenfell, Vredekloof

BTW we use VC 3G for the office, runs super stable, often don't get disconnected days/weeks...

I will post results using MDMA dash in a mo... "


Then we get the following response from the CellC rep:

"Connection/ coverage issues are being dealt with, please email us directly on onlinesupport@cellc.co.za with details. This is helping us to efficiently attend to "problem" areas..

Keep them coming!

>Name and surname
>Physical addresses / coordinates,
>Contact details,
>Model of the modem e.g. Huawei E1820.
>Detailed description of the fault/ problem
>when was the problem experienced
>Prepaid/ Post paid



Thanks!!"


Do you see a problem here? I certainly do, 1 user makes a threat and he gets proper professional customer service, including an proper analysis and report for the location. Many of us have been requesting assistance in Cape Town for months, even though Ron and CellC rep indicate something is being done... nothing is being done. Why can we not get the same service as this user? A truthful report would be great!

Disgusting!!!!

 

[Veyron]

maybe they have email problems receiving the complaints from the customers

 

[renierp]

I don't want to sound like the pessimist here, but this thread will hardly get some attention from cell c, specifically from Lars or someone high up in the Corporate ladder. Could be wrong, let's see


Sent from the MyBroadband iPhone App

 

[Nokkie]

lets see, yes

I don't want to sound like the pessimist here, but this thread will hardly get some attention from cell c, specifically from Lars or someone high up in the Corporate ladder. Could be wrong, let's see


Sent from the MyBroadband iPhone App

 

[BGE]

Just ran another speedtest... download not too bad, but upload again is pathetic... has CellC throttled the upload speed?

 

[BGE]

This is to a Cape Town based speedtest.net server(WebAfrica), upload speeds get worst:

 

[Vee]

Have to support BGE in this, my experience below posted in another thread below also got lost with no response from Cell C - still no better

OK, time for an update on the service level in Brackenfell South, CT:
First a bit of background, in November 2010 I bought the 5gig pre paid with the E1820 modem, downloads of 4.5 megs, uploads of 1.75megs, + signal strength +-80dbm, solidly connecting to tower 45542, HSPA+(ping to the JHB server on speedtest.net +-89ms. Overall very happy - come 1 January 2011 things started going south, 14 February 2011 reached the south pole - currently still lost and feels like Cell C are truly walking in circles.

1) First mail to 'onlinesupport@cellc.co.za' on the 1 January 2011
2) 2nd Mail on the referring to thread on MBD (2 January 2011)
3) Call from helpdesk - check all settings - all OK - speed are usable but still half of what it was
4) 14 February 2011, speed to a basic standstill - mail to 'onlinesupport@cellc.co.za' again - referring to all previous communication
5) Response - double cable break - they are fixing it. (PM ronbo4GS - no response)
6) Service very unstable - again via helpdesk - check all settings, this time a call was logged for the data desk, no improvement (17 February 2011)
7) A call logged for the network team - few days and a few phone calls later no improvement (24 February 2011)
8) A call was logged for a 3rd party agent, apparently the service agents of the towers - something to do with capacity
9) 3rd party came to the home and checked the signal (25 February 2011)
10) Who knows - no response as yet

Current status
Uploads - 0.41
Downloads - 0.04
Ping 205ms
Signal Strength - -79dBm
http://www.speedtest.net/result/1178264592.png

I use the internet primarily for online gaming, this is now 2 months of very unstable internet - when is CellC going to acknowledge the there is a problem and they don't know what to do.

Now had to resort back to using Vodacom just to be able to use the net without getting frustrated.

 

[GRES]

maybe they have email problems receiving the complaints from the customers

IMHO they have wrong spam filter settings

 

[BGE]

My issue is that I've given CellC the benefit of the doubt(which they created in the first place). I've made them aware of the problems in Brackenfell on numerous occasions, tried the online telltrevor story, not a single response. Ron said they on to it, to date... no response. Many of you guys have tried over and over and over again... again giving CellC the benefit of the doubt. Then one person threatens CellC with a single cancellation and Lars pops up to intervene and assist, calls in the best of his team, how discriminatory is that? What more do the rest of us have to do Lars?

 

[BGE]

Mini update... tried surfing the internet again this evening... pathetic to say the least, getting this post up was an issue... speedtest.net results:



Now that's a joke... slower than 97% of South Africa!

Tried running the speedtest again, same result... Grade F-

 

[BGE]

Just the keep you all in the loop, as advised by CellC rep, I have sent an email to onlinesupport@cellc.co.za...

Date/Time: Wed, 30 Mar 2011 22:21:48 +0200 [30/03/11 22:21:48 SAST]

Let's see just how effective this support channel is... no response yet, not even an acknowledgement of receipt!

 

[Cell_C]

Just the keep you all in the loop, as advised by CellC rep, I have sent an email to onlinesupport@cellc.co.za...

Date/Time: Wed, 30 Mar 2011 22:21:48 +0200 [30/03/11 22:21:48 SAST]

Let's see just how effective this support channel is... no response yet, not even an acknowledgement of receipt!

Hi BGE, we got your email, a techniacian will contact you later today for assistance...thanks, DM

 

[BGE]

It's a start... got an email response from David via the support email... Thu, 31 Mar 2011 12:23:23

 

[Vee]

It's a start... got an email response from David via the support email... Thu, 31 Mar 2011 12:23:23

Please keep us updated, I don't hold out much hope though - based on past interactions

 

[BGE]

Got a call from support this morning. Has been escalated to Networks... will report back by the end of next week! The technician agrees though... it's a lack of capacity problem, which I believe is the issue in most areas experiencing similar issues!

 

[Vee]

Got a call from support this morning. Has been escalated to Networks... will report back by the end of next week! The technician agrees though... it's a lack of capacity problem, which I believe is the issue in most areas experiencing similar issues!

Sound like they are following the normal process, next will be the 3rd party and then capasity planning - this is not a new complaint! But lets follow the process and see if we can get a definite answer

 

[BGE]

Not good news... but the truth none the less...

CellC's network planning division called me this afternoon. The news is not good. The issue in Brackenfell and Kraaifontein is not tower capacity, but the connectivity between the towers and CellC's core network. At present there is no fibre to the towers in Brackenfell/Kraaifontein(maybe even Durbanville), and therefore CellC is using a microwave links to connect to Bellville(which is as far as their fibre network presently extends). The timeframes for rolling out the fibre network beyond Bellville is not known at this time. Hence I'm screwed, it doesn't matter if I've got decent connectivity from home, the microwave link cannot handle the load, and therefore speeds in the evenings/month end are poor, and will remain so in the forseeable future... even if CellC roll-out their 42mbps tower hardware in Brackenfell it won't help, as backhaul connectivity will suffer even more... that sucks!

Sorry CellC! I have requested a refund, and may well do the same for my in-laws and parents(both residing in Brackenfell)... my in-laws bought the promo specifically for vid skyping family in the UK once or twice a month... this product simply can't do it at the moment, and who knows when it will!

Fact is the a 21mbps 5GB package won't help! Guess I've got to look at ADSL... maybe IBurst... What I cannot fathom for the life of me, is why CellC would continue selling the promo packages in Brackenfell, knowing full well that they cannot accomodate the traffic it would generate... that's really a poor show!

Hopefully the rest of you will experience better speeds with 3 data cards off the network!

 

[Vee]

CellC's network planning division called me this afternoon. The news is not good. The issue in Brackenfell and Kraaifontein is not tower capacity, but the connectivity between the towers and CellC's core network. At present there is no fibre to the towers in Brackenfell/Kraaifontein(maybe even Durbanville), and therefore CellC is using a microwave links to connect to Bellville(which is as far as their fibre network presently extends). The timeframes for rolling out the fibre network beyond Bellville is not known at this time. Hence I'm screwed, it doesn't matter if I've got decent connectivity from home, the microwave link cannot handle the load, and therefore speeds in the evenings/month end are poor, and will remain so in the forseeable future... even if CellC roll-out their 42mbps tower hardware in Brackenfell it won't help, as backhaul connectivity will suffer even more... that sucks!

Sorry CellC! I have requested a refund, and may well do the same for my in-laws and parents(both residing in Brackenfell)... my in-laws bought the promo specifically for vid skyping family in the UK once or twice a month... this product simply can't do it at the moment, and who knows when it will!

Fact is the a 21mbps 5GB package won't help! Guess I've got to look at ADSL... maybe IBurst... What I cannot fathom for the life of me, is why CellC would continue selling the promo packages in Brackenfell, knowing full well that they cannot accomodate the traffic it would generate... that's really a poor show!

Hopefully the rest of you will experience better speeds with 3 data cards off the network!

I wonder if Lars or Cell C Rep can assist with an eta for the fiber to Brackenfell? if not I guess most of us living in the area will have to do the same - pitty though

 

[BGE]

Vee... I continued this discussion [here]...

Looks like there is light at the end of the tunnel! Fiber optically speaking!

 

[Deep78]

Sigh this morning the connection was slow ... now im not getting anything at all from my cell C wanna be woosh stick!