HSPA+ Speeds in Gauteng Region - Known Issue (From Cell C)

[ronbo4GS]

All Cell C Data Users,
We at Cell C are aware of the problem in the Gauteng Region and are actively working the issue. I waited to post this until I was sure we were close to identifying and solving the issues. To recap what our users have been seeing:
- Interruptions to data streams, i.e. download speed drops to 0 and then restarts
- Some cell sites lower than normal download speeds
- Data connection issues in connecting to the cell site

We have been working this with our vendor around the clock and I feel we have cracked the issue. Speeds and connection issues should start improving over the next 12 hours if our troubleshooting is verified on several more test clusters. On Thursday we will do extensive tests across the whole region to verify the corrective action has resolved the issue completely.

I would like to apologize to all of our users who have experienced this issue with the service. As we have stated before we wish to be transparent with our users and offer the best service in the country. Once the solution is verified on Thursday with region wide performance and stability tests I will do an additional post to outline what the problem was and how we have resolved it. Again I am very sorry for the bumps in the performance and we will get you back to full Wooosh! very soon.

Kind Regards
Ron Reddick
CTO
Cell C

 

[The_Unbeliever]

CellC FTW!!!

Thanks for letting us know!

 

[ronbo4GS]

Your Welcome

Ron

Ron Reddick
CTO
Cell C

 

[Madhawk]

Hi, Ron Reddick,

Thanks for the info/update. I have a few more questions.

1. When will the rest of Gauteng be upgraded/covered? Eg: Bassonia, Glenvista, Boksburg etc...

2. When will we be able to check and buy data via the Cell C website like Vodacom4me did.
Some of us have the Cell C speedstick connected directly to a router and the router is placed in the roof.
So we aren't able to check or load data via the Cell C dashboard.

3. Lastly, when will you appear in another Cell C tv ad?....

 

[atomcrusher]

When I went to CellC Northgate to buy the R1499 / modem / 2GB p.m. data prepaid offer, the guy in the shop answered my question "What coverage do CellC have in this area (i.e. near Northgate)?"

His answer was: "it's OK, unless you live in Bellairs drive"

Which is where I live .... so, ronbo4GS .... can you update us on when signal will improve in the Bellairs Drive / Bellairspark / North Riding areas?

 

[ronbo4GS]

Hi Madhawk and Atomcrusher

I will check on hte coverage for the areas mentioned, I do not have the role out schedule at my house this evening But will post the next few weeks of locations to come on air. And I will also check the specific location mentioned.

On the Web based top-up, coming soon. It is only partly in Technology's hands and I will push our Marketing/Sales team on this. I agree, would be great to make life even more simple.

As to another ad, Trevor and I have a plan that we pitched to Lars, so keep watching. I will get another shot at my 15 minutes of fame.

Regards
Ron

Ronald Reddick
CTO
Cell C

 

[mith]

@ronbo4gs ....wow, I am impressed...good to see a company keeping its clients in the loop. Loving using the data sim on my phone....

I have two questions....
Firstly any chance of getting a Cell C rep on the forums to respond to queries....the old rep has disappeared.
Secondly I am thinking of buying another 24gb data card, would like a dual SIM option so I can use it for a laptop and a tablet, so both devices can connect to the net simultaneously using data from the 2gb monthly allocation ....is this possible?

Appreciate the good work. Thank You

 

[Park@82]

Thanks for the update Ron. I know this is probably not the right thread to discuss this but: Is Cell C going to add a web portal so we can monitor our data usage? http://mybroadband.co.za/vb/showthread.php/296549-Cell-C-Online-Account-Info

 

[ronbo4GS]

Hi All,
First off, thanks for the understanding, I use our data service from my flat and when it does not work as expected I notice, so I feel the pain as well.
As to the forums I did not realize we had lost the Cell C Technical Rep support, I will address this in the morning with my team to ensure we keep coverage on the forum. I will also monitor and keep in closer contact as well.

Dual Sim I know has been asked about several times, we are looking in to this, it does pose several challenges as to configuration in the USC (The database that keep the subscriber information in regards to the SIM) and also the correct information flow back to either the IN or Post Paid billing system to manage the account. It is doable, but I dare not say more with out getting my Marketing team upset on stealing the thunder. But it is a very good idea.....

The Web Portal is coming, timeline I cannot comment on, but will leave that as soon. As to the monitoring of account usage, would a daily SMS with amount used and amount left be helpful? That may be something we could do quite quickly if everyone thinks that would be a benefit.

Regards
Ron

Ronald Reddick
CTO
Cell C

 

[Cage Rattler]

A daily SMS and/or a daily email would be helpful to monitor data balances. For those of us without a cell phone handy, the email notification would be very useful.

Many thanks

 

[ronbo4GS]

We can send the SMS to the Dongle itself, it has a facility for messages on the connection screen.

I will speak with Marketing and get some ideas going, SMS is easy, the email would be a little harder as we would need a way for you to give us the email address and link it to the account of the SIM for the data usage, long term is possible, but not a quick win to help you all out now.

Ron

Ronald Reddick
CTO
Cell C

 

[Jola]

My reception in Umhlanga seems to be OK again this evening, so the issue may have been resolved !!! Thanks !

 

[ronbo4GS]

All,

Keep this thread updated over the next few days on if it is stable and performance is back to normal. As I said, we are going to do extensive testing across the region over the next few days. Everyone's feedback will help in case we missed one site or if we have any other side issues in certain areas that we also need to address.

Thanks
Ron

Ronald Reddick
CTO
Cell C

 

[CAPS LOCK]

Thanx for the feedback Mr Wooooosh CTO....keep it up, good to hear honesty.... great service from Cell C, so far....

 

[Tun@]

Input greatly appreciated thanks Ron,
I was having problems since yesterday in Durban (North Beach) but the network seems to be normal again now.

While your here if its possible to raise a couple of points.
On the Cell C website
1) the win 7 drivers are older than what comes originally with the dash - Can Hauwei not provide newer? See here - http://mybroadband.co.za/vb/showthread.php/300625-Cell-C-Rep-Win7-Drivers

2) the Cell C dash - people can't select "WCDMA only" which helps get them off being stuck on edge speeds.
Whats been put on the drivers page for download,i can't see how those files correct the issue.
Once again can Hauwei not provide a proper fix?
For Cell C tech's to fix it themselves the instructions are what has been striked-out here http://mybroadband.co.za/vb/showthr...MA-only-quot?p=5163297&viewfull=1#post5163297
Their more than welcome to officialise the fix that's already been applied if they wish.

Once again thanks, i think this is the first time we've seen some real input here other than copy & pasted email addresses for contacting Cell C

 

[ronbo4GS]

Hi Tun@

The windows drivers are in deed older then what is shipped, we discovered an issue with Windows 7 and the older driver deals with the new OS better. The other upside is it also lets you select WCDMA only as an option so that it will not let you drop to edge when on boarder line coverage locations. The way the radio's work is once the other cell site signal is about -15 db stronger then your current serving cell it will switch to the stronger one, even if that only offers Edge.

As to updated drivers, we have been working with a 3rd party company on a cool, new driver set. This will be out very very soon and I will post the info here. They will be available from the website for download.

Regards
Ron

Ronald Reddick
CTO
Cell C

 

[steve-rsa]

Hi Ron,

Well done for coming on here to address issues.

When will Tower 21029 get anthing upwards of EDGE coverage only? Beeing at Lanseria Airport, with all the business people and tourists going through there, it seems you are missing out on a huge opportunity to advertise the speed.

Cheers,
Steve

 

[gifs]

My speeds have definitely improved and is more consistent the last day or two.

 

[gifs]

We can send the SMS to the Dongle itself, it has a facility for messages on the connection screen.

I will speak with Marketing and get some ideas going, SMS is easy, the email would be a little harder as we would need a way for you to give us the email address and link it to the account of the SIM for the data usage, long term is possible, but not a quick win to help you all out now.

Ron

Ronald Reddick
CTO
Cell C

The data balance issue is specifically with users connecting the dongle to a 3g router. You are then not able to easily check the balance using USSD or SMS as you are not using the cellc connection software.

 

[Jola]

The data balance issue is specifically with users connecting the dongle to a 3g router. You are then not able to easily check the balance using USSD or SMS as you are not using the cellc connection software.

Exactly ! My E585 Mifi router supports SMS, but most of them support neither SMS nor USSD.