Mobile operators to explain complaints

[sand_man]

I made 9 calls on my cell phone today and everyone of them ended prematurely... Unacceptable...

 

[marine1]

I think we are missing the point here.

We the customers who spend money on the network and are supposed to be getting a service are getting but instead we are getting the shaft from the big business once again.
We should be therefore entitled to a refund if we are getting sub standard service which is what we are getting.
You can come with your company propaganda with numbers that actually mean nothing to the average person on the network.

Again - directed at the networks, not anyone in particular as its not just one company, its all of them.

I dont give a damn what they have to say, fix it or refund the consumer.
Only in this country do we accept such sh!!t service.

Funny how if you dont pay your bill they will cut you off and probably sue you for all you have but when they dont perform, thats ok.

 

[elysian]

As this forum likes to point out so often, the network operators make a lot of money by providing voice and data services.

So it stands to reason that the networks will do their utmost to make sure you can make a call or eat up your data bundle as quickly as possible. If you can't, there is a direct revenue loss.

huh? What about those with contracts and bundles? I pay Rx.xx amount each month, whether I make a call or not. The less I call the better for the networks. I do see your point as valid in many instances, but don't make sweeping statements and generalisations.

 

[daveza]

Thank you Marine1.

If there were more like you ( us in this case ) providers would have to pull their finger out their ass or go to the wall as they deserve.

 

[vodacom3g]

huh? What about those with contracts and bundles? I pay Rx.xx amount each month, whether I make a call or not. The less I call the better for the networks. I do see your point as valid in many instances, but don't make sweeping statements and generalisations.

Remember it's not just you who use the towers. Contract subscribers are actually in the minority, so while your point could be valid for your own specific case, there are many more other users who would not be able to call and thus constitute a loss to the network.

@marine1 and daveza, I fully agree with you. If the network is broken, it should be fixed. But we can only know about your problems if you tell us about it.

So, report any problem. In detail. If you don't feel like phoning 155, mail them. But only if you report what you see, can it be addressed.

The better the network performs, the better it's for all of us. You get the service and VC does not get beaten up.

 

[daveza]

Are you seriously suggesting phoning/mailing MTN, Vodacom or Cell-C every time we drop a call or have an undelivered SMS ?

They are very aware of what's going on down there yet still insist there's no problem.

If Icasa can't get them to come clean what chance do us minions have.

Like every other business in SA they will only do something when they get hit in the wallet and as pointed out they make sure we still pay for poor service.

 

[Sackboy]

24month contracts. They don't need to supply service they can still get the bucks in. Think about it

The Consumer Protection bill was supposed to address that, but the networks bleated like lost sheep until they took it out of the rules (allegedly).

 

[vodacom3g]

Are you seriously suggesting phoning/mailing MTN, Vodacom or Cell-C every time we drop a call or have an undelivered SMS ?

They are very aware of what's going on down there yet still insist there's no problem.

If Icasa can't get them to come clean what chance do us minions have.

Like every other business in SA they will only do something when they get hit in the wallet and as pointed out they make sure we still pay for poor service.

That's why I say drop a mail. It's quick and simple, is a shoot and forget process and you can do it at your own convenience. I can't speak for the other networks but on VC every call that is logged goes into the system and these calls are analysed for trends that can help improve the network.

I know you won't believe me, but I see the network performance stats and there just is no real change in the trends. I'm not saying there are no problems but I am saying that the ones that are there are can be localised. And the more you report them, the quicker we can respond to them.

 

[Mike43110]

Responses from vodacom, why not MTN or cellc?

V3G I applaud the fact that you make comments on this forum and try to help. It may not be what we all want, but at least SOMETHING is happening!
I am new to this forum so i wouldn't know if there is a TMN or cellc rep here and if not why not?
I just hope this gets sorted soon, network congesion is hateful in PE at the moment!

 

[vodacom3g]

V3G I applaud the fact that you make comments on this forum and try to help. It may not be what we all want, but at least SOMETHING is happening!
I am new to this forum so i wouldn't know if there is a TMN or cellc rep here and if not why not?
I just hope this gets sorted soon, network congesion is hateful in PE at the moment!

Thanks Mike. I think one of the big problems that arise when big business (actually any business) don't talk to its customers is that it perpetuates this 'us and them' scenario where consumers and business should be mortal enemies. It also panders to the conspiracy theories forums like this one seem to breed.

Rather, the more everyone understands the relationship is inherently symbiotic and that everyone should work together, the better it becomes for all parties.

Which network are you battling with and if Vodacom, use the template in my sig below to drop me the details via PM and I'll check up what's going on.

 

[apogeeza]

The Consumer Protection bill was supposed to address that, but the networks bleated like lost sheep until they took it out of the rules (allegedly).

Where is a list of all it's proposed provisions?

I did find this ref that divluges some of it's points in English:

http://www.sabinetlaw.co.za/trade-a...ection-legislation-come-full-effect-18-months

In future, businesses will not be able to induce consumers to accept contracts in which the suppliers’ obligations and liabilities are waived.

Somehow the Cell companies will get around this little traffic cone, or simply steam roll over it.

 

[daveza]

As expected - nothing.

Cell network giants down play problems
Rahima Essop | 2 Hours Ago

The Independent Communications Authority of South Africa (ICASA) said on Wednesday it had a better understanding of why consumers were experiencing problems with their cellphone networks in recent weeks.

ICASA met with cellphone service providers - MTN, Vodacom and Cell C - independently on Wednesday to discuss an apparent increase in dropped calls and delayed text messages.

Hundreds of complaints have been lodged with the operators in recent weeks. An investigation was launched to determine why so many people were affected.

Last week, a delay in over half a million sms’s resulted in the wrong person being announced as the winner of M-Net’s reality show Idols.

ICASA described Wednesday’s meeting with the three network giants as constructive.

MTN’s Zolisa Masiza said it told the communications authority it had recently experienced problems with its equipment but that that had since been sorted out.

“We are still looking at the root cause as to why this thing actually arose,” said Masiza.

Vodacom’s Dot Field said only 29 percent of the complaints the company received were network-related issues.

“The Vodacom network is not experiencing any extraordinary issues at present,” said Field.

Meanwhile, Cell C’s Nadia Bulbulia said the operator was committed to ensuring its users receive quality service.

“We have less than one percent of dropped calls on our network,” said Bulbulia.

Well done Icasa - you really nailed this one. What is your definition of ' constructive ' ?

A third of Vodacom's complaints were network related but they are not experiencing any extraordinary issues ?

 

[vodacom3g]

A third of Vodacom's complaints were network related but they are not experiencing any extraordinary issues ?

29% of 10 000 or even 100 000 (as an example) is still a low number if you compare it to the subscriber base.

I guess the real question is if the number of complaints has increased and here the answer is no.

Vodacom is mostly a network, so you'd expect that nearly all complaints received should be network related. So a third is actually low, I'll check what the other 2/3 are. Probably mostly account queries.