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NEOTEL CDMA network down since Thursday - Whats going on?

Joined
Jan 12, 2013
Messages
2,018
#1
I use a Mifi dongle on the Neotel CDMA network at home.
The service has been broken since Thursday night (8pm).
Upload and download streams are interrupted and there is a long (1 minute) lag between page requests and page loading (that's if the pages dont hang half way through loading).

My speeds have dwindled over the last four months, where I'm now only receiving 250k download speeds at most. I may as well go back to dialup at this rate. This is the last straw!!!!


I called Neotel on many occasions this weekend and was just cut off.
I asked what's happening on their fb page and they deleted my question and banned me from posting again. They are systematically deleting negative comments from hundreds of similarly aggrieved customers. They dont even acknowledge the country-wide issue on their fb page, instead they posted a propaganda inforgraphic today bragging about their 99.99% up-time. Seriously?

What the &$## is going on at Neotel?
I have also notice on their website that most of their modems and phones are out of stock.

Are they bankrupt and unable to keep the lights on?
 
Last edited:

Segg

Expert Member
Joined
Feb 25, 2012
Messages
3,052
#2
Had a very short outage of their LTE on Friday, but it literally lasted 5 minutes, other than that the service has been incredibly reliable
 

Rishalin

Senior Member
Joined
Oct 6, 2008
Messages
718
#3
Lte down in benoni since Friday. Really frustrating now. Anyone know what the CPA says about situations like this?
 

Kidkaroo

Senior Member
Joined
May 28, 2011
Messages
636
#4
Their CDMA network is experiencing problems throughout the country, and yet they can't be bothered to post an explanation on their site or on their FB page, and Neotel's call centre is just plain scary.
 
Joined
Mar 8, 2013
Messages
21
#5
Good day,
Neotel has identified the cause of the problem and is working closely with its partners to find a speedy solution. We are sorry for any inconvenience this may be causing
 

Kidkaroo

Senior Member
Joined
May 28, 2011
Messages
636
#6
Good day,
Neotel has identified the cause of the problem and is working closely with its partners to find a speedy solution. We are sorry for any inconvenience this may be causing
This exact message has been on Neotel's facebook page for several days, and yet we still have no internet!
 

Djbfinchmaster

Active Member
Joined
Dec 1, 2013
Messages
57
#7
Both my CDMA 2000 mifi devices are down since 31 Jul.

* Logged two email complaints - obviously no reply (other than the automated thanks for your inquiry)
* Called Neotel and answer machine says sorry for the down time on CDMA were are aware of it...

I have my ref # (and 2 sent emails for what it is worth). Neotel's not delivering the service I paid for, so hope they are at least going to refund pro-rata for down time (not to mention the inconvenience), else I am out of here. Likely, I am on a month-to-month contract, so Neotel be careful with your next step...
 

Kidkaroo

Senior Member
Joined
May 28, 2011
Messages
636
#10
I've been in contact with ICASA, as well as several media outlets specialising in Tech, asking if they were aware of the problem with Neotel. I've yet to receive a response from anyone.
 

Djbfinchmaster

Active Member
Joined
Dec 1, 2013
Messages
57
#11
Low and behold, I received an email reply on one of my queries. Still does not say what went wrong and how long will the issue persist. I also like his answer to a pro-rata refund or credit: "No -since it effects everybody" - I do not understand what does it matter if it effects me only or our neighbourhood or nationally.

"Query Type: Technical query
Reference Number: FCR_796839643

Please accept our apology for the inconvenience caused during this outage.

Kindly be advised we are experiencing browsing issues with our CDMA services. We have our Networks team working around the clock to ensure resolution to the outage, we however do not have a turnaround time on the resolution of the issue. The outage has been prioritized by all stakes holders as we know what the impact is.

Please be advised we do not credit or refund service outages as the issue has affected all Neotel CDMA customer.

Please revert back to us should you still have any queries."
 

Djbfinchmaster

Active Member
Joined
Dec 1, 2013
Messages
57
#13
I am lucky I stay quite close to a base station so I get full signal strength. And speedstests depend on highly on time of day but usually get somewhere between 1-2Mbps for download and much less for upload. According to neotel 3Mbps is the max - limited both by the network and my modem.

Prices depend on what modem/ router / device you select and obiously the databundle. I paid cash for my Huawei Mifi modems so that I dont have to go into a 12 or 24 month contract. But contract prices are pretty clear on their website.
"
Monthly Cost: R129 p/m for 24 months or R159 p/m for 12 months

NeoFlex MIFI 10 GB


OR

Monthly Cost: R179 p/m for 24 months or R209 p/m for 12 months

NeoFlex MIFI 15 GB
"
 

Kidkaroo

Senior Member
Joined
May 28, 2011
Messages
636
#16
Days after being assured that the problem with Neotel's CDMA network had been sorted, I'm still getting speeds of 98 kbps (0.10 Mbps) 2016-08-17_174041.jpg
 
Joined
Dec 1, 2013
Messages
57
#19
Same issue here in Somerset West!

I gave up last month, cancelled one of my two CDMA contracts. Will probably cancel second one too if for some miracle the network reliability and throughput does not improve.

Ps - good luck trying to cancel anything Neotel. I will save you some time process copied below:

"
Our termination process is as follows:

You may terminate the agreement in respect of a particular service upon submitting 20(twenty) business days written notice to Neotel. Please note that your notice period is effective from the date we receive your written notice to terminate your services.

The request can be submitted via e-mail to csretentions@neotel.co.za or alternatively you can fax the request to 0865137566.

Kindly indicate the services you wish to terminate and the reason for terminating the services.
"
 
Joined
Dec 1, 2013
Messages
57
#20
I am not a heavy data user (between 20-30GB per month) but currently struggle to use 5 of my 15GB per month on neotel CDMA.

Already bought the CellC LTE 200GB valid for a year package (think it was R1600). Paying roughly the same per GB as neotel CDMA but way better speeds.

Netflix haven't buffered once in the past month on LTE, even between 18h and 20h peak times!

Bye neotel, I enjoyed the 2-3 years being your customer but now it is time to move on.
 
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