Neotel Problems

M

mschek

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Apr 15, 2009
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Hi Everyone,

I'm posting this thread so that I hopefully get some support from Neotel. I've been struggling over a week now to get any feedback from Neotel on the issues I'm having.

My first issue is that they have billed me way more than they should have and I've been waiting for over a week to receive feedback on this. Any emails that I send to [email protected] or [email protected] just get ignored. Also I was dealing with two neotel agents over the phone and they just ignored my emails when I asked for feedback on how the issue was doing.

My second issue is that my neotel speed has just GONE SUPER SLOW for a week now. IT IS UNUSABLE and I'm supposed to be in a excellent network area. It drops about 30 times a day and I rely on it for my work. I get a measly 10kb/s download with 1200ms latency which is ridiculous - they advertised that I should get between 400kb/s and 900kb/s on avg. When I asked the one rep to help me with this she said I should send her 3 speed tests and after that she just started ignoring my emails when I asked for feedback on what they were going to do about it.

If neotel don't sort out this issue very soon I'm going to change service providers. This is really bad on their part and I'm really fedup. They don't provide in internet speed, customer service or billing properly. All they can do is take too much of my money for absolutely no service. I'm so sorry I left Iburst. (My internet just dropped again while I was writing this mail)

My neotel account number is: R000095392 and my cell number is 0747300853

Regards,
Mike
 
Firstly it is a common issue among other neotel uses about the fact that they bill you way over what youve actually used.(Apparently theyr working on this issue)
Secondly the reason you may be experiencing low speeds is due to neotel experiencing network degration which according to them is due to a influx of customers(likwise they are apparently working on this issue)
 
No I don't think it's the speed degradation issue. I think it has something to do with a tower being down or something. I used to always have a "green" signal but since last week thursday it changed to "dark orange". So i think its to do with that.
 
And they should also work on their call center actually doing their jobs. They just escalate it apparently to some department and you never hear about it again
 
Well neotel are experiencing alot of problems with network etc but I think you should give them another month before you decide to switch ISPs
 
Looks like they fixed my signal issue :) Hold thumbs it stays that way. Now just the billing issue...
 
The issue regarding billing has been fixed and closed; however I have the billing manager looking into your invoices / account.
 
Thanks. Can you please send me the new invoice on the outstanding amount to my email address?
 
Just to make sure I was billed for february when I only started using the neoflex in March. The prime package I didn't order and I was also changed for the device fee. Therefore its about R500 that you overbilled me.
 
Hope neotel can sort out your problem
they seem to have good intentions
 
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