Non-existent Neotel Support

O

orin76

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I'm still unable to use my Neotel device at all (see http://mybroadband.co.za/vb/showthread.php?p=2562101). Even though my original IMSI mismatch problem was resolved on Wednesday, it seems that my IMSI number no longer matches Neotel's system...AGAIN!! Since Thursday, I have made at least 5 calls to the Neotel help desk and I all I get is promises that I'll be contacted by the mysterious technical department.

The last time I spoke to a member of Neotel's technical team (thanks purely to the Noetel rep's intervention and not my repeated calls to the call center), my problem was mostly resolved within a few minutes. I was told my device would be replaced if the problem persisted. I've been trying to get someone at Neotel to agree to replace my device since then without success. Attempts to speak directly to the techies instead of playing broken telephone with the call center have proven usuccessful.

I now have to wait till Monday before my fault can be looked at by someone who knows what they're doing, but I'm pretty certain when I call again on Monday, I'll get the usual "We'll call you back response" and this support nightmare will get worse before it gets better...if it gets better.

In another thread, I gave Neotel 3 weeks to restore decent service or I would cancell. Neotel, you have until March 16 to get your house in order. Wake up!!!!!!
 
orin76, please send Neotel a PM with a link to this thread.
I'm sure he will see it, but just incase...

The new rep has been amazing (I'm sure you have seen that yourself) so give this guy a chance please before you rip his head off and shyte down his throat ;)
 
Last edited:
orin76,

I attempted to secure an engineer to solve your problem by coming to your premises before Monday, unfortunately I could not secure one. I know the problem is not with your device - but was hoping I could arrange for you to get internet access until the problem is resolved.

Please bear with me.
 
Last edited:
Neotel said:
orin76,

I attempted to secure an engineer to solve your problem by coming to your premises before Monday, unfortunately I could not secure one. I know the problem is not with your device - but was hoping I could arrange for you to get internet access until the problem is resolved.

Please bear with me.
Click to expand...

Thanks.
 
gdiza said:
orin76, please send Neotel a PM with a link to this thread.
I'm sure he will see it, but just incase...

The new rep has been amazing (I'm sure you have seen that yourself) so give this guy a chance please before you rip his head off and shyte down his throat ;)
Click to expand...

I've actually been quite impressed with the Neotel rep. My problem with Neotel support is that the only time I get any kind of acknowlegement or response regarding any problems I have is when I contact the Neotel rep. What about all those people out there who aren't on MyBB?

I'm really glad we have a competent rep to help us, but that does not change the fact that Neotel's call center processes are not working as they should.
 
Neotel said:
orin76,

I attempted to secure an engineer to solve your problem by coming to your premises before Monday, unfortunately I could not secure one. I know the problem is not with your device - but was hoping I could arrange for you to get internet access until the problem is resolved.

Please bear with me.
Click to expand...

Just an update. I went into Neotel head office today to get a new device. There were no network guys available and we couldn't get the new device working. Bonga was a great help and he arranged for a network person to look at the problem at a later stage.

Currently I can connect to the internet (although speeds and latency suck), but voice is still not working. According to Bonga, there is a problem on the Neotel network that has caused problems with all new sign ups today.
 
I am tracking your ticket - so be sure this will be resolved!
 
orin,

What was the number you received (you should have received your existing number).
 
Another update. Got a call from Neotel this morning telling that everything should be working now. I can confirm that both my internet and voice connections are working.

Thanks again to the Neotel rep.
 
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