So I'm Cancelling Neotel!

LabAnimal

LabAnimal

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So on Monday: I called Telkom, Applied for a standard line with Closer 2 Package. As someone on the forum said, they will waver the installation charge. (They did by the looks of it - total cost per month for line and closer 2 package R170)

Then I called Neotel, and they gave me a reference number and a choice to pay off the device (R40x months remaining) or pay it one shot (the quicker the better i guess!) and then said I should write a Cancellation letter with the reference number, and mail it to [email protected]... They have written back stating that they have escalated my "Query" to the terminations desk... Still waiting to hear from them...

I wrote in the cancellation that I'm cancelling because I'm unhappy with the million disconnections per day and sloppy speeds!

Quite surprised, Telkom called me yesterday from Capetown to make arrangements for Thursday, however today they called again and explained that they won't make it, but can be here on Friday morning! - not bad, but the proof is in the pudding!...

So now... I will apply for DSL Self install, possibly cancel the Closer package once they've installed my line, and arrange to have my uncapped DSL account enabled by the end of the month.

However, I'm wondering If I should place a stop order on Neotel because I just do not trust them!... (no specific reason, perhaps just something I may have read somewhere on the forums that Neotel can be difficult... not sure)

Anybody's 2c worth?



Honestly, I'm sick and tired of how often the device disconnects even in the middle of downloads!, even the Dialing rules sometimes gets confused on Win7 and waits for me to tell it to re-connect even tho I've set it up to auto dial if no connection, never prompt, and never disconnect... I honestly look forward that my Netgear will do the work for me!
 
Well I'm keeping Neotel for my phonecalls as I've never had any issues - for internet the Prime device is much to desire. I'm sticking it out for a few months before I decide.
 
Looks like the only way I can get a bit of stability in my connection is to put the little USB modem on an extension cord, tie a string from the corner of the balcony and "hang" the USB kinda mid-air like in the centre of the room.

If the USB is too close to any concrete or brick the signal is screwed, and just dare come too close with human electro-magnetic interference !!!

That way I get about a 65% increase in speed to 72Kbps (still a moerse way off the 3Mbps claimed as max capacity.) At least I don't drop as often any more either.
 
apogeeza said:
Looks like the only way I can get a bit of stability in my connection is to put the little USB modem on an extension cord, tie a string from the corner of the balcony and "hang" the USB kinda mid-air like in the centre of the room.

If the USB is too close to any concrete or brick the signal is screwed, and just dare come too close with human electro-magnetic interference !!!

That way I get about a 65% increase in speed to 72Kbps (still a moerse way off the 3Mbps claimed as max capacity.) At least I don't drop as often any more either.
Click to expand...

Its shocking that anybody has to resort to these kind of measures to get any speed at all! I've got brilliant signal, I don't need an extra antennae, yet my device drops connection like every 15 - 30 minutes (if you're luckly an hour!) If it wasn't for torrents or Orbit Downloader, I'd be screwed on http downloads!
 
It is a very sad day when people have to start going to these extremes to solve their problems. Even worse that they have to use a third party forum to get assistance and their voices heard. Quite sad...
 
Seems some they win and others they lose. Friends in Durban have battled along for way too long with Telkom and went over to Neotel. So far they say things are good.
 
well - Mct - the speeds on the lite service is okay 60% of the time. They throttle p2p to death. on my 384k I polished about 110gigs per month. Since Neotel Lite is more or less half the speed, I would expect around 60gigs... I have NEVER been able to do more than 25 / 30gigs!

Besides that, Its forever disconnecting no matter how good the connection! November I've had about 3 or 4 times where I had no connectivity for hours on end!... and no less, the signal still reported FULL!.

The service even for Lite is just too unreliable, and considering the cost vs DSL cost on uncapped... you get faster on DSL, for just a little more, plus the uncapped packages are looking way more attractive than Neotel these days!

So... for me, bu-bye neo$h1T!
 
@ LabAnimal, like I said, sadly you're the unlucky one :(

Sorry, dude!
 
LabAnimal said:
However, I'm wondering If I should place a stop order on Neotel because I just do not trust them!... (no specific reason, perhaps just something I may have read somewhere on the forums that Neotel can be difficult... not sure)

Anybody's 2c worth?
Click to expand...

I would recommend the stop order, generally it costs about R30, but trust me, your sanity is worth it.
 
Labanimal

Sadly it doesn't make sense to have to go to a third party site to seek help, but anyway, if you havent had any luck getting feedback, be sure to drop us a mail ([email protected]) and we'll push it further.

Hugo
 
Thanks Hugo!

If I don't hear from the terminations desk by monday, I'll make use of your suggestion.

Please don't misunderstand my frustration as I also work for a company where you can work and help customers to the best of your ability, and some numb-nut somewhere else in the organization ruins the company reputation, only for another client to come scream and shout at you even tho you were not directly responsible!... So yes, I do understand, you're here to help, keep Neotel in a good light, and keep your head high even tho you're often in the firing line from customers!.

Even thou we come to a third party site to express ourselves and our frustration, this forum can show other customers if they have similar problems, and often trouble shoot issues especially for advanced users! There's nothing more frustrating to call a help desk only to be treated like you don't know your way around any given piece of software!

Anyway, my 2c worth!

T.
 
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Hey LabAnimal, I'm sad to see that you've encountered such bad internet service. I've enjoyed it, with some discomfort, and clocked the gigs since Feb. I suppose line of sight as well as concrete plays an important role :(. I've also had my fair share of hassles with wireless i.e. Sentech & iBurst. Not too much grief from Neotel, but I'll happily jump to Telkom should this boat rock too much.

Uncapped ADSL @ 384k throttled with true uncapped from 8pm-8am on a 4meg line will set you back a bit, much more than what I'm paying @ nine clips!!! Suggest you weigh your options a bit mate.

Cheers :)
 
I have line of sight, I have a damn strong signal and still have hassels!. I never exceed 30gigs per month when I used to clock 90 - 110gigs on 384k dsl, so I expect atleast 60gigs on the lite service - which I just can't get to!

as I said before, I've had hours of downtime atleast 3 or 4 times in November alone!

disconnection every 30minutes to an hour (touch wood today there has been very few) - really... enough is enough!
 
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Well then I support your decision, I'll would've never waited as long as you did.

Cancel, better to pay more for a reliable service than to have grief with cheaper, all the luck LabAnimal :)
 
@ Neotel Rep:

Hugo

Even tho i've been extremely disappointed with the overall performance, and the way Neotel initially handled my cancellation... I do apologize for slightly loosing my cool the other day on the forum (not that I actually threw more than one toy!)

It is what it is, and I know you, and Neotel as a company, have a HUGE task ahead of you to sort all these issues out! - So, I think my frustration as a customer is justified to an extent!... However...

Today, what did impress me about Neotel: Got a call from someone... Couldn't hear as the line quality wasn't so great... The guy called to ask why I'm canceling... He then told me that my debit will go off as usual R469 at the end of the month as my final payment, and that I should keep the handset ready as Neotel will make an appointment in the new year to come collect the Device, and waver the device charge I had left to pay. (R40x12 I think)

It immensely impresses me when a company communicates with its customers, and keep them informed!, and by this gesture from Neotel, shows me that Neotel is aware of the issues, and willing to compromise (even tho they've lost a customer!)... I think we all know if this was the other way around and it was Telkom, you'd be applying the 100th layer of KY by now!

Hugo, I know you're here to help make a difference besides people bitching and moaning, but none the less its more than Telkom does! and Yes, Its appreciated!

All that said, and I've said this before - If neotel can fix all these issues to retain customers and bring compelling products to market with good speeds... I may one day make use of Neotel again.
 
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