TAKING ACTION AGAINST NEOTEL

Midrand, Neotel Prime (5Gigs), External aerial from Poynting(sp?), connected mid December 2009.

Issues:
1) Persistent disconnects. When this starts to happen, a reboot of the machine making the connection can help, but often the only solution is to turn the device off, unplug the battery, and then restart. Something in it's firmware goes for a loop at odd intervals.
2) Very variable speeds. I have (late at night) had up to 2.1 mbits download, but during the day it averages out at just over 800kb - 1 mb.
3) Poor latency - 300-500 milliseconds.
4) Frequent periods when DNS seems not to work. It is not a connection issue as I can ping any server in the world, I just can't ping it by name.
5) Appalling service: It took me over three weeks to get my ports unblocked. I have yet to be able to dial international over the phone: It is barred, even though Neotel took an extra R500.00 deposit from my account in early January to cover the cost of international dialling?

General dissatisfactions:

1) The phone device and an internet connection cannot be used concurrently: If voice is used, any persistent tcp connection (like telnet) drops. This is a problem for me, I frequently telnet into the office (or telecommute), and the phone ringing is a signal that I'm once again losing connection.
2) The device does not work well with linux, it does work, sort-of, but any dropped connection with linux trying to re-dial, causes a "black screen of death" on the device. The only option is to unplug everything, take out the battery and then restart the whole shooting match. I have temporarily given up on this and am using a windows Winroute machine to drive the device. (not ideal!!!)
3) Upload speeds are terrible, a 56k dial up offers better upload bandwidth. This is an issue when trying to send an URGENT 5 or 6 meg email.
4) To use this as a "Land Line" in either a small business or even a big house is not practical. In my house I had the device upstairs next to the PC's, but I couldn't even hear the thing ringing downstairs. There is no way to add "extensions" for a bigger availability of the phone service. I have now done the effort of ether-net cabling, a separate server, and etc. so that I can have the phone device downstairs and still use the internet. Again not ideal, especially when the device crawls up its own alimentary canal and requires a reboot. (I have yet to be able to SSH / VNC / Anything into the device itself).
 
MaxST said:
I have tried twice for neotel's customer service to unlock my ports on the account so I can use port forwarding and host a voice chat server, this has also not been done, not that it matters because I cant play online games with a 60kbps line speed.

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Click to expand...

Odd, i havent seen a mail from you requesting ports to be opened, and several users on here that sent me a direct mail got the ports opened within 24hrs.......
Keep wondering if everyone does actually read the posts throuroughly on here....

Hugo
 
Service, what service!

I am involved in designing, developing and managing web sites. In the 5 months that I have been with Neotel, I have had endless problems with connectivity. I get thrown off and have to log on again, or it simply stops. And insult to injury, I get overcharged. The situation is so bad, that I am now having to look for a job, as I am no longer able to support my self working for myself. With out a permanent connection, I cannot meet deadlines and whilst anyone with a telkom dialup can get the job done!

I complained to the call centre - big joke. Only after the "Noise" department came a accross my blog, did something eventually happen except that when I logedg a fault in November about getting thrown off the Internet it took until January before a tech comes and blames the modem and a corrupt profile. The profile gets fixed and a week later still no new phone. Then another tech comes out and plays nicely and announces that there is nothing wrong with my modem or my connection. Neotel has oversupplied!

That is in my opinion Fraud. They are happy to take my money and not give me 100% of what I have paid for.

So nail them to the wall!

Michael Vella
074 172 1845
 
The whole wireless broadband ecosystem should be under investigation in SA. Due to the nature of wireless broadband technology it's easy to offer and hide behind technical excuses. I've lived and worked in various areas Gauteng and Cape Town over the last decade and I've never reliably experienced the speeds/stability claimed/advertised by the networks. There's always a reason at hand for poorer than advertised signal quality and the consumer have to accept the technical answers provided. To argue is very difficult as it requires an in-depth understanding of the technologies involved and how they are applied in every case. Consumers stand no chance and must rely on the goodwill and integrity of the network. This is not just a Neotel phenomenon.
 
You think conectivity is bad try doing a device swop ! I've logged a swop on the 6th of January 2010 and they still haven't swopped it out those bastards still expect me to pay for january though ! Then they phone me and tell me they don't have stock and then the next day skynet calls me and says they gonna deilver my modem ! What balls ! I'm still waiting for it ! The ironic part I work for altech autopage, I've spoken to the retail channel manager of neotel about this problem even she dosen't give a F ! Coz she hasen't even replied yet !
 
How many more times do i n eed to mention this and people need to read posts on ALL threads

[email protected]

Instead of complaining on here for all times, try read the posts to see that there is willingfull asistance offered here.

Hugo
 
Maybe you should start talking to people about them fixing your helpdesk....
Then some of the aggro will probably dissapear.
 
Gary Waterworth said:
Maybe you should start talking to people about them fixing your helpdesk....
Then some of the aggro will probably dissapear.
Click to expand...

Very true.
All process flows and TAT's have been signed off and we are implementing end of Feb first week March.
Watch the sudden change in service delivery from the call centre then.

Major change.

Hugo
 
So tell me oh Hugo ! How is reading every thread going to help me get the idiots at your company make a device swop get done faster and make you incompotent company from billing for january eventhough I didn't have a modem ! I'm definetely not recommending customers to take neotel !
 
hmmmm..... hmmmmmmmmmmmmmmm ............................................ hmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmm .................................................................................
A second line of contact could immerse itself between all the mist!

Hugo
 
Neotel Suck!

Neotel make dealing with Telkom a walk in the park.

Upload and download speeds of 0.01kbps!!! After reporting it over 30 times, I finally get a phone call FOUR months later asking if the problem was been resolved. If I hadn't changed to iBurst my business would have been resolved.

After cancelling Neotel Prime and downgrading to Neotel Lite, I have yet to receive a statement despite requesting statements for more than 4 months. But Neotel doesn't forget the debit order now do they!

As soon as Telkom have put lines in my area I will be cancelling the Neotel Lite and Telkom is bad, so you know how bad Neotel is. I'm more than tired of having to make 5 calls just to complete 1 conversation because of continually being cut off.

Also tired of my clients phoning me on my mobile to tell me that the land line ie. Neotel is giving a message to say my number doesn't exist!!

After more than a year of having to deal with Neotel, they could give me their service for free and I'd still say NO!
 
Neotel said:
hmmmm..... hmmmmmmmmmmmmmmm ............................................ hmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmmm .................................................................................
A second line of contact could immerse itself between all the mist!

Hugo
Click to expand...

[email protected]

Try mail me, it might just work....

Hugo
 
Twinkler said:
Neotel make dealing with Telkom a walk in the park.



Also tired of my clients phoning me on my mobile to tell me that the land line ie. Neotel is giving a message to say my number doesn't exist!!

After more than a year of having to deal with Neotel, they could give me their service for free and I'd still say NO!
Click to expand...


The problem believe it or not exists on the mobile operator networks side, be it Vodacom, Cell C or MTN. Mail me the details and locations where this message does occur - and dont say all over, its specific to BTS's (towers).

Hugo
 
Action against Neotel

Yes Leoni Kok
This will be a good thing as I'm a costumer that battles to get something out of them and I'm considering to go to telkom for internet access this might be a little more expensive but the service is more guaranteed.

Leoni if you want more data in respect of Neotel complains you must go to hellopeter or even blog's on this site you will be shocked in how many people are unhappy with neotel's service:twisted:
yes I know I should have don my home work before I signed up with neotel but they where excellent when I first started the download speeds where great but after Neotel optimized there network my download speed changed from great to nothing and now I'm sick of fighting I rather go to Telkom I think I will be more happy there

SA-Kaaskop
 
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@Hugo
Neoflex service went down again last nite here and bad today.
I'm not going to email you again - you have my details, my tower etc, please just investigate why the constant issues.
At the momnet today it is too erratic to work with, so have to connect with lite.
It is a bit of a joke that the neoflex is down so one has to use lite as a backup.:mad:
 
Yuna Monos, are you still alive?

Did Neotel assassinate you, since you haven't signed on mybroadband since 26-01-2010.

Or are you another clever idea implemented by Neotel to keep us hopeful for a little while longer, so that they can milk us further?

If you are still out there fighting the good fight, an update will be appreciated...cause I'm losing faith here...

@ Neotel

September is coming closer, your time is running out and another source of income for you will dry up...
 
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Neotel said:
The problem believe it or not exists on the mobile operator networks side, be it Vodacom, Cell C or MTN. Mail me the details and locations where this message does occur - and dont say all over, its specific to BTS's (towers).

Hugo
Click to expand...

If the problem is with the mobile operator networks, how come clients phoning off Telkom landlines are having this problem? They're not using their cellphones, so please don't try and shift the blame. I am referring to calls to and from Telkom lines. If you read my message again you'll see that clients have to resort to the expensive route and phone on my cellphone because when they phone my Neotel number they are played a recording stating the number doesn't exist. They are not phoning off their cellphones!

How many times do I have to request a statement from Neotel?? Don't you think after 6 requests I should be receiving a statement by now? Surely emailing or posting a client a statement is an automatic process and the client shouldn't have to beg and plead for one??
 
Twinkler said:
If the problem is with the mobile operator networks, how come clients phoning off Telkom landlines are having this problem? They're not using their cellphones, so please don't try and shift the blame. I am referring to calls to and from Telkom lines. If you read my message again you'll see that clients have to resort to the expensive route and phone on my cellphone because when they phone my Neotel number they are played a recording stating the number doesn't exist. They are not phoning off their cellphones!

How many times do I have to request a statement from Neotel?? Don't you think after 6 requests I should be receiving a statement by now? Surely emailing or posting a client a statement is an automatic process and the client shouldn't have to beg and plead for one??
Click to expand...

I'm taking a guess here, but it seems Neotel is using the mobile operator's towers for their own network.
That will also explain why they are congested. I have never seen a stand alone Neotel tower...

So to guess an answer, It's not the people who phones you, It's you receiving the call on the mobile tower...
 
Hi Hugo

You tell us to mail you but don't get back to us. I still haven't herd anything about the email I sent you and it's been roughly a week. o.O
 
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