Tips on cancelling neotel connection.

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armitage

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Hi there.
Been with Neotel since December 2008 on the Neotel prime uncapped package. Obviously with the new Mweb offer i'm going to cancel my neotel and jump ship back to adsl.

I know I will have to pay the rest of the phone's installments when I cancel. What I would like to know has anyone else a few tips on getting your contract cancelled without all the errors that they seem to be prone to with their accounts division?

From my past experiences their billing section has given me the most hassle from mispricing my type of package, not picking up my eft's and sending notices of non payments when I clearly did pay.

Also. If I cancel now what would be the chances that this could be my last month or would I have to still pay for April?
 
Send them a letter of cancellation, and if you're paying via debit order, stop the payment at the bank every month. If you're paying via EFT, just stop paying. Eventually, they will notice either one of the 2 (cancellation letter, overdue account), and then they will get back to you, and then you can sort things out. It's no use breaking your head trying to get hold of them, and the right department, to cancel their sh|tty overpriced service. Their people are like headless chickens.. running around in chaos not knowing what they are doing or where they are going.

You might want to also send a PM to Hugo, the Neotel rep on these forums. Don't know if it will help much though...

Oh, and cancel ASAP. Don't drag it out any longer. If you CAN go back to ADSL, you should do it immediately. Even if MWeb didn't launch these cheap uncapped packages.
 
Last edited:
*Chants*

Cancel! Cancel! Cancel! Cancel! Cancel! Cancel! Cancel! Cancel! Cancel! Cancel! Cancel! Cancel! Cancel! Cancel! Cancel! Cancel! Cancel! Cancel! Cancel! Cancel!

:D
 
Well I phoned them right after I made this post.
Their Customer service rep informed me that I had to phone accounts to start the cancellation process. When I enquired on the number that the accounts can be found at she told me the same number I phoned. When you do the teleprompts there is no option for accounts. Seems she meant customer service has to be phoned to cancel. Anyways, once that was sorted I asked her to start the termination process. She did so but informed me that I first had to email [email protected] and state my reason for cancellation. After they phone me back(this can apparently take till the end of the month) with regard to the email they will cancel the service.
I have received a reference number and will be phoning them again in a few minutes to ensure they received the email.

Strange that she asked me to state the reason for cancellation but then requires me to still email the [email protected] to begin the cancellation. I would imagine a phone call would be enough if they record it as most companies do.

Oh well. here's hoping.
Luckily I pay upfront for my neotel and do it through EFT, so no hassles with debit order cancellations :)
 
You'd better put in your order for ADSL too in the meantime. I never had any billing issues when I cancelled with Neotel. They still haven't collected the device though, but they're sending a courier to do that by the end of December 2009.
 
Lol @ Rodent-Boy

Hmm, I think I would want to keep the device. Might just use it for a connection at work. :P

Well I used to be on a debit order but they kept on debitting the wrong amounts so I put a stop to that. Was endless hassles getting them to finally match my eft payments on their statements :/

Just phoned them again.
The email address is [email protected] (note the extra 's'). While I was on the line she confirmed that they have received the termination notice and it has been forwarded to their termination dept. I asked for a confirmation that they received the email and she said that the termination dept will confirm the cancellation once they process it. That is not sufficient to my needs for proof of correspondence so hammered on that I need an email from them to confirm the termination notice. Finally got an email to confirm that they have received the notice of termination.

So, just gotta see if they actually cancel my acc before the end of the month :/

re. telkom dsl. That's going to be a little bit interesting. I have to wait until they have installed the telephone line before I can apply to mweb to connect me on dsl.
I can ask telkom to do a dsl installation at the same time as the phone installation but that might just end up costing me another R600 :/
 
I asked Telkom to do DSL at the same time as the phone installation and they wouldn't. I had to wait for the line to be installed before I could ask for DSL.

Neotel didn't give me the option of keeping the device. I cancelled only ten months into the contract (because I moved and the new house had no Neotel coverage), so I had to pay the device rental for the remainder of the period and then they informed me that they were coming to get the device.
 
So wait. you paid for the device but they still came to collect it?
Wonder if they will try that on me.

I own the device not them if I pay the remainder. Last I checked I am not renting the device from them.
 
I noticed in my first invoices how they indicated the remaining amount on my Prime device each month, now the current ones no longer show that value and from their website I know get the impression that the device fee is a continuous TAX!!!

Not that I care as once I've canceled Neotel they can come and fetch the device, hell, I'll even drop it off personally by them - think smashed window express will be the most effective.

I cannot sell the device, and even if I could, is there even a market for it!!!
 
I paid the outstanding rental and they SAID they would come collect the device. They have not yet done so, however.
 
LOL ... I just checked my invoice for this month and they screwed up my residential address. They somehow changed it to:


MR. CHRISTOPHER BRUNSDON
LOS ANGELES STREET
EDENVALE NU
GAUTENG
1609
Click to expand...

Now I live in Somerset West last time I checked GoogleEarth.

Just fired a WTF email to Neotel, guess the reply will be attached to the email giving us the URL for the new bandwidth monitor.
 
Cancelling Neotel Due to terrible service

Is it possible for me to cancel my NeoFlex due citing terrible service?

Whe we first got the device we had speeds in excesss of 800kbps now we down to just above 60kbps it we have any connection at all.

If i cancel because of this will i still have to pay out the contract?
 
Did you sign a 24 month contract? I never did, as far as I know all neotel packages are month to month. If you wish to cancel you must pay them back the device's residual you still owe.
 
Well I will be canceling next week as I still need the phone till 'May. Will also apply for my Telkom line next month (thank goodness my local Telkom rocks! and only ever had excellent service from them - even installed my previous line on a Saturday morning 7am).
 
Just a quick update.
yesterday Neotel blocked my device. So funny that they can't even understand what the end of the month means.
End of the month means 31st of March. Not 29th.
 
armitage said:
Lol @ Rodent-Boy

Hmm, I think I would want to keep the device. Might just use it for a connection at work. :P

Well I used to be on a debit order but they kept on debitting the wrong amounts so I put a stop to that. Was endless hassles getting them to finally match my eft payments on their statements :/

Just phoned them again.
The email address is [email protected] (note the extra 's'). While I was on the line she confirmed that they have received the termination notice and it has been forwarded to their termination dept. I asked for a confirmation that they received the email and she said that the termination dept will confirm the cancellation once they process it. That is not sufficient to my needs for proof of correspondence so hammered on that I need an email from them to confirm the termination notice. Finally got an email to confirm that they have received the notice of termination.

So, just gotta see if they actually cancel my acc before the end of the month :/

re. telkom dsl. That's going to be a little bit interesting. I have to wait until they have installed the telephone line before I can apply to mweb to connect me on dsl.
I can ask telkom to do a dsl installation at the same time as the phone installation but that might just end up costing me another R600 :/
Click to expand...

I couldn't help but laugh out really loud while beating the floor with my tears and laughter!

It is not your (customer) job to contact
- accounts division to process cancellation
- customer rettention to prevent cancellation
- termination division to effect cancellation
Thats what call centres and consultants are FOR! they just basically made you run around the block and carried their work load for them. I've deal with Outsurance, Sanlam, Medi Schemes ect and cancelled my policies/services with them. My point of contact is always the front office (their call centres) AND THEY DO THE REST.

Neotel - JUST DROP DEAD!
 
I sent a cancellation letter to them a few days ago and haven't heard anything from them yet. I am cancelling because of poor service and NOT delivering what they promised. I REFUSE to pay them anymore than I have already, considering I pay for Prime but get Lite speeds. I've put up with their s#!^ for long enough! Tomorrow: off to the bank to cancel the debit order.
 
Wow, that worked well. As soon as I posted this miraculously my speed has increased to 170KB/s. I haven't had speed like this since February.
 
anim8 said:
Wow, that worked well. As soon as I posted this miraculously my speed has increased to 170KB/s. I haven't had speed like this since February.
Click to expand...

I think its because you are the only one left on the tower. They probably just processed everybodies cancelation requests :)

* Must say that in the last 6 weeks my Neotel Prime has also been rather well behaved - latency still sux but that is wireless for you.
 
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