Nashua Mobile subscriber migration problems
Former Nashua Mobile subscribers with Cell C contracts who were recently migrated to Altech Autopage are reporting problems with the transition process, including being cut off.
At least three different clients have reported that their contracts have been suspended. One was cut off on 4 November, one on 5 November, and one today – 6 November 2014.
Subscribers who contacted the Autopage call centre were given conflicting information, with agents telling them their accounts were in arrears and that they needed to contact Nashua to resolve the issue.
However, Nashua Mobile’s call centre has a recorded message which says that Cell C and MTN customers should contact Altech Autopage for support, and that they would only be assisting Vodacom subscribers.
Some Autopage call centre agents have been telling migrated users with issues on their account that there are technical problems, but could give no indication as to when these problems would be resolved.
Considering the wild goose chase we were sent on in our attempts to contact Altech Autopage for comment, it’s no small wonder that customers are completely in the dark regarding their account suspensions.
We eventually got through to a high-level consultant, through a back channel, who said that they could not speak on behalf of Autopage to the media, but would pass on our query to the correct people.
Though the consultant couldn’t speak on the record, a recorded message playing on Altech Autopage’s customer care line did confirm that the cellular service provider was experiencing technical problems.
“Dear valued customer, please be advised that we are currently experiencing technical difficulties and are currently working on it. We do apologise for any inconvenience during this period. Thank you for your patience,” the message said.
It is understood that the problems will be rectified by Monday, 10 November, but for those subscribers who find themselves trapped in limbo between Nashua Mobile and Altech Autopage this is little consolation.
At the time of publication there was no indication from Autopage what subscribers could do to have their account problems resolved.
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