Cell C slated for poor service quality

Cell C subscribers have taken to online platforms such as HelloPeter and MyBroadband’s forums to complain about the poor service levels they receive from the operator.

The Times recently reported that “disgruntled Cell C customers are accusing the cellphone network of breaching the Consumer Protection Act and breaking promises”.

The report stated that the complaints posted on HelloPeter range from “terrible network reception to incorrect billing, call dropping and poor service overall”.

MyBroadband’s forums have also seen many complaints about poor network quality from Cell C (Cell C network problem discussion here).

While there are complaints about all networks in South Africa, the number of complaints from Cell C subscribers in recent weeks are much higher on a per-subscriber basis.

HelloPeter complaints on 20 August 2013
Operator Subscribers Complaints on 20 August 2013 Daily complaints per million subscribers
Cell C 11,700,000 59 5.04
Vodacom 29,300,000 47 1.60
MTN 25,000,000 37 1.48

The Independent Communications Authority of South Africa’s (Icasa’s) latest Quality Of Service (QoS) monitoring test report showed that Cell C’s network quality was far worse than that of Vodacom and MTN.

The conclusion may therefore be drawn that consumers have reason to complain, and that Cell C is indeed struggling with poor network quality.

Cell C gives feedback on consumer complaints, ICASA report

Jose Dos Santos, Cell C Chief Commercial Officer, said that they were not given an opportunity to comment on ICASA’s report prior to publication.

“We are still engaging with them regarding the testing methodology to ensure accuracy of results. While we acknowledge that we have some issues on our network, which we are addressing, we do not believe the true performance of the network was reflected in the report.”

He added that when Cell C customers have a valid complaint, they are always willing to investigate and implement corrective measures.

“It is in our best interest to provide customers with a good service and where we need to improve we will do so,” said Dos Santos.

He said that Cell C is upgrading its network and increasing capacity on a daily basis.

“We are also in the process of addressing the issue of seamless handover on national roaming with the regulator and Vodacom,” said Dos Santos.

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Cell C slated for poor service quality