Anger grows at Neotel amid internet downtime

Neotel. (Duncan Alfreds, Fin24)
Neotel. (Duncan Alfreds, Fin24)

Johannesburg - Neotel customers continue to lambast the service provider on social networks, several days into internet connections woes.

The Neotel page on Facebook saw a barrage of posts from irate users since the end of July, with one customer even threatening to picket outside Neotel offices.

“It's been two weeks of no proper working Wi-Fi internet. All your excuses and promises are just empty hot air. I'm taking my staff to picket at your shops in Cape Town this week and going to inform all your walk in customers what a lousy ISP you are. Enough is enough!” one post read.

Another comment to a post on Neotel’s Facebook page read: “Internet is still down. Any legal minds on here have an idea how we can all group together to inform the relevant authority?”

READ: Fed-up customers irate at Neotel internet downtime

In response to a query by Fin24 on Monday, the service provider said it was still working to resolve the problem.

“Neotel and its vendor partners have been working around the clock to resolve the CDMA matter,” Neotel’s executive head for deliver, assurance and operations, Vinnay Singh, told Fin24.

“While services are available and functional, we know that many of our customers are experiencing slow data speeds. Our team is seeking alternatives to permanently resolve the matter, without further compromising services and customer experience.

“We apologise for the inconvenience and would like to thank our customers for their patience during this time,” Neotel said.

As Neotel tries to fix its glitches, customers in the meantime also took to Twitter to voice their rage over the lack of service.

One tweet read: “@NeotelZA Please respect US PLEASE. Don't you dare send bills this month because of your BAD SERVICE. We are losing a lot of money because of you.”

While another Twitter user said: “@NeotelZA we are running loses with internet speeds at @ 1kbps for a week… please release a statement! #unacceptable #fail.”

Neotel customers also forwarded their complaints to Fin24, with one user who said they had been affected severely by the glitch.

READ: FNB moves to fix major connectivity glitch

“We had to revert to other means of connecting to internet in order to do our banking as well as payment of certain accounts.  We could not use Neotel’s internet due to the slowness.  It’s been very frustrating and the fact that they didn’t even communicate with their customers is even worse.”

Another Fin24 user said: “I have been without data service since July 27. It was partially corrected yesterday but still not fully functional. I am running a business from home and had to buy additional equipment from another service provider to be able to send and receive emails.”

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