Fed-up customers irate at Neotel internet downtime

2016-08-05 09:45 - Gareth van Zyl, Fin24
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Neotel. (Duncan Alfreds, Fin24)


Johannesburg - Technical gremlins have hit Neotel’s network as the company suffered issues with its data services.

Since July, Neotel customers have taken to the telecom network’s Facebook page to complain of internet service issues being experienced over periods of several days.

"Over a week without internet access, we deserve a refund or rebate," said one customer on Neotel's Facebook page on Thursday.

One Cape Town customer has also told Fin24 that his Neotel Wi-Fi service has been down for the last five days.

Have you been affected by Neotel's downtime? Tell us by clicking here.

The customer further told Fin24 that Neotel is “selling it as technical fault but now they’re saying something about problems with ‘vendor partners’”.

Meanwhile, Neotel on late Thursday issued a statement on its Facebook page regarding its data problems.

“Neotel is aware of a problem with data services for our CDMA (Code Division Multiple Access) customers,” said the company.

“While services are up, the data speeds being experienced are slow. Unfortunately, diagnosis and remediation of the fault requires iterative changes to be made on the network.

“This is taking longer than expected but we are concertedly working with our vendor partners to resolve the matter with the utmost urgency. We apologise for any inconvenience caused,” the company added.

On Tuesday, Neotel said that it had “identified the cause of the problem and is working closely with its partners to find a speedy solution”.

The network outages come after Liquid Telecom in June moved to buy Neotel for R6.55bn. The deal materialised after Vodacom walked away from its bid to buy Neotel earlier this year.

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