NEOTEL Capacity - technically speaking

[sterne.law@gmail.com]

I am in dispute with NEOTEL (see Consumer Protection Thread), my phone worked reasonably well for about 4 months. Suddenly no more.
I got a new handset so that area is eliminated. They claim that the signal in the area is too week and I need an antenna.
What are the possible(in as simple terms as possible) reasons that a signal that was fine is now no longer existent, to all intents and purposes.
I would understand if a tower or satelite crashed or was destroyed, or perhaps if a huge building is constructed. Failing this what can it be?

[Perform Computers]

I had this same problem with a useless wireless ISP here in Cape Town. ( I won't mention Wireless Online's name ).

Internet was working fine, with the occasional disconnects. ( We don't live in a perfect world ). Then all of a sudden, HUGE lag, high pings, huge packet loss etc

So I mail them, and get the reply, "Ja you see the frequency BS BS BS BS needs to be changed and to do this you need to get the upgraded equipment. Some more BS. It usually costs <insert random figure here> but we can give it to you for <insert random fabricated discount here>.

So I was like, "Cool story. Send me the cancellation form".

My point is, if it was working before, and it's not working now, then why must YOU pay? If they cannot give you a VALID factual reason why you must pay, then <insert swear word here> them. These SP's think they can just randomly charge the end user for whatever reason.

[sterne.law@gmail.com]

My point is, if it was working before, and it's not working now, then why must YOU pay? If they cannot give you a VALID factual reason why you must pay, then <insert swear word here> them. These SP's think they can just randomly charge the end user for whatever reason.[/QUOTE]

ABSOLUTELY!!! I am not paying the R2000-00 they want for antenna(a subcontractor)
I am referring the matter to the Consumer Tribunal, because this is BOLLOCKS!!
Bottomline is their product is no longer working because of their fault!

[murdock]

i have the same problem with mtn 3G it worked fine then suddenly now it will not work in the evening at all as if my airtime is finished...it just hangs...only works early in the morning and slow during the day...depending on where i am working.

[AndyD]

this is BOLLOCKS!!

Not to be confused with the 'dogs bollocks'
This seems to be such a common issue I'm sure someone must have already tried a case like this with one of the companies so there may already be a legal precedent.

[BryanCasson]

Neotel is know to have great speeds/signal when you start which rapidly decrease in signal once more people get onto the network. Neotel is useless at capacity control and do not care if you (the consumer) has to suffer later on. I did write about this on my Consumer Complaints blog http://pantsonfire.co.za/consumer-co...n-to-customers . It really annoys me that Neotel are aware of these complaints and simple say "SO What, you signed the contract and that is all that matters to us"... the sooner they go out of business the better... I actually use Telkom now and have had no problems.... that's right, I am satisfied with Telkom service at the moment

[sterne.law@gmail.com]

Hi Bryan,

Went to your post. I have posted on my facebook and twitter sites for any other complaints.
I am referring my own matter this week. Perhaps during the process or afterwords I can take them on with these other issues and get rulings in terms of these practices.
Any facts or info welcome. I have NEOTEL firmly in my sights. Such abuse is in exusable. I can accept glitches, even VODACOMS disaster, but these are things in their power and the stance is obviously "to hell with the consumer, supplying them with the gareed service will eat into our bottomline!!!"

[sterne.law@gmail.com]

Bryan,

How do I tweet your post? And post link onto my facebook page?

Ah, figured it out, by cutting and pasting.

[BryanCasson]

Actually, I created the site just so I could complain about Neotel, you can see the history of complaints here http://pantsonfire.co.za/company/neotel/ and if you look under the forum you will see all the speed complaints that they did nothing about. If you wish to take them on and need a witness, I have plenty of records and paperwork to prove their disgusting practice. I even have recordings of their incompetent employees saying one thing and then denying they said it later.

[AmithS]

Had the same issue with my security company signal to the control room. Worked for a year and then stopped. They also said its due to more companies installing antennas etc... and more frequencies in town etc... they also wanted me to pay for new extra equipment. I refused under the agreements of the security contract that they must ensure the equipment etc... is working & it went on for a few months because i refused to pay until they installed the new equipment for free.

The part that was disturbing to me though was that if they are aware of this type of problem in the security industry(as the technician said its common) why dont they inform clients before it becomes an issue!

[irneb]

The part that was disturbing to me though was that if they are aware of this type of problem in the security industry(as the technician said its common) why dont they inform clients before it becomes an issue!

That would mean too many customers would cancel the contract! Never mind that their new sign-ons would drop drastically. This is a 2 part issue:

1st they load their own network to the max (in most cases exceeding its own design limits) simply to have the largest possible customer base with the least possible capital outlay. So they install "nice" systems and the 1st few guys get great service for a few months. They use this as advertising that their systems are the "best" and everyone jumps on the wagon. Then it ends with the usual bottle-neck which gives at best an 80's dial-tone modem's speed - when finally the customers complain so much that the public in general start "knowing" about the poor service. Then their customer base starts flattening out, and even starts decreasing as the contracts run their course. Only once they've squeezed every last bit out of that inferior hardware will they start looking at upgrades (and this goes for all of them, MTN, Vodacom, CellC, NeoTel, Telkom, and the rest of the wannabee's - as well as those "wireless" provides).

2nd, as other companies also setup in the area ... the available frequency ranges start being used up. Causing things like interference to get worse. This is especially prevalent with cell tech, as the frequencies is in a much narrower band than other radio connections. With cell, there's also all kinds of handshaking swapping connections to-and-fro between towers ... thus making for lots of dips & peaks in performance. The "best" scenario for the customer is if there's ONLY one single tower in his vicinity, with WAY less than its maximum number of active connections ... all other towers should be out of his range, so it doesn't "automatically" go and switch over "just because it feels like it".

I've got 2 anecdotal stories regarding the 2 scenarios:
1. Our company used to be linked through Verison (actually using MTN's broad-link). The 1st year was absolutely GREAT! We couldn't find anyone else with as good speeds and up-time. Then the hassles started, with days/weeks of absolutely NO connection at all. The "funniest" explanation they gave was: "It's sun-spot activity!" ... though doing a bit of research, the actual sun-spot activity was at a 20 year low at the time they used that excuse!

2. A friend of mine's had a Vodacom 3G data connection to his home PC for a few years now, as well as a Vodacom-phone. Last year MTN built a new tower not 100m away from his house. Since then data for him is non-existent, and he has to walk down the block to go make a phone-call. The VC-tower's only about 500m away (no obstructions whatsoever - he can see it from his front door, yet still no connection)! Worst for him is he just extended his 2 year contract before the tower got built, now he's stuck with non-existent service which he HAS to pay for even though he gets nothing out of it.

[twinscythe12332]

I have a yearly ritual with vodacom. The signal strength dips below acceptable levels, I lodge a complaint, it mysteriously returns.

[Dave A]

In feeling this one over for possible catches, there is an interesting difference between Neotel and "mobile" service providers that should make a CPA action far more likely to succeed - Neotel is providing a service to a particular address. Mobile services can argue that they can't really control the number of subscribers connecting to a tower at any given time, given them a little more wriggle room. Neotel doesn't have that excuse.

It'll certainly be interesting to hear how your case goes, Anthony.

The other interesting thing is how would Neotel rectify the situation - run cable or glass to your door?

[sterne.law@gmail.com]

The other interesting thing is how would Neotel rectify the situation - run cable or glass to your door?

Easy enough, install the antenna at their cost!!!

[Dave A]

Yes, but I'm wondering how the antenna helps solve the problem.

If they're using "cell breathing" where overloaded towers ignore weaker signals, yes - it solves your problem; by bumping someone else's service off the tower. To my mind that's not solving the problem - too many subscribers on the tower. Put all of them onto antenna systems and you're back to square one.

But perhaps that isn't a CPA issue - more in the territory of ICASA