Bul**** to use unstable network

**Subject:** Urgent Complaint Regarding Unstable MTN LTE Service & Poor Support

Dear Axxess Customer Service,

I recently signed up for your MTN LTE service, hoping for a stable and high-speed internet connection. I stay between two suburbs, work in a hybrid setup, and my son attends online classes—both of which require reliable internet. However, my experience over the past six days has been extremely frustrating, and

Key Issues: 1. Unstable & Slow Connection: The network is unreliable, and the speed is inconsistent. It struggles with even basic tasks like watching WhatsApp statuses, and it becomes worse when two devices are connected. 2. **Ineffective Customer Support:** Calling your call center is a nightmare—waiting times are excessive, and the agents do not seem knowledgeable about Fixed LTE (FLTE). Their responses are vague, involve guesswork, and often lead to no solution. 3. **Delayed Email Responses:** When I reach out via email, responses only come late at night, sometimes asking me to troubleshoot at 22:00—even though I logged the query during working hours. 4. **Cancellation Issues:** Since I am not receiving the service I expected, I would prefer to either upgrade to a better package or cancel the service entirely. However, I am now being told I must wait 30 days ****il the end of March 2025) and pay a penalty fee of R499—higher than my monthly subscription of R399.

This situation is unacceptable. I feel misled by the ratings and testimonials about your service. It is unfair for me to be locked into an unstable connection that affects both my job and my son's education. I request immediate action on one of the following:

1. **Provide a stable and fast internet solution** that meets the needs of my household. 2. **Allow me to cancel the service without penalty** since Axxess has failed to deliver the expected quality. 3. **Offer a reasonable upgrade option** that guarantees better performance.

I expect a prompt resolution, as my ability to work and my son's ability to study are at stake. Kindly escalate this matter and provide feedback as soon as possible.

Best regards, Nthabeleng Molefe