30 Years with MTN — 60 Days of Service Failures and Still No Resolution

I have been an MTN customer for approximately 30 years, and the level of service I have experienced over the past 60 days has been completely unacceptable.

This is no longer about one technical problem. It is about a succession of different failures, poor communication, a lack of ownership, and an apparent inability by MTN to actually resolve customer issues.

Over the last 60 days, I have had to deal with repeated service problems and repeatedly explain the same issues to different people. Correspondence is not properly read or acted upon. Previous communication appears to be ignored. There is no continuity, no meaningful feedback, and seemingly no accountability.

At one point, my SIM card was switched off completely, disconnecting me from all services. I then had to re-RICA the very same SIM and number that I have been using for approximately 30 years. That alone should have raised serious questions about what was happening on my account.

Since then, the problems have continued.

For approximately the last three weeks, I have been unable to reliably receive calls from people on networks other than MTN. As someone who uses my phone for business, this is not a minor inconvenience. Potential clients, suppliers, colleagues and other business contacts simply cannot get through to me.

Yet despite the seriousness of the problem, I have received virtually no meaningful feedback, no clear explanation of what is wrong, and no permanent solution.

Dealing with MTN's call centres and support channels has become an exercise in repetition. You explain the problem, receive little or no useful response, and then have to start the entire process again.

What makes the situation even more frustrating is that MTN seems exceptionally efficient when it comes to contacting customers about upgrades and selling additional products. There appears to be plenty of urgency when MTN wants more business from you, but very little when an existing customer simply wants the service they are already paying for to work.

After approximately 30 years as an MTN customer, I find this extraordinary.

A telecommunications company should, at an absolute minimum, be able to ensure that its customers can remain connected and receive telephone calls. When something goes wrong, it should also be able to communicate properly, investigate the problem, keep the customer informed and take ownership until the issue is resolved.

For 60 days, my experience has been the opposite.

No ownership. No meaningful feedback. No proper problem solving. Repeated explanations. Repeated failures. Complete disconnection at one point. A forced re-RICA process on a 30-year-old number. And still no permanent solution.

MTN, after 30 years of loyalty, is this genuinely the standard of service you believe your long-standing customers should accept?