Bad service

I am compelled to formally raise a complaint regarding the persistent and unresolved issues I have experienced with MTN’s internet service since last year. The connection remains highly unstable, with repeated disruptions occurring particularly during standard business hours. It is not uncommon for the service to connect momentarily, only to disconnect shortly thereafter—making consistent and reliable usage impossible.

Despite numerous calls to MTN’s customer service line at ***, the responses have been inconsistent, evasive, and largely ineffective. I have been advised to reset my router, informed of alleged tower faults, told my location may be the issue, and subjected to a series of shifting explanations—all of which fail to provide a permanent resolution. These repeated justifications amount to little more than a cycle of excuses, none of which address the root cause of the problem or result in improved service.

I must emphasize that apologies and vague acknowledgments of inconvenience are no longer acceptable. I am not seeking sympathy or understanding—I am demanding the consistent delivery of the service I am contractually billed for each month. Since the recent price increase this year, the situation has deteriorated further. My connection is now frequently throttled to speeds as low as 30 kbps, despite my subscription being for 35 Mbps. This discrepancy is substantial and unacceptable.

It is clear from the duration and nature of this issue that MTN is not treating these complaints with the seriousness they warrant. I reserve all rights available to me under the Consumer Protection Act and other applicable legislation, and I expect immediate remedial action to be taken.