DP
Dustin P

1 reviews | Active since Jun 2013

17 Jun 2016, 08:10

Dont receive calls from my work landline (possibly other landlines too?)

<p>I logged the following case on the 30th May 2016 following work collegues advising that they cant get through to me on my cell - it just beeps twice on the landline and nothing comes through to my cell not even a missed call or other notification:</p> <p> </p> <p>Case number provided to me - ********** 212<br />Internal case number - FMC ********** 0632</p> <p><br /> </p> <p>I was told this was a technical issue and that the turn around would be 24-48 hours. Called after 2 days and escalated...no feedback a few days later. Then called again and was told it could be a porting issues. The query was also then sent to Porting. Then told it would take 7 to 14 days. Calls keep dropping when I call your call centre too - have to call back and re-explain everything each time to staff that are merely able to say that nothing has been resolved and they will escalate - Escallated 5 times now...and not resolution!</p> <p> </p> <p>I have since escalated to MTN managers and this is still not resolved as of 17/06/2016. During this time my cell (used for work) is rendered useless as cant receive calls from anyone in my company that uses our landlines. </p> <p> </p> <p>When I call the helpdesk from a landline and enter in my cell number it says the number is not a valid Mtn contract number??? I need my phone for work and receiving calls from my work landlines is critical to doing my job.....</p> <p> </p> <p>Resolve this please whether it is a porting issue or technical issue please.</p>

0
Replies (2)
MTN South Africa
MTN South Africa's reply20 Jun 2016, 15:27
Official

Good Day Dustin,

Thank you for bringing this matter to our attention.

Please accept our sincere apologies for any inconvenience caused. Kindly note that we have escalated this matter to the Porting department for urgent assistance.

Rest assured that it is not our intention to displease you and we look forward to continue improving on our service delivery to you.

Kind Regards
Itumeleng
REQ: **********

DP
Dustin P's update21 Jun 2016, 13:20
Reviewer Update

I've already escalated 5 times however...please explain specifically how your escalation is different to the frequent escalation raised by myself to your ops manager and floor managers. Your service levels are meant to be 7 days on these issues...its been 22days now. On the 17th June, I was also promised by Mpo, that I would get a call from one of your operation mangers (Khaya Ndaba / Thabo Mobola) today. This did not happen and clearly this is not a priority for MTN. Then called to speak to an Operations Manager (Andile), who said he would deal with this and proposed emailing me his contact details via email so I could deal with him directly...nothing received as yet.