Formal Complaint: Consistent Failure to Provide Contracted Speeds and Request for Account Adjustment

I am filing this complaint to express my extreme dissatisfaction with MTN’s failure to deliver the service I am paying for in full. Since May 4, 2026, I have attempted to resolve the issue of my connection speed, which consistently fails to reach the 60 Mbps I am being billed for. Despite providing ample time for MTN to address this, the problem persists. It is completely unacceptable to market and charge customers for a premium service level that you are failing to provide. I expect to receive the speed I am paying for, and I demand a resolution to this ongoing issue immediately. I would also like to know how MTN intends to compensate me for the period during which I have been charged full price for sub-standard service. I am looking for an urgent investigation and a prompt, professional response.

Previous email send to MTN

From: *** Sent: Saturday, May 2, 2026 12:19 PM To: *** Subject: Formal Complaint: Failure to Meet Promised WIFI Speed (Account: [BA***]) Dear MTN Support Team, I am writing to formally lodge a complaint regarding the speed of my current internet contract. Previously, it was stipulated by your company that the speed for this WIFI contract would increase to 60 Mbps. However, despite this assurance, my connection consistently fails to reach that threshold. Attached is a screenshot of a speed test reflecting the actual performance I am receiving daily. As I am paying for a service level that is not being delivered, I would like a formal explanation as to why these speeds are not being met and what steps will be taken to rectify this. Additionally, I would like to know how my billing will be adjusted to reflect the actual service provided. I look forward to your prompt response and a resolution to this matter. A detailed image for this result can be found here: https://www.speedtest.net/result/i/***

Test Date: 02 May 2026 12:04 Download: 53,4 Mbps Upload: 12,2 Mbps Ping: 23.0 ms Connection Type: Wi-Fi Server: Cape Town External IP: 41.116.226.118 Internal IP: 192.168.8.13 Latitude: -34,*** Longitude: 21,*** http://maps.google.com/maps?f=q&q=-34.***,21.***

Response from MTN (generate by AI)

From: customercare <***> Sent: Monday, 04 May 2026 08:51 To: Jurie van der Watt <***> Subject: Re: Formal Complaint: Failure to Meet Promised WIFI Speed (Account: [BA***]) Y'ello Jurie van der Watt, Thank you for emailing Customer Care.

We apologize for the delayed response and for any inconvenience incurred. Kindly provide the below in order for us to peruse your account and advise accordingly. • ID Number: (With space in between example: *** 000) • Postal / Residential Address: • Email address: • Bank Name / Type of account:

2nd Email,

From: *** Sent: Monday, May 4, 2026 9:40 AM To: *** Subject: RE: Formal Complaint: Failure to Meet Promised WIFI Speed (Account: [BA***]) Good Day, I am writing to formally report a consistent failure to reach my subscribed bandwidth of 60Mbps. Despite paying for this tier, my actual speeds are significantly lower. Based on the nature of the connection drops, I suspect there may be a hardware fault at the local Still Bay transmitter/sender or an issue with the receiver on my end. Please investigate the following immediately: • Infrastructure Check: Verify the status of the Still Bay node for any "invisible" faults, packet loss, or hardware degradation. • Provisioning: Confirm that my account is correctly provisioned for the 60Mbps profile on your backend. • Signal Diagnostics: Perform a remote check of the signal-to-noise ratio at my terminal to rule out a faulty receiver or misalignment. Please provide a reference number for this ticket and let me know the expected timeframe for a resolution or a technician’s assessment. ID Number: ***080 Postal / Residential Address: 4 Ouhout Street, Still Bay Email address: *** Bank Name / Type of account: Standard bank Savings

Response from MTN (This time probably a Human)

From: customercare <***> Sent: Monday, 04 May 2026 22:38 To: Jurie van der Watt <***> Subject: RE: Formal Complaint: Failure to Meet Promised WIFI Speed (Account: [BA***]) Yello Jurie van der Watt, Thank you for emailing Customer Care.

We apologize for the delayed response and for the inconvenience caused. Kindly contact the network coverage team at *** for further assistance with your request. Warm Regards, Jabu R

3rd email

From: *** Sent: Friday, May 22, 2026 12:39 PM To: ***,*** Subject: Formal Complaint: Consistent Failure to Provide Contracted Speeds and Request for Account Adjustment ________________________________________ To Whom It May Concern, I am writing to formally escalate my ongoing service issue. Despite my contract stipulating a speed of 60 Mbps, I am consistently failing to achieve these speeds. While I reached out on May 4, 2026, the only response received from your customer service department was a generic redirection to the coverage team (***). This lack of direct ownership and resolution is entirely unacceptable. It is unreasonable to expect full payment for a service that is not being delivered according to our agreement. I request an immediate technical audit of my connection and a formal explanation regarding this performance failure. Furthermore, I expect a prompt resolution regarding a pro-rata adjustment to my account to reflect the substandard service provided. While I understand the impact that recent floods and wind damage have had in the Western Cape, as a loyal customer, I believe it is fair for you to provide a discount to those of us unable to access our contracted 60 Mbps. I urge you to "come to the party" and offer a fair adjustment for this period of service degradation. Please consider this a formal escalation of my complaint. I look forward to receiving a substantive response from a manager within 48 hours to resolve this matter; otherwise, I will be forced to escalate this through alternative public channels to highlight these service and support failures. Regards See email below send you on the 4th of May 2026 I am writing to formally report a consistent failure to reach my subscribed bandwidth of 60Mbps. Despite paying for this tier, my actual speeds are significantly lower. Based on the nature of the connection drops, I suspect there may be a hardware fault at the local Still Bay transmitter/sender or an issue with the receiver on my end. Please investigate the following immediately: • Infrastructure Check: Verify the status of the Still Bay node for any "invisible" faults, packet loss, or hardware degradation. • Provisioning: Confirm that my account is correctly provisioned for the 60Mbps profile on your backend. • Signal Diagnostics: Perform a remote check of the signal-to-noise ratio at my terminal to rule out a faulty receiver or misalignment. Please provide a reference number for this ticket and let me know the expected timeframe for a resolution or a technician’s assessment. ID Number: ***080 Postal / Residential Address: 4 Ouhout Street, Still Bay Email address: *** Bank Name / Type of account: Standard bank Savings Regards

Response from MTN on Sunday 24th of May 29026

Yello Team. Kindly assist with below. Warm Regards, Zelephi