Inadequate service!

I am a 78-year-old pensioner living alone and utilising MTN as my cell phone service provider. An upgrade offered to me by MTN has been inadequate for the last two months which is the reason for my complaint and review. - On the 8th of December 2022 MTM offered me a contract which I accepted, ( being told I would only pay in January.) - I was notified that a rooter would be delivered. The courier company DSV did not inform me of their delivery time or date in advance so they came on two occasions when I was not available . Eventually when they arrived my fingerprints did not register so they refused to deliver the item. I was not informed that at a later date they would deliver and accept my ID and proof of residence. Eventually the delivery had to be cancelled which took weeks before I was able to go to the shop and get a new rooter as part of the contract . All the arrangements for delivery, cancellation, & purchase were adversely affected by public holidays and the festive season which I understood complicated the issue, but the problem took an excessively long time to be solved. - All this resulted in my not having Wi-Fi /internet (for which I was paying) from early December till the 11th of January 2023 when a new rooter was obtained at the store in Knysna. A new contract was also signed. - It was hereafter that I discovered I only have intermittent sporadic Wifi/internet connection which is unrelated to load shedding !!! - I made frequent calls to Mtn “customer care” regarding my issues. They reset the rooter and also suggested I phone the “cover” department which I did. My address was “re-recorded” but none of the above solved the problem. As instructed I frequently “restarted the modem” with minimal short-lived or no benefit to my Internet reception. - To cancel my contract, which I requested, is not an option as the penalty is excessive. - So after many hours, much effort, numerous calls and extreme frustration on 27/1/23 I registered a query with Mtn at their “coverage” department. The reference number is #*** . I was informed that the query would take 4 to5 working days . I phoned daily and was told they were awaiting feedback, that I should await a call or a technician would research and visit if necessary. On one occasion I was asked if an aerial or booster would be acceptable on the estate where I live to which I was able to confirm there would be no problem. Despite frequent replies that I would be contacted no one has made any effort to contact me, supply feedback or resolve the problem.

I have experienced great frustration, lack of service & communication for two months which has cost me money, time, effort and stress. The Internet is my lifeline, plus contact with my family and the community. I am doubtful about the resolution of this problem.