MTN and ICASA: Complaint Reference Number: GAU011660/24

Good Day

It has been more than 2 months that I have been paying for a service and speed I am not receiving. This is unacceptable service from the ISP . My speed at the moment is 20 Mbps, and I am paying for Home Ultra 60 Mbps Uncapped. Everyone is telling me they will resolve this issue promptly, but I'm the one paying for substandard service, where the service provider is in breach of contract by not supplying me for what I'm paying for, and as you all are aware, the faulty router is still in its warranty period and should have been replaced after the first unsuccessful repair.

I am amazed that an ISP like MTN is not capable of employing competent technicians or having the capacity to give feedback and support to clients.

Client satisfaction must certainly not be one of their strong points

I insist that this matter be resolved by close of business on the 14th of March 2025 and that I receive a replacement unit of the same quality I sent for repairs by that time.

I also do not wish to receive a call instructing me to return the loan unit while I wait for a replacement unit to arrive. I will return the loan unit as soon as the replacement unit is available.

I received a "new" router wrapped like a new router, but the LAN ports were not working, and this unit was under guarantee when this issue started.

The latest request and my response, 7 April 2025 Good day Mr. Pretorious

Please assist with sending me a full detail description of the issue with the router because they donr seem to understand fully what the problem is

Regards