PH
Philip H
1 reviews | Active since Apr 2011
07 Dec 2018, 15:55
MTN connection issues on data package.
Upgraded in November to a larger data package. worked fine for a month, thenall of a sudden comes up and says,'OOPS, you are out of data or airtime'. Phoned numerous times, agents say that there is plenty of data available. Logged a ticket, eventually closed as fixed, but problem still exists. Strange part is that from midnight to 06:00, connection is perfect using Night Express data, but during the day, no connection and I have +/- 12 GB anytime data available. New ticket logged, now must wait another 24 hours. Already been without internet for 4 days. I use my connection for work purposes. Having a bad effect on my business. No-one seems to know what the issue is. If they can't fix it they must revert me to my old package where I never had any issues. Very disgusted.
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Replies (3)0
Replies (3)
MTN South Africa's replyOfficial
10 Dec 2018, 09:33Good day Philip
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
Kindly note that we will investigate and follow up on the reference number. Will provide feedback.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsDinesh KowlasarComplaints Management team
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
Kindly note that we will investigate and follow up on the reference number. Will provide feedback.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsDinesh KowlasarComplaints Management team
Best regards,
MTN South Africa's reply10 Dec 2018, 09:33
Official
Good day Philip
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
Kindly note that we will investigate and follow up on the reference number. Will provide feedback.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsDinesh KowlasarComplaints Management team
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
Kindly note that we will investigate and follow up on the reference number. Will provide feedback.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsDinesh KowlasarComplaints Management team
Best regards,
MTN South Africa's replyOfficial
13 Dec 2018, 12:48Good day Philip
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
Kindly note that our technical team advised that the internet settings on the network has been reset. Please check and advise.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsDinesh KowlasarComplaints Management team
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
Kindly note that our technical team advised that the internet settings on the network has been reset. Please check and advise.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsDinesh KowlasarComplaints Management team
Best regards,
MTN South Africa's reply13 Dec 2018, 12:48
Official
Good day Philip
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
Kindly note that our technical team advised that the internet settings on the network has been reset. Please check and advise.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsDinesh KowlasarComplaints Management team
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
We value your input and also appreciate the time you took to raise your concerns with us because it is only through constructive feedback that we can identify and improve in areas that need our urgent attention.
Kindly note that our technical team advised that the internet settings on the network has been reset. Please check and advise.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsDinesh KowlasarComplaints Management team
Best regards,
PH
Philip H's updateReviewer Update
31 Jan 2019, 10:27Well still having problems. When I signed up for the package, it was on special. You would get 30 GB day time data per month plus an additional 20 GB day time data and 60 GB Night Express.
I am getting the 60 GB Night Express but only 30 GB data for day time use. Apparently the additional 20 GB was never activated. Trying to get that done now, but what an issue.
Second problem, when I ran out of data, I purchased additional data, which shows on my account, but I can't use it. Even when I speak to a consultant, they agree that the data is there. Yesterday I went to the store where I upgraded and was told that these packages do not allow you to purchase additional data. When I upgraded, I asked the consultant whether I could top up the data, and was told, YES you can. Now I find out that this is not so. This package is now no longer viable for my business. Can this upgrade be reversed to my previous package or changed to one that does allow me to top up my data when necessary. I have already lost 3 GB of data and now stand to lose another 6 GB on 03/02/2019 that I purchased as top up. This is really not acceptable.
When you phone 135 and ask to speak to someone senior, you are told, NO. Even tried to phone the Head Office, but phone doesn't even ring.
PH
Philip H's update31 Jan 2019, 10:27
Reviewer Update
Well still having problems. When I signed up for the package, it was on special. You would get 30 GB day time data per month plus an additional 20 GB day time data and 60 GB Night Express.
I am getting the 60 GB Night Express but only 30 GB data for day time use. Apparently the additional 20 GB was never activated. Trying to get that done now, but what an issue.
Second problem, when I ran out of data, I purchased additional data, which shows on my account, but I can't use it. Even when I speak to a consultant, they agree that the data is there. Yesterday I went to the store where I upgraded and was told that these packages do not allow you to purchase additional data. When I upgraded, I asked the consultant whether I could top up the data, and was told, YES you can. Now I find out that this is not so. This package is now no longer viable for my business. Can this upgrade be reversed to my previous package or changed to one that does allow me to top up my data when necessary. I have already lost 3 GB of data and now stand to lose another 6 GB on 03/02/2019 that I purchased as top up. This is really not acceptable.
When you phone 135 and ask to speak to someone senior, you are told, NO. Even tried to phone the Head Office, but phone doesn't even ring.