MTN Home LTE Nightmare

I have a major complaint regarding the uncapped home LTE that MTN has advertised.

On the 19th November 2021 I went into the MTN Westwood store to sign up for the deal. The sales consultant let us know that the system was slow so the order was not being processed. However, we finally received an SMS stating that the credit check was successful. I then proceeded to cancel my Telkom WiFi contract with immediate effect. The order was still being processed so we were instructed to return to MTN on the next day.

On the 20th November we went into the store, and we were handed the Sim and Router. When we came home, plugged in the router, the 4G/5G light was on and when I connected to the network my phone said "Connected without WiFi". I phoned the store and they said that I must reset the router and if that does not work I must go back to the store. The reset did not work...

On the 21st November I went back to the store for the 3rd day in the row. The sales consultant who sold me the router and the manager both tried and failed and could not get the router working. First, the sim was not RICA'd. Then the manager attempted to set the APN. However despite this when I tried to connect it still said "connected without internet" on my phone. The store contacted the MTN call centre, but the problem was still not resolved. The manager said that I should leave the router in the store and that they would sort some configuration out and call me when the issue was resolved.

On the 22nd November, I did not receive any feedback. Some of my family members work from home so it is a major inconvenience. I sent an email to the MTN customer care and complaints departments. I also logged a complaint via the MTN Twitter account and they informed me that the sim had a soft suspension. I believe that the staff have inadequate training with Routers and LTE. It is sad that this is the state of MTN. At this stage, I am utterly disgusted with the service.

On the 23rd November, the sales consultant contacted me and indicated that the line was still not active and that the line would be cancelled by the 24th November if the problem was not resolved. I then asked why they do not try a new sim and/or router and received a feeble response. I have still not received feedback from the MTN customer care or complaints department.

I have dealt with Telkom and Vodacom in the past and the sim/line is always active as soon as I leave the store. Mobile devices are Plug and Play as far as I know. I cannot understand why it is taking over 5 days and the problem is not solved. Did MTN falsely advertise Home LTE and they cannot provide the service? Are the staff ***********?