MTN Shesh@ 600 5G Package – Throttled From Day One, Advertised Service Not Delivered

*** I am lodging a formal complaint against MTN regarding my Shesh@ 600 month-to-month 5G Home Internet package, which I took out in October 2025.

The Shesh@ 600 package is advertised as offering 600GB per month for approximately R399, structured as:

300GB at full 5G speeds, and

300GB throttled to approximately 20Mbps in line with MTN’s Fair Usage Policy.

This package is marketed as a 5G home internet solution for customers within confirmed 5G coverage areas, which applies to my location.

What was expected

Each month, the first 300GB should be available at full 5G speeds, with throttling only applying after that allocation is exhausted.

What is actually happening

I experienced full 5G speeds only during the first two months of service (October and November 2025).

From 1 December 2025 onwards, my connection speed has been limited to approximately 20Mbps from the very first day of each billing cycle.

This occurs despite the start of a new month and without having used the advertised 300GB full-speed allocation.

This clearly indicates that the 300GB full-speed data allocation is not being provisioned correctly or is not being provided at all.

Attempts to resolve

I have contacted MTN Customer Care on numerous occasions. Unfortunately, these engagements have produced no meaningful resolution. Agents repeatedly state that I have only consumed approximately 200GB mid-month, implying that throttling is expected. However, this explanation does not align with reality, as my connection is already throttled from the beginning of the billing cycle.

I am therefore certain that I am not receiving the full 300GB high-speed 5G data as advertised and paid for.

Additional context

I am within a confirmed MTN 5G coverage area.

I previously received full 5G speeds, confirming device compatibility and network capability.

I am being billed monthly for a 5G service while receiving a permanently throttled connection.

Resolution requested

I am requesting the following from MTN:

A full investigation into whether the 300GB full-speed 5G allocation is being correctly app**** to my account each month.

A clear written explanation for why my line is throttled to approximately 20Mbps from the start of the billing cycle.

Appropriate remedial action, which may include speed restoration, account correction, or a billing adjustment/refund for affected months.

If this matter is not resolved satisfactorily, I will have no option but to pursue further escalation through regulatory channels.

I trust MTN will address this matter urgently and in good faith.