MTN Staff not trained to deal with FUP issues

Issue: Slow Network response times. On Sunday, 15 October 2023, i took my router to MTN Eastgate, near the Checkers Hyper to check out why my network responses we so slow.

The young lady who "assisted" me insisted that I go home and bring the bring the power cable. I pointed out to her that on my last visit, there was a power cable at the site. She informed me that they used another customer's power cable. I then asked her to check my account, which she did. I was informed that the account is in order. I then made the round trip home and returned with the power cable. The device was then plugged in and i was informed that there is nothing wrong with the device. And here comes the frustrating part! They logged in to my account again! and said that i am on a package that does not support streaming! What utter *******! I watch a movie every night until about two weeks ago without any hassle. I then asked about upgrade options. I was informed that the contract need to be cancelled and a new contract taken out. By the way, it cannot be done today, you would have to come through on a weekday. I then went and got another contract from a competitor.

Issue: a. Why did the agent helping me did not properly check my account when i asked her to. If she has, the second trip would have been unnecessary. b. Surely, the agent should be able to check if the service has ben throttled due to FUP. c. If she was able to check, she should also be able to inform me when it would be lifted. d. MTN has lost the opportunity to make an upgrade.

Roy Pillay