MTN Wi-Fi suspensions

Case number: BO*** Today I’m extremely disappointed with MTN. We have two WiFi contracts with MTN for our children to use at their respective university residences. At the end of June, the debit order did not go off my bank account, but I made a full EFT payment to MTN the very next day.

Our children were on holiday at the time and only returned to their residences on 14 July, when they discovered the WiFi was suspended. We contacted MTN and were told the service would be restored within 24 hours. That never happened.

On 15 July, we followed up again and were then told the lines would only be reconnected on 1 August. This means we are paying for an entire month without receiving the service. In the meantime, I now have to buy data for four children for the next two weeks, at my own additional cost.

To make matters worse, the call centre agent we spoke to confirmed that the account is fully up to date and that no further payments are due before the end of July 2025. Yet the service remains suspended.

MTN, please explain how in this digital age it is not possible to reconnect a suspended line after payment has been made. Vodacom restores service immediately once payment reflects. I have two lines with them, and perhaps it’s time to move all our contracts there.

Case number: BO***