MTN's 5G Upgrade: A Disappointing Experience Due to Poor Coverage and Customer Support

I recently accepted an upgrade offer from MTN, transitioning from a month-to-month LTE Wi-Fi router to a new 5G router. The new contract was not only faster and uncapped but also more affordable than my previous capped and slower plan. However, my experience has been less than satisfactory.

Delivery Challenges: Receiving the router was problematic. MTN's delivery service insisted that only I could accept the package at my office, causing delays as I was away on business. After much back-and-forth, the router was finally delivered.

Hardware Limitations: Upon setting up the router, I discovered it lacked sufficient ports to connect both my printer and server. A visit to the MTN store in Galleria yielded no solution; staff suggested I seek assistance from a computer shop. Fortunately, Matrix was able to help, but this detour was inconvenient.

Connectivity Issues: Once installed, the router's signal was unstable, frequently dropping and disrupting work. I reverted to my old router and contacted my IT specialist, who also struggled with the new device. Upon contacting MTN's call center, I was informed that my service address was outdated, and my current office location lacked 5G coverage—a detail that should have been verified before offering the upgrade.

Return Difficulties: Attempts to return the router were met with resistance. The MTN store directed me to the call center, where, after a lengthy hold, I was told I was outside the cooling-off period and that an investigation would be initiated.

Conclusion: MTN's oversight in confirming coverage before proposing the upgrade, coupled with inadequate customer support, has led to significant frustration.