No signal

Good day.

Id like to raise an urgent complaint as it relates to cell signal in my area.

My family has multiple mtn contacts including a home LTE package. Collectively we pay thousands of rands to MTN each month.

We have had essentially no cell signal at home for the last 10-14 days. This includes our internet package. Even at times when our devices read full 4g signal, the internet does not work.

Please note that this is not a loadshedding related failure. We typically will experience cellular downtime during loadshedding, but then signal returns at full strength when the power is on, however, we have now sat with little to no signal 24/7.

I have contacted your coverage division twice and they informed me that our closest tower is fine, but the next closest one is down, as such all traffic is routed through our tower causing this poor network coverage.

Apparently the tower is down due to cable theft. I fully understand this, however, I cannot understand why this situation has been allowed to persist for this amount of time.

This is completely unacceptable and I'd like to understand why we should be expected to pay for a service that MTN is not providing.

There are only 3 acceptable solutions to this problem: 1) provide timelines on when this situation will be rectified. 2) provide pro-rata discounts on out contracts for the time periods for which this situation persists. 3) allow us to cancel our contracts without an early cancelation fee.

The above are reasonable requests given that MTN is charging us for a service that is not being provided.