non existing service

Good evening, MTN.

I would like to express my concern regarding the significant decline in service quality I have experienced recently. For a long time, I have received exceptional service and have been very satisfied with my home Wi-Fi. I pay just over R1000 per month, and until now, the connection has consistently performed well.

However, over the past two weeks, my internet speed has frequently dropped to an unusable level. This evening, 18 November 2025, I contacted MTN Technical Support for assistance. I was informed that there was coverage and now there isn't, and the explanation provided compared the network coverage to weather patterns — sometimes it is there, and sometimes it isn’t. I encourage you to listen to the call, as the agent even suggested that the contract may need to be cancelled.

I am requesting clarity from someone within MTN who can explain this situation. I have the call recorded, and I need to understand why this should not be viewed as misleading, especially when customers are not informed of such issues and when it appears that some technicians may not fully understand the network behaviour.

I kindly ask that someone contact me directly to resolve this matter. As one of South Africa’s leading telecommunications providers, I trust MTN will not ignore this concern and will assist me in finding a fair and satisfactory solution.

Thank you