Ongoing connectivity issues-Paying for service without internet Access

I am writing to formally lodge a complaint regarding two active contracts I have with MTN South Africa—a pocket router and a home router—both of which are currently connecting to the network but have no internet access.

This issue has been ongoing, and despite contacting customer support multiple times, I have not received any meaningful assistance. Each time I call, I am simply told to switch the devices off and on, which does not resolve the problem. No further troubleshooting or escalation has been offered.

As a paying customer with two active contracts, this situation is extremely frustrating. I am continuing to be billed monthly for services that I am not receiving. On top of that, I have had to spend additional money purchasing mobile data just so my wife could submit her assignments, which should not be necessary given that we already have two internet contracts.

It is unacceptable to be paying for services that are not being delivered, especially when repeated attempts to get support have led nowhere.

I request the following:

Immediate resolution of the connectivity issues on both routers A full investigation into why both devices are connecting without internet access Compensation or credit for the period during which the service has not been usable Improved customer support that goes beyond basic troubleshooting steps

If this matter is not resolved urgently, I will have no choice but to escalate the issue further.

I trust that this complaint will be taken seriously and addressed as a matter of urgency.

Sincerely, [Siyethemba Kwanda] [***]