Ref no # ***

I have had intermittent connectivity issues since I signed up with MTN about 2 years ago.

After a long battle, a signal booster antenna was installed and although this helped with the signal, I do not get full signal strength. Furthermore, I was still experiencing calls going directly to voicemail.

After contacting the call centre a couple of times, getting the same response that the line has been refreshed and I must reboot my phone, I logged a request via email for this on the 10th of October.

The response was that no abnormalities where picked up from MTN's side and my phone settings where confirmed to be correct.

I then had to complete another coverage template and was advised on the 21st that my query with Ref no # *** has been escalated to an area coordinator to contact me urgently for feedback.

On the 7th of November I sent the following mail with no responses to date.

"No one has contacted me regarding this issue.

I have since then received an SMS (see attached) noting that my network coverage in Sandton has been upgraded to 5G and that I must change my network settings. I have checked my settings and there is no selection available for 5G.

Furthermore, I spend the least of my time in Sandton. The majority is spent in Amberfield Crest, Rooihuiskraal North X18, Centurion, so I would have expected the upgrade to be done for this area.

That being said, I have made a point to check my coverage everywhere I go and it is sub-standard. I compared my signal strength while in Woodmead to Vodacom and I was shocked. I had 2 bars on H+ while the Vodacom signal was on 4G with full bars.

Most of my calls go straight to voicemail and this defeats the purpose of having a mobile phone. Why has a sim swap not been proposed? Maybe even the actual Mobile device itself.

I don't know how many times I must report this before it gets urgent attention. Perhaps my next step is to escalate it to the Consumer Goods and Service Ombudsman at ICASA."

I am speechless and frustrated at the lack of urgency, feedback and service received from MTN.