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DL
Dan L

1 reviews | Active since Mar 2009

14 Feb 2018, 14:24

Trying to port to MTN has been a disaster

I had a contract with another Cellular provider and when my contract expired I converted my number to prepaid, bought a MTN SIM card pack, RICAd it successfully in-store and requested a port from my old Cellular Provider to MTN to the new SIM.

24 hours later I saw that my old SIM now had a new number, so I inserted my new MTN SIM into my phone and I got a welcome to MTN message. However when I tried to make a call it said "RICA Barred". So I went back to the store and they said the RICA was successful. They tried again and it failed. So they called MTN and did a forced deregistration and re-registered the SIM successfully. However my number now showed as inactive.

I then went to a MTN store where they said they had to email SIEBEL 2nd Line Support (you cant phone them apparently) to have the matter resolved. DAYS later I had not received any feedback so I called the store and they said to me they have escalated the case, but are unable to follow up as they only have email communication with their upstream providers.

I am now waiting 11 days for my number to be active on my MTN SIM card and I am still waiting with no indication from anyone at MTN as to when this matter will be resolved.

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Replies (2)
DL
Dan L's update14 Feb 2018, 18:29
Reviewer Update
Here is the private reply frm MTN posted above: "Thank you for your post. We sincere apologized for any inconvenience incurred. The system reflected that the Rica barring has been removed and your sim card reflect active on the network for prepaid. We have escalated the complaint to the 173 department for assistance. Kind Regards, Alice van der Merwe Complaints Analyst" Thank you Alice, unfortunately my SIM card does NOT reflect active and is NOT working still. I've been told by Tanya from MTN Canal Walk that there are services that are not working on my SIM Profile which is why it is still showing inactive and not working. She also advised that they are sitting waiting for the "Technical Department" to sort it out... and that I must just continue to wait ain the meantime.
DL
Dan L's update15 Feb 2018, 13:28
Reviewer Update
I would like to thank Thobile Simelane from MTN who got in contact with me and stuck with me to work through the issue. While I was made to go out and purchase a THIRD SIM card which is frustrating, Thobile did manage to get my number onto a working SIM. Her patience and perseverance is to be commended. Since this issue has now been resolved I will change the rating to 3 stars. But I cannot give any better than that due to the headaches and inconveniences this issue has caused me.