Unacceptable Service from MTN Tygervalley: No Internet! No Help! No Solution!

My MTN home router stopped broadcasting overnight — it no longer appears as a Wi-Fi network even though it is powered on with all lights showing normal. I went to MTN Tygervalley for assistance, and the only “solution” they offered was to take my router away for 20 days with no replacement, no loan device, and no temporary connectivity.

I work from home and rely on stable internet to do my job. MTN’s refusal to provide a substitute device or alternative connectivity is not only inconsiderate, it is a direct violation of my rights under the Consumer Protection Act (CPA), which requires that suppliers provide goods/services that are fit for purpose and ensure reasonable continuity of service for customers who depend on them.

Expecting a paying customer to go without internet for nearly a month is entirely unreasonable and shows a complete lack of care or accountability. I have paid MTN consistently since January 2024 and have never previously had issues. This experience has been shocking and deeply frustrating.

If MTN does not provide an urgent and reasonable resolution (such as a replacement or loan router), I will escalate this matter to ICASA for regulatory intervention.

I expect immediate action.