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Jonathan V

1 reviews | Active since Feb 2024

16 Feb 2024, 22:33

Upgrade sim problem causing major problems

I went to the MTN Canal Walk store to upgrade my contract o Tuesday 2024/02/13.. Received a new samsung phone and a galaxy watch 6.

The consultant stated that I need an estimate to use the watch.

I had this service added to NY contract.

The consultant send me a email with the esim QR code which I had to use to link the watch to my number.

If left the store and when I got home, I try to ise the QR code but it stated that it expired and a had to request another QR code which I did. I received a message stated it will take up to 24 hours to receive the new QR code.

The following day, Wednesday, my phone didn't have any signal and it said that my sim was not registered on the network. I have been with MTN since 1998.

I then went to the MTN Blue Route store, closer to my work,and they stated that my esim was still in process and my original sim was deregisted.

I had no data or cell coverage. They requested a sim swap as my number was not registered. They also stated that I did need the esim for my watch to work with my number.

Thursday I notice I had network and try using my phone. The phone that was not my and my original number was off

I went back the blue store and they stated that they had reapply for another esim.

Today Friday I had still jo network so I went back to theBlue Route store and they stated the esim sim swap was still open and they couldn't do anything and I have too wait until Monday.

This is completely unacceptable as I have 3 contract numbers for the past 26 years and I have no use of my new phone and no network.

Very unhappy loyal customer

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Replies (1)
JV
Jonathan V's update16 Feb 2024, 22:45
Reviewer Update
Secondly, my link mtn contract which my daughter uses has a issue was the incoming caller identity. Every call that she receives is unknown. MTn says it's a device issue but if you insert a different sim card then the incoming caller identity works. Went to the Samsung store and they confirmed this. I went back to the store a then stated that opened a ticket for the issue. Weeks later after not receiving a response I went back to the store and they stated that the ticket was closed. They again stated that it wad a device issue. They logged another ticket. Still to date I have not received a response and the caller identity is still not working g I even tried the call center and they rest the caller identity but it alstill doesn't work.

So the end result is my daughter does not feel safe answering her phone even when I try call as it states unknown.

That's two major problems with my 26 years relationship with MTN.

I feel that loyalty with MTN does not give you anything but problems.

So the end result is I am paying money for an nonfunctional product and spending more money using data router etc to make calls.

Very unhappy