Useless MTN

Good Afternoon

Maybe you do have an answer for me as to how I get my personal hotspot back onto my phone. It no longer shows under my settings.

Rgds

Brian Hawken ***

Brian Hawken, Owner, Maison Finesse

Mobile: *** Email: ***

From: Brian Hawken [mailto:***] Sent: 17 June 2021 10:50 AM To: '***' <***> Cc: 'Consumer Protection' <***>; '***' <***> Subject: FW: FW: Contact us Query Coverage Enquiry [#***]

Good Morning

How is one to deal with your network supplier when Mr or Mrs Phiri does not understand the problem.

The problem is not a coverage problem but the fact that my “Personal Hotspot” has disappeared off my phone.

Rgds

Brian hawken

Brian Hawken, Owner, Maison Finesse

Mobile: *** Email: ***

From: Customer Care [mailto:***] Sent: 17 June 2021 10:44 AM To: *** Subject: Re: FW: Contact us Query Coverage Enquiry [#***]

Good day Brian, Thank you for your request. We apologise for the inconvenience and delays caused. Please email the coverage department first on *** or dial them on *** regarding the coverage issue in your area. Kind Regards, Boipelo Phiri MTN SA Reference Number: ***

--Original Message-- From: *** Date: 06/17/2021 08:52 AM To: *** Cc: ***; *** Subject: FW: Contact us Query Coverage Enquiry [#***] Good Morning My Personal Hotspot has once adain disappeared from my phone. Before I go driving all over Johannesburg from 1 mall to another from MTN to Apple can someone please advise where I should take my phone to be sorted out. MTN or IStore Rgds Brian Hawken *** Brian Hawken, Owner, Maison Finesse Mobile: *** Email: *** From: Brian Hawken [mailto:***] Sent: 11 June 2021 12:08 PM To: '***' <***> Cc: '***' <***>; 'Consumer Protection' <***> Subject: FW: Contact us Query Coverage Enquiry [#***] Good Afternoon I have eventually had a response from MTN telling me there is a problem in my area and it has been logged and a technician has been assigned but no timing and we are already a day and a half later. If I was told this upfront yesterday with a simple announcement to MTN subscribers I would not have wasted my time going to my office but would have have stayed home and shared my wife’s WIFi. Rgds Brian Brian Hawken, Owner, Maison Finesse Mobile: *** Email: *** From: Brian Hawken [mailto:***] Sent: 11 June 2021 11:59 AM To: '***' <***> Cc: '***' <***>; 'Consumer Protection' <***> Subject: RE: Contact us Query Coverage Enquiry [#***] Good Morning I would like to relate my experience of yesterday which is still continuing today. I was asked to upgrade my software for my Apple phone which I duly did. On arriving in my office I discovered I had lost my ‘Personal Hotspot” I have 80 gigs of data monthly and every device I have is run off my personal hotspot. I am 70 years of age and trade in foreign currency to help supplement mine and my wife’s pensions. Without and other choice I drove to MTN in Stoneridge in Edenvale. After standing in the expected Q I got to see 1 of the consultants who made 1 call and handed my phone back to me and told me it was an IPhone problem and I had to drive to the IPhone store, the closest one being Eastgate. At Eastgate after once again being in the Q for 30 minutes I saw a consultant and explained my problem. He immediately asked if the MTN consultant had swopped Sim cards and I rep**** “No”. His question then was how could he determine it was a phone and not a sin card fault and send me all the way to Eastgate. He then swopped sim cards and both recovered the “Personal Hotspot” He explained that the phoned needed to be rebooted but that all the recognised network dealers had been trained in this this and it could have been sorted out at Stoneridge without sending me across town. Also I’m 70 years old and to avoid getting covid I do not frequent malls or Q alongside other people but without my phone I have no income. While I totally agree that the trip to Eastgate was not necessary. If your phone may need to be rebooted after a software update why does Apple not send a message to that effect along with the upgrade. Right now I still have no access to my internet as according to my PC it is limited. MTN are not admitting to any coverage problems and their answer to my problem is to give me a reference number and to ask me complete a lot of questions I have already answered. I have been a client of MTN for 10 yrs+ and from both multinationals like MTN and Apple this is not the kind of service I expect. MTN can claim as much as it is a load shedding problem as they do when you call but my wife at home is working off Telkom wireless outside of load shedding times with no problems and my daughter who is working off a Vodacom “Hotspot” from the same premises has no problem. My tenant who is working of “Cell C” says when the electricity goes down he has a problem but when it comes back on again he is back to normal. So why don’t MTN be honest and tell their clients they have an internet coverage problem since yesterday. Rgds Brian Hawken *** Brian Hawken, Owner, Maison Finesse Mobile: *** Email: *** From: Customer Care [mailto:***] Sent: 11 June 2021 09:25 AM To: *** Subject: Re: Contact us Query Coverage Enquiry [#***] Good day Brian, Please accept our apologies for the delayed response and any inconvenience incurred. Kindly populate the below template list and forward the completed mail to our Coverage contact centre hub on *** for them to assist with the coverage issue.

Alternatively you can also contact them on number *** toll-free from an MTN number or chargeable at standard call rates when calling from other from other SP's numbers. They are available on weekdays from 08:00 to 17:00. • Subscriber name: • Mobile number/s experiencing the problem: • Subscriber's alternate contact number: • Physical Street Address: • Suburb: • City: • Is it a voice or data problem: • Provide a brief description of the problem experienced: • When was the problem experienced? (Time of day / weather conditions, etc.): • Where is the problem experienced? (At home /when travelling (provide specifics of roads / intersections, etc.): • If the problem is experienced in a car, were you using a Bluetooth car kit? (Yes / no): • Is the problem experienced indoors or outdoors? • Make and model of handset / device: • Any other information: We trust that you find the above in order and look forward to being of service to you in future. Kind Regards, Nkosingiphile Ndlovu MTN SA Reference Number: ***

--Original Message-- From: *** Date: 06/11/2021 09:13 AM To: *** Subject: Contact us Query Coverage Enquiry Yello' , There was a query on Contact us from MTN.co.za

The details are as follows: First name: Brian Surname: Hawken Email Address: ***

Cellphone number: *** Subject: Coverage Enquiry Message: I have had limited coverage since yesterday and I run my whole business from my personal hotspot. Not even the courtesy of a warning from MTN about limited internet access. Its a really shoddy way to treat your customers. I am unable to trade at all. No internet no emails

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