Useless MTN and the 1555 graveyard

<p>Too whom this may concern:</p> <p> </p> <p>I have a data package with MTN and a B593 Modem and since the 27th of March if had a slow thoughput problem, in other word a slow internet connection. Also my devices do not register on your MTN site, which means I am connected to the internet but MTN can not see that Im connected.</p> <p> </p> <p>This problem was reported to on the 29 of March with Reference Number SMC 00 00 ********** and I was told that turnaround time for this problem will be 2 to 24 hours</p> <p> </p> <p>Since then I have phoned your customer service department and I have spoken to your coverage department (Ref number ********** ) who told me 1555 should solve this problem.</p> <p> </p> <p>I have reported the same problem on the dates below and spoken to the people listed below with no joy. The comment all the time after been on hold a long time is that its been escalated and I will have feedback the next day which never happen.</p> <p> </p> <p>30 March, reported the same problem</p> <p> </p> <p>1 April, Did speak to Mamorena and Supervisor Liza @ 1555</p> <p> </p> <p>3 April, Phoned 1555 and I was told that the request was send to Sibosiso</p> <p> </p> <p>4 April @ 8:00; I phoned coverage (ref ********** ) and was told that this is not a coverage problem and I need to speak to 1555; keeping in mind that 1555 transfered me to Coverage</p> <p> </p> <p>4 April @ 18:40; Did speak to Luciano and then Liza (Supervisor) @ 1555 and they confirmed that the problem was escalated to an engineer called Ifrahim</p> <p> </p> <p>6 April @ 14:00; internet was completey down and I phone 1555 and received the same comment. The problem is escalated and i will have a response the next day. No response, no feedback and the problem is still the same ( Ref 251 201 735)</p> <p> </p> <p>6 April @ 19:24; Did speak to Luciano @ 1555, No feedback and no answer so the issue was escalated again</p> <p> </p> <p>7 April; I phoned 1555 and discussed the same issue with Cindy and Luciano . I was told that Christine will phone back with feedback and I did not receive a call back</p> <p> </p> <p>10 April; I phoned 1555 and discussed the issue with Liza the supervisor, she said she will contact me back with an answer. She never phoned back but I received an sms stating that the issue was send through to your Central Network Ops Centre and that they have no feedback.</p> <p> </p> <p>11 April @ 14:53, I phoned 1555 and recieve the same answer that they do not have any feedback and that they will escalate the problem again</p> <p> </p> <p>11 April @ 1515; Charles from 1555 left me a message stated that they still do not have an answer</p> <p> </p> <p>11 April @ 20:03, I phoned 1555 and had a long discussionw with Charles who promissed me that I will have feedback tomorrow the 12 of April</p> <p> </p> <p>12 April Speed testing was done at my house by Sivosiso and the result was that the Upload and Download speed was very low.</p> <p> </p> <p>19 April; Jessie from 1555 phone to ask if the problem was solve and the answer was NO as I did test the system the previous night with no change in the situation</p> <p> </p> <p>22 April, I phoned twice, had a discussion with Christine the supervisor, no feedback and no time line to fix this problem</p> <p> Phone a second time, Christine send another mail and asked the head of technical to give me a call with feedback which has not happened.</p> <p> </p> <p>25 April; Did speak to Luciano again and to Christine who phoned Ifrahim asking him to give me feedback the next day</p> <p> </p> <p>26 April, received and sms @ 23:00 stating that the support team completed the updates and that they need a time buffer of 3 days to complete testing</p> <p> </p> <p>26 April, Huawei also phoned and asked if they could send a person to do speed test again on the 28th.</p> <p> </p> <p>27 April, phoned 1555 and did speak to a consultant, who will ask Christine to phone me when so start at 14:00. Still waiting, no phone call</p> <p> </p> <p>28 April, went to the MTN store in Centurion, was helped by Doris who could not help me as the problem is a though put problem.</p> <p> </p> <p>28 April; Dume from 1555 tech support phoned and after our discussion she promised feedback by noon; obviously no feedback</p> <p> </p> <p>28 April; Huawei did test at the site again with the same result as the test 2 weeks ago, slow internet though put, thus slow upload and download speed,</p> <p> </p> <p>28 April, phoned 1555 and had a conversation with a very rude Liza who had no answer and could not give any feedback as 1555 promised earlier in the day. I demanded and answer and was put on hold to wait. After 36 minutes the call was cut and I was disconnected.</p> <p> </p> <p> </p> <p>As you can see the service, the response and the turnaround time given to me by the staff in 1555 is absolutely unacceptable. Your customer service and your response is shocking and I find it totally unaceptable that I need to pay for a service that you obviously can not provide. You have incompenent staff uncapable of solving an issue which should have taken 2 to 24 hours as per your 1555 centres turnaround time.</p> <p>This problem has now been ongoing for more than a month and has been reported as per the above information nearly two weeks ago without even receiving an answer or a solution back. The only feedback is no feedback and the only answer is no answer.</p> <p> </p> <p>I did a data speed test on speedtest.net tonight and your download speed is a shocking 0.5 Mbps and the upload did not register a speed at all and this with full signal.</p> <p> </p> <p>I expect my money back for the last two weeks as this is a clear breach of contract from MTN side as I pay for a service which you are unable to provide.</p> <p> </p> <p>And to top this off I have mailed the same complaint to ********** on the 11/04 and 18/04 with no answer from them as well.</p> <p> </p> <p>Your response will be appreciated.</p> <p> </p> <p>Regards Johan Roodt</p> <p> </p>