Ongoing internet service failure and poor customer service

I am paying R700 per month for a 150 Mbps upload and download package. However, my service has been consistently underperforming, with download speeds frequently dropping to 25 Mbps or lower and upload speeds to 15 Mbps or lower. The instability has reached a point where I am unable to reliably attend online meetings, as I am repeatedly disconnected.

I have also recently noticed that my account profile now reflects a 100 Mbps / 100 Mbps service, which is not the package I signed up for or agreed to. This change was not communicated to me and is unacceptable.

While I have previously tolerated recurring speed drops around midnight, the situation has significantly worsened and is now impacting my work during standard business hours.

My attempts to resolve this through their support channels have been unsuccessful and concerning:

Their chatbot repeatedly claimed it was outside office hours when this was not the case.

I was “transferred to an agent” from 6:29 PM and only connected to an agent named Nontethelelo at 7:47 PM.

After being connected, the agent responded at 7:57 PM stating: “Kindly note that the 5G speed is not guaranteed, the speed fluctuates and also it depends with the tower you are connected to.” No further engagement, investigation, or troubleshooting followed, and the conversation ended shortly thereafter.

The following morning, an agent named Thandi was assigned to my case. I explained the issue again, and she requested that I perform a speed test. The results were 32.35 Mbps download and 1.26 Mbps upload. I was informed that this was the “correct speed,” despite it being significantly below the service I am paying for.

Thandi then stated that a reset had been requested and instructed me to restart my router after 15 minutes. When I asked for a reference or confirmation, I was told that notes had been added to my existing ticket. Upon checking, no such notes were present. When I raised this concern, the ticket I had logged previously (***) was closed without resolution and the chat was ended.

I was subsequently reassigned to Nontethelelo. After explaining the situation again, I was transferred back to Thandi without any communication or explanation. Thandi later stated that she had not closed my ticket and that she had gone on a tea break, during which time the system transferred me automatically.

Following this interaction, I logged a formal complaint ticket under reference SST899845. Separately, Thandi logged an additional ticket (***), which was poorly written, lacked context, and did not accurately reflect the history or severity of the issue. The interaction concluded with a statement that “second line” would contact me within 72 hours.

Regardless of internal system behaviour, the overall handling of this matter demonstrates a clear lack of professionalism and customer service etiquette. Communication was overly casual and dismissive, and the manner in which the issue was handled reflects inadequate training and poor customer care standards.

For completeness, I am using a ZTE router. The network light is currently blue, whereas it should be white. The router has not been moved or relocated. We did, however, experience a two-day power outage recently, which may have contributed to the issue. I require a proper signal refresh and a thorough technical investigation — not generic or dismissive responses.

Additionally, I received the following message earlier this week: “Supersonic Update: We are investigating reports of a potential issue affecting services on MTN in Selby. Thank you for your patience as we work to confirm the issue.”

Resolution Requested: Immediate restoration of the correct service profile, stable and usable speeds, and professional technical support.