Ongoing internet service failure, poor customer service, and CPA concerns

I pay R700/month for a 150 Mbps upload/download package. My service frequently drops to 25 Mbps down / 15 Mbps up, making online meetings unreliable. My account now incorrectly shows 100 Mbps / 100 Mbps, which was not communicated.

Support attempts have failed:

Chatbot falsely claimed it was outside office hours.

I was transferred to Nontethelelo from 6:29 PM and connected at 7:47 PM; agent gave a generic response and ended the chat.

Thandi requested a speed test (32.35 Mbps down / 1.26 Mbps up) and claimed it was “correct,” despite being below my paid package.

My ticket SST899394 was closed without resolution; Thandi then logged SST899891, poorly written and lacking context. I logged SST899845. I was told “second line” would call within 72 hours.

I was transferred back and forth between agents without explanation. Communication was casual, dismissive, and unprofessional.

I am using a ZTE router (network light blue instead of white). It has not been moved. A recent two-day power outage may have contributed. I require a proper signal refresh and technical investigation.

MTN Selby network updates indicate a possible issue, but my service remains unusable.

CPA concerns:

Section 54: Service quality is below expectations.

Section 41: Misleading representations; advertised 150 Mbps service not delivered, and service profile altered without notice.

Resolution requested: Immediate restoration of the correct service profile, stable speeds, and professional support. If unresolved. Regards, Hlengiwe