Pathetic Customer Service from an MTN company!

I signed up over a month ago with Supersonic. I explained I could not afford an interruption in my FTTH service. They said they could do nothing until the line was released by the previous service provider. I waited the month for the line to be released, which was the 9th of Sep. I called on the 8th to remind them that they need to connect me the next day. I was once again told that it will all be done when the line was released and Abdul from the Project Management dept would contact me.

On the 9th when the line was released, I called them to findout when the line will be activated. I was then told, that Abdul was in training. I insisted that someone else help and they then gave me the username and password. I tried using that, but it did not work.

I called back and then was told, that I need their router as the old one won't work. The supposed "technical superstar" could not even given me the DNS for Supersonic to configure my old router. They then told me that the Supersonic router has just been ordered and I "may" get it next week sometime. Surely this could have been ordered and delivered to me during the month I waited for them?

I escalated to a manager on 10/9 who only identified themselves as James. He assured me that the router will be delivered by Monday latest, as their technicians were fully booked, but they would try to fit me in earlier if possible. He also said that he spoke to Abdul from PM who will contact me urgently to get my current router connected, whilst I waited for the new router.

On 11/9 I called twice and to escalate as I heard nothing from Abdul. Now, no one knows who James is. I spoke with a Rebbeca who said she would escalate a second time with Abdul via email. Her manager was in a meeting and she could not tell me when he/she would be out of the meeting. I was prepared to wait, as I spent 5 hours on mobile calls this week with them, already...

I warned Rebecca that I would now be reporting this on Hello Peter as they are unable to help me and I am unable to work without internet.

The case numbers are:

Cas -178711-k0c3b2 Cas-179263-b9b7n0 Cas-179240-c8e6r2 Cas - 179875-y2p5t2 Cas -180353-j1h4z1 Cas - 181313-y7j9b7 Cas - 182230-z0y7c6 Rebecca - 11/09/2020@11:38

WO 106763