Unacceptable 5G Service Quality

I am subscribed to Supersonic Uncapped 5G lite from MTN package, which advertises speeds of 150 Mbps download and 150 Mbps upload. However, for over a month, the service I have received has been drastically substandard. My connection speeds have consistently been less than 5 Mbps download and 1 Mbps upload, rendering the service practically unusable for its intended purpose. My attempts to resolve this issue through your standard support channels have been met with inaction and ineffective solutions. Please see a timeline of my efforts below: 1. Initial Tickets: I logged three separate support tickets regarding the slow speeds. These tickets were never attended to, and I received no communication or resolution. (If you have the ticket numbers, list them here). 2. Phone Call (Wednesday, July 16, 2025): Having received no help, I called your support line. The agent I spoke with was initially helpful and discovered that my router's coordinates were still pointing to a tower at my old address, despite me having officially updated my address with you in April 2025. 3. Attempted Fix: The agent updated the coordinates. This resulted in a temporary and minor speed improvement to approximately 40 Mbps. However, the 5G connection became extremely unstable, constantly disconnecting. The only way to maintain a stable connection was to force the router onto the 4G/4G+ network, which defeats the purpose of my 5G plan. 4. Follow-up Call (Thursday, July 17, 2025): The same agent followed up, and I advised her that the connection was now unstable and the speeds were still well below the advertised rate. She stated she would escalate the issue to a technician. 5. Technician's Response: I then received a generic response from your support team asking me to perform basic speed tests. The technician's message stated: "We have checked on our side, and the connection appears to be stable with the correct speeds being recorded... Could you please confirm if you are still experiencing slow speeds? If so, we kindly ask you to run the following speed tests..." This response is completely inadequate and demonstrates that my case has not been properly reviewed. • I am connected directly to the router via a LAN/Ethernet cable, so this is not a Wi-Fi issue. • The core issue, which I have repeatedly tried to explain, is the signal quality from your tower. The router's own administration dashboard clearly shows the 5G signal strength fluctuating between one (1) and three (3) bars. This is objective proof that the signal I am receiving is weak and unstable. I am paying a premium price for a premium 5G service. For over a month, I have received service that is worse than a basic 3G connection. The support process has been frustrating and has failed to resolve my issue at every step. I demand the following actions be taken immediately: 1. An urgent escalation of this complaint to a senior technician or a manager who can take ownership of this problem. 2. A proper technical investigation into the signal quality from your 5G tower to my physical location to identify and rectify the root cause of the weak and unstable signal. 3. A permanent resolution that ensures I consistently receive the 150 Mbps download and 150 Mbps upload speeds that I am contractually paying for. 4. A significant credit app**** to my account for the entire period I have received this substandard service. I expect a response from a senior representative within 48 hours outlining the concrete steps you will take to resolve this matter. If this is not addressed with the urgency it deserves, I will not hesitate to log a formal complaint with the Independent Communications Authority of South Africa (ICASA) and share my experience on public consumer forums. I trust that you will now give this matter the serious attention it warrants.