Does MTN ever provide support that is not an IVR?

[vortext]

Hi,

We reularly deploy large numbers of GPRS modems using MTN SIM cards, sometimes up to 300 at a time.

However it is near impossible to get any kind of support if one hits network problems such as:

* Reception jumping and falling up to 50% every few seconds or so
* Connections being dropped even in high reception areas

The sales guys are happy to pass you onto to no-name brand help people who can't tell us more than it is your APN, which it most definitly is not. It is also not the modems as we've gone through multiple brands.

Kind of odd to have to post this kind of request, but does MTN provide any sort of enterprise level support? Vodacom certainly do.

 

[YelloFever]

Hi,

We reularly deploy large numbers of GPRS modems using MTN SIM cards, sometimes up to 300 at a time.

However it is near impossible to get any kind of support if one hits network problems such as:

* Reception jumping and falling up to 50% every few seconds or so
* Connections being dropped even in high reception areas

The sales guys are happy to pass you onto to no-name brand help people who can't tell us more than it is your APN, which it most definitly is not. It is also not the modems as we've gone through multiple brands.

Kind of odd to have to post this kind of request, but does MTN provide any sort of enterprise level support? Vodacom certainly do.

Good day,

Our corporate helpdesk normally assist with the above there number is 1555, please let me know if you don't come right and I'll escalate your query higher

Thanks MTNDD

 

[vortext]

Thanks for the relpy, but that line 1555 won't solve our problem

Tried that but with no success, we are still lookging for someone at MTN who could provide us with decent technical advice on why the MTN network does certain things.

Since we are rolling out 300+ GPRS SIM cards every six weeks, we normally can manage the techncail challenges. However somtimes we need high level technical support which is crippling to reach. Either you are pulled into the IVR whirlpool, or you get sudo experts or you have to "divine" your way to the source throuh fellow companies.

I'd kill for one single technical contact, who really knows his stuff, who could put up with maybe a call twice a month on a very terchncal issue.

Not much work for him, enormous help to us, we get the undivided truth about what to do/no to do and MTN continue selling bucket loads of contacts.

 

[YelloFever]

Tried that but with no success, we are still lookging for someone at MTN who could provide us with decent technical advice on why the MTN network does certain things.

Since we are rolling out 300+ GPRS SIM cards every six weeks, we normally can manage the techncail challenges. However somtimes we need high level technical support which is crippling to reach. Either you are pulled into the IVR whirlpool, or you get sudo experts or you have to "divine" your way to the source throuh fellow companies.

I'd kill for one single technical contact, who really knows his stuff, who could put up with maybe a call twice a month on a very terchncal issue.

Not much work for him, enormous help to us, we get the undivided truth about what to do/no to do and MTN continue selling bucket loads of contacts.

Good day,

I think its best that I get one our corporate sales to give you a call

PM me with your details and I'll put you in the right hands

MTNDD

 

[vortext]

Thanks for the assistance, we actually did get a reponse in the end which did help. I'll still take you up in the long term about having a better contact and I've PM'd you my details.

As an aside though. One of our sister companies has deployed a large number of MTN SIM cards for data use but they are still live for voice calls. Now we make use a PIN so that if someone pulled the SIM card out of the modem and tried to make voice calls they would be unable to make calls. They have no PIN set on the SIM.

Is there a a way for MTN to centraly block voice calls on these SIM cards (we're talking something like 500) as they can't send a technician to every site. We do this with Vodacom on the Messenger SIMs we use from them, but MTN front line service had said they couldn't do this. Are you aware of a solution?

 

[Edinetz]

You can set subscriber controlled barring. Cancel the voicemail divert if you can #002#, change the barring password from the default 0000 (do this in the menu I have forgotten the command) and activate barring for voice *33*Pin*11# voice, *33*Pin*16# SMS, *33*Pin*13# Fax, *33*Pin*20# Data.

The idea solution would be for MTN to activate an operator bar.

 

[Insider]

Is there a a way for MTN to centraly block voice calls on these SIM cards (we're talking something like 500) as they can't send a technician to every site. We do this with Vodacom on the Messenger SIMs we use from them, but MTN front line service had said they couldn't do this. Are you aware of a solution?

It depends if you simply went out and bought 500 prepaid starter packs then the admin involved and later complications becomes prohibitive. Ideally you should move them all to a data only priceplan on contract.

 

[vortext]

All are on data only contracts. Nothing quite like getting cellular bills in the post that run to hundreds of pages even though they have no itemised billing