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technofool
Senior Member
MTN Active problems
I have had an MTN contract since January. I logged a call because I could not get onto the MTN Active website. After 8 months I still can't get onto the MTN Active website to manage my account.
May GOD help you if you have a problem because MTN can't or won't help you.
The ONE thing they don't fark up is taking money out of your account every month.
Oh Well, I suppose I should be thankful, I get to make a call every now and again.
I have had an MTN contract since January. I logged a call because I could not get onto the MTN Active website. After 8 months I still can't get onto the MTN Active website to manage my account.
- No progress in 8 months,
- countless calls to 'Helpless' Desk,
- many hours on hold,
- 4 different reference numbers,
- Helpdesk tickets get closed arbitrarily,
- being passed from pillar to post,
- never being able to speak to a supervisor,
- calls never returned,
- Helpdesk system down repeatedly, 2 days this time
- refusing to answer my call,
May GOD help you if you have a problem because MTN can't or won't help you.
The ONE thing they don't fark up is taking money out of your account every month.
Oh Well, I suppose I should be thankful, I get to make a call every now and again.
Budza
Executive Member
I used to be able to see my Itemised Billing online, copy data and put into excel for ease of separating business from personal calls.
Now it's a highlighter and pen and paper
eMpTN.
Now it's a highlighter and pen and paper
eMpTN.
Voldemort
Death eater
Send me your number and the reference numbers, il check what the holdup is.
technofool
Senior Member
@snakepit I emailed you my details.
In the meantime I kept on trying to followup with the MTN Helpdesk. Finally got through again today after the helpdesk system was intermittently down for the last 5 days.
After another 45 minutes on the line it looks like this assistant noticed that my 084 number has not been completely ported from CellC. I can make and recive calls OK, I think, but the MTN Active webpage does not like my ported 084 number, it seems. Let's hope that after 8 full months of complaining there might be a resolution in sight. Apparently it should take no more than 10 more days to fix.
Now I hope they don't cock up the working bits.
How do I know that I am receiving all the calls that are trying to get through to my number? I have heard nightmare tales of people who can't get calls from just one of the other networks. For example the phone rings and you can make calls but when a Vodacom number tries to call your number, nothing happens and you never know until they get hold of you from another number and remember to tell you that they can only call you from their land line. That also took my friend about 8 months to sort out.
I hope there is a clause in the new Consumer Protection Act that will render your 2 year contract null and void if the supplier fails to fulfill their side of the contract. Once they start losing customers and money because they cant resolve issues they will make an effort. Companies only understand one thing, profit.
In the meantime I kept on trying to followup with the MTN Helpdesk. Finally got through again today after the helpdesk system was intermittently down for the last 5 days.
After another 45 minutes on the line it looks like this assistant noticed that my 084 number has not been completely ported from CellC. I can make and recive calls OK, I think, but the MTN Active webpage does not like my ported 084 number, it seems. Let's hope that after 8 full months of complaining there might be a resolution in sight. Apparently it should take no more than 10 more days to fix.
Now I hope they don't cock up the working bits.
How do I know that I am receiving all the calls that are trying to get through to my number? I have heard nightmare tales of people who can't get calls from just one of the other networks. For example the phone rings and you can make calls but when a Vodacom number tries to call your number, nothing happens and you never know until they get hold of you from another number and remember to tell you that they can only call you from their land line. That also took my friend about 8 months to sort out.
I hope there is a clause in the new Consumer Protection Act that will render your 2 year contract null and void if the supplier fails to fulfill their side of the contract. Once they start losing customers and money because they cant resolve issues they will make an effort. Companies only understand one thing, profit.
Voldemort
Death eater
Hi there
Ihavent recieved your e-mail, i havent included an e-mail address? rather PM, lemme follow up.
Ihavent recieved your e-mail, i havent included an e-mail address? rather PM, lemme follow up.
technofool
Senior Member
Proudly South African Embarrassment
@Snakepit Thanks for your effort but I did a follow up yesterday and today again. Yesterday the call center agent was a crafty one, he must have noticed the 8 month history on this ticket and he entered the password 3 times to lock the MTN Active website and activate the 1 hour lock. "Sorry can't do anything about that". Nice one Bozo. Didn't get his name.
I have made 22 calls to the 1781 number since 25 Jan when I first logged this call. I have spent hours on hold, I have been given endless assurances that the issue will be resolved, many apologies for the inconvenience BUT no progress in 8 months.
Anyway when I got through this morning I was told yet again that the issue had been successfully resolved. All the agent, Zama Nkosi, could tell me was that the issue was resolved. So I gave her my login details and asked her to try, no luck.
And so the wait continues. May this be a warning to anybody thinking of signing a contract with MTN. They are full of promises but they struggle to deliver because their Call Center is dysfunctional.
@Snakepit Thanks for your effort but I did a follow up yesterday and today again. Yesterday the call center agent was a crafty one, he must have noticed the 8 month history on this ticket and he entered the password 3 times to lock the MTN Active website and activate the 1 hour lock. "Sorry can't do anything about that". Nice one Bozo. Didn't get his name.
I have made 22 calls to the 1781 number since 25 Jan when I first logged this call. I have spent hours on hold, I have been given endless assurances that the issue will be resolved, many apologies for the inconvenience BUT no progress in 8 months.
Anyway when I got through this morning I was told yet again that the issue had been successfully resolved. All the agent, Zama Nkosi, could tell me was that the issue was resolved. So I gave her my login details and asked her to try, no luck.
- "Oooh, I'm sorry sir your account is now locked. We'll have to wait an hour."
- She then tried to fob me off with the usual "I'll refer this to the technical department", I told her we had already tried that before, with no success.
- She said, "I'll escalate it to a supervisor", I told her we had already tried that before, I want to speak to the supervisor. "Sorry she is on a call."
- Eventually after another 15minutes I get to speak to a supervisor, Charmanine Abiram. Hallelujah, first time in 8 months. She promises to get back to me within the hour.
- To her credit Charmaine did get back to me exactly on the hour to tell me her boss Prabashan Narianan, Manager of the JHB Call Center was in a meeting to try and resolve this issue.
- Prabashan Narianan, JHB Call Center Manager, did call back to tell me he is following up on my issue and will call back later in the day with feedback. He admitted that this is the first time that he was aware there was a problem. In 8 months his staff were unable to raise a problem issue to his attention. He has so dis-empowered his staff that the only tools at their disposal, escalation or referral to another department, are useless. It must be an horrible environment to work in.
And so the wait continues. May this be a warning to anybody thinking of signing a contract with MTN. They are full of promises but they struggle to deliver because their Call Center is dysfunctional.
Voldemort
Death eater
Hi there,
I understand your frustration- i have a habit of going higher and higher within the organisation to get results, this matter is not closed by a long shot....
I understand your frustration- i have a habit of going higher and higher within the organisation to get results, this matter is not closed by a long shot....
Voldemort
Death eater
Hi there,
ive been advised that the issue was resolved, plus the delay is being investigated as per senior management- could you try logging in and let me know?
ive been advised that the issue was resolved, plus the delay is being investigated as per senior management- could you try logging in and let me know?
technofool
Senior Member
An Underwhelming Resolution
@Snakepit - That is what I eventually achieved yesterday. After 8 months of trying and being fobbed off with various excuses, I managed to speak to Prabashan Narianan, Call Center Manager (JHB), after I convinced the agent that they could not help me.
Never mind the time wasted during first 7 months, over the last 3 weeks alone, I have called 1761 more than 14 times and spent more than 3 hours 39 minutes on the line trying to resolve this issue.
CellC took out a full page advert in the Sunday Times (R100 000 ???) to apologize to their customers for inadequate service. If you are serious about customer service you need to thank your customers for helping you to be better.
What will MTN do to show their customers they do care, to say thank you to me for my perseverance and high-lighting of where their problems are and the inconvenience and frustration I suffered while I struggled through their problem with them. I will not be surprised if they do NOTHING because I don't think they care at all.
When I managed to speak to a manager the issue was resolved in a couple of hours. This only makes the whole issue more pathetic. Customer service that takes 8 months to action a 3 hour solution. More pathetic than ever.
This is why we need strong consumer protection laws and regulation to force business to do the right thing.
@Snakepit - That is what I eventually achieved yesterday. After 8 months of trying and being fobbed off with various excuses, I managed to speak to Prabashan Narianan, Call Center Manager (JHB), after I convinced the agent that they could not help me.
Never mind the time wasted during first 7 months, over the last 3 weeks alone, I have called 1761 more than 14 times and spent more than 3 hours 39 minutes on the line trying to resolve this issue.
CellC took out a full page advert in the Sunday Times (R100 000 ???) to apologize to their customers for inadequate service. If you are serious about customer service you need to thank your customers for helping you to be better.
What will MTN do to show their customers they do care, to say thank you to me for my perseverance and high-lighting of where their problems are and the inconvenience and frustration I suffered while I struggled through their problem with them. I will not be surprised if they do NOTHING because I don't think they care at all.
When I managed to speak to a manager the issue was resolved in a couple of hours. This only makes the whole issue more pathetic. Customer service that takes 8 months to action a 3 hour solution. More pathetic than ever.
This is why we need strong consumer protection laws and regulation to force business to do the right thing.
Voldemort
Death eater
i wont drop this matter, rest assured, il have an answer for you soon.
I would like to extend a heartfelt apology for the manner in which this was dealt with.
I would like to extend a heartfelt apology for the manner in which this was dealt with.
Hi, i also have the same problem. It is now a year since I last could log onto the MTNactive website!!! I also logged it with 808 and 1761 several times, but still nothin'!! It gives me the error: "System Error / Exception java.lang.NullPointerException"
@ snakepit: Can you maybe help me?
@ technofool: did you had or still have the "Dual sim" service activated? I think my problems started when I activated that service.
@ snakepit: Can you maybe help me?
@ technofool: did you had or still have the "Dual sim" service activated? I think my problems started when I activated that service.
technofool
Senior Member
@jd.vdm Hi, I have the most basic setup, the R119 pm phone and sim, nothing fancy like double sims. What I learned is that the 'squeaky wheel' gets the service. You have to be a real pain, waste their time, pester them, bully them. Don't be rude or swear but be difficult, don't take no for an answer. Keep track of your reference numbers and moan.
You have to get past the Call Center Agents because they are there to block you. They have NO POWER to fix anything except the most simple problems. So all they do is waste your time.
Take their names, have them spell it out and write it down, then ask them who their boss is and then start with your story.
Your biggest problem is getting round the Call Center Agents. The minute I spoke to the Manager my problem started getting solved.
You have to get past the Call Center Agents because they are there to block you. They have NO POWER to fix anything except the most simple problems. So all they do is waste your time.
Take their names, have them spell it out and write it down, then ask them who their boss is and then start with your story.
Your biggest problem is getting round the Call Center Agents. The minute I spoke to the Manager my problem started getting solved.
Voldemort
Death eater
Not sure, but il try...pm me your cell number along with the reference numbers, tx.
Budza
Executive Member
Good luck snakepit- sounds like even you are starting to struggle. It took these fools 3.5 months to sort out my change of ownership request. Each time it's the same: repeat the story to the call-centre bot, get the run around. Rinse & repeat.
I have noticed the website does not work with Chrome (logged/reported the issue, unlikely anyone cares). Think kept telling me my password was invalid. There is some BS number you need to pay to call to get the thing reset. On principle, I refused. After a few months, I happened to try again for some reason from IE, and it worked.
Totally agree that the bots are useless and are there only to prevent you getting the help you need. Squeaky wheel indeed- what I'd like to know, is how many of those wheels just break off??
I have noticed the website does not work with Chrome (logged/reported the issue, unlikely anyone cares). Think kept telling me my password was invalid. There is some BS number you need to pay to call to get the thing reset. On principle, I refused. After a few months, I happened to try again for some reason from IE, and it worked.
Totally agree that the bots are useless and are there only to prevent you getting the help you need. Squeaky wheel indeed- what I'd like to know, is how many of those wheels just break off??
Voldemort
Death eater
I struggle on most occasions lol, many of the help topics listed here are far from my field of expertise now- ive never even used the MTNactive service
Does the application still not work with Google chrome?