MTN Service Provider

[MTNBroadband]

Regards all

I would like to welcome MTN SP to the forum to handle products, billing and customer care queries etc related to MTN Service Provider

A number of queries on this forum are addressed to MTN (the network) but actually relate to MTN Service Provider.

If you have queries about the 808 number, Callquest, loading of bundles etc please address them through this thread.

We now have three support people - MTN BB for network/broadband queries, MTN Handsets for handset-related queries and MTN SP to handle MTN Service Provider queries.

Ultimately we are all in the same group so will work together but will be able to give faster and more specific answers.

It will help a lot if you use the correct threads.

Thanks

MTNBB

 

[MTN SP (CIC)]

Yes,

That's right my name is Clive and the other person attending would be Gareth anything we can help you with we'll be more than happy.....


Thanks MTNSP
Clive & Gareth

 

[ajax]

Hmm, Vodacom only has one representative on this forum...
Thanx MTN, you guys really are serious about service.

And welcome MTN SP!

You know what this means, of course, if one of you becomes slack and does not respond to forumites' queries, we will bug the remaining 2 representatives

 

[MTN SP (CIC)]

Good Morning Everyone.


Yes that's right.

People here @MTNSP do our best to ensure our customer's needs are met.

Hope you all have a great day.


Clive & Gareth
MTNSP
Smile

 

[Goobie]

OK MTNSP, I'll go first,
even though I haven't officially been billed for it yet, how big a process (or frustration) will it be to convince the person at 808 that there is a mistake with my bill and to rectify the wrong GPRS charges on my account: I surfed the web on the eveming of the 11th when the data rates were supposed to have been lowered to R2/Mb, according to my online itemized account on Callquest I'm gonna pay R50/Mb.

 

[MTN SP (CIC)]

OK MTNSP, I'll go first,
even though I haven't officially been billed for it yet, how big a process (or frustration) will it be to convince the person at 808 that there is a mistake with my bill and to rectify the wrong GPRS charges on my account: I surfed the web on the eveming of the 11th when the data rates were supposed to have been lowered to R2/Mb, according to my online itemized account on Callquest I'm gonna pay R50/Mb.

Good Morning Goobie.

Well let me say that you might encounter a problem with them sending a credit through for the incorrect charges as there's currently a policy in place that only allows us to credit closed invoices but if you PM me I can look at your number and escalate it, as the billing does seem to be a problem and needs to be looked into.

Thanks
MTNSP

 

[MTN SP (CIC)]

Good day.


Thanks for your PM Goobie.

We'll be getting back to you ASAP.

MTNSP.

 

[jano]

MyChoiceXXX and International Roaming

Hi MTNSP

Glad to have you on the forum. I'm hoping you can answer a relatively simple question for me.

Preamble:I started out with MTN on the MyCall100, because it was (and still is) the best low usage cellphone contract available (I particularly like the inclusion of 15 peak minutes and 15 SMSs, and of course the 24-month reduced subs offers). When the time came to upgrade, I decided to switch to a MyChoice150, partly because I find myself using more peak than off-peak minutes (and I don't want to pay R300pm for a ProCall).

A second (big) benefit is that the R150pm value I get can be spent on anything, peak/off-peak calls, SMSs, data, ... EXCEPT international roaming, it seems.

I'm spending several months a year (combined total) overseas on business, and thought an inclusive value package was perfect for me, since the R4-SMSs I send from the other side and odd phone call can be counted against my inclusive value. And since I can't use bundled minutes while roaming, I thought inclusive value was the way go.

Is this the way it should be?

 

[martin]

...

We now have three support people - MTN BB for network/broadband queries, MTN Handsets for handset-related queries and MTN SP to handle MTN Service Provider queries.

Ultimately we are all in the same group so will work together but will be able to give faster and more specific answers.

...

We are witnessing the future of customer support, pioneered in the MyBroadband forums. I've never heard of any other forums that have company representatives (in their official capacity) participating. Very impressive.

 

[MTN SP (CIC)]

Hi MTNSP

Glad to have you on the forum. I'm hoping you can answer a relatively simple question for me.

Preamble:I started out with MTN on the MyCall100, because it was (and still is) the best low usage cellphone contract available (I particularly like the inclusion of 15 peak minutes and 15 SMSs, and of course the 24-month reduced subs offers). When the time came to upgrade, I decided to switch to a MyChoice150, partly because I find myself using more peak than off-peak minutes (and I don't want to pay R300pm for a ProCall).

A second (big) benefit is that the R150pm value I get can be spent on anything, peak/off-peak calls, SMSs, data, ... EXCEPT international roaming, it seems.

I'm spending several months a year (combined total) overseas on business, and thought an inclusive value package was perfect for me, since the R4-SMSs I send from the other side and odd phone call can be counted against my inclusive value. And since I can't use bundled minutes while roaming, I thought inclusive value was the way go.

Is this the way it should be?

Good Morning.

Thanks for your valued reply.

Unfortunately with anything related to free minutes or anything on the package itself does not apply for anything international e.g if you make a international call from SA and you have free minutes it doesn't get deducted from your free minutes. I hope I've answered your question ?

MTNSP

 

[MTN SP (CIC)]

OK MTNSP, I'll go first,
even though I haven't officially been billed for it yet, how big a process (or frustration) will it be to convince the person at 808 that there is a mistake with my bill and to rectify the wrong GPRS charges on my account: I surfed the web on the eveming of the 11th when the data rates were supposed to have been lowered to R2/Mb, according to my online itemized account on Callquest I'm gonna pay R50/Mb.

Good day Goobie

I've received feedback from our Consumer Billing Queries department and they have advised that they can only look into the bill once the invoice becomes billed. I've escalated it to my manager awaiting feedback as to the way your account was billed on that particular time.

Will feedback ASAP.

MTNSP

 

[jano]

Unfortunately with anything related to free minutes or anything on the package itself does not apply for anything international e.g if you make a international call from SA and you have free minutes it doesn't get deducted from your free minutes.MTNSP

1) So, if I have R100 bundled value available and I make an international call from within SA, I will get billed "separately" for the call, and my bundled value will stay untouched?

2) What would happen on a MyChoiceTopUp? Would the first R75 (bundled) be available only for local usage, and any top-up vouchers be available for international usage? (I know you can make international calls with a prepaid account.) Can one roam internationally with a MyChoiceTopUp?

Thanks

 

[MTN SP (CIC)]

1) So, if I have R100 bundled value available and I make an international call from within SA, I will get billed "separately" for the call, and my bundled value will stay untouched?

2) What would happen on a MyChoiceTopUp? Would the first R75 (bundled) be available only for local usage, and any top-up vouchers be available for international usage? (I know you can make international calls with a prepaid account.) Can one roam internationally with a MyChoiceTopUp?

Thanks

No sorry I meant if there are any free minutes allocated within a package they get billed separately say you have a 15 peak minutes and you make a international call it will not come off the free minutes it will be charged via normal rate. If you have R75 and you make a international call from MyChoiceTopUp it will be deducted off that R75. With a MyChoiceTopUp you are not able to Roam unfortunately as there would be no outlets within the other country's. Where by you would be able to obtain a card to top-up with and the network hasn't been provisioned for Prepaid - My Choice to work abroad as yet.

 

[jano]

If you have R75 and you make a international call from MyChoiceTopUp it will be deducted off that R75.

OK, I think we are getting close...

I understand that peak/off-peak minutes don't apply to international calls - no problem there. So my 2 last questions (hopefully):

1) I am on a MyChoice150 and have say R100's worth of bundled value left. From within SA I call or SMS someone overseas. This goes off my bundle, right?

2) [The real bottom-line question] I now go overseas, roaming is enabled and working, and I have say R80's worth of bundled value left. I call or SMS someone (in SA or overseas). Does this go off my bundle, or do I pay "separately"?

 

[MTN SP (CIC)]

OK, I think we are getting close...

I understand that peak/off-peak minutes don't apply to international calls - no problem there. So my 2 last questions (hopefully):

1) I am on a MyChoice150 and have say R100's worth of bundled value left. From within SA I call or SMS someone overseas. This goes off my bundle, right?

2) [The real bottom-line question] I now go overseas, roaming is enabled and working, and I have say R80's worth of bundled value left. I call or SMS someone (in SA or overseas). Does this go off my bundle, or do I pay "separately"?

1. To your first question Yes

2. And your answer to your second query is yes it comes off your R150

 

[ScrnScrm]

Hi MTNSP.
Just some feedback on your call center. I called earlier this week and was told by an agent that EDGE is not available on the MTN network???? If you want, I will PM you the guys name, but I think you may have a broader issue here - the agents seem uncomfortable handling data related questions.

secondly - i need some clarity on how the bundles work. if i connect to my company APN, does it come out of my bundle, or am I billed out of bundle rates?

thanks -

 

[MTN SP (CIC)]

OK, I think we are getting close...

I understand that peak/off-peak minutes don't apply to international calls - no problem there. So my 2 last questions (hopefully):

1) I am on a MyChoice150 and have say R100's worth of bundled value left. From within SA I call or SMS someone overseas. This goes off my bundle, right?

2) [The real bottom-line question] I now go overseas, roaming is enabled and working, and I have say R80's worth of bundled value left. I call or SMS someone (in SA or overseas). Does this go off my bundle, or do I pay "separately"?

I hope I've answered your question ?

 

[jano]

I hope I've answered your question ?

Yes, thanks.

 

[MTN SP (CIC)]

Hi MTNSP.
Just some feedback on your call center. I called earlier this week and was told by an agent that EDGE is not available on the MTN network???? If you want, I will PM you the guys name, but I think you may have a broader issue here - the agents seem uncomfortable handling data related questions.

secondly - i need some clarity on how the bundles work. if i connect to my company APN, does it come out of my bundle, or am I billed out of bundle rates?

thanks -

Could you please PM me the agents details I'll look into it immediately.

As far as How do the bundles work - Here's some info for you:


MTNdataLIVE is particularly efficient for staying connected to the internet to check for emails or calendar updates or to surf a WAPsite. With this service you stay connected as long as you need without paying a hefty price for the privilege. Rather, you pay only for the data you send and receive while connected.

How do I get it?
You will need a GPRS-enabled cellphone or other device to access this service. Please check either your cellphone’s instruction manual or call its manufacturer for more information.

How does it work?
Using the general packet radio services or GPRS technology as the data bearer, the service in effect divides files into small data packets that are then transmitted across the MTN network.

What can I use MTNdataLIVE for?

* Connect your laptop and PC to the Internet via a GPRS enabled phone or GSM/GPRS modem.
* Monitor remote services such as alarm systems and tracking devices.


What does this service offer me?

* An “always on” data connection.
* Pay only for what you use and not for the time you’re connected.
* Instantaneous connectivity as there is no dial-up needed.
* Take voice calls while keeping your Internet connection, which is suspended during calls but automatically reconnects after a call has ended.
* A “future proof” technology that grows with your data usage and technology.


As to your question - If you connect via your APN yes it does come off your bundle.

Hope this helps

Thanks Clive

 

[MTN SP (CIC)]

OK MTNSP, I'll go first,
even though I haven't officially been billed for it yet, how big a process (or frustration) will it be to convince the person at 808 that there is a mistake with my bill and to rectify the wrong GPRS charges on my account: I surfed the web on the eveming of the 11th when the data rates were supposed to have been lowered to R2/Mb, according to my online itemized account on Callquest I'm gonna pay R50/Mb.

Here is the feedback I've received from the network.


GPRS data on the 11th April was erroneously delivered by Network Group prior to the new Data rates being updated. This resulted in data being rated at the old rate and not the new rate. (See details below).

Credits will be calculated for this data.

Thanks Clive.