MTN SMS messages not delivered to Orange in UK

[Hein01]

I am a South African and have been living in the UK for the last 6 years. I’ve been here in the UK with Orange as service provider, using the same mobile number from 2004, with no issues until my frustrations started 2 weeks ago.

All of a sudden I do not receive SMS messages from MTN numbers in South Africa but the same MTN users can receive my Orange SMS messages. I can send SMS's and also receives SMS's locally from the UK and internationally from Europe, New Zealand, Australia etc.

At first I thought the problem must be with Orange but now I have my doubts as my Orange number in the UK can receive SMS's from Vodacom in SA, but not from any MTN number (including my bank (ABSA) who use MTN for sending me SMS notifications for online banking). Other Orange numbers in the UK can receive my MTN-originated SMS's. I have determined that it is definitely not my phone or SIM card.

To make the problem even more complicated – I was on a Orange pre-paid contract for 5 years and then went on Orange pay-as-you-go for a few months and then 3 weeks ago back to Orange pre-paid contract. Orange is convinced that the switch-over from pay-as-you-go to pre-paid 3 weeks ago has nothing to do with the current problem and that it is just a coincidence. Orange escalated the issue to the highest support levels in their applications and networks departments and have now told me that it is definitely an issue with the MTN network in South Africa so Orange is going to close the call as they can’t do anything else to resolve the issue.

My brother in South Africa tried to escalate the issue within MTN but it is so difficult to find a MTN support number that works and if you eventually do manage to talk to a customer services person the only help they give is “I can see the SMS messages are in “pending” status on MTN network and nothing else they can do”.

This is very frustrating and I’ve ran out of ideas now on how to do any further fault finding for the issue.

Anybody out there that is experiencing the same issue at the moment or in the past?

Anyone out there who is an MTN-insider who can suggest how I get MTN to check this problem out?

Thanks

 

[LazyLion]

Hmm, you should probably also post this in the MTN forum so that some of the gurus there can help as well....

http://mybroadband.co.za/vb/forumdisplay.php?f=106

 

[Hein01]

I am a South African and have been living in the UK for the last 6 years. I’ve been here in the UK with Orange as service provider, using the same mobile number from 2004, with no issues until my frustrations started 2 weeks ago.

All of a sudden I do not receive SMS messages from MTN numbers in South Africa but the same MTN users can receive my Orange SMS messages. I can send SMS's and also receives SMS's locally from the UK and internationally from Europe, New Zealand, Australia etc.

At first I thought the problem must be with Orange but now I have my doubts as my Orange number in the UK can receive SMS's from Vodacom in SA, but not from any MTN number (including my bank (ABSA) who use MTN for sending me SMS notifications for online banking). Other Orange numbers in the UK can receive my MTN-originated SMS's. I have determined that it is definitely not my phone or SIM card.

To make the problem even more complicated – I was on a Orange pre-paid contract for 5 years and then went on Orange pay-as-you-go for a few months and then 3 weeks ago back to Orange pre-paid contract. Orange is convinced that the switch-over from pay-as-you-go to pre-paid 3 weeks ago has nothing to do with the current problem and that it is just a coincidence. Orange escalated the issue to the highest support levels in their applications and networks departments and have now told me that it is definitely an issue with the MTN network in South Africa so Orange is going to close the call as they can’t do anything else to resolve the issue.

My brother in South Africa tried to escalate the issue within MTN but it is so difficult to find a MTN support number that works and if you eventually do manage to talk to a customer services person the only help they give is “I can see the SMS messages are in “pending” status on MTN network and nothing else they can do”.

This is very frustrating and I’ve ran out of ideas now on how to do any further fault finding for the issue.

Anybody out there that is experiencing the same issue at the moment or in the past?

Anyone out there who is an MTN-insider who can suggest how I get MTN to check this problem out?

Thanks

 

[Other Pineapple Smurf]

Good luck mate. MTN have really messed up this year a lot. I work for a WASP and see a lot of issues.

Best bet is to take it up with ABSA so that they can get their WASP involved. MTN will not help you out if your an individual - reality speaking here.

 

[Sensorei]

MTN's service is at an all time low and as an MTN subscriber suffering through their incompetencies I can only wish you good luck as MTN do very little to clean up their disasters of which there are many. My wife and I have both had endless problems with their overbilling, double billing, SLOW internet and lack of customer service. Rather get your brother to get a pay-as-you-go simcard with Vodacom to use to contact you.

 

[Saajid]

Good luck mate. MTN have really messed up this year a lot....

MTN will not help you out if your an individual - reality speaking here.

I can testify to this, with personal experience on 2 major problems I had. MTN doesn't give a crap about you.

Only Dr_Data on these forums was eventually able to help me. He's an MTN employee, an engineer or something, but not an official rep. for MTN. Send him a PM, ask nicely, and maybe he will be able to assist you.

MTN's service is at an all time low and as an MTN subscriber suffering through their incompetencies I can only wish you good luck as MTN do very little to clean up their disasters of which there are many.

Again, I can testify to this. Never mind all the complaints on myBB, in the MTN sub-forum, just read the comments section on the following ITWeb articles:

- MTN wins customer service prize
- MTN reacts to complaints

Unless Dr_Data is able to help you, I'm afraid you're wasting your time, energy and money going through official channels. Try to find alternative solutions. MTN will NOT help you!

 

[Mouse]

I am a South African and have been living in the UK for the last 6 years. I’ve been here in the UK with Orange as service provider, using the same mobile number from 2004, with no issues until my frustrations started 2 weeks ago.

All of a sudden I do not receive SMS messages from MTN numbers in South Africa but the same MTN users can receive my Orange SMS messages. I can send SMS's and also receives SMS's locally from the UK and internationally from Europe, New Zealand, Australia etc.

At first I thought the problem must be with Orange but now I have my doubts as my Orange number in the UK can receive SMS's from Vodacom in SA, but not from any MTN number (including my bank (ABSA) who use MTN for sending me SMS notifications for online banking). Other Orange numbers in the UK can receive my MTN-originated SMS's. I have determined that it is definitely not my phone or SIM card.

To make the problem even more complicated – I was on a Orange pre-paid contract for 5 years and then went on Orange pay-as-you-go for a few months and then 3 weeks ago back to Orange pre-paid contract. Orange is convinced that the switch-over from pay-as-you-go to pre-paid 3 weeks ago has nothing to do with the current problem and that it is just a coincidence. Orange escalated the issue to the highest support levels in their applications and networks departments and have now told me that it is definitely an issue with the MTN network in South Africa so Orange is going to close the call as they can’t do anything else to resolve the issue.

My brother in South Africa tried to escalate the issue within MTN but it is so difficult to find a MTN support number that works and if you eventually do manage to talk to a customer services person the only help they give is “I can see the SMS messages are in “pending” status on MTN network and nothing else they can do”.

This is very frustrating and I’ve ran out of ideas now on how to do any further fault finding for the issue.

Anybody out there that is experiencing the same issue at the moment or in the past?

Anyone out there who is an MTN-insider who can suggest how I get MTN to check this problem out?

Thanks

Complain here and they will call you back to resolve any problems.

 

[Other Pineapple Smurf]

Your joking on the hellopeter ... LOL

I've stopped using that site as I found that few of my complaints ever get resolved. Its also become a site for muther-grundies to hangout, its like a 2nd MyBB

 

[Voldemort]

I am a South African and have been living in the UK for the last 6 years. I’ve been here in the UK with Orange as service provider, using the same mobile number from 2004, with no issues until my frustrations started 2 weeks ago.

All of a sudden I do not receive SMS messages from MTN numbers in South Africa but the same MTN users can receive my Orange SMS messages. I can send SMS's and also receives SMS's locally from the UK and internationally from Europe, New Zealand, Australia etc.

At first I thought the problem must be with Orange but now I have my doubts as my Orange number in the UK can receive SMS's from Vodacom in SA, but not from any MTN number (including my bank (ABSA) who use MTN for sending me SMS notifications for online banking). Other Orange numbers in the UK can receive my MTN-originated SMS's. I have determined that it is definitely not my phone or SIM card.

To make the problem even more complicated – I was on a Orange pre-paid contract for 5 years and then went on Orange pay-as-you-go for a few months and then 3 weeks ago back to Orange pre-paid contract. Orange is convinced that the switch-over from pay-as-you-go to pre-paid 3 weeks ago has nothing to do with the current problem and that it is just a coincidence. Orange escalated the issue to the highest support levels in their applications and networks departments and have now told me that it is definitely an issue with the MTN network in South Africa so Orange is going to close the call as they can’t do anything else to resolve the issue.

My brother in South Africa tried to escalate the issue within MTN but it is so difficult to find a MTN support number that works and if you eventually do manage to talk to a customer services person the only help they give is “I can see the SMS messages are in “pending” status on MTN network and nothing else they can do”.

This is very frustrating and I’ve ran out of ideas now on how to do any further fault finding for the issue.

Anybody out there that is experiencing the same issue at the moment or in the past?

Anyone out there who is an MTN-insider who can suggest how I get MTN to check this problem out?

Thanks

Pm me your Orange number and an MTN number thats been trying to sms you ( 2 if possible would be great, il refer it our int sms department to run a trace for further answers, thanks for bringing this to our attention.

I can testify to this, with personal experience on 2 major problems I had. MTN doesn't give a crap about you.

Only Dr_Data on these forums was eventually able to help me. He's an MTN employee, an engineer or something, but not an official rep. for MTN. Send him a PM, ask nicely, and maybe he will be able to assist you.



Again, I can testify to this. Never mind all the complaints on myBB, in the MTN sub-forum, just read the comments section on the following ITWeb articles:

- MTN wins customer service prize
- MTN reacts to complaints

Unless Dr_Data is able to help you, I'm afraid you're wasting your time, energy and money going through official channels. Try to find alternative solutions. MTN will NOT help you!

You dont really miss an opportunity in dogging MTN, despite the fact that Dr Data successfully assisted you, even on the links you have posted, such blatant hostility.:wtf: Im really sorry you regard the company in sssssuch a poor light, that they will live up to your expectations one day is all one can hope for. This forumite is requiring assistance, however all that is posted here is condescending remarksssss?

 

[Saajid]

You dont really miss an opportunity in dogging MTN, despite the fact that Dr Data successfully assisted you, even on the links you have posted, such blatant hostility.:wtf: Im really sorry you regard the company in sssssuch a poor light, that they will live up to your expectations one day is all one can hope for. This forumite is requiring assistance, however all that is posted here is condescending remarksssss?

No I don't miss any opportunity. When a company is up to sh|t, I will publicize it. Very happily. Don't expect us to sit quietly when we're getting screwed over. And I say this as both an MTN shareholder, and a customer.

I have acknowledged Dr_Data for his assistance, and thanked him, and I have directed others to him as well, and he's helped them successfully. But do you really expect all of MTNs customers to come to myBB and send a PM to one it's employees to get their problems resolved?

Less than 0.1% of the RSA population even knows about myBB, let alone its forums, and let alone that some MTN employees are able to assist here voluntarily, on an unofficial basis. Expecting this is pathetic.

Why can't we get our problems resolved using the official channels, like the call center, or email? Hell, it would be great if MTN could assist when we complain on HelloPeter.com. But it just doesn't happen.

Oh, and I was helpful to this forumite - I directed him to Dr_Data, didn't I?

Or did you choose to read my post selectively?

And are the articles published on ITWeb not evidence enough to the pathetic service rendered by MTN to it's customers?

And don't get me started on "blatant hostility". As an MTN employee (I'm guessing you're one) you've obviously never had to interact with the MTN call center, or any of it's customer service channels. Please try to do this, and experience the hostility with which MTN treats its customers. Then maybe you will get some inkling understanding of the hostility returned to MTN by angry, frustrated customers, who are paying for a service they are not getting.

 

[Voldemort]

No I don't miss any opportunity. When a company is up to sh|t, I will publicize it. Very happily. Don't expect us to sit quietly when we're getting screwed over. And I say this as both an MTN shareholder, and a customer.

I have acknowledged Dr_Data for his assistance, and thanked him, and I have directed others to him as well, and he's helped them successfully. But do you really expect all of MTNs customers to come to myBB and send a PM to one it's employees to get their problems resolved?

Less than 0.1% of the RSA population even knows about myBB, let alone its forums, and let alone that some MTN employees are able to assist here voluntarily, on an unofficial basis. Expecting this is pathetic.

Why can't we get our problems resolved using the official channels, like the call center, or email? Hell, it would be great if MTN could assist when we complain on HelloPeter.com. But it just doesn't happen.

Oh, and I was helpful to this forumite - I directed him to Dr_Data, didn't I?

Or did you choose to read my post selectively?

And are the articles published on ITWeb not evidence enough to the pathetic service rendered by MTN to it's customers?

And don't get me started on "blatant hostility". As an MTN employee (I'm guessing you're one) you've obviously never had to interact with the MTN call center, or any of it's customer service channels. Please try to do this, and experience the hostility with which MTN treats its customers. Then maybe you will get some inkling understanding of the hostility returned to MTN by angry, frustrated customers, who are paying for a service they are not getting.

I worked in the call centre for the first 4 years i worked at the company-it was quite an ordeal, heck i reckon people start off in that call centre with a definite intent to move away from it as quickly as possible, whilst i dont agree with some of their methods they also do try with what they're given.
I am a shareholder, if you are too then grief man why would you want to tar and feather a company you're invested in, does wonders for your share price
I did find your numerous posts about the same thing as rather hostile because at first they werent so bad, but like a rolling stone gathering momentum, well you know how that goessss.
You might not think i do much of anything around here but i have 923 messages in my inbox since beginning of the year from people looking for assistance, i help where i can gladly, if i cant i make sure i find someone who can.
Whilst there were quite a few of my colleagues wanting to assist a while back i see they all stay clear of this site given the posts of how the company will rip out your bottom dollar and kick you in the back of the knee, its a company theyve grown to love and appreciate and it hurts to see it degraded so.
Myself? This will be my last post in this subsection, its be a blast but yeah im not needed here either.
In closing i do see you referred the forumite towards assistance and i do apologise for that oversite, i do hope Dr Data can fly the flag here solo.
A pleasant New year to you all and God bless

 

[Saajid]

I am a shareholder, if you are too then grief man why would you want to tar and feather a company you're invested in, does wonders for your share price

If I was just an MTN shareholder, and not a customer as well, I would agree with you, whole-heartedly. But since being a shareholder, I have unfortunately migrated 2 contracts to MTN (to help the share price, like you say), and have since regretted it, after the totally disgusting and disappointing service and attitude by MTN. The amount of time wasted, business lost, and frustration I suffered, is worth more than any change in MTN's share price could have benefitted/harmed me. Besides, if YOU were invested in a company that turned out to be more interested in running itself into the ground, would you just sit by, or do something? I chose to do something. Hopefully enough people will be warned, and will steer clear of MTN or migrate away, so that the top management will see this and catch a wake up. You might not agree with my methods, you're entitled to your opinion, as am I. Oh - and getting rid of my MTN shares is the next step. I don't see this company's share price going anywhere but south for the foreseeable future.

I did find your numerous posts about the same thing as rather hostile because at first they werent so bad, but like a rolling stone gathering momentum, well you know how that goessss.

I agree with you, MTN were not bad in the beginning, but now it is a total disaster. I don't need to prove this to you. The evidence is all around. Just look around these forums, HelloPeter, and other websites, to get an idea. Now compare this to complaints against Vodacom, and you will see my point.

You might not think i do much of anything around here but i have 923 messages in my inbox since beginning of the year from people looking for assistance, i help where i can gladly, if i cant i make sure i find someone who can.

I have no gripe against you personally, and haven't flamed you directly in any way, or any other MTN employee for that matter. Please read my previous posts again, to understand my point.

To summarise - my problem is with MTN as a whole. They don't care about their customers, and they offer really sh|tty service through the official public channels. If you have any sort of major problem, you're screwed, unless you're a myBB forumite and one of you guys (i.e. MTN employees helping out, voluntarily but unofficially) are able to help out.

Whilst there were quite a few of my colleagues wanting to assist a while back i see they all stay clear of this site given the posts of how the company will rip out your bottom dollar and kick you in the back of the knee, its a company theyve grown to love and appreciate and it hurts to see it degraded so.

Again, we don't want you or your colleagues to fix problems as reported here on the myBB forums. While we certainly appreciate it, and need it, we don't WANT it. What we WANT is for MTN to sort out our problems using the official channels, like the call center. Why is this so hard to understand?

And why doesn't MTN provide these forums with an officially sanctioned, dedicated representative?????

And the only one to blame for MTN's name being degraded, is MTN itself,
starting with its CEO and followed by top and middle management, and not Joe Public. Trust me, I would like to use more of my free time doing more interesting things than flaming MTN. But after how MTN has made me suffer, I get more satisfaction out of warning others, and flaming MTN wherever appropriate. Like the saying goes, Hell hath no fury like a paying customer scorned, or something like that...

 

[Other Pineapple Smurf]

While the bitch-slapping posts are a bit too long for me to read beyond the first 256 chars, MTN has messed up royally this year. Working for a WASP I get to see the other side of MTN that is hidden from the consumer and as a result I moved my personal contracts to Vodacom.

The reality is MTN has problems and its frustrating to get them to resolve it using the correct channels.

 

[parmalat]

I know there is a lot of MTN employees checking the MBB forum site and usually if you make a big fuss here, you will get their attention

Working for a WASP I get to see the other side of MTN that is hidden from the consumer and as a result I moved my personal contracts to Vodacom.

If you're a small WASP, mostly likely they will take their time to help you. But most of the times the problems are not escalated to the correct department and the email justs gets relayed 10 times before it reaches the guy able to assist you. It is sad but sometimes that is the reality.:erm:

 

[CC_B]

Dear Hein01

I have exactly the same problem - I am on Orange and can't receive text messages from MTN. Orange also says the problem is not on their side.

Did you ever get the problem resolved? If so, please let me know what steps to take.

Really a pain since it makes it more difficult to stay in contact with family in South Africa!

Thanks

 

[Hein01]

MTN SMS's not delivered to UK Orange

Dear Hein01

I have exactly the same problem - I am on Orange and can't receive text messages from MTN. Orange also says the problem is not on their side.

Did you ever get the problem resolved? If so, please let me know what steps to take.

Really a pain since it makes it more difficult to stay in contact with family in South Africa!

Thanks

Not resolved yet but at least some members from this website have taken my details and said they will try and escalate within MTN to a resolution. It must be a common issue if you experience the same issue so hopefully when my issue has been resolved yours will be fixed also or at least we will know what caused the issue.

Will keep you updated.

 

[Hein01]

This issue has now been resolved by MTN.

Thanks a lot to everyone who commented on this issue and the advice given in this forum but especially to Parmalat who resolved the issue and Snakepit who also provided his assistance.

 

[Saajid]

This issue has now been resolved by MTN.

Thanks a lot to everyone who commented on this issue and the advice given in this forum but especially to Parmalat who resolved the issue and Snakepit who also provided his assistance.

Awesome.

Can you provide details of the underlying problem, and what was done to fix it?

 

[Dr_Data]

Dear Hein01

I have exactly the same problem - I am on Orange and can't receive text messages from MTN. Orange also says the problem is not on their side.

Did you ever get the problem resolved? If so, please let me know what steps to take.

Really a pain since it makes it more difficult to stay in contact with family in South Africa!

Thanks

Hi

PM me your number and I can assist. This issue occurs only when numbers in the UK port from other networks to Orange. This is largely due to the fact that number portability in the UK is different to other countries. There is no SMS forwarding.

Regards
DD

 

[Hein01]

This issue has now been resolved by MTN last week.

Not sure exactly what they did to fix it - perhaps Parmalat or Snakepit can explain the underlying cause of the problem and resolution.