MTN - the non-existant connection

D

divv

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South Africa.
Right, I have now reached the limits of my tolerance.
On Tuesday, my MTN SIM stopped working for data transfer - about 10Megs into a 100 Meg bundle that I had loaded.
I have tried getting solutions from this forum - ScrnScrm kindly made a few suggestions, but they made no difference. I have PM'd everyone who seems to be associated with the service, but have as yet not had a single response.
I have tried for five days running to get through to the help desk: Tuesday for 40 minutes, no response. Wednesday, over 20 minutes, no response. Thursday, 38 minutes... no response. Friday 40 minutes, no response, Saturday, tried twice, the first time over 35 minutes, nothing, and the second time over 50 minutes, no response.
This is meant to be a 24 hour a day help-line, but I would venture that there is in fact probably NO-ONE on duty.
And the so-called MTN reps on this forum are either all "on holiday" or can't be bothered to respond!
So, I have R100 bundle going to waste because no data transfer takes place, AND I am having to pay R2/meg to Vodacom in order to be able to connect, so I am doubly out of pocket.
For what it is worth, I have tried changing APN's, I have tried having all the settings re-sent to my phone, NONE of it makes ANY difference.
How can MTN present themselves as a viable service if it is completely unable or unwilling to adress problems?
It is not acceptable, and they deserve to have every single customer vote with their feet and go to the opposition.
In the meantime, I want compensation for the hours of wasted time trying to get hold of them, I want compensation for the data bundle I am unable to use, and I want compensation for the money I have had to spend using the alternate service.
I may not get any of those, but until I do, I am going to trash MTN on every single opportunity that I get.
The "better connection" - WHAT CR-P!!!
divv
 
its one thing getting a response , its something else getting the problem corrected
 
Yeah, I have changed over from Pay As You Go Vodacom to contract MTN...

Nothing but trouble, their serive is disgusting, they takes ages to answer the help line, can't help me anyway, over bill me and I can't use the GPRS a lot of the time. How can we really put a dent in them so that they lose huge business?
 
I am currently testing MMS services across all 3 Networks. MTN has been nothing but utter crap. Been trying for hours to get to speak to one of their non-existant call centre agents as well. Don't know where to go anymore. We are running a huge database on mobile data services, I'll be sure to inform each and everyone about which Network not to go with...
 
Seems you guys have the forum all to yourselves - maybe if MTN ignore it - it will just go away :rolleyes:

I'd hate to add that other word: Yello, Yello, anybody there? :rolleyes:
 
Divv, the hellopeter route regarding MTN worked wonders for me, and I have heard of several others who had their probs solved this way.

My personal problems were solved, I was contacted by three or four MTN employees (senior ppl, not little uninformed minions in the Multichoice style), and I was offered financial compensation with regards to certain charges that I called 'opportunistic'.

I might have had such a good response from MTN simply due to the email address of mine that they were given by hellopeter - it was one of my 'fighttelkom@....." addresses, which was commented on by one MTN bloke (and which subsequently led to a long discussion about Telkom's effect on the telecoms landscape in SA).

Also could have been because during my chat with this one MTN oke I asked him to please excuse me for a minute as I was standing in a Postnet office posting off some shirts which read "The Anti-Telkom Crew" on the back....
 
MTN response

Debbie2, through the HelloPeter route I was indeed contacted by MTN reps: but in actual fact, nothing was resolved.
I have yet to have anyone give ANY explanation as to why their helpdesk did not answer their phones; and I am still waiting for them to "get back to me" as to why there was no notification that (1) my bundle had been used up, as turned out to have happened; (2) why after that, when the remaining credit on the SIM was used up, I could still connect, but not transfer any data. Since I could connect, I (understandably, I think) took it that I still had airtime. Surely if you have no airtime, no connection should happen at all? Or you'd receive an SMS saying "top up"? Or something, ANYTHING other than a non-working connection that leads you to think your connection has suddenly gone funny.
And then to try for five days in a row to get hold of the helpdesk to no avail....?
Its just not good enough!
At the end of the day, all the MTN guys offered to do was allow me to load an extra bundle before the 30 day period had ended, which at that point was absolutely meaningless, and in no way compensated me for the wasted time trying to resolve the issue, nor the higher costs incurred for data access, which could have been avoided had the correct communication happened.

And incidentally, so far, from this forum, not one MTN rep has bothered to return my PM.
divv
 
Hey Divv, sorry that you have had no joy. I can say that my personal problems were resolved quickly and very amicably, and on top of that I was given stuff for free. That was just my experience. Sorry you have not had the same experience. I need to stop saying 'experience'.
 
Thanks Debbie2, I'm also sorry that it didn't work out better - it means that I'm very unlikely to use MTN again for anything, even month-end top-ups! Just too arbitrary.. however IF there are any MTN reps reading this: if you feel like making up for the abysmal service etc previously, I welcome you contacting me...
(Somehow I don't think I'll be holding my breath..)
divv
 
divv said:
Thanks Debbie2, I'm also sorry that it didn't work out better - it means that I'm very unlikely to use MTN again for anything, even month-end top-ups! Just too arbitrary.. however IF there are any MTN reps reading this: if you feel like making up for the abysmal service etc previously, I welcome you contacting me...
(Somehow I don't think I'll be holding my breath..)
divv
Click to expand...

I will see if I can find the number of one of the guys from MTN that called me. If I can, I will direct him to this thread.
 
divv said:
Debbie2, through the HelloPeter route I was indeed contacted by MTN reps: but in actual fact, nothing was resolved.
I have yet to have anyone give ANY explanation as to why their helpdesk did not answer their phones
<snipped>
And then to try for five days in a row to get hold of the helpdesk to no avail....?
Its just not good enough!
divv
Click to expand...

I had the same issue - I posted a complaint regarding GPRS data bundles on hello peter; was contacted by mtn sp and mtn, but they didn't actually resolve the issue and apologised that I had to wait so long for the helpdesk... and told me that the helpdesk really *is* operational after office hours.

There's more about it at http://occasional-solipsism.blogspot.com/2006/01/sa-telecomms-sucks-unbelievably-badly.html if anyone's interested - I don't feel like retyping it all here again :-)

It really shouldn't be necessary to use hello peter as a communications method - they're not mtn's answering machine!
 
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JaneDoe said:
What type of MMS problems are you experiencing??
Click to expand...

We are busy developing a data service whereby an mms needs to be sent to a server. Works 100% on Cell C and Voda, but won't come through on MTN. See http://mybroadband.co.za/vb/showthread.php?t=35266
I really need an MTN rep to help me out, but due to the crap call centre I cannot reslove this. Any help would be greatly appreciated
 
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