What does MTN do well, and where can it improve?

What they do well, nothing. However, if I really have to sah something positive; it would be that their pricing has always been slightly better than Vodacom.

What can they improve: everything. What made me leave them though is their horrible customer service.
 
There seems to be a common theme here... It seems that MTN does rather well the annoy the regulators in multiple countries, maybe MTN should focus more on making it easier for me as a customer to resolve my contact issues and at least they will have one less problem.
 
Offer uncapped 4G data, and last mile wifi services to Fibre pipes in the area.
 
For me, MTN is aimed at business, and for the past 21 years with them, was 99.99% a pleasure. I only had one voicemail issue 8+ years back that took them 5 months to sort, it ended up to be a dual sim issue. Other than that I appreciate the network coverage in SA and roaming outside.

When I had issues, I call 808 and in less than 2 hours every issue would be resolved, then going in to store was always a pleasant experience, so no, I don't have issues with them.

I would say, avoid the franchise stores in the malls, because they serve the masses. They also make you wait days for changes. I understood that they took the franchise stores back, and run it them self, but not so sure, because it always look crap when walking past these stores.

MTN has the portal/website to manage your account, it is better in recent years, but still not 100%, and what a useless app. So my 2c would be, make a good app and website for customers to manage everything account related.

I would like them to respond to emails, (in time), or close the option to mail, because you get nowhere with that (4 month response times on mail)

Edit: O, I would like to try WiFi calling on Apple devices, and not only the one Samsung one..
 
Last edited:
I have been with mtn since 1998, the coverage is okay, prices are okay.

What can be improved? Where do I start? I've noticed when I buy a data bundle I only have Edge no 3G but out of bundle I have 3G. Also times when it will show that there is no Internet connection even though I have an active data bundle with signal.

Customer service? That is certainly not a service MTN offers!

They can also improve their mtn points options - if vodacom can give you the option to swop points for a new phone, I'm sure MTN can do as well.
 
MTN has a generally good network and decent coverage (although it is declining). Until recently they had some decent contract offerings (new call rates increase make them less attractive).

They can improve in customer service. Train staff to tell you what they can do rather than start every conversation with what they cannot do. My most recent 2 issues are both unresolved after 3 months. I wanted to cancel an unused data contract - was told I had to give exactly 30 days notice and couldn't give notice earlier, which was a problem since I went overseas for 6 weeks and missed the dates. This is now my problem as I have to pay additional months. Second issue is around online account management - nobody takes responsibility for that one and am still being told to call this number and that number.

I believe as a prepaid client I should be able to see online how my airtime was used - a form of itemised bill. I don't know why that is not available.

Improve self help channels, make the website more user friendly, have one customer service number to call.

Improve the USSD menus so I don't have to go through punching in *141*1, *141*2 etc ( till 9) in order to find the menu option I need.

Publish contract information for some of the higher end packages or upload that info to your website monthly. Everyone does not want a 100 min contract with a high end phone.
 
I struggle with reception on my LTE with generally terrible download speeds. Being in a fairly major center (Port Elizabeth), this shouldn't even be a consideration.
Have contacted customer care, which hasn't yielded any results. Perhaps another thing that could be improved.
 
Pricing is uncompetative when compared to e.g Vodacom

They can become network market leaders when following the European and even Americas internet services. Very very cost effective with no signal interruptions as it is the case here
 
I am with MTN because their coverage in the Northern Cape is decent. I'm also using Afrihost with my MTN sim. I haven't had any issues in recent times. I've been with them for a long time with minimal issues.

Their customer service definitely needs a complete revamp. I have had requests that were not attended to in the time frame provided. I have also had issues with consultants being rude.
 
MTN was alright 2 years ago but now bad customer sevice, incorrect billing , data disappearing at alarming rates.
Pathetic reception on LTE. Everything can be improved
 
In my opinion the best thing they do is allow me to use the Afrihost APN. That's it.
Their service sucks big time.
 
MTN are EXCELLENT at upsetting their customers and not being able to give basic support or feedback when you apply for a contract or need them to respond to technical issues. 3.5 years later and despite fighting and promises, our large company has major issues with MTN signal quality and executives are going over to the competition and even willing to buy out their contracts to get out. In contrast, the competition gets a phone call from me, and within a week to 2 weeks I have my coverage issues sorted out.

MTN needs basic business management with a focus on customer service and quality.
 
Keep the cheap phone deals for contracts but sort my number out from getting crossed lines all the time, people phone me and often they speak to another person and i end up speaking to their girlfriend or something, also my internet keeps on dropping. One last thing, HOW DOES DATA EXPIRE?!
 
They're doing very well at screwing customers lately. The only improvement is non-existance.
 
Where I live MTN fail in providing internet coverage and do not react to ongoing ( 18 months) complaints
 
supersunbird said:
As a MTN customer there is nothing I can think off that they do well except have decent network coverage for calls and the only reason I'm on them is because they still have the prepaid 0.79c per minute deal SIM I use in a dumb phone.

Their website is crap, with all info hard to find. Their Menlyn store was always crap with long wait times to get any service. Basically anything customer service related is bad.
Click to expand...

Didn't MTN just increased the 79c deal to R1.50?
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X