MyBroadband contacted the four mobile operators, using the online contact form or support e-mail address provided on their websites.
Most of the companies had auto responders to alert users that their request was received. No auto-response was received from Vodacom, which may point to a problem with the company’s e-mail form.
Support agents from MTN and Telkom Mobile responded within minutes to gather information and try to resolve any problems highlighted in the e-mails.
There was no response from Cell C or Vodacom within 48 hours of sending the support e-mail.
The following table summarises the response times for the e-mail support test which was conducted. It should be noted that this is by no means a full scientific study, but rather a snapshot of what some customers may experience.
|Email support from mobile operators|
|Company||Autoresponder||Time for human to respond|
|Telkom Mobile||No||8 minutes|
|Cell C||Yes||6 days|
|Vodacom||No||No response (email form problems may be to blame)|