Add your 2cents worth, MTN what’s going on?

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Uli

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Please add bad experience you have received from MTN the last couple of months here. I would like MTN reps to see how we all feel about our network that we have all supported for so long, they should do something about it, if it matters to them, anyway...

WE ARE NOT HAPPY!


RPM : Please sticky this. I think it’s in the interest of all MTN subscribers and MTN to have their say.
 
(1) Poor customer service.
(2) Terrible prepaid data bundle calculations.
(3) Terrible predaid data service during peak hours.
(4) Only recently, bad contract data service during peak hours.
(5) Poor contract billing.
 
1) Being lied to. Repeatedly. First over the new Anytime contracts, then over these new "specials". Staff either do not know anything, or have been told not to know anything, which seems more likely.
2) CallCentre.:sick:
3) Constant state of disarray. Specials are late. When they arrive, there is no stock, this whole company is a mess and you are always given a different story.
4) MTN has no V3G-like MyBB representative. Serious oversight.
5) No Data rollover.

As a long suffering customer, I have just about had it. Service levels in SA a shockingly low, so better the devil you know but still... The company I work for has MTN as one of our biggest clients, so I would like to contribute to my own welfare.

Still cynical as ever over this whole situation, just waiting to see how it plays out now... Not holding my breath.
 
I can't comment much on their data network, but the voice network has always worked well for me. Hold times for the call centre are shocking as is the hold music.

I know there are a few MTN guys that help out, but everything happens in PM. While I respect their choice in doing so, I feel discussing and solving the issues out in the open create more awareness for others in the community.
 
http://mybroadband.co.za/vb/showpost.php?p=2555971&postcount=5 said:
MTN's refusal to release the HTC Touch HD on contract was the biggest driving factor but there were others:
1. Signal has deteriorated at my house over the past few months. I was struggling to keep an EDGE connection going, was missing phone calls, some days I would have no signal at all (this from full 3G signal ~ 6 months ago)
2. MTN dragging their feet with releasing new specials (current ones have been extended at least 3 times)
3. Billing issues, sometimes they would send me an invoice, other times they would "forget"
Click to expand...

I also was rather unimpressed with the call center, though I never really had to wait too long. The IVR on some of the numbers is just ridiculous though, and I'm not sure why 808 can't transfer you to all of them ("Please phone 083 xxxx for that answer").
 
GPRS not working for the last 3 weeks.... Connecting but no data...
 
Uli said:
Lies lies and more lies!!!!
Click to expand...

Lol :D

Calm down Riki....

When I ported there they took 6 weeks to connect me but they did not neglect to send me a bill for double my usuall monthly bill (with numers i "phoned")

Then abot a month or so ago my phone was stolen and it took me about a week of constant complaining to get a sim swap.

I still need the 3g sim though.
 
I think i just might have found MTNs problem, check this out...

https://active.mtn.co.za/mtnsc/?pid=285


MTN Active On-Line Invoices & Statements will be late due to Technical issues we are experiencing. We apologise for any inconvenience caused and we will keep you updated on this page.
Thank you
 
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This thread is a good idea. I am finding it harder and harder to recommend MTN as the network to go one because of the problems various mtn subscribes close to me have been having the past few months and the known outages which have affected them.

All in all, I am still happy with MTN as a data network but these random outages have me worried. Lets get it back to what it was a few months ago: a strong, solid network.
 
To be honest I loved MTN until the last few months that all the lies started and technical problems... they remind me of Virgin mobile now... where do we go from here?


EDIT: I think the MTN Billing system crashed and they too scared to tell everyone so. That’s why everything is in a mess!!! RPM go and investigate for all of us please!!! We want to know the news….
 
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Personally, I don't really think the MTN reps here can do much to improve our lives as MTN customas... I'm sure they may share our sorrows, and may want to do something about it... but I'm convinced, the only people who can really make a difference, are the guys at the top, who have the power in their hands to make the decisions, and they don't have to deal with the same sht we do, they make sure any problems they may get, are sorted immediately, but we dont get the same commitment to line of service.... (my 2c :D )
as IT guy at the office I get to deal with both Vodacom and MTN services... in our experience MTN isnt really much worse, or better than other networks, in terms of problems.
But for myself, problems with MTN are (not limited to) these :
-Lack of an option to have a cap on data account (to prevent data transfer running away with you) (Nashua Mobile offers us a 3 x normal contract amount limit, if u reach it then account is blocked till u request lift, but MTN-SP just shows middle finger, resulting in several nasty surprises on several data accounts.
- Constant stuff up on acounts... calls billed which should be part of the included 'free' minutes... so u have to have itemised billing, and u have to check your calls, in order to prevent being screwed. And even then it takes ages to get a credit.
-Bad speeds on data connections, even with great signal... we consider 1800kbps download a great speed (which for most of us is just a dream), but if u consider that is only 50% efficiency on the (implied) 3.6Mbps connection (not to mention 7.2Mbps)... what wud ur boss to if u only churn out 30-50%?
At the end of the day, to fix our problems, is gonna cost munny, lots of... and seems these big corps just enjoy their profits too much.
 
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Credit where credit is due: My last two calls (different days) to the call centre went through in less than 2min. It's sad how pathetically grateful I am for this, but there it is.
 
mmm ok well I did phone virgin a few times last year and was though in like 15 seconds.... Even Telkom on a friday is less that two minutes...

Lets compare Apples with Apples...
 
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Budza said:
Credit where credit is due: My last two calls (different days) to the call centre went through in less than 2min. It's sad how pathetically grateful I am for this, but there it is.
Click to expand...

Oh and just my 2cents worth...
A guy phoned me from MTN and asked if I had any complaints two days ago I said yes... I got this and that ... he said someone will contact me the next day... guess what.... I am still waiting...
 
Problems:

1) Websites that are never updated, provide false information
2) Zero feedback
3) Helpline in crises
4) Legacy system with failing backhaul
5) Zero information wrt "numbers dialed to access services"
6) NO internal communications flow(lateral/horizontal) as most staff are unaware of packages/services featured
7) Staff have no knowledge base of products being sold

MTN's target market are the poorest African countries and war-torn places. They have based the business model on profiting off the poorest of the poor by providing non-existent services. Their recent expansion into Iran(A country coming under increased sanctions where rioting amongst the poorer populous is occurring -refer to recent Economist articles) is proof of this.
 
Terrible new specials that not even the SP shop know about….
 
I've been a MTN customer for too long as well. Last 2 months it has gone downhill.

1.) 3G Connection worst ever
2.) Call Centre and Support non existing ( If they ever implement IR, Incident Reference, numbers they will simply embarrass themselves as it would proof their inability to manage a call centre and proper support.
3. Sales Contracts are typical proof of get the money and then stuff the client.

Many of my clients ask me advice on IT and other business related issues and I used to recommend MTN strongly. Now it has become a pleasure not to recommend MTN.
 
I am amazed at how bad the quality of service with regard to data and speed is concerned... It seems to me that MTN has taken a huge step backwards. I was with Vodacom and decided to move to MTN and initially it was a good choice. But now its so slow and unreliable that I am not going to renew my contract and go on a month to month with Vodacom again..... TELKOM ADSL (who would have thought I would say that)
 
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