Cape Town – Frustrated Fin24 users have rejected MTN’s [JSE:MTN] apology for its network disruption, saying that they are still experiencing problems.
MTN on Monday experienced a network outage attributed to a “minor glitch in the nodes carrying traffic” that affected around one million subscribers.
On Tuesday, the network announced that the problem was remedied.
“I am in Prieska, Northern Cape. Nothing has changed since yesterday. My calls drop after two minutes. I can't drop them. Network still bad, very bad,” said Fin24 user Sam.
“I have been experiencing problems since Sunday. Even last night I could not connect. On Sunday I was trying to rent a movie from BoxOffice, I couldn't. My worry now is that, since I subscribe to seven day data plan and have missed two days, does this mean MTN will still let it expire I on the 7th day? That will mean, I paid for seven days but got five,” added Fin24 user TC.
“Still having the problem this morning; connects and drops almost immediately. So they have not fixed it,” said Fin24 user Frank in response to MTN’s claim that the network has been remedied.
The operator said that it has heard about issues and is monitoring the network for additional problems.
“Our team is monitoring this feedback and investigating it further,” MTN told Fin24.
For some customers, a failure to get information proved frustrating.
“I experienced problem since Sunday at around 18:00 until Monday at around 22:00. MTN didn't have the guts to tell us what was happening. I only knew about this problem yesterday when I called their customer line (which was also of no assistance about the situation) It caused a lot of strain and it won't be easy to accept this apology,” said a “very disappointed” Fin24 user Modise.
Subscribers complained of being unable to use WhatsApp and Fin24 user Jacob said he was moving to a different network because of the problem.
“Yes, I have been experiencing this problem and yesterday I missed an important call because of this. I'm even planning to move to another network, I've had enough of this.”
“I bought daily data bundles on Sunday but I couldn't access the internet till those bundles expired and I couldn't make calls from Sunday until yesterday afternoon. Am so annoyed with MTN so much that am seriously considering jumping ship,” added Fin24 user Lerato.
Fin24 user Conroy said the problem was far bigger than MTN was willing to admit.
“They call it a minor glitch? I could not access the network for more than seven hours. This is no minor glitch. It’s a huge problem. We as paying customers pay for a service. Part of that service is to be connected to their network. 24/7. Not with no coverage for
“I pity the people that are dependent on network coverage for their day to day living. Shame on you MTN.”