Dear Sir, I am emboldened by the speedy resolution of a subscriber’s problem with MTN recently, through the intervention of the people’s website Saharareporters, to re-open my own problem which I have since given up on.
The message below was earlier sent to a couple of other websites after MTN tried without success to resolve it, but there is still no solution in sight. I am confident that ‘the fear of Saharareporters is the beginning of action’. I believe the problem with some of MTN and other operators’ staff is inadequate knowledge of the technology involved. The problem appears to me very simple, or so it seems. My layman reasoning is this : If you know the technology to disable an account, you must know the reverse technology to enable or reactivate it.
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The Problem: Sometimes around March this year, I entered a wrong password several times to login to MTNLoaded portal. I was really naive not to stop after the second attempt and request for the forgotten password. I guessed my account was consequently blocked. On request for the forgotten password after more than three attempts, I received a completely new password (which I cannot display here for security reasons) This auto-generated password allowed login to MTNLoaded portal only via the desktop. I could not download from the site. I updated my profile (password reset). When I logged out and tried to login again, it was the same problem all over again. My attempt to login from my cell phome returned this message: “That user account (08033067393) is disabled. Please contact the Administrator to reactivate the account.” My number is completely cut off from the internet, apparently, because I entered wrong password several times.
No one I have contacted in MTN, so far, has a clue as to who the Administrator is or how to reach him. Meanwhile, I cannot access the internet on my cell phone. MTN customer service( 180) kept sending configuration settings following several complaints from me. I told them that Configuration is not the issue. Connectivity is not the problem. When I inserted a Zain and Glo sims or a new MTN sim in my Nokia phone I connected the web easily, but not with my blocked MTN number. So, the problem is clear enough.
My e-mails to [email protected] returned several times undelivered; and mails to [email protected] were courteously acknowledged with promises to get back to me, but the matter ended with the acknowledgement. The customer care shops have no idea what I am talking about. I hope this latest attempt to reach MTN will solve this problem. My user account (08033067393) was disabled, I want it reactivated, please. I believe many subscribers,like me,are simply sentimental about our first numbers. It’s not as if we can’t get a reasonable service elsewhere, or replace phone numbers in our personal information records.
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Usually, Operators do not realize in time when their customers start drifting away from them: by the time they did, it would be too late to stop the drift.
I must not fail to mention that I have similar problem tonight while trying to login to the private area of Saharareporters site in order to post this article. I requested for my forgotten password. Saharareporters Administrator replied promptly with details of the Token I need to submit; and the URL to follow . All that took less than 30 minutes including the time to check my mail to retrieve the Token. This is what I call service!! I will work towards sending my widow’s mite to keep Saharareporters Alive!!
Thank you for taking the time and trouble to look into my complaint.
Samuel Ajayi
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