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MTN denies RICA cut-offs

By Leigh-Ann Francis
Johannesburg, 20 Jan 2011

Another operational glitch at mobile operator MTN has resulted in approximately 200 of its subscribers being disconnected from the network.

However, some confusion surrounded the cut-offs yesterday, with some of the affected subscribers seemingly unclear about the cause of the problem.

A frustrated subscriber alleged yesterday on Talk Radio 702 that, according to the operator's call centre, he had been cut-off for not having registered in terms of the Regulation of Interception of Communications and Provision of Communication-Related Information Act (RICA). The RICA registration deadline has been pushed back to June.

A few more related complaints have been lodged on customer complaints Web site HelloPeter.com. One ITWeb reader complained her service was unexpectedly suspended this week, following a contract upgrade. She states her service has yet to be restored.

MTN responded that this is not a RICA-related problem, but rather an operational flaw in a routine system upgrade.

“MTN can confirm that the customer suspension was due to an operational error, as a result of a system upgrade and not as a result of the RICA process,” notes Graham de Vries, GM of regulatory affairs for MTN.

An MTN spokesperson yesterday stated the issue affected approximately 200 of its subscribers. The operator adds that the glitch has now been fixed.

MTN has recently been plagued by customer complaints regarding ongoing billing issues, but the operator denies any major problems, instead resolving each matter as and when they arise.

Subsequent to the implementation of the new system early last year, MTN experienced technical problems, such as over-billing, under-billing, incorrect rate charges and large-scale service cuts.

Despite ongoing customer complaints, the operator denies it is experiencing any issues with its billing system.

MTN says the complaints stem from hiccups in the operator's procedure and policies. Wherever applicable, MTN has rectified any mistakes or confusion, it adds.

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