MTN Apologizes After Nationwide Network Outage: Promises Compensation for Affected Customers. Power Failure Blamed for Countrywide Service Disruption.
Millions of MTN Uganda customers were left without voice calls, internet and Mobile Money services following a nationwide network outage that disrupted communication and business operations across the country. MTN Uganda has apologised for the disruption, attributed it to a power failure at one of its data centres, and pledged compensation for customers whose voice and data bundles expired during the outage.
Millions of MTN Uganda subscribers were left stranded on Sunday after a nationwide network outage disrupted voice calls, internet services and Mobile Money transactions, affecting businesses, institutions and individuals who rely on the network for communication and financial services.
Addressing journalists in Kampala, MTN Uganda Chief Executive Officer Sylvia Mulinge attributed the disruption to a power failure at one of the company's data centres, saying the incident temporarily affected critical network systems.
She apologised to customers, business partners, merchants and Mobile Money agents for the inconvenience caused, assuring them that restoring services became the company's top priority immediately after the outage occurred.
Mulinge reassured customers that their personal information and Mobile Money balances remained secure throughout the disruption, adding that engineers worked around the clock to restore all affected services.
She also revealed that MTN has launched a comprehensive internal review to strengthen network resilience and prevent similar incidents in the future.
Mulinge announced that customers whose voice or data bundles expired during the outage will receive compensation.
She added that MTN is engaging regulators on additional customer support measures as the company continues investing in improving service reliability and digital infrastructure.
MTN Mobile Money Managing Director Lubega Phrase said the company invested more than Shs549 billion in network expansion over the past year, increasing 4G population coverage to 88.6 percent while continuing the rollout of its 5G network across the country.
He noted that with more than 24.4 million subscribers, MTN remains committed to providing reliable, secure and innovative digital services to Ugandans.
As investigations into the outage continue, MTN says affected customers will receive compensation for expired voice and data bundles, while the company strengthens its network infrastructure to minimise the risk of future nationwide service disruptions.
