MTN to compensate 73m subscribers over disruptions
ELECOMMUNICATIONS operator, MTN Nigeria Communications Plc, has announced compensation for its subscribers to make up for the network disruptions experienced last Saturday.
On October 9, subscribers witnessed several hours of network disruptions caused by an outage that left customers without a connection.
Chief Executive Officer, MTN Nigeria, Olutokun Toriola, who apologised again to customers, yesterday for the inconveniences, said new measures were being implemented to check reoccurrence.
MTN, which is currently the largest operator in Nigeria, has 73 million customers and 38.7 per cent market share as at August, according to statistics from the Nigerian Communications Commission ( NCC). The firm celebrated 20 years in Nigeria on August 8.
On the cause of the outage, the CEO stated that it was due to an error that shifted all 4G customers onto the 3G band and impacted the whole network, adding that the technical teams were able to rectify the problem.
His words: “Our technical teams have traced the cause of the problem to an error that shifted all our 4G customers onto the 3G band. This overloaded the 3G band, causing a domino effect that impacted the whole network. Our engineers were able to resolve the problem. I know that recently, other technology companies have suffered outages. I want to reassure you that last Saturday’s event is in no way connected to those. This wasn’t sabotage, it was a regrettable error.”
Beyond extending timebound subscription for its customers as a way to further compensate its customers, the telecoms firm said users have received a refund for the data and airtime they used between 12noon and 7: 00p. m. on Saturday, October 16.
He continued: “While we can’t give you back the time you lost last Saturday, we can give you back what you spent yesterday. Every customer on the MTN network has received a refund for the data and airtime that they used between 10: 00a. m. and 3: 00p. m. yesterday. We hope it shows how much we value our customers. You truly are our most important focus.”