MTN to compensate data customers

Mr Brian Gouldie


MTN Uganda will compensate data customers who have lost money through the multiple data activations they experienced over the last few months, Brian Gouldie, the chief executive officer of MTN Uganda, said.
“We learnt of the problem our data customers have been facing and we have for the last ten days been fully engaged to identify the problem. MTN has grown by 50 per cent year in year out and the volumes of transactions have increased, and that’s why we have to upgrade the system to support our customers’ needs,” he told journalists at MTN towers in Kampala.

The monetary value of the data activations is not known, and neither is the compensation package. Data services are increasingly becoming a strong revenue base for telecom companies as internet penetration continues to deepen in the country, although the money from the voice services is still higher.

Gouldie attributed the system instability to the large customer base the company is handling. MTN, the biggest telecom firm in terms of subscribers, boasts of about 10.3m customers, with 3.4m of these being data users, the company noted.

Gouldie said that at the moment the company will halt launching of new products until the system is stabilised fully. Between June and July, data customers experienced a range of degraded services, which ranged from multiple data bundle activation failures, leading to multiple charges, delayed data bundle loading, failed activation, and inaccurate data bundle billing, among others. Disgruntled customers vented their anger on such social media platforms like Facebook and Twitter.

About 7,800 of the 3.4m data subscribers had been affected by the data system instability, the company noted. Customers that have been affected by the system lapse are encouraged to contact the customer care data help lines or the nearest service centres countrywide to have their issue dealt with on a case by- case basis.   


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