Following the October 9 outage that left customers without a connection, MTN Nigeria Communications Plc has announced compensation to make up for the network disruptions.
Gatekeepers News reports that Chief Executive Officer, MTN Nigeria, Olutokun Toriola, in a video on Sunday, tendered an unreserved apology to customers and revealed that the outage was due to an error that shifted all 4G customers onto the 3G band.
He noted that the error that impacted the whole network has been rectified by the technical teams and assured that there won’t be a repeat of the experience in future.
To atone for what the outage caused the customers on October 9, Toriola said customers on the MTN network have received a refund for the data and airtime that they used between 12 noon and 7 pm on Saturday, 16th October 2021.
Full statement and video below;
“On behalf of the entire MTN team, I want to start with a heartfelt apology. We are truly sorry for the disruption this caused for so many in our MTN family.
“We know that millions of people rely on us to stay connected to their loved ones, to manage their businesses, to coordinate their lives.
“We take that responsibility, and privilege, very seriously. That’s why we are putting new measures in place to make sure we never experience anything like last Saturday again.
“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 sabotaged, it was a regrettable error.
“While we work to strengthen our network to prevent further disruptions of any kind, we wanted to find a way to say sorry. Something more than extending the validity of all time-bound plans by 24 hours, which we did as soon as service was restored.
“So, 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 12 noon and 7 pm yesterday (Saturday).
”We hope it shows how much we value our customers. You truly are our most important focus. We all have challenges, each and every one of us – young or old, personally or professionally.
“What matters is how we respond. With you by our side, we will continue to improve and grow. Thank you for all your support. Thank you for walking with us over the last 20 years. We look forward to the next 20 and more with you.”
