Outage: MTN CEO announces compensation for subscribers in Nigeria

The Chief Executive Officer of MTN Nigeria, Karl Olutokun Toriola, has announced compensation for its subscribers to make up for the network outage which happened last week Saturday, October 9, 2021.

Okay.ng recalls that users witnessed hours of network disruption caused by an outage that left customers without a connection.

However, Karl in a video message shared by MTN Nigeria on Sunday apologised to customers for the inconvenience, adding that new measures were being implemented to make sure such an event does not happen again.

“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,“ he said

“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.”

Speaking on the cause of the outage, Karl said: “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.”

Furthermore, the MTN Nigeria CEO said that customers on the MTN network have received a refund for the data and airtime that they used between 12noon and 7pm on Saturday, 16th October 2021.

“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 am and 3 pm yesterday.

”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,” he concluded.

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