MTN gives back data, airtime to compensate for service outage

Karl Toriola

MTN Nigeria chief executive officer Olutokun Toriola has announced the telecoms company is giving back to customers airtime and data used from 12 noon to 7pm on Saturday, one week after the disruption in its service in many parts of the country.

Mr Toriola said in a statement made available to on Sunday that the gesture was to show the network regretted the incident.

This comes after the network had last week extended the validity of all time-bound plans by 24 hours over the outage.

“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,” Toriola said.

“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 7pm yesterday. We hope it shows how much we value our customers. You truly are our most important focus.”

Giving more information on the service outage, Toriola said the company’s technical teams traced the cause of the problem to an error that shifted its 4G customers onto the 3G band.

“This overloaded the 3G band, causing a domino effect that impacted the whole network,” he said, assuring that it was not sabotage and that the issue had been addressed.