MTN Uganda has announced it will compensate customers whose voice and data bundles expired during Sunday’s nationwide network outage, following widespread disruptions that left many subscribers unable to access voice, data, and mobile money services.
Speaking during a media briefing on Monday morning, MTN Uganda Chief Executive Officer Sylvia Mulinge apologised for the interruption. She revealed that the company has started restoring expired bundle balances for affected customers in line with its customer care commitments and regulatory obligations.
“To every customer who was affected by Sunday’s service interruption, we sincerely apologise,” Mulinge said. “We understand the inconvenience it caused and appreciate your patience as we worked to restore our services.”
Mulinge explained that the outage, which occurred on Sunday afternoon, was caused by a significant power disruption at MTN Uganda’s data centre in Mutundwe. The incident affected a section of customers, preventing them from accessing voice, internet, and mobile money services for several hours before engineers restored the systems later that afternoon.
“The interruption was caused by a power disruption at one of our data centres,” she said. “It was not a cybersecurity incident. Customer data remained secure, Mobile Money balances remained safe, and all services have been fully restored.”
Customers whose voice or data bundles expired unused during the service interruption will be compensated in line with the company’s customer care processes.
“We remain committed to making things right for our customers,” Mulinge said.
“Our focus now is on preventing a recurrence. We will continue investing in stronger infrastructure to deliver a more reliable and resilient network. ‘Uganda is Home’ reflects our long-term commitment to the people, businesses and communities we serve.”
