MTN Nigeria has compensated its
subscribers with airtime and data due to the outage its consumers witnessed
last Saturday. The Chief Executive Officer, MTN Nigeria, Karl Toriola, shared
the information with subscribers on Sunday.
Toriola, via a video message
posted on the company’s YouTube channel with its link sent to all subscribers
of the network, apologised for the error.
In his message, Toriola said,
“Last Saturday we had an outage that left our customers without connection for
several hours. 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 is why we are putting new measures in place to make sure we
never experience anything like last Saturday again.”
He further explained the cause of
the outage, saying, “Our technical teams have placed the cause of the problem
to an error that shifted all over 4G customers to 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 suffered similar outages; I want to reassure you that last
Saturday’s event is in no way connected to those outages. This incident was not
sabotaged but a regrettable error.”
To compensate subscribers of the
network, Toriola stated that the telecommunication company will refund its
customers the airtime and data they purchased.
“While we work to strengthen our
network to prevent any further disruption of this kind, we wanted to find a way
to say sorry to you. 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 cannot give you
back the time you lost on Saturday, we can give you back what you spent
yesterday. Every customer on the MTN network has received a refund of the data
and airtime they used between 12 noon and 7:00 pm yesterday. We hope that this
should show how much we value you, our customer. You are truly our most
important focus.
“We all have challenges — each
and every one of us; personally or professionally. What matters is how we
respond. With you by our side, we will continue to improve and grow,” he said.
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