As compensation for the downtime on October 9, 2021, MTN Nigeria has given its subscribers free data and airtime for national calls and SMS.
This was confirmed by the messages sent to subscribers on Sunday by the Telco giant’s Chief Executive Officer, Karl Toriola.
Customers who were affected by the outage received an apology from the CEO, who also informed them of the company’s decision to reimburse them with free airtime and data.
Toriola in his message stated, “Dear Subscriber, we apologise again for the outage on October 9. This video message is for you to watch free of charge:
“You’ve been refunded 1MB + N126.34 airtime for national calls & SMS valid for 14 days, till October 31. To check your balance, dial *556#.”
“In addition, time-bound subscriptions are being extended to ensure full value is delivered,” Toriola added.
In a press statement released by the company, Toriola apologised again to all MTN customers who were affected, while assuring of the telecom company’s commitment to providing reliable service.
“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,” he said.
Recall that some MTN customers were unable to communicate with loved ones and business companions in some part of the country due to a service outage.
Customers were unable to access the mobile network operator’s call, data, and SMS services, according to the findings. Around 4:30 p.m. on Saturday, October 9, 2021, the message “Emergency calls only” appeared on the screens of some MTN users.
The outage began for some subscribers around 2:30 p.m. on Saturday, according to some subscribers. Some of the consumers, who had previously subscribed to other telecom service providers, had switched over to connect with friends and family in the interim.
MTN Nigeria Communications Plc had attributed the outage 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.”
MTN’s chief executive officer, Karl Toriola, stated in a news release that the company’s technical team was able to resolve the issue in roughly five hours, allowing consumers to reconnect with one another.