The Chief Executive Officer, MTN Nigeria, Karl Toriola, has apologised on the nationwide hitch in service that occurred last Saturday October 9, as it pledges to refund customers for their loss.
Triola shared the message on the MTN’s official YouTube Channel on Sunday.
The Youtube video is titled ‘Message From Karl: a heartfelt message from our CEO apologizing once more for the outage you experienced last Saturday on our network.’
Triola who explained that the reason for the network challenge was the overloading of its 3G band said MTN does not take its customers for granted.
According to him, the network has decided to refund customers the value of the airtime they spend on Saturday, October 16, 2021.
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.
“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.”
“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.
On compensation to customers, the CEO said , “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
“Thank you for your support, Thank you for for working with us over the last 20 years. We look forward to the next 20 years and more with you our customers and our family. We move.”
