Friday, October 7, 2022

Rwanda regulator warns MTN over poor service

Rwanda’s Utilities Regulatory Authority (RURA) warned MTN Rwanda on Monday over continuously failing to improve its services.

The warning follows multitudes of complaints on social media, of people accusing MTN Rwanda of poor services, mostly on calls and internet.

Moreover, the vendor’s poor performance spilled over to other services including its mobile money YOLO and buying internet or voice bundles that were down for a couple of hours earlier this month triggering public outrage.

As a result, RURA issued an enforcement notice period to MTN for non-compliance with the license and regulatory obligations.

During its warning statement, RURA gave the telecom a period up to the end of October in the City of Kigali, and end of November in the rest of the country, to resolve all network related issues or risk more sanctions.

This decision follows a hearing session conducted on Monday, where MTN acknowledged that there is a gap between the improvement of its KPIs and the translation of these improvements into customer experience.

The telco promised that they will strive to meet the deadline set by the regulator to have fixed the technical glitches, according to local media.

Additionally, the operator revealed to The New Times that the problems were already known to them and that they have been trying to solve them.