Pecohub SENIOR executives of telecom firm, MTN addressed burning consumer complaints regarding persistent network disruptions, high investment costs, and the controversial phenomenon of “data disappearance” during a passionate stakeholder forum, tagged: “Data on Trial”, Saturday in Lagos.
MTN, while assuring service improvement, increased investment of N1 trillion for 2026, it however, stated that no operator can guarantee 100 per cent network quality.
The panel, which included Chief Executive Officer, Karl Toriola; Chief Technical Officer, Yayaha Ibrahim, and Chief Customer Relations Officer, Ugonwa Nwoye, among others, provided transparency into the operational hurdles of running a massive network in Nigeria while addressing consumers’ critical feedback.
Responding to a journalist’s grievances over degraded network services despite recent 50 per cent tariff increases, MTN’s CTO, Ibrahim, apologised for the poor user experiences.
Ibrahim emphasised that while customer experience remains the company’s highest priority, absolute network perfection is a constant battle against environmental variables.
“We have to keep upgrading the network. We have to keep investing as people use the network,” he stated. “We need to continue to upgrade both the radio and the transmission.”
The CTO highlighted that MTN actively tracks its Quality of Service (QoS) using sophisticated internal tools to map failures.
However, he noted that many disruptions stemmed from local infrastructure damages that severely fracture broad local government areas when “hub sites” are impacted.
