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MTN Rwanda given deadline to solve network connection issues

By IGIHE
On 23 August 2021 at 01:44

Rwanda Utilities Regulatory Authority (RURA) has ordered MTN Rwanda to have fixed all network connection issues by 29th October in Kigali City and 30th November 2021 across the country.

As per RURA’s statement dated 19th August 2021, the telecom must have solved all network issues related to poor calls connections (first attempts failures), dropped calls and silent garbled-speech by the aforementioned dates.

RURA has revealed that the decision follows the hearing session held on 23rd July 2021 during which the management of MTN Rwanda acknowledged the gap between Key Performance Indicators (KPIs) and the translation of these improvements into customer oriented experience.

“Should these deadlines be exceeded, further sanctions including the monetary sanction shall be applied immediately,” reads the statement in part.

The regulatory has also explained that MTN Rwanda failed to meet the initial deadline of the remediation plan to improve the quality of services in the City of Kigali and upcountry districts as submitted in the letter dated 9th April 2021.

In June 2021, MTN Rwanda explained that 40 new telecommunication towers have been installed to improve service delivery.

At the time, the telecom said that these infrastructures have been installed in different parts of Kigali city namely; Nduba, Jabana, Rusororo, Bumbogo among others to enrich customers’ with improved experience.

The recently announced upgrade followed subscribers’ complaints for network failures, dropped calls, unclear calls and slow internet.

Speaking to the media in June; Eugene Gakwerere, the Chief Technical Officer at MTN Rwanda revealed that the telecom is installing 27 more towers to be completed by August 2021 to maintain improved service delivery to over 6 million customers who subscribed to its network.

MTN Rwanda headquarters.

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