MTN Uganda has announced that it will compensate customers whose unused voice or data bundles expired during a recent service interruption that disrupted access to its network.
The telecommunications company said compensation will be provided in line with its customer care processes after services are fully restored.
MTN Uganda Explains Cause of Outage and Announces Customer Compensation
In a statement on July 7, MTN Uganda Chief Executive Officer Sylvia Mulinge said the disruption was caused by a power outage at one of the company’s data centres and was not the result of a cyberattack.
“The interruption was caused by a power disruption at one of our data centres. It was not a cybersecurity incident. Customer data remained secure, Mobile Money balances remained safe, and all services have been fully restored,” Mulinge said.
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She assured customers that no personal information or mobile money funds were compromised during the incident.
Mulinge also confirmed that customers who were unable to use their purchased bundles because of the outage would be compensated.
“To every customer who was affected we sincerely apologize.One of the decision we took as a leadership and a management team yesterday is that we will compensate all customers whose balances on their voice and data expired because they were not able to use it during the outage,” stated Mulinge.
MTN Users Hit by Hours-Long Network Outage Across Uganda
MTN Uganda subscribers were left stranded on Sunday after a network outage disrupted voice calls, mobile internet and Mobile Money services across parts of the country.
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The disruption began around midday and became more widespread from about 1 p.m., leaving customers unable to make or receive calls, access the internet, or complete Mobile Money transactions.
Following hours of disruption, MTN Uganda confirmed the outage, saying it had been caused by a major power failure at one of its data centres.
“Following a major power outage at one of our data centres earlier today, a segment of our customers experienced disruptions to voice, data and MoMo services. Service restoration is underway, and our technical teams are working to restore all affected services as quickly as possible. We sincerely apologize for the inconvenience and thank you for your patience and understanding,” the company said in a statement.
The outage affected customers in multiple parts of Uganda, interrupting communication, digital payments, and other essential services that depend on the telecom operator’s network before services were gradually restored.
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