MTN Ghana has reaffirmed its commitment to putting subscriber needs at the heart of its business operations, stating that resolving customer complaints and maintaining reliable connectivity remain the company’s highest priorities.

Speaking at the latest edition of Bright Conversations as the company marks 30 years in existence on Monday during MTN Ghana’s periodic stakeholder and media engagement series, Mr Richard Acheampong, Chief Home Officer at MTN Ghana, emphasized that the telecom giant owes its growth and existence to its customer base.

“We at MTN Ghana are committed to giving our customers true value for their money, as well as ensuring seamless data and voice services all year round,” Mr. Acheampong stated.

Customer Complaints:

Addressing public concerns over service delivery, Mr. Acheampong explained that customer complaints are handled with urgency through a structured, case-by-case approach to ensure long-term resolution.

When a subscriber lodges a complaint, MTN officials first validate the technical issue before deploying a tailored fix:

Validation:

Reports are verified immediately upon receipt.

Case-by-Case Fixes:

Instead of blanket solutions, technical teams address the root cause specific to the user’s location or device.

Direct Relief:

The goal is to restore normal network function with minimal downtime for the user.

“We deal with customer complaints speedily. After validating each issue, we address it on a case-by-case basis so customers can get immediate relief from any challenges on the network,” he noted.

Tackling Fiber-Cuts:

A central theme of the discussion was the ongoing challenge of fiber optic cable cuts, a persistent industry-wide issue in Ghana that frequently leads to localized network disruptions and degraded data speeds.

Fiber optic cables form the backbone of modern telecommunications, carrying high-speed data across regions.

When road construction equipment inadvertently severs these underground cables, thousands of users can experience service degradation instantly.

To combat this, MTN Ghana is combining proactive ground monitoring with technical workarounds:

Engagement:

Mr Acheampong said MTN monitors civil works closely and collaborates directly with road contractors to safely relocate vulnerable cables before excavation begins.

Technology:

The company is leveraging technology to reroute traffic automatically when a main fiber line is damaged, minimizing service interruption, Mr Acheampong intimated.

“We are still dealing with the issue of fiber cuts, so we track and monitor road contractors to ensure they do not sever our cables,” Mr. Acheampong stressed.

He added, “We work with them to relocate lines so their construction isn’t impeded, all while using backend technology to keep the network running seamlessly.”

Background and Context:

As the leading telecommunications provider in Ghana, MTN serves over 26 million subscribers.

Initiatives like Bright Conversations were created to foster transparency, address public grievances, and keep stakeholders informed on network investments and infrastructure challenges.

Story By Michael Ofosu-Afriyie,

Kumasi