MTN Uganda vows to strengthen network after nationwide outage

MTN Uganda has today sought to reassure customers and stakeholders that it remains committed to Uganda after a service interruption that affected some of its customers earlier this week, saying it will continue investing in infrastructure to build a more reliable and resilient network.

The telecommunications company said the disruption on 5 July was caused by a power problem at one of its data centres, affecting voice, data and Mobile Money services.

The company said services have since been fully restored and that customer information remained secure throughout the incident, with Mobile Money balances unaffected.

Speaking to journalists in Kampala, MTN Uganda Chief Executive Officer Sylvia Mulinge apologised to customers, businesses, agents and merchants who rely on the company’s platforms for their daily activities.

“We sincerely apologise to every customer who was affected,” Ms Mulinge said. “Our message today is simple: MTN Uganda is here to stay. We will continue to invest, continue to listen and continue to do the work required to earn and maintain the trust of our customers.”

The outage came at a time when mobile networks have become central to everyday life in Uganda, supporting everything from communication and business transactions to financial services.

For many customers, Mobile Money has become a critical tool for sending and receiving money, paying bills and running small businesses. The disruption therefore prompted widespread discussion about the reliability and security of digital services.

MTN Uganda said customers whose voice and data bundles expired unused during the outage would be compensated in line with its customer care processes and regulatory obligations. The company said it was also engaging the Uganda Communications Commission and the Bank of Uganda on customer support measures.

But beyond the immediate response, MTN Uganda used the briefing to emphasise its longer-term commitment to the country.

At the centre of its message was the company’s phrase: “Uganda is Home.”

Ms Mulinge said the message represented more than a corporate slogan. “For us, this is not a slogan. It is a statement of belonging, responsibility and long-term partnership with the people, businesses and communities we serve,” she said.

MTN Uganda said it has invested in Uganda for 27 years and continues to expand its role in the country’s digital economy.

The company, which is listed on the Uganda Securities Exchange, serves more than 24.4 million subscribers, employs hundreds of Ugandans and works with thousands of local partners.

In 2025, MTN Uganda invested Ush549.4bn ($146m) in its network, expanding 4G population coverage to 88.6% and 3G coverage to 96.2%, while continuing its rollout of 5G services.

The company said the investment was aimed at improving network resilience, expanding digital access and meeting growing demand from households, businesses and institutions.

Its Mobile Money platform has also become one of Uganda’s largest digital financial services networks, with 14.7 million active fintech customers, more than 241,000 agents and over 114,000 merchants.

Ms Mulinge said MTN Uganda’s role now goes beyond providing telecommunications services, pointing to its contribution to financial inclusion, digital skills development, youth empowerment and women’s economic participation.

“This is more than a business,” she said. “It is a shared investment in Uganda’s progress.”

The company also highlighted its contribution as one of Uganda’s largest taxpayers, saying its operations support the wider national economy through employment, investment and partnerships.

The incident has highlighted a growing challenge for telecom companies across Africa: as digital services become essential to daily life, expectations around reliability and accountability continue to rise.

For MTN Uganda, the response has been focused on restoring confidence and reinforcing its long-term presence in the country.

“We will continue to invest, continue to listen and continue to do the work required to earn and maintain the trust of our customers,” Ms Mulinge said. “Uganda is Home, and we are here to stay.”