The leading Telecom Gaint in Africa, MTN Ghana has reaffirmed its commitment to placing subscribers at the center of its business, with a renewed focus on resolving customer complaints quickly and maintaining reliable network connectivity as the company marks 30 years of operations in the country.
The assurance was given on Monday at the latest edition of _Bright Conversations, MTN Ghana’s periodic stakeholder and media engagement series held at the MTN Media Center.
Customer Experience Remains The Priority
Speaking at the event, Richard Acheampong, Chief Home Officer of MTN Ghana, said the company’s growth over the past three decades has been driven by its customer base, and service quality will remain its highest priority.
“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.
He noted that customer complaints are now being handled through a more structured, urgent, and case-by-case system designed to deliver long-term solutions rather than temporary fixes.
How MTN Is Handling Complaints
Mr. Acheampong outlined the company’s three-step approach to resolving subscriber issues:
Validation: Every report is verified immediately upon receipt by technical teams.
Case-by-Case Fixes: Instead of applying blanket solutions, engineers investigate and address the root cause tied to a specific location or device.
Direct Relief: The objective is to restore normal network function with minimal downtime for the affected 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 explained.
Fighting The Fiber-Cut Menace
A major focus of the engagement was the persistent challenge of fiber optic cable cuts, which continue to cause localized network disruptions and slower data speeds across parts of the country.
Fiber optic cables form the backbone of modern telecommunications, carrying high-speed data between regions. When road construction equipment severs these underground lines, thousands of users can be affected instantly.
To tackle the problem, Mr. Acheampong said MTN Ghana is combining proactive monitoring with technology-driven workarounds:
Engagement: The company closely tracks civil and road construction works and collaborates with contractors to relocate vulnerable cables before excavation begins.
Technology: MTN is deploying systems that automatically reroute network traffic when a main fiber line is damaged, helping to minimize service interruption.
“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,” he said.
“We work with them to relocate lines so their construction isn’t impeded, all while using backend technology to keep the network running seamlessly.”
30 Years Of Service, Millions Connected
As Ghana’s leading telecommunications provider, MTN serves over 26 million subscribers and remains central to the country’s digital ecosystem.
Mr. Acheampong said initiatives like Bright Conversations were designed to promote transparency, address public grievances directly, and keep stakeholders informed about network investments and infrastructure challenges.
“As we celebrate 30 years of connecting Ghanaians, our commitment is to continue investing in the network, improving customer experience, and delivering solutions that support homes, businesses, and communities,” he added.
The Bright Conversations platform is expected to continue throughout MTN Ghana’s anniversary year, with future editions focusing on enterprise solutions, fintech, and digital inclusion.
