MTN Uganda has moved to reassure customers and investors that it remains committed to Uganda after a service disruption earlier this week, pledging continued investment in network infrastructure as it seeks to strengthen resilience in one of its most important African markets.
The telecommunications company said a power disruption at one of its data centres caused the interruption on July 5, affecting voice, data and Mobile Money services.
All services have since been restored, with the company saying customer information and Mobile Money balances remained secure throughout the incident.
Speaking to journalists in Kampala, Sylvia Mulinge, chief executive of MTN Uganda, acknowledged the frustration caused by the outage and apologised to customers, businesses, agents and merchants who depend on the company’s digital platforms.
“We sincerely apologise to every customer who was affected,” 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 statement comes as telecom operators across Africa face growing pressure to maintain reliable digital infrastructure as mobile networks become increasingly central to economic activity, financial transactions and public services.
For MTN Uganda, the outage has become a test of confidence in a market where the company has operated for more than two decades. The company sought to shift attention from the disruption towards its longer-term role in Uganda’s digital economy, highlighting its investments, employment footprint and contribution to government revenues.
“Uganda is Home” — the company’s long-running positioning — was central to Mulinge’s message. She said the phrase represented more than a corporate slogan, describing it as a commitment to long-term partnership with Ugandan households, businesses and communities.
“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 invested Ush549.4bn ($146mn) in its network in 2025, expanding 4G population coverage to 88.6 per cent and 3G coverage to 96.2 per cent while continuing the rollout of 5G services.
The investment forms part of a broader effort to improve network reliability, expand digital access and support rising demand from consumers and enterprises, the company said.
The company, which is listed on the Uganda Securities Exchange, has grown into one of Uganda’s largest digital infrastructure providers. It serves more than 24.4mn subscribers, employs a substantial figure of Ugandans and works with thousands of local partners.
Its Mobile Money business has become a significant part of Uganda’s financial system, with 14.7mn active fintech customers, more than 241,000 agents and over 114,000 merchants using the platform.
Mulinge said the company’s role now extends beyond telecommunications, 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.”
MTN Uganda also highlighted its contribution as one of the country’s largest taxpayers, positioning its operations as part of Uganda’s broader economic development agenda.
The company said affected customers whose voice and data bundles expired unused during the outage would receive compensation in line with its customer care procedures and regulatory requirements. It is also engaging the Uganda Communications Commission and the Bank of Uganda on customer support measures.
The company’s response reflects the wider challenge facing telecom operators: maintaining trust as digital services become essential infrastructure.
For MTN Uganda, the message after the outage was one of continuity rather than retreat.
“We will continue to invest, continue to listen and continue to do the work required to earn and maintain the trust of our customers,” Mulinge said. “Uganda is Home, and we are here to stay.”
