24 April 2025

This initiative is a direct response to MTN's 2024 annual report commitment to improve network quality and customer experience. The upgrade is crucial for maintaining MTN's competitive edge in the Ugandan telecom market, especially considering the GSMA's perspective that strong service quality is key to attracting and retaining customers.

MTN's significant subscriber base at the end of 2024, including 22 million mobile subscribers, 10.1 million internet users, and 13.8 million mobile financial service users, positions it as a leader in the Ugandan market. However, its main competitor, Airtel Uganda, with 16.9 million mobile subscribers and 7.3 million internet users, presents a strong challenge.

The network upgrade, though crucial, carries a potential risk of subscriber churn. Service disruptions, especially during evening hours when internet usage is often high, could prompt customers to switch to competitors. MTN has pledged to minimize disruptions by carrying out much of the work at night, but has acknowledged the inconvenience it might cause.

The success of the upgrade hinges on MTN's ability to manage potential service interruptions and effectively communicate with its customers throughout the project. Maintaining customer satisfaction during the upgrade period will be paramount to preserving its strong market position in a competitive telecom landscape.