MTN explains service disruptions

MTN has had to make several adjustments to its network, including a review of how it can use spectrum optimally.

---

Disruptions to the MTN network over the past two weeks were due to network upgrades, load shedding, vandalism and theft, and the migration of some customers from Nashua Mobile to MTN.

This is according to the operator, which released a statement today apologising to customers that have experienced service disruptions recently. MTN says the company has been adapting "to meet the increasing quality and capacity demands on the network".

Chief technology officer Eben Albertyn says the adjustments that needed to be made were many and included reviewing how MTN can use the existing spectrum optimally - a process that involved re-configuring the current allocation of the company's spectrum. "This exercise is aimed at providing customers with improved coverage and quality of experience."

Further to this review, says MTN, a technology refresh of parts of the network took place, which included upgrading the technology level of equipment, which resulted in "intermittent service disruptions" in and around metro areas.

MTN says the recent bout of load shedding has exacerbated the disruptions. "It must be noted that in the event of a power failure, MTN base stations are powered by batteries or generators. The majority of the network sites use batteries for backup [and] these batteries have a limited backup time, and recharging them takes time," explains the company.

In addition, MTN says, "several hundred sites" have been vandalised and batteries have been stolen in recent months. "Where possible, MTN has been deploying these batteries to all sites to alleviate the impact of power outages. However, MTN has not been able to cover 100% of its sites yet."

Albertyn says the company is working tirelessly to ensure there is minimal impact on services. "[We are] planning for a speedy completion." He says the operator is aware demand will spike over the festive season, and is confident the interventions it has put in place will bolster capacity to meet expected traffic.

MTN says there were a number of customers who migrated from Nashua Mobile, who also experienced connectivity problems on 25 November. These customers were inadvertently disconnected, says the company, but services were restored on the same day.

"MTN apologises to its customers for any inconvenience caused during this time," concludes Albertyn.