With 22 million mobile subscribers, 10.1 million internet users, and 13.8 million mobile financial service users as of the end of 2024, MTN holds a dominant position in Uganda. However, competition from Airtel Uganda, with 16.9 million mobile subscribers and 7.3 million internet users, underscores the need for superior service quality. The GSMA highlights that robust network performance is essential for attracting and retaining customers, a perspective MTN is addressing through this upgrade.
The project focuses on strengthening infrastructure to support growing demand for connectivity and financial services. MTN’s leadership stated: “This initiative is a direct response to MTN’s 2024 annual report commitment to improve network quality and customer experience.” By enhancing service reliability, the company aims to maintain its competitive edge in a dynamic market.
The upgrade, while essential, poses risks of temporary service disruptions, particularly during peak evening hours when internet usage spikes. Such interruptions could drive subscribers to competitors. To mitigate this, MTN plans to conduct most of the work at night, minimizing inconvenience. A company representative noted: “MTN has pledged to minimize disruptions by carrying out much of the work at night, but has acknowledged the inconvenience it might cause.”
Effective communication with customers is critical to the project’s success. MTN is prioritizing transparency to manage expectations and maintain trust during the upgrade period. The company’s ability to limit service interruptions and address customer concerns will be key to preserving its market share and ensuring long-term loyalty.
The network enhancement aligns with MTN’s strategy to meet evolving consumer needs in Uganda, where mobile and internet services are integral to daily life. By improving voice, data, and mobile money platforms, MTN aims to deliver a seamless user experience, supporting both individual and business customers. The upgrade also positions the company to capitalize on the growing demand for digital financial services, a key driver of its subscriber growth.
MTN Uganda’s investment in network infrastructure reflects its commitment to innovation and customer satisfaction. As the project progresses through July 2025, the company is focused on balancing technical improvements with minimal disruption, ensuring it remains the preferred telecom provider in Uganda’s competitive landscape.
