MTC explains Aweh issues
Company to refund users
The telecommunications giant has been in the firing line as of late, with customers experiencing network issues.
Mobile telecommunications company MTC yesterday said an upgrade to its online charging system will solve customers’ problems with Aweh packages.
This after several customers complained that they tried to top up their Aweh but did not receive the data, voice and SMS bundles, despite the required amount being deducted from their accounts.
"Yesterday morning I renewed my Aweh for the week... I didn't use much data and didn't make any calls, but a few hours later, all these units were gone and any calls or data connections are deducted from my balance," a complaint on social media read.
MTC spokesperson Erasmus Nekundi said the company is currently working to identify affected customers so that they can receive the product they paid for.
"We can see on our system which numbers have been affected and how they have been affected. We are currently pulling this information from our recharge system so that we can give people back what they are entitled to," he said.
Chief human capital and corporate affairs officer Tim Ekandjo said reimbursements already started yesterday and will continue until all affected users have been compensated.
Network interruptions
Meanwhile, MTC clarified recent outages to voice and data networks.
"A power outage in the coastal town of Swakopmund on 19 February resulted in damage to one of the fibre channels. This affected the West African Cable System (WACS), affecting data services and voice calls in the Erongo Region," a statement read.
According to the company, the use of alternative data routes has put pressure on data services in the rest of the country and therefore customers have been affected nationwide.
MTC also confirmed plans to strengthen network links.
Nekundi said this will prevent data services from being hindered to the same extent in the future.
This after several customers complained that they tried to top up their Aweh but did not receive the data, voice and SMS bundles, despite the required amount being deducted from their accounts.
"Yesterday morning I renewed my Aweh for the week... I didn't use much data and didn't make any calls, but a few hours later, all these units were gone and any calls or data connections are deducted from my balance," a complaint on social media read.
MTC spokesperson Erasmus Nekundi said the company is currently working to identify affected customers so that they can receive the product they paid for.
"We can see on our system which numbers have been affected and how they have been affected. We are currently pulling this information from our recharge system so that we can give people back what they are entitled to," he said.
Chief human capital and corporate affairs officer Tim Ekandjo said reimbursements already started yesterday and will continue until all affected users have been compensated.
Network interruptions
Meanwhile, MTC clarified recent outages to voice and data networks.
"A power outage in the coastal town of Swakopmund on 19 February resulted in damage to one of the fibre channels. This affected the West African Cable System (WACS), affecting data services and voice calls in the Erongo Region," a statement read.
According to the company, the use of alternative data routes has put pressure on data services in the rest of the country and therefore customers have been affected nationwide.
MTC also confirmed plans to strengthen network links.
Nekundi said this will prevent data services from being hindered to the same extent in the future.
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