MTN, Airtel pressed to address data depletion, network quality complaints
“Telecommunications companies must be transparent about how data bundles are consumed, how long they remain valid and what happens to unused balances. A customer should be able to understand exactly what they are paying for and what they are receiving in return,” Tana said.
“We cannot have a situation where Ugandans pay for communication services but continue to experience dropped calls, unexplained data depletion and unreliable network connectivity. Consumers deserve services that match the money they spend,” Tanna said.
KAMPALA - Telecommunications operators, including MTN Uganda and Airtel Uganda, have been challenged by the government to address growing consumer complaints over unexplained data depletion, unstable network connectivity and the high cost of communication services.
The concerns were raised during a meeting convened by the Minister of Trade, Industry and Cooperatives, Sanjay Tanna, and the State Minister for Trade, Wilson Mbadi, at the ministry's boardroom in Kampala on November 5, 2026.
The meeting, attended by officials from the Uganda Communications Commission (UCC) and representatives of major telecommunications companies, followed mounting complaints from consumers about the quality, accessibility and affordability of telecom services.
Among the issues discussed were persistent network disruptions, dropped calls, complaints that airtime and data bundles are depleted or expire before subscribers fully utilise them, and concerns surrounding the commissioning and accessibility of mobile money agents.
Chairing the engagement, Tanna said telecommunications companies must ensure that consumers receive value for the money they spend on communication services.
Chairing the engagement, Tanna said telecommunications companies must ensure that consumers receive value for the money they spend on communication services.
He challenged operators to provide greater transparency regarding data consumption, bundle expiry policies and the management of customers' airtime balances, arguing that subscribers should understand how their purchased services are utilised
“Telecommunications companies must be transparent about how data bundles are consumed, how long they remain valid and what happens to unused balances. A customer should be able to understand exactly what they are paying for and what they are receiving in return,” he said
The meeting also raised concerns about the onboarding of mobile money dealers, with officials urging operators to strengthen oversight and ensure agents are properly registered, supported and accessible to customers across the country.
The government expressed concern over the apparent disparity between the financial performance of telecommunications companies and the service delivery challenges reported by their customers.
“While Ugandans continue to grapple with poor network coverage, dropped calls, missing data and disappearing airtime, telecom operators continue to generate substantial revenues from the country's growing demand for digital and mobile financial services,” the minister said.
Minister Tanna meeting representatives of telecommunication companies.
“We appreciate the investments being made by telecommunications companies, but those investments must translate into better services for the people. Profitability should go hand in hand with customer satisfaction, reliability and accountability,” he said.
Representatives from MTN Uganda, Airtel Uganda and UCC attended the engagement. UCC was represented by officials responsible for compliance and consumer protection, while the operators outlined some of the operational challenges affecting service delivery.
Following the discussions, the telecommunications companies committed to submitting a comprehensive report within two weeks, detailing the concerns raised and proposing measures to improve network performance, customer experience and complaints management.
“We expect the operators to take these concerns seriously and come back with practical solutions. This engagement is not simply about discussing complaints; it is about ensuring measurable improvements in network quality, affordability and the overall consumer experience,” Tanna said.
The meeting further resolved that smaller telecommunications companies would be invited to participate in subsequent engagements to ensure broader industry representation and a more inclusive response to consumer concerns.