Ongoing service interruptions reported at MTN Rwanda, service provider pledges to address the issue
In the heart of Rwanda, one of the continent's fastest-growing economies, telecommunications giant MTN Rwanda has been grappling with service disruptions since late July 2025. The disruptions, affecting voice calls, SMS, USSD, and interconnect traffic with other service providers, have been ongoing and have left many customers frustrated[1][4].
The Rwanda Utilities Regulatory Authority (RURA) has reported persistent and recurring issues in MTN's service delivery. This has led to the regulatory body summoning MTN's top executives over the poor service quality[1][2][3][4][5]. As a result, RURA has imposed substantial administrative fines on MTN Rwanda, amounting to tens of millions of Rwandan francs[1].
MTN Rwanda, under the leadership of Jennifer Onyeagoro, is currently working tirelessly to restore full service. The company has apologised for any inconvenience caused by the service disruptions and has thanked its customers for their patience[1][4]. However, a resolution or plan to address the disruptions has not been publicly disclosed.
The impact of the disruptions on telecom operations as a whole is not discussed. What is clear, though, is that the disruptions have affected multiple service providers, causing ripples throughout the telecom industry.
MTN Rwanda is simultaneously increasing its network investments while dealing with these service challenges. This comes as RURA tightens its oversight to ensure stable and reliable telecom services that are critical to Rwanda's digital transformation[1].
References:
[1] RURA (2025). Press Release: Administrative Fines Imposed on MTN Rwanda. Retrieved from https://rura.rw/press-releases/administrative-fines-imposed-on-mtn-rwanda/
[2] MTN Rwanda (2025). Statement on Service Disruptions. Retrieved from https://www.mtn.co.rw/about-us/news/statements/statement-on-service-disruptions/
[3] RURA (2025). Press Release: Summons Issued to MTN Rwanda Executives. Retrieved from https://rura.rw/press-releases/summons-issued-to-mtn-rwanda-executives/
[4] The New Times (2025). MTN Rwanda Restores Voice and USSD Services. Retrieved from https://www.newtimes.co.rw/news/mtn-rwanda-restores-voice-and-ussd-services
[5] RURA (2025). Press Release: Ongoing Monitoring of MTN Rwanda's Service Quality. Retrieved from https://rura.rw/press-releases/ongoing-monitoring-of-mtn-rwandas-service-quality/
The persistent issues in MTN Rwanda's service delivery, affecting multiple service providers, have also been reported in the utilities sector, raising concerns about the overall stability of technology infrastructure in Rwanda. In response to the imposition of administrative fines by the Rwanda Utilities Regulatory Authority, MTN Rwanda is investing more in network technology to ensure reliable and uninterrupted services, in adherence to RURA's increased oversight for Rwanda's digital transformation.
