The giant telecommunications company in the country (MTN Ghana) is on the spotlight over technical hitches that overwhelmed the launch of the recently revised data bundle packages on Tuesday, July 1, 2025.
The highly hyped rollout that was an order nationally to boost data volumes by 15 percent left many users frustrated after experiencing errors in their attempts to activate or purchase the bundles.
At the finishing line, the MTN system failed to deliver as it was anticipated to be a good development to data using customers in Ghana.
Most subscribers woke up to failed online transactions, app errors, and error messages on the MyMTN App, USSD codes, or MoMo instead of getting access to the new packages.
What Went Wrong?
The technical issues that the company blamed on a major system recalibration necessary to integrate the revised bundle structures were caused by the technical problems the company blamed on a major system recalibration necessary to integrate the revised bundle structures, according to MTN Ghana.
In a press release early Tuesday morning, the telco admitted the inconvenience and reassured the customers that a specialized technical team was engaged in round-the-clock operation to address the issue.
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The statement read: “We appreciate the need to be in touch and would like to profusely apologize over the inconvenience this has brought to you.”
Please be assured that technical teams are trying hard to fix the problem and get services restored at the earliest possible instance.
Frustration Online
Various Ghanaians flocked the social media to express their anger and disappointment despite the apology by the company.
There was skepticism over the explanation that MTN offered as some argued strongly that the company had not had any problem in upgrading its system when it wanted to increase its prices, but now it had a problem when it was time to increase the data volumes on behalf of the customers.
X (previously Twitter) user @m_artinezyrn sarcastically commented:
Masa masa, were you now going to add to the bundle, there could be no difficulty. It would be done earlier than 12 a.m. kraa. Smh.”
Similar sentiments were echoed by another user, @mirielle_pap:
We are aware of your plans. That is what you always do to run off with our data. High expectations that you come with this nyamanyama data packages only.”
User @Spykenzy86 said:
You are still charging higher on your data bundles. 10ghc cannot earn the common Ghanaian 1GB…then there is a lot to argue about.
The social media backlash is an outcry of entrenched fears that customers have always had over the years- high data prices, mysterious bundle shrinkage to name a few.
People believe that telecommunication companies, in particular MTN, have failed to offer fair prices to ordinary Ghanaian.
Affordable Internet push by government
The amendment in data bundles was part of a bigger policy agenda led by the Minister of Communication, Digital Technology & Innovation, Samuel Nartey George.
In a government directive signed between major telcos and the government earlier this year, the amount of data to be uploaded was to be augmented by at least 15 percent across the board- this to make internet access more affordable to the people of Ghana.
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The minister had previously pointed out how telecommunication companies needed to place people above profit, particularly in the context of education, business, and daily life, as access to digital is increasingly becoming the main focus.
Although Vodafone and Telecel Ghana are said to have successfully implemented their updates, their updates came at a time when MTN technologically missed its target thus most people followed their updates as a result of being the market leader.
MTN Proclaims Repairs – Confidence is Slim
MTN Ghana has vowed to fix the problems within the shortest time possible but did not specify. The customers were also encouraged by the company to exercise patience as the transition is made.
But among those customers who use the internet extensively in work, study and communication, patience might be running out.
Others have voiced concern that the technical hitch can alter accuracy in billing or lead to unintended data loss, which became a common gripe during past bundle adjustments.
Other commentators believe that there is also a trust deficit that has accumulated over the years, leading to the outpouring.
MTN has overcome a fair share of PR pitfalls–including the fear that data might disappear without being used, poor customer complaints about the high tariffs against those of adjacent communities.
Economic Harassment Makes Internet a Hot Issue
In Ghana, as the cost of living escalates, internet data is no longer a luxury at all; internet data is now a staple commodity.
Online learning and employment applications, banking and commerce transactions, data is the key to economic survival of many, particularly young people.
Thus, any inconvenience (and particularly that which leaves the user with a feeling of being cheated) is more painful than ever.
Even before the above call by some of the advocacy groups, the National Communications Authority (NCA) has been urged to give close supervision of how MTN is addressing the issue and not to violate consumer rights.
What Happens Next?
By Tuesday afternoon, a few customers had reported minor fixes, and some claimed they could not access the amended packages. MTN is yet to issue further update on when the full functionality will be restored.
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Meanwhile, consumer watchdogs and digital rights groups are demanding the telco to be more transparent, provide compensation where required and avoid a repeat of such a technical fiasco.
The telco giant is currently in damage control, trying to strike a balance between the expectation and reality of system upgrades.
