MTN Nigeria Pledges Customer-Centric Growth Ahead of 25th Anniversary, Closing Over 1.6 Million Complaints in 2025
Despite these challenges, MTN Nigeria continued to grow, ending September 2025 with over 85 million subscribers.
As 2026 begins, MTN Nigeria has taken stock of the past year, reviewing key operational highlights, customer feedback, and areas for improvement. The telecom operator, led by CEO Dr. Karl Olutokun Toriola, emphasized that customer input is central to its strategy, describing complaints not as noise but as signals guiding better service.
In 2025, MTN Nigeria received 1,624,263 customer complaints across calls, emails, social media, and walk-in centres. Each complaint was carefully addressed, with the company reporting that all complaints were closed by year-end. This reflects MTN Nigeria’s commitment to responsiveness and the continuous improvement of the customer experience.
The company also faced operational hurdles in 2025, including 9,218 fibre cuts as of December 31, and 211 sites impacted by theft and vandalism as of November 30. These incidents caused service disruptions, highlighting the ongoing challenges of maintaining network reliability across the country.
Despite these challenges, MTN Nigeria continued to grow, ending September 2025 with over 85 million subscribers. As the company approaches its 25th anniversary in 2026, Dr. Toriola reaffirmed MTN Nigeria’s pledge to put customers at the centre of all operations.
“We see you. We hear you. We exist because of you. And we will keep getting better.”
– Dr. Toriola, CEO, MTN Nigeria
