Liberia: House Seeks to Compel MTN to Restitute Credits, Data in River Gee
In an unprecedented move, the Plenary of the House of Representatives has voted unanimously for Lonestar Cell MTN to restore to customers all unused credits, data, and promotion packages that expired during the time of the company’s bad network in some areas in River Gee County.
Members of the Lower House overwhelmingly voted Thursday, 7th March 2024 during the 17th day sitting of the 1st Quarter.
Chief Clerk Mildred Sayon is expected to transmit the House’s Plenary decision to Lonestar Cell MTN and report its implementation to the Committee on Post and Telecommunications for the subsequent report to the House’s Plenary.
The House’s decision followed a report from the House’s Committee on Post and Telecommunication, chaired by Margibi County District #2 Representative Ivar K. Jones.
“Having gotten the full insight of the challenges that led to the deterioration of the service of Lonestar Cell MTN and with the measures taken to restore the service beyond its first status, the Committee on Post and Telecommunication recommends the following: Lonestar Cell MTN shall restitute to customers in the affected areas all unused credits, data and promotion packages that expired during the time of the bad network. l and a comprehensive report of the restitution to customers be presented to the Committee on Post and Telecommunication,” the Committee’s report said.
On February 14, 2024, the House’s Committee on Posts and Telecommunication was mandated by the Plenary to investigate and report back on the concern raised by Hon. Johnson S.N. Williams, Representative, District #3, River Gee County as follows: The poor services of LoneStar MTN in District # 3, River Gee County; The economic loss incurred by the people of District # 3, River Gee County as the result of the poor telecommunication service and the Committee was further mandated to invite Orange Liberia on account that Orange Liberia has an issue of similar situation.
In Rep. Williams’ communication, he complained that Lonestar Cell MTN was engaged in bad customer service and poor telecommunication service in River Gee. He added, “Lonestar Cell MTN has not communicated to subscribers the reasons for these bad customer services and poor telecommunication services.”
The committee, upon receipt of the plenary mandate on February 18, 2024, requested the Chief Clerk of the House to invite the two major GSM companies operating in Liberia, Lonestar Cell MTN and Orange Liberia.
On February 21, 2024, the committee held its hearing with Lonestar Cell MTN and
Orange Liberia in keeping with the mandate of the Plenary of the Honorable House of Representatives, particularly to inquire about the quality of services being provided as it relates to the communication from Hon. Johnson S.N. Williams of District No. 3,
River Gee County.
Findings
Lonestar Cell MTN In the Committee's hearing, Lonestar Cell MTN was represented by a team of three persons, headed by Mr. Ali Fakih, Deputy Chief Executive Officer. The Management of Lonestar Cell MTN acknowledged the poor telecommunication services complained about by Rep. Johnson S. N. Williams, Sr., and attributed it to a frequency interference that one of the satellite sites in River Gee has experienced but said that action is being taken to restore quality service. Mr. Fakih gave additional reasons such as temporary downtime because of the modernization or upgrade of their system, the difficulties faced in getting fuel and other materials to sites due to bad roads, fuel thief, etc.
Mr. Fakih, however, told the committee that by March 7, 2024, the concern raised by Hon. Williams will be addressed to include Maryland County. He further stated that the company had already purchased the requisite equipment to remedy the situation.
Orange Liberia: Cllr. Supu H.W. Cole, Sr. of Orange Liberia also acknowledged the challenge in terms of the poor quality of the network and internet but said the company acted years ago by connecting the southeast with microwave towers and currently
constructing its fiber cable network to connect to its installations in the southeast.
Way Forward
LoneStar MTN disclosed its plan to improve the quality of service as follows: Upgrade of all its sites to 4G by the end of 2024; construction of 300 new sites in the rural areas to mitigate satellite sites; Ongoing deployment of new generators to its sites; and Modernization Plan and introduction of 5G by 2025.
Orange also discussed its network expansion plan to improve the quality of service as follows: Upgrade of 317 sites and construct 136 new sites before the end of 2024 and request bigger bandwidth and additional frequency from the Liberia Telecommunications Authority.