MTN Uganda is on the spot for failing to deal with Iphone X technology which has resulted into consistent call drops as the phone users count more losses.
Handlers of Iphone XS, XR and XMax experience difficulties in making or receiving calls particularly those connected to MTN network.
With many customers storming Elite Digital Solutions offices in Uganda, the Apple supplier at least receives 3 to 4 complaints everyday over call drop related issues.
An investigation done by this website reveals that, customers who purchased the Iphone X from Elite Digital Solutions have previously been refunded mostly when they refuse to agree that it’s MTN with issues not the gadget.
“We have refunded many. We try to explain to them that our gadget was tested before hitting the market. When they refuse we have no option but to refund,” said an official at Elite Digital Solutions who asked not to be mentioned.
TrumpetNews further understands, that Elite Digital Solutions launched an investigation to ascertain whether the call drops are experienced by all users on the four main telecom networks in Uganda.
The findings indicated that only users of Iphone Xs Xr and Xmax on MTN network faced difficulties in making or receiving calls.
When officials at MTN towers were notified of the predicament they brushed off the claim insisting that as a leading telecom giant they have hi-tech machines to deal with every gadget (technology) on planet earth.
“But Elite Digital Solutions relayed its investigations and resulted plus samples of the gadget which revealed that issues of call drops stemmed from MTN,” a source added.
What Exactly Happens
Our investigation shows that most times when a phone user attempts to make a call, the person at the receiving end will pick but there won’t be a voice whereas there is transmission.
In a second attempt, the call will drop and a word “system call failure” will appear on the phone screen.
When a user insists to press a call, there will be an automatic call end with a word “call failed.”
The affected users told this website that, “you will have to give it 5 to 10 minutes to be able to try gain. If you are lucky the call will go through without an interruption.”
But this only happens for a short time. “Iphone X users on MTN don’t converse for a long time. It can only be 3 to 6 minutes. Past that the call will drop,” a customer said.
A study on Iphone X shows that the phone uses 4G network which is the fastest in Uganda.
When a user is making or receiving a call, the network has to drop to edge or GPRS.
“This is where MTN has failed. MTN claims that IPhone X has a security layer between 4G and GPRS or Edge and that a call can’t be accommodated there,” a source said.
However, Apple supplier (Elite digital solutions) tasked MTN to explain how come its competitors are able to accommodate the calls without interference.
Elite Digital Solutions thus cautioned MTN to up its game or lose business. Besides Apple isn’t willing to stand the humiliation that its latest gadget on market has failed customers.
MTN Uganda has since admitted that its technology can’t handle Iphone Xs, Xr and Xmax.
MTN has since asked for samples and 3 months to study the gadget and rectify the issues which until today remain a thorn in customers’ flesh as they continue to count losses and lose business because of failed calls.
TrumpetNews understands that the 3 months MTN asked to study the samples elapsed and requested for more which end in July.
Val Okecho, the Telecom’s publicist when contacted for a comment asked this website to put the matter in writing and promised to revert but hadn’t after two weeks.
Telecom Regulator, Uganda Communications Commission (UCC) executive director, Godfrey Mutabazi said he will instruct his team to study the matter once a complaint is raised by affected users.