Letter To Karl Toriola, MTN CEO, as Thousands of MTN FibreX Customers in Benin City Cry Out: “This Is Fraud!”
By ringroad.com.ng
Across Benin City, Edo State, frustration has reached boiling point as thousands of MTN FibreX customers say they have been left stranded without internet access for over five days—with no explanation, no timeline, and no accountability from MTN Nigeria.
What started as a routine disruption has now escalated into what many describe as a full-blown breach of consumer trust, prompting calls for urgent intervention from state authorities, regulators, and MTN’s leadership—especially Chief Executive Officer Karl Toriola.
Tickets Marked “Resolved”—But Nothing Has Been Resolved
According to affected subscribers, every attempt to reach MTN support via:
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217 Customer Support Line, and
has resulted in one thing:
Tickets being marked “RESOLVED” even while the internet remains completely dead.
Many customers say this practice feels like an effort to artificially reduce MTN’s backlog rather than solve the problem.
“It came back yesterday as resolved,” said one outraged user, “but that is very, very far from the truth. Nothing has changed. The fibre is still not working.”
A Rollout Without Notification: “We Only Heard About the Upgrade From Engineers”
The core complaint is even more troubling:
MTN never informed customers of any ongoing upgrades or service downtime.
Customers only discovered the reason for the blackout from the same technicians who originally installed the FibreX lines. According to multiple reports, the engineers said there was a significant “upgrade rollout” happening across the network—yet MTN did not send an SMS, email, or public notice to paying users.
This lack of communication has left customers feeling abandoned and deceived.
A resident of Abuja Quarters, GRA, Benin City, who subscribed just two months ago, expressed his frustration:
“I honestly thought the engineers who installed it were fraudsters at first. The service worked for one month, then went completely blank. I’ve had to go back to my normal Wi-Fi, which is costing me a lot. How can they mark a ticket as resolved when the service is still dead?”
“₦25,000 Per Month for Internet That Doesn’t Work!”
Another customer lamented that not everyone can afford to pay ₦25,000 every month for a fibre service that remains unusable for almost a week.
The silence from MTN has amplified anger, with many accusing the telecom giant of:
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Poor transparency
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Poor customer communication
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Poor conflict management
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And most of all—breaching consumer rights
One user summed it up clearly:
“The most annoying part is that MTN did not even tell us to find alternative internet access. No notice. No apology. Nothing.”
A Direct Appeal to MTN CEO Karl Toriola
With the situation worsening, customers are now directing their complaints straight at MTN’s CEO, Karl Toriola. Many insist that launching or upgrading a service without ensuring functionality is unacceptable for a company of MTN’s size and reputation.
The message is clear:
Provide a service you can sustain—or don’t roll it out at all.
Calls for Government and Regulatory Intervention
Affected customers have called on:
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The Governor of Edo State
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The Commissioner of Information
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The Nigerian Communications Commission (NCC)
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Other relevant consumer protection authorities
to step in and address what is now seen as a serious breach of customer rights.
They are demanding:
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A full explanation of the outage
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A timeline for restoration
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Automatic compensation or refunds for all days of downtime
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An end to the practice of closing unresolved support tickets
Until MTN addresses the issue openly, the anger is likely to grow—because for Benin City residents whose businesses, jobs, and communication depend on the internet, this is more than an inconvenience.
It is a major disruption to daily life.
This Review/Letter is from www.ringroad.com.ng and edonet.ng
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