First open letter to Malawi Telecoms Ltd. CEO: Your internet services leave a lot to be desired

Dear Mr MTL CEO,

MTL CEO, Harry Gombachika

MTL CEO, Harry Gombachika

How do you introduce a facility that you fail to manage? Do you know the kind of shame your ineptitude in managing MTL is subjecting us, your innocent customers?

Look, you, without consultations to us your customers, suspended the easy way of recharging internet airtime and told us to be recharging by logging to your website, , using the [email protected].

For a week now, this service has not been available and when we ask the customer service, they are telling us to be dictating to them our airtime PIN numbers to be entering for us at your command centre as it was doubtful that this service would come back any time soon.

If we want to buy an internet bundle; they are telling us to be doing that on our behalf. What nonsense is this that someone should be meddling on a transaction a customer would be in charge of? This is greatly inconveniencing us your customers and truth be told, this is a true definition of taking customers for granted. Why not just reverting to the old easy method of recharging airtime if you are failing to manage your own innovation? Don’t start something you can’t manage to finish!

Mr CEO, note that your services leave a lot to be desired with continuous interruptions and you even don’t care to tell us your customers that we will not have internet services within a specified time because you are working on something.

And by the way, what kind of problems do you face week in week out? Truth be told, your company is a nuisance just like ESCOM and if this is as a result of  your incompetency, then just honorably resign; we will not miss you, boss.

To government, open the doors for more ICT companies with a national outreach to come and start giving us internet services because so far, the other internet service providers in the country are useless to the core as they simply provide their services in the three cities of country and more importantly within the CBD.  This situation gives MTL, the only company with a wider outreach, a license to provide mediocre services, after all, they know that as their customers, we will go nowhere but cling to them.

As for companies like TNM and Airtel; they are so expensive in their internet tariffs and their dongle internet services are meant for the super rich in the country and not the majority of us poor Malawians in the country.  Their internet services as well leave a lot to be desired.

Back to you Mr MTL CEO; please do something to resolve the situation I have brought to your attention.

Concerned Citizen


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lord have mercy

malawian companies are good @ revenue collection and not service deliveray, malawi dzuka!!!!!!

MTL has a lot of problems. I have got friends who work there. When they visit me or we meet they are always complaining. Their salaries are peanuts. I am told a qualified engineer gets a meagre MK327,000 Gross salary. There is no motivation. The company is directionless with an MK18 billion loan on its head. It can’t pay its suppliers. Technical section is confused. It is lead by a guy with no telecom background who is no able to guide the CEO. I am told he was brought in by Amayi and Chikaonda as he comes from the same… Read more »

The issue of recharge is now resolved, thanks to the complainer in this story it has awakened MTL

My Dear Mr. Concerned, As much as I would want to give you a node on the issues raised but I have fallen short because of your direct attack on the CEO. As Malawians we must learn to present our cases positively without putting off other stakeholders in the process. We don’t need to attack the CEO but rather challenge him with our situation and give him room to sort out the problems. How much I wish we all learn to be positive in this country. In the same manner at times I become shocked how other people attack their… Read more »

Everything in Malawi sucks. All services we get from every provider are just mediocre! Name it. You buy expensive monthly internet bundles that don’t last the whole month anyway and three quarters of the time they don’t work. No wonder we pride in calling ourselves the poorest country in the world! Politicians, who are meant to be protecting us from such masqueraders, fuck us daily and we just accept it. What do we expect?

Olda Pesoni

Is MTl not chaired by one Mathews Chikaonda aka Mitt Romney? If so, this man is for himself, not the company, the nation. Secondly, such high tech organizations should be managed by fresh brains who atr well prepared for modern technologies including coms/PR. You don’t a person of typewriter age to run a high tech system.

Largely true, MTL is without doubt the largest ISP in the country and should place much emphasis on quality control. However, I do not think it is fair to place much of the blame on the current CEO. The billing system may have happened on his watch, but the problems of MTL go a long way back to when it was a Government entity: The mentality of staff and management has not changed from those days. When you report a fault for example you will experience the same kind of delay that you used to experience in the pre-MTL days.… Read more »
Alex Matinga
I assume all these disrespectful and rude answers come from either MTL bosses or MTL Bosses’s friends or ratesemployees all their fami lies. Who so ever they are, they are rude and dis respectful to the Mtl customers. What a rude company MTL is. Is this how you can answer when customers complain? Customers react in different ways. Some are polite in their complaints, some are angry some just quietly walk away from your business, but this is all how a customer can react. It’s Your duty as a service providing company to friendly explain what has happened to slow… Read more »

Well done concerned citizen! You are man of the year.

mad max
Am not surprised this fellow has already got in trouble like this at MTL. this guy has never been a boss of anybody at all since his college days at university of Malawi, Polytechnic. not even a supervisor of a team at any time. He has lived all his 23years supervising experiments at the same college, experiments that do not materialise in anything at all but shelved after a student has been given his marks for a good paper. Yet somebody mad from Press Corpration decided to make this jokey the most senior guy at MTL over revered practical engineers… Read more »

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