(LVDE) – During a crucial meeting recently held in Douala, Cameroon’s economic capital, in the presence of the Director General of the Telecommunications Regulatory Board (ART), operators Orange Cameroon and MTN Cameroon announced the launch of a communication campaign aimed at addressing public concerns over telecom service performance in the country.
On October 3, 2025, in Douala, Orange Cameroon and MTN Cameroon met under the auspices of the ART to review ongoing efforts to improve service quality in response to the numerous complaints from subscribers regarding deteriorating voice and internet services.
Amid growing dissatisfaction among users, the two telecom giants were summoned by ART to discuss Quality of Service (QoS) and Quality of Experience (QoE). The meeting followed a wave of customer grievances over recurrent network and connectivity issues, despite the significant investments made by both operators over the past decades.
To address these concerns, Orange and MTN announced the launch of an interactive communication campaign scheduled between late October and early November, starting in Yaoundé. The goal of this initiative is clear: to inform the public about the causes of service disruptions, highlight ongoing efforts to upgrade network infrastructure, and educate users on best practices for managing communication devices.
The management of both companies indicated that the campaign will feature educational and visual content to help consumers better understand the technical reasons behind network issues—often caused by network congestion or outdated equipment. Philémon Zo’o Zame, Director General of the ART, emphasized the need for a bilingual and educational approach, developed in partnership with consumer rights associations, to ensure transparency and build user confidence.
Despite these positive steps, major challenges remain. Users, particularly in rural areas, continue to face coverage and bandwidth limitations. Many subscribers still rely on 2G or 3G devices, hindering the transition to 4G. Persistent service disruptions led ART, in July 2025, to impose combined fines of 2.6 billion CFA francs on Orange and MTN for failure to meet regulatory standards.
Both telecom operators, however, reaffirmed their continued commitment and investments. Orange Cameroon has invested nearly 1,500 billion CFA francs since its creation 25 years ago, while MTN Cameroon contributed 155 billion CFA francs to the state in 2024 and announced an additional 62 billion CFA francs investment plan for 2025. Nonetheless, ART’s data show that 90% of data traffic now relies on 4G, placing growing pressure on existing infrastructure and partly explaining the slowdowns experienced by users.
To ensure the effectiveness of these commitments, ART recommended establishing a biannual monitoring mechanism to track investments and network performance. This system is designed to strengthen transparency and improve dialogue between the regulator and operators.
The stakes are high : restoring user confidence and ensuring consistent service quality at a time when digital connectivity is a vital driver of competitiveness and economic inclusion. The coming weeks will be decisive for both operators, who must demonstrate their ability to meet rising consumer expectations while adapting to rapid market developments.
Esther Grace
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