Mr Stephen Blewett, Chief Executive Officer of Mobile Telecommunications Network (MTN Ghana), has described as not good the long queues of customers recorded at some of MTN Ghana’s stores across the country saying efforts are being made to address the situation.
He emphasised that “It is not good. So, what are we doing to address it? And let me just take you through that. The first thing is, over 45 per cent of the reasons people come is for SIM swap and PIN reset. So, we are looking to improve our systems to ensure that that improves.”
He added, “So, if we can give people the ability to do SIM card swaps themselves. Do you know that there are three million people on our network, who have eSIMs that are not using eSIMs? If you have an eSIM, you don’t have to come to our stores. We can help you do the process without coming in.”

He said this during this year’s MTN Media and Stakeholders Forum in Tamale.
The forum, attended by selected media practitioners and some stakeholders of the company, drawn from the regions in the north, was to interact with participants, share the company’s operations over the years and the way forward.
Mr Blewett said “We are looking at a new system that we are working on. I have given my IT team the rest of this year to come up with a solution for eSIM, for SIM swap because, more than 25% of the people you see on that queue are doing SIM swap.”
He added that “Another 20% are doing PIN reset. So, we can address those two things first that will reduce the numbers by almost half. Half the people would not have to sit in that queue.”
He said the company would also put a headcount increase into its call centres and stores to support the lines, adding “We are putting 400 more people across the country. So, that will release the pressure.”
He assured MTN customers that by the end of this year, the company would add 300 more community stores across districts to ease the pressure such that customers would not have to travel far to access MTN Ghana stores.