Telecom users in Burundi are experiencing a significant decline in service quality and concurrent rising costs, with multiple residents reporting unstable internet and disrupted calls from prominent providers like Lumitel and Econet Leo. Pierre Nduwayo, president of the Association burundaise des consommateurs (ABUCO), has explicitly stated that the quality of telecommunications service across the country is deteriorating. This assessment is echoed by individual experiences from various regions. S. I. A resident of Gikungu, has reported very slow and unstable internet for Lumitel subscribers, making basic online activities such as email and social media use exceedingly difficult. Similarly, N.T. A resident of Gatumba, cited widespread issues with both Lumitel and Econet Leo, including unstable internet connections and frequently disrupted calls. The frustration among consumers is palpable, with C.N. Residing in Nyakabiga Zone, having switched from Lumitel to Econet Leo specifically due to Lumitel's successive tariff hikes, only to encounter different but equally vexing problems with the new provider. Mr. Nduwayo further showed the financial burden on users, indicating that internet package tariffs have more than doubled since January 2025, adding to the general discontent.
Subscriber Frustration Mounts Amidst Worsening Conditions
Subscriber complaints highlight a growing and widespread discontent with network performance across Burundi. S. I. Articulated a common sentiment, stating that Lumitel continues to increase its tariffs even as its network quality visibly deteriorates, creating a poor value proposition for consumers. For Econet Leo subscribers, N.T. Observed that recurrent power outages significantly worsen the situation, leading to a complete loss of both internet and phone services during these periods. This sentiment was corroborated by C.N. Who reported that Econet Leo services consistently cease during power cuts, rendering it impossible to make calls and making phones unreachable.
Pierre Nduwayo, president of the Association burundaise des consommateurs (ABUCO), noted a significant drop in connection quality despite the tariff increases, which he described as counterintuitive and unacceptable. Mr. Nduwayo also noted frequent network failures where calls indicate a correspondent is unreachable, even when the individual is demonstrably present, their phone is switched on, and connected to the network, suggesting systemic issues beyond mere user error. To address these systemic and widespread issues, Mr. Nduwayo advocates for a full "états généraux des télécommunications" (general states of telecommunications). This proposed forum would be a key gathering, bringing together all key stakeholders: telecommunications operators, regulatory bodies, public authorities, and representatives of consumers. The aim of this collaborative initiative would be to collectively examine and resolve the multifaceted challenges currently facing the telecommunications sector in Burundi, fostering a more transparent and effective path forward.
Operator and Regulator Responses to Mounting Pressure
Emmanuel Misago, spokesperson for the Agence de régulation et de contrôle des télécommunications (ARCT), acknowledged the severity of the situation, conceding that internet connection quality experiences frequent and disruptive interruptions. He confirmed that instructions were formally issued in January 2025 by the Minister of the Interior to all operators, urging them to significantly improve their services and address the growing public concerns. Mr. Misago identified recurrent power outages as a primary and significant cause of network instability, directly affecting relay antennas and data centers that are heavily reliant on generators for continuous operation. He further elaborated on the operational challenges, mentioning difficulties in securing a consistent and sufficient fuel supply for these critical generators, which directly impacts the functionality of installations and overall network coverage across the country.
Mr. Misago also cited the inherent instability of the electrical supply from REGIDESO, the national electricity utility, as a major contributing factor to the widespread service disruptions experienced by users. Beyond power-related issues, he pointed to bandwidth saturation, particularly in densely populated urban centers, as a key reason for the noticeable internet slowdowns. Additionally, the ARCT spokesperson noted that a considerable amount of aging transmission equipment within the network infrastructure requires urgent replacement to enhance overall network performance and reliability. He also noted a fundamental problem of infrastructure gaps, specifically the absence of antennas in certain parts of the territory, which severely limits network coverage for users in those underserved areas.
The ARCT maintains its role as a vigilant overseer, actively monitoring operator performance and regularly organizing meetings to demand corrections when deficiencies are identified. Mr. Misago emphatically stated that sanctions can and will be applied if operators fail to make the necessary improvements, as stipulated by the terms of reference governing their licenses. The regulatory body actively encourages operators to strengthen their infrastructure by installing more antennas, with a particular focus on expanding coverage in underserved areas to bridge existing gaps. In a forward-looking move, a draft law is currently under consideration to facilitate information and communication technology (ICT) infrastructure sharing among operators. This legislative initiative aims to optimize resource utilization and ultimately improve service delivery efficiency across the entire telecommunications landscape.
Future Infrastructure Improvements and Energy Solutions
A significant project to deploy new antennas, financed by the Fonds d'Accès Universel (PAFEN), is currently underway, representing a concrete step towards addressing the critical coverage gaps prevalent in Burundi. This initiative is designed to expand the reach and enhance the reliability of telecommunications services across the country, particularly in remote or underserved regions. In parallel, recognizing the profound impact of power supply issues, the Agence de régulation et de contrôle des télécommunications (ARCT) plans to conduct a full study specifically focused on the energy supply for mobile telecommunications sites. This key study is intended to identify sustainable and strong solutions for ensuring the continuous operation of these critical sites, especially given the persistent challenges posed by recurrent power outages and the difficulties associated with fuel supply for generators.
These concerted efforts come at a time when major telecommunications providers face intense scrutiny over their service quality and pricing structures. Lumitel and Econet Leo, two of the most prominent operators in Burundi's telecom sector, did not respond to requests for comment regarding the declining service quality and rising tariffs, leaving consumer concerns largely unaddressed by the providers themselves. The planned infrastructure improvements and the dedicated energy supply study represent potential, albeit long-term, steps towards stabilizing and significantly enhancing the country's telecommunications network amidst growing and vocal consumer dissatisfaction. The successful implementation of these initiatives, coupled with regulatory enforcement, will be critical in restoring public trust and ensuring Burundian citizens have access to reliable and affordable telecommunication services.