Telecom service quality in Nigeria has significantly deteriorated, sparking frustration among customers. Subscribers, including small business owners and everyday users, have shared stories of failed communication and network disruptions. For instance, a small business owner, Mrs. Adejoke Arowosegbe, experienced a delay in confirming a transaction due to network issues, leading to a dispute with a customer. Similarly, Joy Oni’s efforts to communicate with her family during travel were thwarted by network failure, causing emotional distress. These incidents reflect a broader issue that has been affecting telecom users across the country.
The decline in service quality comes shortly after the Nigerian Communications Commission (NCC) approved a 50% tariff hike, following demands from mobile network operators (MNOs). The MNOs had initially sought a 100% increase, but the 50% adjustment was granted in early February. However, many customers claim that this hike has not been accompanied by any noticeable improvements in service, leading to widespread dissatisfaction. Consumer rights activists and associations, like the Association of Cable TV, Telephone, and Internet Subscribers of Nigeria (ATCIS-Nigeria), have reported a surge in complaints about network issues.
Despite these challenges, telecom companies such as MTN Nigeria have pledged to expedite improvements in customer service. MTN’s Chief Corporate Services Officer, Tobe Okigbo, emphasized the need to address service quality swiftly, acknowledging that without satisfied customers, telecom companies would not remain viable. However, efforts to obtain a response from the NCC on the issue have been unsuccessful, and the regulator’s lack of communication has further fueled customer dissatisfaction.
In response to the ongoing concerns, the NCC has expressed dissatisfaction with the current state of telecom services and has warned operators about potential sanctions if they fail to improve service quality. The NCC has also mandated transparency in the tariff adjustment process and requires telecom operators to report quarterly on their network performance. The commission is encouraging consumer education campaigns to help subscribers better understand new pricing structures and make informed decisions regarding their telecom services.
Source: the nation