By Chinenye Anuforo [email protected]
Telecom subscribers in Nigeria are increasingly voicing their dissatisfaction over declining service quality, frequent demands for SIM card re-registration and rapid data depletion. The frustrations stem from issues such as poor network coverage, frequent dropped calls, sluggish internet speeds, unsolicited services, and unexpectedly diminishing data balances.
The requirement for repeated SIM card registrations, mandated by the Nigerian Communications Commission (NCC), has been particularly vexing. Subscribers lament the time-consuming process, which often necessitates physical verification at network providers’ offices. This procedure has led to long queues, considerable frustration, and significant disruptions to daily routines, as reported by a Daily Sun investigation.
Beyond the registration ordeal, consumers are grappling with the persistent issue of poor network quality and the rapid depletion of data. Many complain of frequent call drops, slow internet speeds, poor data coverage, especially in rural areas, and data allowances that seem to vanish inexplicably. “This has significantly impacted businesses and individuals reliant on reliable telecommunication services”, Tochukwu Amadi, a subscriber of 9Mobile told Daily Sun on visit to one the customer service centre in Abule-Ado, Satellite Town, Lagos.
Telecom operators have attributed the challenges to infrastructural constraints, vandalism, and the increasing number of subscribers. However, consumers remain skeptical, arguing that the operators are more concerned about profit maximization than service delivery.
As the situation worsens, there are growing calls for stricter regulations to hold telecom operators accountable for their service delivery. Consumers are demanding improved network quality, transparent billing, efficient customer service, and a halt to the rapid depletion of data allowances.
In response to the mounting public outcry, the Nigerian Communications Commission (NCC) has intensified efforts to improve the quality of service (QoS) provided by telecom operators. The commission has set a target of 50% improvement in QoS by the end of 2024. To achieve this, the NCC is implementing stricter monitoring and enforcement measures, as well as working with operators to address network congestion and expand coverage.
The NCC has also acknowledged the issue of data depletion and has directed telecom operators to provide clear explanations for data usage.
“The commission is working to ensure that consumers are not shortchanged on their data allowances”, the NCC boss Aminu Maida has stated.
Despite these efforts, the NCC has also acknowledged the challenges faced by consumers and has encouraged them to lodge complaints through its official channels. The commission has assured the public of its commitment to protecting the rights of consumers and ensuring that telecom operators deliver quality services.
Industry experts have weighed in on the issue, expressing concerns about the negative impact of poor service on the economy and social development. “The telecommunications sector is a critical enabler for economic growth and social inclusion,” said Dr. Adewale Adeoye, a telecoms consultant. “The persistent challenges faced by consumers are hindering the sector’s potential and impacting the overall development of the country.”
Another expert, Mr. Jide Awe of Jidaw Systems Limited emphasized the need for increased investment in infrastructure. “To improve service quality, telecom operators must invest heavily in network expansion and modernization,” he said. “This will require substantial financial resources, but it is essential for the long-term growth of the sector.”
Professor Ali Bongo, a renowned economist, added that the poor state of the telecom sector is affecting productivity and innovation. “Businesses and individuals rely heavily on reliable telecommunication services for their operations,” he said.
A consumer rights advocate, Sina Bilesanmi called gor stronger consumer protection laws. “Telecom consumers are at the mercy of the operators,” he said. “We need stricter regulations to protect our rights and ensure that operators are held accountable for their actions.”