Subscribers upbraid Nigeria's telcos


Image: Tony Ojobo. By BiztechAfrica
Tony Ojobo

By Kokumo Goodie, Lagos, Nigeria

Mobile subscribers who attended the first National Telecoms Subscriber Summit organised by the National Association of Telecoms Subscribers (NATCOMS) in Lagos, took service providers to task over low quality of services, an ‘exploitative’ tariff regime, poor service at call centres and fraudulent practices in the lotteries they engage in masquerading as promos.

The subscribers questioned telecoms operators, the regulator and government agencies responsible for the protection of consumer rights in the country on issues bothering on poor service quality, shabby treatments received while engaging customer care lines, and indiscriminate tariff charges across networks.

Subscribers like Ademola Okubule, Susan Johnson, Olawore Samson Olaleye and others who spoke frowned upon the services of network service providers in several areas of their operations, and equally commended some operators in other areas of their operations.

They complained of difficulties encountered whenever they tried reaching out to MTN customer care line, but commended Airtel for the ease of getting through to its customer care line, with just few dials. MTN was commended for its varieties of promos and bonuses, but its policy whereby bonus airtime was restricted to calls on net, was faulted by the subscribers. While Etisalat was commended for its innovative value added services, it received knocks for its inability to spread to remote parts of the country. Globacom was commended for its introduction of per second billing, but was upbraided for disparity in its tariff plans.

In all, consumers blamed operators for poor service quality, which they said, was already affecting them. They called on operators to come up with lasting solution to the continuous drop in service quality across networks.

Responding to consumers’ reactions, the Director, Public Affairs of the Nigerian Communications Commission (NCC), Tony Ojobo, said he was pleased with the various reactions that emanated from the summit, which he said was a testimony to the fact that Nigerians fully know their rights as consumers.

Ojobo, who represented the Executive Vice Chairman of NCC, Dr. Eugene Juwah, called on telecoms service providers to address the issues raised by subscribers.

General Manager, Regulatory Affairs at MTN, Oyeronke Oyetunde said the telco has invested heavily in network expansion adding that the company was still investing in order to provide best service quality to consumers. She explained that MTN had reduced tariffs through its various value added services that are ongoing. Explaining some of the challenges of MTN, Oyetunde said “MTN suffers over 70 fibre cuts every month which affects smooth network operations.”

While dispelling insinuations of rude response by customer care agents, she did not rule out the fact that agents do not pick calls, explaining that some of the calls put to the call centres could be provocative because of their frivolities. She said some people will just call to say “I just want to hear your voice” adding that MTN spends heavily on training customer care agents.

A representative of Airtel, Ademola Folarin, said the operator spends over N400 million on its customer care centres every month, and promised that it would continue to invest in customer care in order to provide the best of service. Globacom and Etisalat pledged to improve on their service offerings to customers.  

Share the News

Get Daily Newsletter

comments powered by Disqus


MTN Business completes Hybrid Cloud offering with Microsoft Azure ExpressRoute

MTN Business has taken another step in moving African enterprises closer to accessing cloud services, with the announcement that it will offer Microsoft Azure ExpressRoute to its clientele. Read More

MTN bags prestigious international award

MTN has joined an elite group of household brands such as Apple and Coca Cola after being voted the Brand of the Year in the telecommunications category at the World Branding Awards in London, United Kingdom. Read More

MTN Uganda slashes call rates

MTN Uganda may have fired the first salvo in a new price war in Uganda’s telecoms sector, with its reduction of calling rates across all networks by over 40 percent.  Read More

Airtel, Liquid Telecom in pan-African fibre deal

Airtel will use Liquid Telecom's terrestrial fibre network to connect its mobile base stations and enterprises. Read More

Smile, Samsung strike VOLTE deal in Nigeria

Smile Communications Nigeria Limited has partnered with Samsung Electronics West Africa to launch the first LTE compliant smartphone in Nigeria.  Read More

MTN group selects Ericsson Order to Cash Suite

MTN has signed a multi-year agreement with Ericsson to implement, support and manage Ericsson's Order to Cash suite. This solution enables MTN to standardize the customer experience of its products and services in all the markets it is operational. Read More

Hajj pilgrims commend MTN’s free incoming calls in Saudi

Pilgrims embarking on the 2015 Hajj have commended MTN Nigeria for offering free incoming calls while roaming in Saudi Arabia. This is in addition to special discounted rates for calls and data services. Read More

Gottfried Odamtten-Sowah appointed Tigo Business Director

To further strengthen its cutting-edge solutions to business customers and empower Small and Medium Enterprises (SMEs) to grow, Tigo Ghana has appointed Gottfried Odamtten-Sowah as the Director of Tigo Business.  Read More

UC drives SME growth: Vodacom

Emeka Mba; Adam Thompson and Wale Odeyemi Vodacom Business Nigeria says unified communications can simplify and enhance communications for small and medium scale enterprises (SMEs).  Read More

Airtel sponsors the Commonwealth Telecommunications Organisation Forum 2015

Bharti Airtel is the gold sponsor of the Commonwealth Telecommunications Organisation (CTO) Forum 2015, taking place next week at the Safari Park Hotel in Nairobi, Kenya. Read More


Sage ERP AfricaSAP AfricaSage Pastel AccountingTrust PayVMWareSamsung ElectronicsMitsumi DistributionPhoenix DistributionMTN BusinessSchneider ElectricMultichoiceMicrosoft 4Afrika


Innovative designer takes e-waste to another levelInnovative designer takes e-waste to another level

Gladys Muyenzelwa is a Gaborone based artist and designer who has an eye for ethnic and contemporary design. But unlike other designers, Muyenzelwa has found a way of using e-waste to make her creations. 


High tech homes: Just press playHigh tech homes: Just press play

High tech, digital homes where everything is automated and connected aren’t the stuff of science fiction any longer, says BNC Technology.


Luba Freeport streamlines its sea of paper with Sage X3

Luba Freeport has implemented the Finance and Distribution modules of the Sage X3 business management solution to automate its business processes across finance and operations.