Subscribers upbraid Nigeria's telcos

TELECOMS

|
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

MORE TELECOMS NEWS

Airtel Kenya formally introduces the new Chairman of the Board

Airtel has formally introduced the new Chairman of the Board to management and staff of Airtel Kenya.  Read More

Vodacom Business Nigeria expands to Ibadan, Kano

Vodacom Business Nigeria has announced the opening of new offices in Ibadan and Kano as part of the company's expansion plans.  Read More

Glo gets govt recognition for investment, job creation

Nigeria’s national operator, Globacom has been listed as one of the top One Hundred Firms in Nigeria for the 2014 fiscal year. Read More

Airtel Rwanda partners with TechWomen on mentorship

Airtel Rwanda has kicked off a two-week mentorship programme in partnership with TechWomen Rwanda, an organisation that aims to encourage more women in Rwanda to take on careers in the fields of Science, Technology Engineering and Mathematics. Read More

Orange Business Services appoints new Vice President, Africa

Orange Business Services, the Orange branch dedicated to B2B services, has announced the appointment of Giorgio Heiman as Vice President of Africa, effective this month.  Read More

Kenya govt gives go-ahead for security network

The Government of Kenya has signed a landmark agreement with Safaricom for the roll out of a first-of-its-kind National Surveillance, Communication and Control System. Read More

Econet-Ericsson in new network deal

Ericsson has announced that it has been selected as the sole supplier by Zimbabwe's largest provider of telecommunications services, Econet Wireless Zimbabwe, for the company’s Core network upgrade programme. Read More

TNM courts trouble with investment prospects in ISP

TNM, one of Malawi's two mobile telecommunication services providers, has courted trouble with its announcement of plans to invest in the provision of ‘generic’ Internet Service Provider (ISP) operations. Read More

Tigo deploys overhead fibre in Ghana

Obafemi Banigbe Tigo Ghana has embarked on an overhead fibre project in some parts of the country in a bid to reduce damage to its cables. Read More

Bharti Airtel appoints Dr. Titus Naikuni as Chairman, Airtel Kenya

Bharti Airtel has announced the appointment of Dr. Titus Naikuni as the Chairman of the Board of Directors of Airtel Kenya. Read More

PRESS OFFICES

Sage ERP AfricaSAP AfricaSage Pastel AccountingTrust PayVMWareSamsung ElectronicsMitsumi DistributionPhoenix DistributionSage HR AfricaMTN BusinessSchneider ElectricMultichoice

FEATURED STORY

GSMA: half a billion mobile subscribers in SSA by 2020GSMA: half a billion mobile subscribers in SSA by 2020

The number of unique mobile subscribers in Sub-Saharan Africa will pass the half billion mark in 2020, says a new GSMA report.

IN DEPTH

Africa lags on digital migration Africa lags on digital migration

Only three African countries have so far completed the digital migration process, and serious issues are hampering the migration in other nations.  

COMPANY NEWS

Leading through volatility in Africa

For the businesses that are prepared to face the storm and manage the volatility afflicting the continent, there are still huge rewards to be had from doing business ...