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 Africa announces leadership changes in DRC, Niger

Bharti Airtel has announced the appointment of three key business leaders in the Democratic Republic of Congo (DRC) and Niger. Read More

BTCL shares to be floated in November

The Botswana Telecommunications Corporation Limited (BTCL) Initial Public Offering, which has been in the pipeline for some time, has reached an advanced stage, says the government. Read More

Outsourcing of telecoms towers management a win-win situation - analysts

The sale of tower assets by African telecoms operators to independent management firms is a win-win situation, according to analysts, with operators benefitting from reduced costs and the buyers obtaining potentially valuable long-term assets.  Read More

Smartphones fail to break into DRC market

Despite harvesting an unprecedented success in other parts of the African continent, smartphones have failed to make any significant impact in the Democratic Republic of Congo (DRC). Read More

Zamtel, NEC in microwave transmission project

Dr Nobuhiro Endo, President at NEC Corporation, and Dr Mupanga Mwanakatwe, CEO  of Zamtel Zamtel and NEC Corporation have agreed to build a new digital microwave radio transmission network to boost mobile coverage and capacity across Zambia. Read More

Nokia, oRn partner for Rwanda’s first commercial LTE network

olleh Rwanda Networks (oRn), a joint venture between the Rwandan government and KT Corporation, has chosen Nokia Networks to provide network and managed services for the country’s first commercial LTE network. Read More

Murielle Lorilloux is Vodacom Congo new MD

Murielle Lorilloux, a French citizen and former Orascom Algeria marketing director, has been appointed as the new managing-director (MD) of Vodacom Congo. Read More

Africell DRC’s star performance makes headlines

Africell is the darling of the media in DRC on the back of winning five million subscribers in under two years. Read More

Kinshasa is DRC’s mobile epicentre: report

A recent report published by market research company Target has revealed that Kinshasa, the buoyant capital of the Democratic Republic of Congo (DRC) is the mobile epicentre – the country’s biggest market – where all cellphone companies concentrate their efforts to get their business going and win many customers. Read More

NCR urges Blu, Goldkey telecom to roll out before deadline

The Network of Communication Reporters has urged two Broadband Wireless Access licensed companies, Blu and Goldkey Telecommunications to roll out before their 18 month deadline, which ends in November 2014.  Read More

PRESS OFFICES

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

FEATURED STORY

MFarmer SMS redefines market access for Ugandan farmersMFarmer SMS redefines market access for Ugandan farmers

Ugandan smallholder farmers are benefitting from an ambitious innovative ICT mobile phone initiative that offers weather reports and up-to-date market information about changes in prices for agricultural commodities, thus granting them lucrative returns from their farming ventures. 

IN DEPTH

NIG President speaks his mindNIG President speaks his mind

Bayo Banjo, CEO, Disc Communications and President, Nigeria Internet Group (NIG) says the proposed licensing of infrastructure companies by the Nigeria Communications Commission (NCC) will breed corruption and entrench monopolistic practices. Kokumo Goodie reports.

COMPANY NEWS

SAP innovation transforms how Governments conduct business

SAP Africa kicked off its public sector innovation roadshow in Johannesburg, to highlight how the SAP innovation solutions portfolio including, cloud and big data, supports all levels ...

VMware announces general availability of new solutions for building, managing and protecting softwar

VMware has announced the general availability of VMware NSX 6.1, VMware vCenter Site Recovery Manager 5.8, VMware vCloud Suite 5.8, VMware vRealize Operations Insight, VMware vRealize Suite ...