*Several Nigerian telecoms consumers condemn the Mobile Network Operators for relatively poor Quality of Service for data, calls, and SMS having ‘consistently failed to meet their expectations’, urging the Nigerian Communications Commission to revisit its outlined conditions for approving 50 percent tariff increments and sanction any erring Telcos

Gbenga Kayode | 绿帽献妻

Following the Federal Government’s approval of a percent tariff increments for the Mobile Network Operators (MNOs) early 2025, several Nigerian telecoms consumers have condemned the relatively poor Quality of Service (QoS) for data, call, and others in the country’s digital ecosystem.

绿帽献妻 had reported the Nigerian Communications Communication (NCC) Monday, January 20, 2025, had announced it granted approval for tariff adjustment requests by the Mobile Network Operators in response to prevailing market realities in the West African country’s telecoms ecosystem.

The NCC noted that it endorsed the upward tariff adjustments by the MNOs pursuant to its power under Section 108 of the Nigerian Communications Act, 2003 (NCA) to regulate and approve tariff rates and charges by telecommunications operators in the country.

The Commission, in a statement, explained: “These adjustments will remain within the tariff bands stipulated in the 2013 NCC Cost Study, and requests will be reviewed on a case-by-case basis as is the Commission’s standard practice for tariff reviews.

“It will be implemented in strict adherence to the recently issued NCC Guidance on Tariff Simplification, 2024.”

On MNOs鈥� service quality enhanced consumer experience

Previously, Dr. Aminu Maida, Executive Vice-Chairman and Chief Executive Officer (EVC/CEO) of NCC, in a publication February 2024, had said the Commission would hold service providers accountable for poor service delivery in the telecoms space.

Therefore, to make the tariff adjustments a win-win arrangement for Telcos and consumers, the NCC said the approved adjustments were aimed at addressing the significant gap between operational costs and current tariffs while ensuring that the delivery of services to consumers is NOT compromised.

The statement further noted: “These adjustments will support the ability of operators to continue investing in infrastructure and innovation, ultimately benefiting consumers through improved services and connectivity, including better network quality, enhanced customer service, and greater coverage.鈥�

In regard to the concerns of telecoms consumers and the general public, the Commision said: “The NCC has prioritised striking a balance between protecting telecoms consumers and ensuring the sustainability of the industry, including the thousands of indigenous vendors and suppliers who form a critical part of the telecommunications ecosystem.

“The NCC recognises the financial pressures faced by Nigerian households and businesses, and remains deeply empathetic to the impact of tariff adjustments.”

Several telecoms service consumers, contrary to their expectations of much improved QoS after the approved 50 percent tariff increases severally, have slammed the major MNOs, including MTN Nigeria Communication Plc, Globacom Limited, Airtel Nigeria and 9mobile, for comparatively disappointing services across the country in recent weeks.

Telecoms subscribers groan over poor services

Checks across major cities, including Abuja, FCT, and Lagos, where telecoms services, ordinarily, are expected to be above par, also indicated that Nigerians have continued to groan over poor services in the ecosystem.

As a result of frequent network outages, slow Internet speed, and poor customer service in recent times, telecoms consumers feel exploited, having paid high tariffs for services that consistently have failed to meet their expectations.

Among the subscribers鈥� complaints are connection failures, undelivered Short Messaging Service (SMS), poor data service, fluctuating network, data roll over challenges, illegal credit deductions and uncompleted calls.

Unfortunately, the drop in service quality has been attributed to the fact that some of the Mobile Network Operators have failed to meet the industry standards in line with the NCC’s directive on improved services after the approval for 50 percent tariff increments.

A recent report referenced the available industry data that indicated that the telecoms operators fell short of the four major performance indicators, including dropped call rate, call set up rate, stand-alone dedicated control channel congestion rate, and traffic control channel congestion rate.

Expressing concern over the current poor services, several consumers who spoke with this publication at the weekend, in Ikeja, Agege, Ojo, Yaba, Iyana-Ipaja, and Iju-Ishaga areas of Lagos, the commercial nerve centre of Nigeria, roundly slammed all the Telcos over poor services.

Sharing the experience and sentiment of some subscribers of recent, Mr. Godwin Eta, a business man and telecoms consumer simply said: Unlike before, all.the telecoms companies are now same of the same in terms of poor services to Nigerians.”

Pronto in the Federal Capital Territory, as telecoms subscribers urged Mobile Network Operators to improve their services to match the recent tariff hikes.

The concerned subscribers, in separate interviews with the News Agency of Nigeria, urged the Telcos to make amends Monday, April 14, 2025, in Abuja.

According to the consumers, despite the latest increases in subscription rates, mobile networks could remain epileptic and frustrating for several hours.

Mr. Ogah Paul, one of the telecoms subscribers, said he had enough data on his network but could not access the Internet because of epileptic connectivity.

Ogah urged the service providers to fix the problems surrounding the increasingly poor service delivery in the telecoms environment in recent times.

He reportedly stated: 鈥淭he only thing they know is to drain data without any good service delivery.

“I feel like crying because of a problematic network. I have been receiving server error since morning.”

The consumer further noted: 鈥淭o even download and watch a video sent to me takes me almost one whole day.

鈥淚 wonder if members of staff of the service providers are enjoying the service they render to us.

鈥淲e cannot make calls, access the internet or even to receive calls.”

According to Ogah, unfortunately, the service providers put up some of the best adverts about their products and services in the media space but they are unable to deliver what they promise.

‘Networks really bad, we’re tired of this experience’

Mr. Victor James, another telecoms subscriber based in Abuja, said he had enough data but was not able to use it to get real value for his money.

James also asked: 鈥淲hy does their data plan not reflect immediately you buy data? Sometime it takes as much as 24 hours to reflect.

鈥淚 am really tired of this. The network is really bad. I have enough data but I cannot use it the way I want.

鈥淚 hope the issues get resolved as soon as possible so that I can access my data without further delay,鈥� he said.

In her own experience, Ms. Josephine Tanko, however, related she had not problems with her network providers.

Ms. Tanko said: 鈥淚t is fast and reliable. I think it is the network that gives the best internet speed and quality.

鈥淚t will always be my best that is why I will always choose it over any other network.”

The consumer yet urged the MNOs that did not meet their subscribers’ expectations to ensure that they improved on their services, report noted.

Implications of poor connectivity on economy

The relatively poor Internet connectivity amid high data costs, particularly in recent have hampered the growth of e-commerce and the cashless and financial inclusion policy of the Central Bank of Nigeria (CBN), according to report.

The development also has impacted negatively several other critical sectors of the Nigerian economy, including education, media and publishing, health, and financial industry.

In view of the current hitches that have subsisted even with repeated promises to address them by the operators, subscribers have urged the Commission to revisit the outlined conditions for approving the 50 percent tariff hikes for Telcos, and weird the big stick against any found wanting in their regard.

They equally advised the NCC should address some challenges which the telcos have highlighted as militating against improved service quality, especially in the rural areas of the West African country.

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