9mobile network outage leaves subscribers frustrated amid promises of improvement
Joy Agwunobi
Amid mounting frustrations from subscribers across Nigeria, 9mobile, one of the country’s telecommunications providers, has revealed the causes behind its recent widespread network outages. The company cited a fire incident at its primary data center in Lagos and multiple fibre cuts as the culprits disrupting voice and data services.
The outages have approximately left its 3.6 millions subscribers unable to make calls, access the internet, or perform essential network-dependent tasks, exacerbating an already challenging situation. While telecom operators occasionally face operational challenges, the scale and frequency of 9mobile’s disruptions have drawn criticism from its customers.
Subscribers have voiced their grievances over the recurring issues, which many say began long before the acclaimed fire incident. With reports of vandalism, technical failures, and infrastructural shortcomings compounding the situation, the company’s ability to provide reliable service has come under intense scrutiny.
This development is particularly disappointing for many who had placed high hopes on the company’s revival under new management following its acquisition by LH Telecommunication Limited earlier this year. Despite promises of a turnaround, 9mobile’s struggles persist, highlighting the urgent need for improved service delivery and operational stability.
In a statement recently released, 9mobile expressed regret over the situation, acknowledging the frustrations of its customers and apologising for the inconvenience.
“9mobile sincerely apologises for the recent service outages experienced by our valued customers, which have affected our ability to provide voice, data, and internet services. We deeply regret the inconvenience caused and appreciate your understanding during this challenging time,” the statement read.
While the fire incident was cited as the immediate cause of the latest disruption, 9mobile acknowledged that its network had already been plagued by a series of fibre cuts and vandalism incidents prior to the fire. These issues led to widespread service outages, particularly in Lagos, Abuja, and parts of the South-West.
According to the telco, a fibre cut in Lagos had previously resulted in a nationwide data outage. This was compounded by two vandalism incidents that disrupted services in both Lagos and Abuja, further exacerbating the situation for its subscribers.
Despite the setbacks, 9mobile assured its customers that restoration efforts are ongoing. The company reported that services have been fully restored in some parts of the country, including the North and South-South regions, while work continues to bring other affected areas back online.
“Our technical team has identified the root causes of the outages, including the fire incident at our Main Data Centre in Lagos, which severely impacted services in Lagos and the South-West. We are grateful for the swift intervention of the Lagos State Fire Service, which helped prevent further damage,” the company stated.
The outages highlight 9mobile’s ongoing challenges in retaining customer loyalty amidst intense competition in Nigeria’s telecommunications industry. According to an update by the Nigerian Communications Commission (NCC) as of September, the company’s active user base stands at just 3.6 million, placing it far behind its industry counterparts
The telco further reiterated its commitment to customer satisfaction: “At 9mobile, customer satisfaction is our top priority. We value the trust you place in us and are working tirelessly to restore services nationwide. We hope to resolve these issues as quickly as possible and ensure they do not recur.”
As subscribers await full restoration, the situation serves as a critical test for the company’s new leadership to deliver on its promise of a revitalised and reliable 9mobile network.