Network failure, customers’ frustration puts 9mobile’s new leadership to test

Joy Agwunobi

9mobile’s leadership overhaul after LH Telecom’s acquisition, initially hailed as a promising milestone in the telco’s transformation roadmap, has been marred by a turbulent backlash from its disgruntled customers.  This is as a string of network outages and disruptions left customers fuming, while taking to the company’s social media pages to express their exasperation over recurring connectivity issues. 

Days of network outages and disruptions had pushed subscribers to the brink, with many taking to the company’s social media pages to express their mounting frustration over its failure to ensure reliable connectivity. 

The issue, which began on Friday (July 26) and escalated to a total outage early Monday morning (July 29), left subscribers unable to use voice, text, or internet services on their devices.

The 9mobile X page was brimming with an avalanche of grievances from subscribers scattered across various states, highlighting widespread dissatisfaction. 

Counsellor Aduragbemi (@Kingdjuri) lamented, “You people even have time to play while your customers have loads of complaints. Your service is poor ooo. Shaa, please give us network… it’s a pleasure.”

Another user, @ariochiekeke, expressed frustration over the lack of proper network coverage in Port Harcourt, stating, “It’s totally disgraceful that your company cannot provide proper network coverage in a large city such as Port Harcourt. For the past 5 days, I have had no network where I live at Rumuokoro/Airport Road, and this is my main line. I will tag the consumer agency.”

Subscribers also criticised 9mobile for its nonchalant attitude and failure to issue an official statement regarding the outage. @grandpatronG voiced his frustration, saying, “I’m in Oroazi and I haven’t seen any network since Friday. My over 12GB data is just wasting away. And you won’t see them make a statement oh. Very useless network. I’ll just make my research on how porting works as I can’t dump them totally as it’s been my major line.”

 Another user commented, “Please, your network has been unavailable on my phone since the early hours of this morning. Make e no be say Una don block am o, cause I have already linked my line since April of this year.”

The prolonged service disruption and lack of communication from 9mobile have not only frustrated users but also impacted businesses that rely on the network for internet access and online transactions. Initially, some subscribers feared the disruption might be related to the recent NIN-SIM blockages implemented by telecom operators following government directives. 

Following a directive from the Nigerian Communications Commission (NCC) to telecom operators to restore service, 9mobile subscribers reported a return to service, though the underlying reasons for the outages remained shrouded in mystery.

Despite the relief of reconnection, subscribers were left grappling with unanswered questions and lingering doubts as to whether the disruptions were the result of regulatory actions or another operational failing, all the while awaiting an official statement from 9mobile.

Amidst the unfolding drama of disrupted service, the timing of the outage raised questions of whether it was perhaps symptomatic of larger issues brought on by 9mobile’s recent acquisition by LH Telecommunication Limited.

As the telco navigates a period of transition with new leadership at the helm, following regulatory approvals from the NCC and the Federal Competition and Consumer Protection Commission, the speculation that the outage could be linked to this process added another layer of complexity to an already confusing situation.

9mobile, formerly known as Etisalat Nigeria, has faced numerous  challenges in the Nigerian telecom market. Once a leading player, the company has been struggling with customer attrition and intense competition. The recent acquisition by LH Telecommunication Limited is seen as a move to stabilise and revitalise the company.

Meanwhile, the NCC  report in its Q1 2024 shows a growing dissatisfaction among 9mobile’s customers, who are seeking better network services elsewhere.

According to the report, 9mobile experienced a substantial loss of subscribers between January and March 2024. The company saw 6,443 subscribers port out of its network during this period, accounting for 72 per cent of total porting activity in the quarter. In comparison, other operators experienced lower porting losses: MTN lost 473 customers, Airtel recorded 950, and Globacom had 1,143.

The new leadership under LH Telecommunication Limited is anticipated to bring about numerous changes to 9mobile’s operations. This includes potential upgrades to infrastructure, improved customer service, and better overall network performance. The company’s ability to adapt and innovate in response to market demands will be crucial in determining its future success.

As the company works to regain its footing in Nigeria’s competitive telecom sector, all eyes are on how the new leadership and investment will reshape its fortunes and market presence and offer the potential for renewed growth and stability.