Trust on the Line: 9mobile subscribers cry foul over poor services, unethical practices

Joy Agwunobi

For millions of Nigerians, mobile internet access is not a luxury but a necessity that bridges the gaps in education, business, and social interactions. However, for 9mobile subscribers, this necessity has become a source of endless frustration, with  a growing number of the telco subscribers raising  their voices against what they describe as unethical practices by the telecom provider.

From automatic data renewals without consent to chronic network outages, the frustrations of subscribers tells a tale of a telecom giant seemingly out of touch with its customers’ needs.

Subscribers have alleged that after paying for data subscriptions, they often cannot access the internet. Some report that expired subscriptions are renewed automatically, further compounding their woes. This recurring issue, paired with the company’s inability to provide reliable services, has left many questioning the ethics and viability of the network provider.

Chidera Igbokwe, a long-time 9mobile user, shared that his experience has been nothing short of frustrating. He  described a series of incidents that left him  questioning the ethics of the service he once trusted.

“They took my money, and if the network cannot deliver the service, it should not take my money. That is deception! ” Igbokwe lamented.  Recounting his ordeal, he stated “Last month, I paid for a monthly subscription, but I couldn’t use it to browse for even one day. It just expired like that. The most painful part is that they automatically renewed it again this month, without my consent. It’s heartbreaking because my money was just wasted like that.”

The challenges  Igbokwe faces go beyond financial losses; they also affect his ability to stay connected and manage essential tasks. He expressed his disappointment with the network’s failure to address these issues or offer any form of compensation.

“What is more painful is that this number is my main line. They don’t even acknowledge the problems. Instead, they have the audacity to send messages saying the subscription will expire soon. How can something expire when they haven’t delivered the service? I  didn’t use it for even one day,” he noted.

“I’ve been using this number for years. It’s not something I can just change easily because so many people already have it. You know how some people won’t even answer calls from unfamiliar numbers. That’s why I’m stuck with it and have to endure their rubbish,” he further  explained.

Due to his  frustrations, Igbokwe has been forced to find alternatives to stay connected. “For a while now, I’ve been able to surf the internet and complete online transactions using an Airtel Mifi. It’s the only way I can get anything done online,” he added.

Another subscriber, Damilola, a school teacher, stated, “For weeks, my phone would not receive any network signal, it just went blank. Since December last year, 9mobile network in my area has been completely down I couldn’t receive calls, send SMS, or access the internet. I now rely on my MTN SIM as a substitute.”

Damilola added that her experiences have pushed her to stop using 9mobile altogether. According to her, “I no longer recharge or do monthly subscriptions with the SIM. One time, I recharged N1,000, but I couldn’t make calls because there was no signal. It was as if I didn’t have any airtime. If the company knows they can no longer render good service, they should just leave the telecom space. Let us know we have only three telecom companies instead of frustrating us.”

The issues extend beyond individual subscribers and into the corporate world. Oluwatobiloba, an employee at an HSC firm, recounted how 9mobile’s poor services disrupted operations at her workplace: “We used 9mobile as our official network, but the frequent outages made it impossible for customers to reach us. We had to switch to MTN to maintain our client base and operate smoothly.”

Uzoma Favour, another subscriber also shared her experience with 9mobile, which she described  as ‘exasperating’.

“Using 9mobile has been a nightmare. Nothing works!” Favour lamented. “I buy recharge cards, but I can’t make or receive calls. I subscribe for data, but I can’t use social media or access the internet. The data just sits there, unused, until it expires. What kind of network operates like that? If they know we won’t get value for our money, why do they let us subscribe or recharge at all? It’s unfair,” she stated.

Favour’s frustrations are not limited to failed connectivity. She recounted how the network’s poor service disrupted her attempts to access essential banking services. “Recently, I tried to set up my mobile banking app. Since the 9mobile number is what I registered with at the bank, they needed to send a one-time password (OTP) to my line before I could proceed,” she explained.

However, the process hit a dead end. “The OTP never came because there was no service on my 9mobile line. I had no choice but to visit the bank to request a change of phone number on my account. I had to update it with my Airtel number just so I could set up my mobile app,” she added.

The struggles of 9mobile are not new. Once a leading telecom brand in Nigeria under the Etisalat banner, the company’s fortunes have dwindled over the years with operational challenges that have left its 3.3 million subscribers questioning its reliability.

The network provider’s persistent outages, often attributed to vandalism, technical failures, and infrastructural shortcomings, have become an almost routine occurrence. These issues, coupled with the company’s inability to adapt to the demands of its subscribers, have cast a shadow over its survival in the highly competitive telecom market.

Subscribers who initially placed their faith in the company’s revival under new management have been left disappointed. Following its acquisition by LH Telecommunication Limited last year, there were high hopes that the new leadership would steer the company towards operational excellence. However, despite assurances of transformation, 9mobile’s struggles remain a stark reality.

Speaking during a recent Zoom call, Obafemi Banigbe, CEO of 9mobile, outlined an ambitious plan to revitalise the telco’s operations. Banigbe disclosed that the company plans to invest $3 billion to overhaul its network infrastructure in a bid to regain its competitive edge and improve customer experience.

“9mobile, originally launched as Etisalat, has faced over a decade of underinvestment,” Banigbe noted. “This chronic neglect has led to significant network degradation, service disruptions, and a steady loss of subscribers.” He noted that the lack of critical infrastructure investment had hampered the company’s ability to deliver quality services and compete effectively in Nigeria’s telecom market.

To address these challenges, Banigbe unveiled a comprehensive four-phase strategy designed to stabilise and transform the company. The roadmap includes: stabilisation, modernisation, transformation, and growth.

The CEO expressed confidence in the company’s ability to bounce back through strategic infrastructure investments and partnerships for resource sharing. “We are committed to resolving the issues that have plagued us for years. By investing in infrastructure and leveraging partnerships, we aim to deliver a superior customer experience that will restore confidence in 9mobile,” Banigbe emphasised.

While these plans hold promise, the road to recovery remains steep. For many subscribers, the company’s ability to deliver on these commitments will determine its future in the market. Until tangible improvements are realised, the frustrations of loyal customers and the skepticism surrounding 9mobile’s operations will persist.