The Nigerian telecommunications landscape is witnessing a growing controversy surrounding 9mobile, the country’s fourth-largest operator, and its alleged impediment of Mobile Number Portability (MNP). Subscribers attempting to switch networks while retaining their numbers are reportedly encountering roadblocks, leading to accusations that 9mobile is deliberately obstructing the process. This issue has ignited concerns among industry stakeholders, including the National Association of Telecoms Subscribers (NATCOMS), prompting calls for a regulatory investigation by the Nigerian Communications Commission (NCC). The situation unfolds against a backdrop of dwindling subscriber numbers for 9mobile, a stark contrast to its once prominent market position.
The heart of the matter lies in the apparent inability of 9mobile subscribers to successfully port their numbers to other networks. Customer service representatives at competing telecom companies like MTN and Airtel have confirmed an influx of 9mobile customers seeking to migrate due to persistent network problems. The porting process, which typically involves a simple request and verification code exchange, appears to be faltering specifically for 9mobile users. The verification codes reportedly fail to reach the customers, effectively halting the transfer process. This technical glitch, occurring exclusively with 9mobile subscribers, has fueled suspicions of deliberate interference at the backend.
Industry insiders, speaking under the condition of anonymity, have corroborated these suspicions. They allege that 9mobile is actively restricting porting requests, pointing to the fact that while subscribers can easily switch between other networks, porting away from 9mobile has become virtually impossible in recent weeks. This alleged tactic of hindering customer churn comes as 9mobile grapples with a significant decline in its subscriber base, which has stagnated at 3.2 million for three consecutive months—a dramatic fall from its peak of 23.4 million in 2015. The inability to retain customers, coupled with the accusations of blocking MNP, paints a concerning picture of a telecom operator struggling to maintain its market share.
The implications of these allegations are far-reaching. Mobile Number Portability, introduced in 2013, is a crucial consumer protection measure designed to foster competition and empower telecom users. By allowing subscribers to retain their numbers while changing providers, MNP encourages operators to improve service quality and offer competitive pricing. If 9mobile is indeed obstructing this process, it represents a significant breach of regulatory guidelines and undermines the principles of fair competition within the telecom sector. NATCOMS, recognizing the gravity of the situation, has vowed to escalate the issue to the NCC, urging the regulatory body to investigate and ensure the smooth operation of MNP for all subscribers.
Adding to the weight of these allegations is 9mobile’s recent performance and customer service track record. The operator has faced mounting criticism over persistent network outages, unauthorized data renewals, and inadequate customer support. These issues, reported by numerous subscribers, appear to be driving the exodus to rival networks like MTN and Airtel. Instances of widespread service disruptions, including a six-day nationwide outage in July 2024 caused by fibre cuts and infrastructure damage, and another significant disruption in December 2024 due to a data centre fire and further infrastructure issues, have further eroded customer confidence in 9mobile’s network reliability.
The confluence of these factors – the alleged blocking of MNP, the dwindling subscriber base, recurring network outages, and customer service complaints – creates a complex and concerning scenario for 9mobile. While the operator has yet to officially respond to the allegations, the silence from both 9mobile and the NCC only fuels speculation and underscores the need for a transparent and thorough investigation. The future of 9mobile’s competitiveness hinges on addressing these pressing issues and restoring customer trust. The outcome of the NCC’s potential investigation will be pivotal in determining the operator’s ability to navigate these challenges and regain its footing in the Nigerian telecom market.
