QoE: Telecoms regulator says 19,321 dissatisfied subscribers switched networks in 7 months

*The Nigerian Communications Commission’s data on mobile number portability service for GSM subscribers indicates service disruptions and other factors resulting in poor Quality of Experience influenced 19,321 telecoms consumers to switch Mobile Network Operators between  January and July 2023

Gbenga Kayode | ConsumerConnect

The Nigerian Communications Commission’s (NCC) porting data has indicated that service disruptions and other critical factors influenced 19,321 telecoms consumers to switch Mobile Network Operators (MNOs) in the first seven months of 2023.

ConsumerConnect reports the latest data from the telecoms sector regulator indicated the figure was 11.99 percent increase over 17,251 displeased subscribers recorded in the corresponding period 2022 in regard to their Quality of Experience (QoE) in the country’s ecosystem.

Leading Mobile Network Operators in Nigeria 

According to the regulator, the affected subscribers changed their network providers due to poor service quality offerings by their original service providers in the West African country.

In the period under review from January to July this year, the NCC data showed 9mobile (13,067) lost the most mobile subscriptions in the period; Airtel lost 2,607 subscriptions, Glo lost 2,342 while MTN lost 1,305.

How NCC introduced mobile number portability service initiative in Nigeria

In terms of the telecoms consumers’ QoE and value for money, the Commission has stressed the Mobile Number Portability (MNP) service initiative introduced and launched nationwide April 2013 allows subscribers to change their mobile network providers while retaining their numbers.

It is recalled at the launch of the initiative a decade ago, the Commission had stated: “In furtherance of its efforts to promote competition, improve quality of service and ensure that consumers continue to enjoy a good experience on the mobile networks, the NCC launched mobile number portability service for GSM subscribers in April 2013.

“The MNP enables consumers to switch networks without losing their cellular phone numbers.”

The regulator at the time explained that porting could not be done via telephone calls, text messages, online or other electronic means. Deferred or delayed porting is not permitted, it stated.

According to NCC, a subscriber is eligible to port his/her mobile number, such subscriber is expected to visit the nearest office/shop of the Recipient Operator (the network he/she intends to port to), complete a Porting Request Form and send a corresponding Port Request SMS using the number he/she intends to port.

Industry analysts also opined that subscribers usually, move to other networks because of poor service quality offerings by their original service providers.

Demand for uninterrupted, cheap data offerings, connectivity driving porting: Ogunbanjo

Concerned about increasingly poor telecoms service quality in recent times, the House of Representatives had invited and engaged regulators and operators.

Chief Adeolu Ogunbanjo, President of the National Association of Telecoms Subscribers (NATS) reportedly noted while service disruptions used to drive the demand for porting services in the past, the demand for uninterrupted, cheap data is now influencing porting activities in the telecoms ecosystem.

Ogunbanjo told The Punch: “Recently, more people are switching because of their need for cheaper data.

“So, it depends on who offers seamless data offerings, connectivity to the Internet.”

He, however, said that such consumers “are not leaving their numbers behind in search of better Internet offerings, and port to other network providers.

“The search for cheaper data is driving the demand for this service today.”

NATS President urged MNOs and other stakeholders to address the need for more network expansion in the space “to ensure improved service offerings” in the Nigerian telecoms space.

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