Customer Complaints Pile Up as 9mobile Faces Backlash Over Poor Connectivity

• Network Outages Persist: 9mobile subscribers report weeks of service disruptions, affecting calls, data, and porting services.
• Customer Frustration Grows: Users take to social media to demand regulatory intervention and compensation for the prolonged downtime.
• Company’s Response: 9mobile assures customers that a major infrastructure upgrade is underway, promising service improvements within two months.

Customers of telecoms provider 9mobile have expressed frustration over the persistent decline in service quality across Nigeria.

Beyond frequent network disruptions, subscribers took to social media to voice their anger, particularly over their inability to port out of the network.

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Even more concerning, according to affected users, is the poor state of the company’s customer service.

For about five weeks, subscribers have urged the telecoms regulator to intervene, with some demanding compensation for the inconvenience caused.

A senior executive of 9mobile, speaking at a recent telecoms conference in Lagos, assured The Guardian that the company is actively working to improve its services.

The executive acknowledged the challenges but emphasized that 9mobile remains committed to revamping its operations.

He revealed that the company, which once boasted 20 million subscribers and a 15% market share five years ago, is now struggling to retain 3.3 million users, representing just 1.94% of the market as of January 2025.

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On social media platform X, frustrated users shared their experiences:

• @suleman_Tanimu wrote: “9mobile needs to fix its porting service. I’ve been trying to switch to MTN for three weeks, but 9mobile’s system won’t allow it.”
• @Ifoye tagged the Nigerian Communications Commission (NCC), saying: “9mobile has been down in Ibadan for over two weeks. People with bank accounts, businesses, and prepaid services are affected. Please intervene.”
• @DforDust complained: “9mobile has been offline for a month with no explanation. Many businesses are suffering, and there’s no regulatory pressure on them.”

Responding to the backlash, the senior executive urged customers to remain patient. He explained that 9mobile is undertaking a major infrastructure upgrade nationwide and promised that services will improve within the next two months.

 

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