Wednesday, 19 June 2013
Who’s Exploiting Nigerian Mobile Phone Users? By Okey Ndibe
Okey Ndibe
Columnist:
Okey Ndibe One of the biggest revelations of my recent brief visit to Nigeria was to discover the shabby, deteriorating state of mobile telephony in Nigeria. In a word, service providers are serving Nigerian mobile phone users a raw deal. And the hapless phone owners can’t count on any government agency or official to look out for them.
The mobile telephone crisis is across the board – and it’s become nothing short of a scandal. Nigeria has three major mobile telephone networks – MTN, Glo and Airtel. I don’t believe any of them boasts satisfactory service delivery. Many Nigerians maintain three or more phones, one from each of the major providers. Yet, the problem persists.
In fact, my friends, relatives and acquaintances who use one of the three providers or another voiced the same complaints. They said circuits are so often jammed that they are unable to reach the person they need to speak to. When contact is made, the calls are plagued by frequent, irritating disconnections. Often, one or both parties are unable to hear the conversation.
I didn’t just get an earful about these problems, I also experienced them. On one occasion, I was at the domestic airport in Lagos waiting to board a flight for Calabar. I desperately needed to speak to a cousin of mine who was supposed to meet me before my departure. We had spoken earlier that day. Yet, when I made more than ten attempts to reach him from the airport, I kept getting the message that his number did not exist! Later, he informed me that he had similarly tried to reach my number, but got nowhere.
The day of my departure back to the US, I rang the number of a friend. He and I were within the vicinity of the airport, but my calls didn’t go through. This time, I repeatedly got the message that his phone was not available. Yet, when we finally ran into each other, he confirmed that his phone was always on. And that he wasn’t on a different call, either.
In between these two experiences, I made or received numerous calls where I could not hear the person on the other line – or the person couldn’t hear me. A few times, the phone made a whirring sound that impeded hearing by both caller and called.
And here’s what rubs high doses of salt on the injury of “dropped” or inaudible calls: the telephone companies still make you pay for it. That’s right. Each time I made an uncompleted call, I immediately got text information on how much I was charged. It was a case of heads you lose, tails you lose. If the phone providers can’t do their jobs, they still make their customer pay! Perhaps, this factor is a major reason the three main operators cart away ever burgeoning levels of profit.
It’s one of those painful paradoxes that make you want to shout: Only in Nigeria!
The main reason people invest in telephones is for ease of communication. And the kind of instantaneous communication afforded by mobile phones has become an integral part of any modern society. Businesses depend on mobile phones to negotiate all kinds of deals. Individuals use them to transmit all manner of information, from the critical to the ordinary. If a child takes ill in school, a teacher would want to get through to the kid’s parents immediately. If there’s a serious accident, witnesses would need to alert the police or a hospital. If a spouse’s flight is delayed, she or he would be anxious to convey that information to the other spouse. Sometimes, there’s just that itch to reach a friend or a relative: to relish the joy of hearing their voice, knowing they are doing well.
Don’t Nigerian telephone users deserve the same kind of efficiency that their counterparts elsewhere take for granted? It’s bad enough that Nigeria became a late entrant and bloomer in the mobile telephone sector, trailing such neighboring countries as Ghana and Cameroon. Why should such a relatively young industry develop geriatric symptoms so early in its life? What accounts for the shambolic service being offered Nigerian users?
One constant explanation offered by “learned” customers was that the number of cell phone subscribers in Nigeria had far outstripped the infrastructure installed by the operators. My follow-up was then: Why has the government failed to compel these companies to plow some of their stupendous earnings into infrastructural development? Again, those who “know” conjectured that the companies were in no haste to invest in infrastructure. And I heard that too many Nigerian government officials were too compromised to force the issue.
I remarked to one friend – a lawyer – that, if members of the National Assembly took their overseeing tasks seriously, they would long have held hearings to, one, figure out the roots of the woes in the mobile telecom sector and, two, passed legislation to better protect Nigerian consumers from the shenanigans of any inefficient, profit-guzzling providers. Amused, this friend suggested that many of the legislators and other government officials who are supposed to regulate the telecom sector enjoy gifts of free phones with unlimited calls from some of the companies. “How do you legislate on or regulate an entity that owns you?” he deadpanned.
The brazenness of his claim – and the possibility that his conjecture was founded – left me stunned. Is it true, indeed, that many Nigerian law makers, including the highest ranking, receive corrupting telephonic gifts from mobile phone operators? If that’s the case, then why is nobody – neither government officials nor groups of concerned citizens – demanding the prosecution of those who offer such illicit benefits as well as the unscrupulous officials who accept them? Why is nobody demanding that ethical standards be established to cover business transactions, and specifically the relation between businesses and their official regulators? Why does the government look the other way as Nigerian consumers are forced to accept substandard service – and perhaps blatantly exploited?
One is hardly surprised that the government has been indifferent to the frustrations of Nigerian phone users. In fact, indifference is the most benign way Nigerian governments respond to the discomforts or plights of Nigerians. Perhaps, then, it’s up to consumers to remedy their situation. How about a group of mobile phone users going to court to demand a finding that they should not be made to pay for calls and other services that are not provided? Enlightened citizens might as well take up the fight, since the government shows no inclination to rise to the occasion.
Please follow me on twitter @okeyndibe
(okeyndibe@gmail.com)
Comments
17 comment(s)
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re:
Submitted by Kate (not verified) on March 8, 2013 - 04:15.
How to practice cell phone etiquette. Click www.n8fan.net for more information.
Kate
www.n8fan.net
Blame it on...........
Submitted by kamararasky (not verified) on February 14, 2013 - 23:11.
Ndibe blame it on the consumer watch dog agency,who allows all the phone companies to be explioting the poor masses.In Nigeria over there telephone card runs so fast like programmed supersonic train from Tokyo to Osaka.You can imagine, a country where average masses leaves less than two dollars per a day and the government can not do anything about it. In other parts of Africa countries their telephone costs are relatively cheaper than that of Nigeria rent.Week days from 4pm o'clock is free call and weekends telephone companies charge lesser rent. Ndibe thanks for sharing this views because I had similar experience last December, I was In nigeria.I so therefore,urges the consumer watch dog to step in because this is ridiculous.
Ever-present "network" problem
Submitted by Stan Okey Odume (not verified) on February 14, 2013 - 22:07.
Some of us need an education on the so-called "network" problem most often blamed for the connectivity headache associated with cell phone use in Nigeria. What's that all about? Some of us have traveled quite a bit around the globe and rarely hear people in other climes cite constant "network" phone issues.
Sub-par phone equipment in use by the service providers is probably the reason why calling cell phones in Nigeria or to them from outside the country is a profoundly frustrating undertaking.
New Sms Charges
Submitted by Igbiki (not verified) on February 14, 2013 - 14:35.
Although I totally agree with you on the issues you raised, the gov should be praised for their new sms regime.
There are still works to be done, like when you call a number and its not available, try from another network and you are sure gonna get through or calling Nigeria from overseas and the called is not available. You dont get charged. But vice versa, you get charged.
Telecom Fraud
Submitted by Patrick Audu (not verified) on February 14, 2013 - 10:13.
My disappointing experiencies are numerous but the latest comes from Airtel. After subscribing for a data bundle on the 25th of Jan, N1,000 was deducted from my balance but on checking my data balance, I was told I hadn't subscribed for any data service.
On reaching their office the second time, after about two weeks, they promised again to resolve the problem. However, all I got was the following message "Dear customer your issue with ticket ID ANG201302051212420 has been successfully resolved. If satisfied please text YES or NO".
Obviously, I answered NO. But till today I have recived two calls from their agents, but no data or refund. Personally, I'm done with Airtel. But the question remains, which of them (mtn, glo) is any better?
It Happened To Me ...
Submitted by cobos on February 13, 2013 - 12:38.
I just arrived back from Nigeria yesterday 12/02/2013 and I had been ripped off of #4489.35 Naira by AIRTEL. I recharged my phone on 31/01/2013 with 4,500 naira made a few calls before going to bed with a checked balance of 3989.35 naira only to wakeup with a 0.00 naira balance; everything gone in a lump deduction. I went to AIRTEL office, they checked their system and the money is still reflecting but no explanation why I cannot use it on my phone. I was told by the CS officer to recharge again which I did right there in their office (500 naira) but everything just gone without making a call. Even the CS officer had no explanation.
To shorten the story, I had to return to UK with AIRTEL still withholding my 4489.35 naira (3989.35 + 500). NO BODY TO COMPLAIN TO !! It's a rip-off society, indeed.
Currently, Glo is messing me
Submitted by Ayo (not verified) on February 13, 2013 - 05:49.
Currently, Glo is messing me up. My blackberry subscription finished last sunday and i could nt subscribed that same day because i was cash trapped. On monday morning i squeezed out N1,500 for Comonth package but till today wednesday my service has not being connected and the money has been deducted. I have been to the Glo service center in the state 3 times, i have called 333, 121 to no avail. Imagine 3 days gone out of 30 days and on the 30th day you are cut off immediately. I wish i can press charges?
@ frankwilliamd
Submitted by Anonymous (not verified) on February 13, 2013 - 02:22.
i want to believe you are normal. everything you say sounds like you are plain stupid. you are sick and your people may not be aware of your mental state. why not try a psychiatric.
@ frankwilliams
Submitted by Anonymous (not verified) on February 12, 2013 - 20:12.
frankwilliams, you sound so stupid and retarded. I have been following your comments on SH. You sound like somebody who is a social misfit. You always see good on things that other people find troubling, and you see bad in things that people find good. Read the comments made by others on this topic and read ur own comment. Your stupidity is not only with Okey, you do it to any topic by any body be it good or bad. You comment always sound retarded and idiotic.
What you just said is true.I
Submitted by GENTY (not verified) on February 12, 2013 - 13:23.
What you just said is true.I had an experience with Glo during my trip to Nigeria recently,precisely 26th Jan 2013.
I had a balance of over 5k on my phone the night before going to bed,woke up in the morning and made two calls and then came the msg saying i had 1k plus left as balance.It was a rude shock and tried severally to call customer service(121)but keep getting a stupid response from them saying they couldn't access my line.
I was later told to call back 10pm that night(27th),i did call back and to my surprise,i was told i used internet on my phone which was impossible.I demanded to know what time it was and the operator told me it was between 4.05am and 4.57am.How could 4000 naira disappear within 40mins?
Customer service and rights in naija is zero...
Submitted by Oleku (not verified) on February 12, 2013 - 12:02.
The network in naija is really bad sorry to say. I have been having terrible experiences trying to reach naija sometimes. It ranges from network fluctuating, number doesn't exist and most times you get to hear what you said back without hearing that of the person being called. It gets frustrating most times that I will be switching to different lines; t-mobile, O2, lycamobile etc to same experience. No value for me. Okey is spot on in this one and something just have to be done.
There's no customer service in naija. No law protecting the customers not only mobile subscibers but every other working institution. It's only in naija that you see someone answering personal calls while on duty. They go as far as sending blackberry pings while there's queue waiting to be attended to. The ladies do their make-ups and don't care about the waiting customers. Everyone is so reluctant to do their jobs. What a country!
Exploitation galore of mobile phone users
Submitted by Bisi (not verified) on February 12, 2013 - 09:48.
You are on point. Airtel Nigeria deducted my N1000 meant for data bundle and for more than a week now, I have not been refunded either the money or data. After repeated calls and tweets, they keep apologising and at the same time taking every Naira I load on my phone to make voice calls.
We have nobody to fight our cause as the lawmakers seems to be enjoying some sort of thing from these mobile phone operators.
If you have any idea about
Submitted by Anonymous (not verified) on February 12, 2013 - 09:02.
If you have any idea about what these operators go through then you"ll realize they are doing the best they could considering the circumstances..AM not defending them here but the point is.. networks cannot function properly when there is no power..as well as security..These are very fundamental!!
Trunk Lines and fiber connections are every now and then looted by vandals with the Nigerian Police helpless and clueless!! what do you think will happen when a road network breaks down completely?? The journey ends!!! This is same with bad Telco service you have here..Just a few of the challenges the operators face!
Okey, Your observation is
Submitted by Anonymous (not verified) on February 12, 2013 - 08:52.
Okey, Your observation is correct....However you do not expect the same kind of quality services you have abroad here...the reason is simple..There is no power in Nigeria, these operators run 24hrs Generators on each of their cell sites...because of lack of security, the diesel and the Gen itself are often stolen..now when this happens the site goes down and bad service ensues!! This happens every almost every minute.
Accessibility is a problem as well..more often than not, their personnel who come to fix problems are often denied access to the sites by area boys or the community because of unrealistic demands..Its crazy!! this only happens here...!! The Govt cannot help cos they created the problems!!!
NCC is Compromised....
Submitted by LukAntong (not verified) on February 12, 2013 - 08:18.
The Nigeria Communication Commission, NCC, the body statutorily saddled with the responsibilities of regulating and protecting phone users are, themselves, so compromised they barely ever raise their feeble voice to call operators to order.
The last time attempt was made to compel telecom operators to pay, it was the NCC who demanded to be paid for poor services rendered to consumers. Recently, the NCC was enmeshed in all sorts of scandal that borders on illegal frequency allocation.
Most times at the NNC 'Consumer Parliament', a forum designed to allow consumers voice their grievances, it is the operators who take the center stage and arrogantly tell Nigerians why poor services are inevitable and why it won't change soon, until certain conditions are met. It is bad, it is pathetic.
Oftentimes one rarely ever connect for data services. Recently, i was forced to buy all the modems, yet no improvement. It's really frustrating and something needs to be done, and urgently too.
Liar
Submitted by frankwilliams (not verified) on February 12, 2013 - 07:47.
That is why no one takes you Okey serious anymore because you don’t see things if your friends are there. Ndoka was there in NCC who mismanaged his positions so also the last minister for power.
We Nigerians are still waiting your article on Orji Kanu and his mother.
NONSENSE
Who's exploiting Nigerian phone users?
Submitted by Anonymous (not verified) on February 12, 2013 - 06:13.
Ndibe i couldn't agree more. I have always made time to read your write ups. Like other Nigerians i am a victim of all you stated.
Once upon a time there was a forum organised by the regulatory body NCC where consummers express their concerns about the poor services rendered by these service providers.
Attepmts were made to offer explanations with promises to improve on their services. I am not sure if any compensations were ever paid. NCC even threaten to sanction these companies, i am not sure that ever happened nor what became of the forum.
As to the role of the legislators may God deliver us from them.
