Telecom
NCC Explains Reasons for Revising Complaints Categories, Service Level Agreements

The Nigerian Communications Commission (NCC) said it undertook a revision of the framework stipulating the processes for resolving consumer complaints arising from service delivery by telecoms operator in order to achieve greater effectiveness in the sector and to strengthen the protection of telecoms consumers and other stakeholders.

Prof Umar Danbatta, EVC, NCC
Tagged: Complaints Categories and Service Level Agreements (CC/SLA), the framework was revised by the Commission in November 2019 at a programme attended by representatives of telecoms operators, consumers and other consumer rights advocacy groups in the country.
Prof. Umar Danbatta, executive vice chairman (EVC) of NCC, said “The 2019 review of the CC/SLA, in collaboration with operators and other stakeholders, was essentially to strengthen effective and prompt resolutions of consumers complaints by reviewing the timelines, broaden and streamline complaint categories and establishing applicable sanctions on operators that fail to meet the timelines stated for resolving issues related to services delivery to their consumers.”
In the reviewed CC/SLA, with respect to the broad category of Quality of Service and Quality of Experience (QoS and QoE) in the data segment, when a telecom subscriber experiences fluctuation in service, such as instability in the Internet services, the subscriber shall be contacted by the service provider within four hours of reporting the incident and the disruption shall be restored within 72 hours.
If the matter is escalated to the Commission, the consumer is expected to receive feedback within two hours, while the Commission ensures the issue is resolved within 48 hours.
Additionally, the subscriber shall be offered an apology and the expiry date of his data bundle shall be extended by the number of days the disruption lasted.
Under the broad category, ‘Billing’, complaints connected to any unexplained change in account balance resulting in a drop in balance, due to overcharging subscriber’s account for calls, Short Messaging Services (SMS) and Multimedia Messaging Service (MMS), shall be resolved by the operator within 24 hours. Should there be a need by the subscriber to escalate the complaint to NCC, the Commission shall ensure the matter is resolved within 12 hours.
The subscriber shall be notified of resolution and where applicable, compensated with five percent of overcharged amount which is payable daily to the consumer for every 24hrs of default.
Similarly, within the framework of QoS/QoE in the voice segment, the revised agreement stipulates that, when there is call interference or challenge with voice clarity, resulting in the inability of a subscriber to carry out uninterrupted conversation, the subscriber shall receive response from the service provider within four hours of reporting the incident and the service provider shall ensure the challenge is resolved within 72 hours.
Should there be a basis for the subscriber to escalate the matter to NCC, the Commission shall revert to the subscriber within two hours of receiving the report and ensure that the matter is resolved within 48 hours in line with the Quality of Service (QoS) Regulations and the subscriber shall be communicated.
Also, under the new CC/SLAs that have now come into force, in the case of Sales Promotion and Advertisement, when a subscriber does not receive (within stipulated time) bonus or incentives won during promotions, the service provider shall resolve the matter within 12 hours of receiving the complaints, instead of 24 hours as stipulated in the hitherto existing categorisation and agreement.
Should the matter be escalated to NCC, Commission shall ensure it is resolved within six hours in line with the Guidelines on Advertisement and Promotions. As in all cases, the subscriber shall be communicated on steps taken towards resolution of complaints.
Similarly, in the expansive category of Call Centre/Customer Care, the NCC agreed with stakeholders that when a subscriber is unable to connect to Call Center or Service Provider Help Line, the matter shall be treated by the Service Provider within four hours of receiving the report.
Where the matter is escalated to the Commission, NCC shall ensure that the issue is resolved within two hours of receiving the complaints, and steps taken towards resolution shall be communicated to the subscriber in all circumstances.
On matters connected to faulty terminals, such as defective devices that stifle a subscriber’s ability to use phones, modems, routers and related devices appropriately, the Commission said such incidents shall be resolved based on Terms and Conditions for all devices.
Meanwhile, Danbatta equally stated that matters relating to Base Transceiver Stations (BTS), such as problems arising from installation and location of base stations, masts or towers, shall be resolved by the concerned operator(s) within the 48 hours, as stated in the revised CC/SLA.
In case the Commission is notified by the affected consumer, the matter shall be referred, immediately to Commission’s Compliance Monitoring and Enforcement Department, which shall ensure resolution of the matter within 48 hours and inform the complainant accordingly.
The EVC added that the CC/SLA document, which is available on the Commission’s website, contains 17 broad categories and about 90 subcategories.
He enjoined all stakeholders, particularly the telecom consumers, to create the time to study the document in order to understand their rights and privileges.
Telecom
T2 Commits to Innovation, Resilience as Customer-centric Ethos Form New Focus

The rebranding of 9mobile to T2 is a key milestone within the company’s comprehensive four-phase recovery roadmap—Stabilisation, Modernisation, Transformation, and Growth—launched following the landmark 2023 acquisition of 9mobile by Lighthouse Telecoms, led by business leader and investor, Mr. Thomas Etuh.
Since the takeover, the company has made sweeping changes, including the constitution of a revitalized board, appointment of new executive leadership, and execution of a strategic infrastructure-sharing agreement with MTN Nigeria. This agreement, the first of its kind at scale in the country, has already led to the company significantly expanding its network coverage, capacity, and resilience nationwide.
Now entering the “Transformation” phase, the brand is embracing a new name, T2, and a new ambition: to lead in innovation, customer experience, and digital lifestyle enablement. The T2 identity reflects a forward-thinking, technology-driven, and customer-centric ethos designed to resonate with Nigeria’s increasingly digital and mobile-first population.
“This is not just a logo change, it’s a total evolution of who we are, why we exist, and how we deliver value,” said Obafemi Banigbe, Chief Executive Officer of 9mobile. “T2 represents our next chapter. It is a symbol of our renewed commitment to innovation, resilience, and a deepened focus on customer experience. We are building a brand that is ready to thrive in the digital economy.”
Thomas Etuh, Chairman, Emerging Markets Telecommunications Ltd, echoed similar sentiments, describing the occasion as one that is significant in many respects for the 9mobile brand, as it represents the start of a new phase of life, a fresh start, rebirth, change or transformation, growth, reawakening, and a new order.
“Today marks a new beginning for the 9mobile business. The march has been tedious. The journey has been exhausting. It was faith and love for country that prompted my foray into the acquisition of the 9mobile business. I knew it was a tough call,” Etuh said, and thanked stakeholders like the Nigeria Communications Commission (NCC) and 9mobile customers for standing by the brand through all its trials and challenges, including multiple litigations.
“To our amazing customers, please accept my profound gratitude for believing in us. I know our challenges have impacted you in one way or the other. But there is a resilient spirit we share with you. We are rising together again. Together, with you, we are reclaiming all lost grounds,” Etuh said.
Also speaking at the event, the Minister for Communications, Innovation and Digital Economy, Dr. Bosun Tijani, commended T2 for its bold move and vision to invest in the Nigerian economy and counselled that the rebranding should go beyond a change of name.
“My message to T2 (formerly 9mobile) is simple – let this rebrand be more than a change of colours or new logo, but let it be a renewed commitment to innovation, to service excellence and to the millions of Nigerians whose lives and businesses depend on your network every single day. Our government will continue to work with ecosystem players like T2 who are bold enough to invest, agile enough to adapt and visionary enough to see that the future belongs to those who embrace change before it’s forced upon them,” he said.
Speaking in the same vein, the Secretary to the Lagos State Government, Barr. Bimbola Salu-Hundeyin, who represented Governor Babajide Sanwo-Olu, affirmed the alignment between T2’s mission and the state’s digital goals.
“T2 has come at the right time. Its focus on digital innovation aligns seamlessly with the Lagos State Government’s vision for a robust digital economy that empowers citizens, businesses, and communities. We welcome partners like T2 who are committed to driving inclusive and transformative growth in our state,” she said.
The transition will be rolled out in deliberate phases, ensuring continuity and seamless service for existing customers while gradually introducing the market to the T2 narrative. At its core, T2 will focus on four key pillars: Speed, Smart Living, Digital Lifestyle, and Trust.
With customer expectations evolving rapidly and technology redefining the rules of engagement, the T2 brand aims to serve as a bridge between connectivity and culture, telecommunications and lifestyle, infrastructure and impact.
As the Nigerian telecoms sector moves into a new decade of transformation, T2 is poised to not just participate, but to lead.
Telecom
I see Crisis, Resignations @ MTN, Airtel, Others – Primate Ayodele

Primate Elijah Ayodele, leader of INRI Evangelical Spiritual Church, has released fresh prophecies regarding Nigeria’s telecommunication companies, including MTN, Airtel, and the newly reformed T2, formerly known as 9mobile.

Primate Elijah Ayodele
In a statement signed by Osho Oluwatosin, media aide to Primate Ayodele made it known that MTN will have challenges and run into a shortage.
He stated that he sees resignations from top officials in the company while warning of a potential network crisis that will affect the company negatively.
“MTN: They will have challenges that will disorganize them and make them run into a shortage. They will want to carry out expansion, but some of their major cables will be damaged, and I see some of their officials resigning due to unexpected things that will be happening. MTN needs to be careful not to see situations of customers leaving the company. They will have serious network issues in September that people will be complaining about bitterly.”
For Airtel, Primate Ayodele warned the company to be careful of the board crisis, while revealing that they will face marketing issues at the grassroots level.
“Airtel: they must be careful so there won’t be any board crisis. They will want to step up in many ways, but there will be problems in the grassroots. The company’s marketing will have lots of issues in communicating to people at the grassroots level. Airtel will also have terrible network problems in November.”
For T2, Primate Ayodele stated that the company will start on a good ground, but they will not be able to achieve what was set out to be achieved.
He urged the company to look into some issues spiritually as he foresees a struggle to meet up with other telecommunication companies.
“T2: The company will start on a good footing, but there will be a lot of things they will want to do but will face problems. The crisis of the company isn’t yet over, it will be up and down, and the organization will struggle to surpass other telecommunication company. The new devices the company will introduce will still have problems, it’s an issue to be looked to spiritually. The company is ready to improve, but attaining improvement will create problems.”
Furthermore, the cleric stated that there will be more telecommunication companies in the country, stating that there will be a form of recapitalization and a new procedure that will disqualify some of the telcos.
“Generally, there will be more telecommunication companies that will come to challenge the existing ones. I am seeing the government introducing new codes and a form of recapitalization that will disqualify some companies. I am seeing a telecommunication procedure that will also disqualify some telcom companies.”
Telecom
MTN Nigeria’s Mega Billion Promo Turns Airtime into Fortune for Thousands Amid Economic Strain

MTN Nigeria is offering a refreshing dose of optimism through its Mega Billion Promo—a nationwide campaign designed to reward customer loyalty with real cash prizes.
Launched on June 23, the 90-day promo aims to create 195 millionaires and distribute over ₦1 billion in cash via MTN’s MoMo Payment Service Bank.
So far, more than 1,500 subscribers have won a combined ₦290 million, including three jackpot winners and 20 recipients of ₦5 million each.
“In the last couple of years, it’s been a very tough time for Nigerians,” said Onyinye Ikenna-Emeka, MTN’s Chief Marketing Officer.
“This Mega Billion promo is one of the ways we’re showing appreciation and making life better for our customers.”
MTN subscribers aged 18 and above can participate by dialing *900#, using the MyMTN app, or texting ‘MEGA’ to 900.
Every ₦100 recharge earns one point toward daily and Saturday draws. Recharges can be made via bank apps, VTU, MoMo, or USSD channels.
Prizes range from ₦25,000 to ₦5 million on weekdays, with a ₦10 million top prize available during Saturday’s Mega Draw.
Customers can win multiple times, and all winnings are paid directly into the winner’s MoMo wallet, which can be activated by dialing *671#.
Independent partners manage the promo to ensure transparency and fairness. Daily draws are broadcast live on MTN’s Instagram, Facebook, and YouTube pages, and winners are contacted directly via the MTN Call Center on 300.
MTN describes the initiative as part of its ongoing effort to appreciate customers and strengthen relationships.
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