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Telecoms Operators Could Lose Half Their Customers Next Year- Ovum

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Telecoms operators can be sure to keep only about half of their existing customer base over the next 12 months, according to Ovum’s recently published major global survey, 2014 Telecoms Customer Insights.

About a quarter of all users globally say they will definitely change providers, with another quarter indicating they may do so.

“The research provides one of the largest and most unique global data sets that illuminates the significant differences in users’ churn patterns in incredible detail,” said Dobardziev.

For example, the survey finds that almost twice as many customers of Airtel India or LG U+ in Korea plan to churn more than the global average of 23%.

In contrast customers of Vodafone Germany or NTT DoCoMo in Japan are much more loyal, with only about 1 in 10 indicating they plan to switch operators.

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The survey shows that the quality of the mobile broadband experience is the leading driver for mobile operator churn, with 37% of consumers globally saying that they either have left or plan to move to another provider because of slow connection speeds. For operators, these findings highlight the importance of investing in broadband.

The survey, which included over 15,000 consumers and 2,700 enterprises in 15 major global markets, also underlines the global importance of being online.

 “Being online is by far the most important thing in consumers’ digital media lives,” says Angel Dobardziev, practice leader at Ovum. “When we asked consumers to rate a range of activities on a scale from ‘essential’ to ‘unimportant’, browsing the Web came top, with nearly 6 out of 10 consumers rating it as essential. By comparison, an old favourite such as watching TV was rated by only 3 out 10 consumers as essential, scoring as less important than reading the news (50% of consumers), reading a book (45%) and listening to music (42%).”

The survey also found that iPhone users are much more likely to churn than those with another phone, and mostly in order to find a provider with faster mobile network speeds – again underlining how crucial the quality of broadband experience is to consumers.

Operators must deepen their understanding of consumers’ propensity to switch providers, not just in their own market, but more broadly given that global trends permeate national borders. “This must be combined with an evaluation of drivers for customer churn across different segments, markets and providers, with a view to gaining insight on the best, and worst, practices – despite differences in local market contexts and levels of competition,” said Dobardziev.

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The survey could not reveal a position in the Nigerian telecom secto

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Airtel Nigeria Adds Over 1,000Cell Sites in Nationwide Expansion to Surpasses 17,000

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Airtel Nigeria is approaching the 18,000-cell-site mark as the telecommunications operator accelerates network deployment across the country, adding more than 1,000 new sites annually and extending high-speed mobile connectivity deeper into rural communities.

The expansion places Airtel as an operator making one of the largest sustained infrastructure commitments to Nigeria’s digital economy, with the company’s network now spanning all 774 Local Government Areas in the country.

More than 99 percent of Airtel Nigeria’s sites are 4G-enabled, with the company continuing to add new capacity and upgrade existing infrastructure as demand for mobile connectivity rises. Airtel Africa’s latest annual report said the Nigerian operation added more than 1,050 new sites during its 2025-26 financial year.

The pace represents a significant increase from the approximately 15,000 sites Airtel operated two years ago. By early 2026, the operator had crossed 17,000 sites, after adding about 2,000 sites in two years.

The current expansion has also taken the network further into locations that have historically been underserved by telecommunications infrastructure. These communities include Kukawa, Borno State; Okomu-Udo, Edo State; Chimbi, Niger State; Orile Ijaiye, Oyo State; Kopii, Benue State; and Aran-Orin, Kwara; among others.

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Airtel has previously said a significant portion of its network investments is targeted at deep rural communities, small towns and the fringes of major cities. At a media roundtable in February, Chief Executive Officer, Dinesh Balsingh, said the company intended to maintain the large scale of network expansion during 2026.

“Everyone has the right to digital connectivity, including people in deep rural markets and small communities,” Balsingh said.

The impact of the growth extends beyond the ability to make calls or browse the internet. Wider network availability gives families more reliable access to one another, enables businesses to communicate with customers and suppliers, and supports access to digital banking, education, healthcare and government services.

For farmers in remote areas, mobile connectivity can provide access to current crop prices, weather information, market information and agricultural advisory services. For small businesses, reliable mobile data supports payments, customer acquisition, logistics and digital commerce. For communities, connectivity can improve access to health and social services and help residents participate more fully in the digital economy.

Airtel’s network strategy is also increasingly focused on improving the experience delivered through the infrastructure already in place. In 2025, the company upgraded capacity on about a quarter of its existing sites, deploying higher-capacity radios and moving portions of its backhaul from microwave to fibre.

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The operator has also reported a continued addition of spectrum to strengthen its spectrum position. Since November 2025, it has added 20MHz spectrum, which is on track for full integration on all sites this quarter.

Balsingh said the company’s investment programme was designed to improve coverage, capacity and resilience, with the benefits ultimately reflected in the quality of service experienced by customers.

“We have invested with discipline and clarity to strengthen our network nationwide. Those investments are now translating into measurable improvements in performance, customer experience and reach, including in underserved communities,” he said.

Third-party measurements have also continued to provide evidence of changing network performance in Nigeria. Ookla’s Speedtest Global Index, for example, reported a median mobile download speed of 97.74 Mbps for Nigeria in June 2026.

For Airtel, the network expansion not only extends the geographical footprint; but also increases the speed, capacity and stability available to existing customers.

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Director of Marketing, Ismail Adeshina, said the company’s network investments were ultimately aimed at making connectivity more useful in the everyday lives of Nigerians, as increasing numbers of consumers, families and businesses depend on mobile services for communication, commerce and access to essential services.

Airtel’s infrastructure programme is also contributing to the wider development of Nigeria’s digital economy.

“With mobile connectivity increasingly serving as the platform for financial services, commerce, education, healthcare, agriculture and enterprise, expanding the physical network effectively increases the number of Nigerians able to participate in those activities,” Adeshina said.

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GSMA Industry Services Unveils Circularity Services to Help Operators Reduce E-Waste and Unlock Value

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GSMA Industry Services have announced the launch of its new Circularity Services offering, designed to help mobile operators and ecosystem partners extend the life of devices, reduce e-waste, and unlock greater value from existing assets.

The offering launches with two commercial partners: Closing the Loop, whose ‘One for One’ service links one new mobile device sold by an operator to the collection and responsible recycling of one end-of-life device, and RGX, a neutral, online marketplace for enterprise asset disposition.

As the mobile industry continues to grow, operators are increasingly looking for practical ways to both meet sustainability commitments and enhance commercial performance.

GSMA Circularity Services has been developed to address these challenges by providing access to trusted partners and proven solutions that support the recovery, reuse, refurbishment and responsible recycling of ICT assets – helping organisations deliver on customer needs, reduce costs and generate value from equipment that might otherwise sit idle.

The ‘One for One’ service provides a practical and measurable way for organisations to incorporate circularity into their device propositions. Vodafone, Samsung and T-Mobile have successfully used the customer-centric program for devices sold in Europe, while Google is a global user.

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One for One leads to electronic waste reduction around the world and has created positive impact in countries where formal waste collection and recycling infrastructure is often limited. Closing the Loop is an award-winning social enterprise, supported by UNIDO, UNEP and GIZ.

Joost de Kluijver, Co-founder and CEO, Closing the Loop, said: “The GSMA is globally respected as a unifier of the mobile ecosystem, and we’re excited to work together to expand the value that our ‘One for One’ service can deliver across the industry.

“By linking one new device sold to the collection and responsible recycling of one end-of-life phone, we help operators take practical action on waste reduction while supporting their wider circularity ambitions.

“One for One is also a differentiator at the point of sale that adds clear, value for customers and the brand. Through this partnership, we look forward to helping more organisations use circular thinking to excite customers.”

Michael Jungwirth, Head of Sustainability, Vodafone Germany explains why One for One is important to them and the broader ecosystem: “E-waste is a global problem. That’s why our solutions must not end at national borders.

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“With One for One, we take responsibility and set an example for the industry. Not just a sign of change, but a sign of action. We close the loop for our customers. For one new phone Vodafone brings into circulation, we retrieve an old one.”

Addressing another aspect of the circularity challenge, RGX provides a neutral, online marketplace for e-waste management and enterprise asset disposition that connects organisations with service providers through a single automated platform.

The service is designed to help businesses optimize returns from redundant devices and equipment through competitive bidding and effective resource management, while ensuring responsible disposal practices. Initially available in the United States, the offering is expected to expand internationally over time.

Sean Miles, Co-founder, RGX said: “Innovation is only as good as its ability to scale. Through our partnership with GSMA Industry Services, we have an opportunity to help a broader part of the mobile ecosystem put circularity into place.

“RGX helps organisations manage enterprise asset disposition and e-waste more efficiently through a trusted, transparent marketplace. By working together, we can help operators recover value from redundant equipment, support responsible recycling practices and help operators turn circularity ambitions into action.”

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Roman Smith, Director, Global Environmental Sustainability, AT&T commented on their collaboration with RGX: “RGX has been a valued strategic collaborator as we’ve developed our retail e-waste initiative.

“Their platform and expertise have helped support practical circularity solutions, and we appreciate the work they’ve done with our teams to advance more sustainable device recovery and recycling opportunities”

Sianne Ryder, Chief Executive Officer, Events and Industry Services, GSMA, said: “The launch of Circularity Services, together with partners Closing the Loop and RGX, marks an important step in helping operators take practical action on circularity. By bringing together solutions that support both responsible recycling and asset recovery, we are making it easier for organisations to reduce waste while unlocking greater value from existing assets.

“Through these partnerships, operators can access proven services that help accelerate their circularity ambitions and respond to growing demand for more sustainable approaches to device lifecycle management. The opportunity is a win-win: circular approaches are both more sustainable and deliver meaningful operational and commercial benefits for the industry.”

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MTN Nigeria Unveils Y’ello Street Museum to Mark 25 Years of Connectivity

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MTN Nigeria has unveiled the Y’ello Street Museum beneath Falomo Bridge in Lagos, an immersive experience that chronicles 25 years of connectivity, culture, innovation and shared experiences, as the company marks its silver jubilee in Nigeria.

MTN Nigeria Unveils Y’ello Street Museum to Mark 25 Years of Connectivity

Designed as a walk-through journey across five generations of network technology, from 1G to 5G, the museum brings together technology, campaign artefacts, cultural memorabilia, iconic devices and personal stories that reflect how connectivity has transformed the way Nigerians communicate, work, create, learn and engage with the world.

Located beneath one of Lagos’ most recognisable landmarks, the museum transforms the urban space into a living archive of Nigeria’s digital evolution.

Visitors begin the experience in 2001, when MTN commenced operations with approximately 50,000 subscribers and devices such as the Nokia 3310, before progressing through successive eras of connectivity that have helped shape today’s digital economy.

Along the journey, visitors encounter moments that have resonated across generations of Nigerians, from popular entertainment platforms and cultural experiences to technological innovations that changed how people access information, consume content, discover talent, build businesses and stay connected.

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The experience captures the evolution of mobile technology, digital services, music, storytelling, entrepreneurship, and everyday life over the past quarter century.

Speaking at the launch, Chief Financial Officer, MTN Nigeria, Modupe Kadri, described the museum as a tribute to the millions of Nigerians who have shaped the company’s journey.

“When we look back at the last 25 years, we recognise that this story has been shaped by millions of Nigerians. Our customers, government, and regulatory stakeholders, partners, employees, communities, and many others have been part of the progress we celebrate today.

“The Y’ello Street Museum is an opportunity to reflect on the moments, innovations and connections that have transformed lives, businesses and communities across the country, while appreciating everyone who has contributed to that shared history.”

Speaking about the experience, Onyinye Ikenna-Emeka, Chief Marketing Officer, MTN Nigeria, said the museum celebrates not only technological progress but also the memories and moments that connect people.

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“Technology is most meaningful when viewed through its impact on people. The Y’ello Street Museum brings together memories, cultural moments and innovations that have shaped everyday life over the last 25 years.

“Many visitors will see their own stories reflected in this experience, from the devices they used and the entertainment they enjoyed to the connections that helped them learn, build businesses and create opportunities.

“Above all, it is a celebration of the customers and communities whose experiences have shaped this journey.”

The museum places MTN’s story within the broader context of Nigeria’s transformation over the last two and a half decades. As network technology evolved from voice services to high-speed connectivity, new opportunities emerged for communication, entrepreneurship, financial inclusion, entertainment, education, and participation in the digital economy.

It also highlights the role connectivity has played in supporting Nigeria’s creative industries, enabling artists, performers, creators and businesses to reach wider audiences and participate in an increasingly connected world.

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Through its blend of technology, culture and human-centred storytelling, the experience celebrates not only technological progress but also the ingenuity, resilience and aspirations of Nigerians.

Open to the public for seven days, the Y’ello Street Museum invites visitors to revisit the milestones, memories and moments that have defined a generation, while reflecting on the possibilities that the next chapter of connectivity and innovation can unlock.

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