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Worrying Abuse of Telecom Consumers in Nigeria

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Consumer advocacy is very low in Nigeria to the extent that consumers do not appropriate their rights in most cases.

 

Apart from enduring substandard services, subscribers have also been groaning under the weight of excessive and unapproved charges.

 

The efforts of Nigerian Communications Commission (NCC) and the Consumer Protection Council (CPC), appear to have yielded little as there are still persistent complaints about poor customer service of all the GSM providers in the country.

 

Even the recent proliferation of independent consumer advocates, has served little or no use because their ranks have been broken by services providers with huge financial war chests.

 

They now see consumer advocacy as mere platitudes.

 

It is safe to say that the telecom industry typifies the lack of vocal unity of the Nigerian consumer.

 

This has to change. Consumer advocacy must begin to stand besides the consumer and speak out on his behalf to protect and promote his rights and interests.

 

As Nigerians become increasingly dependent on telecommunications services; a strong advocate is needed to represent the people when telecoms decisions are made.

 

Today, most Nigerians are vulnerable and open to abuses by services providers because of illiteracy, lack of language skills, or disability.

 

In combination with low income and lack of access to telephones, Internet or transportation, these barriers deprive many vulnerable consumers of fair treatment.

 

Like most countries, Nigeria has laws to protect consumers against dangerous or faulty workmanship, deceitful sales practices, and misleading advertising but in practice, they are rarely enforced.

 

The CPC, Standard Organisation of Nigeria (SON) and National Agency for Food and Drug Administration and Control (NAFDAC) are agencies responsible for protecting consumers.

 

But they are typical bureaucracies and lack actionable programmes that will endear consumers to them.

 

In this industry, the excesses of service providers are unchecked. They abuse market power and infringe on the rights and privileges of the consumers.

 

Consumers privacies are invaded at will. Poor services; dropped calls; charges for uncompleted calls have persisted and no answers are given.

 

But Nigerians must sit and watch; they must stand up for themselves.

 

Time is now for a stronger voice to remedy the injustices in the market place and teach consumers to stand up for themselves.

 

The voice must first tackle the prevalent consumer apathy and enlist the support of other stakeholders to be effective.

 

Nigeria Communications Commission (NCC) and indeed the federal government must also encourage citizen’s advocacy.

 

This so-called stronger voice must tell Nigerians of the resources available to help them.

 

Additionally, consumer protection agencies must be strengthened to provide all the advice and assistance needed by consumers.

 

Importantly, the federal government must ensure appropriate share of legal aid to support of vulnerable consumers facing consumer protection issues.

 

 

 

 

 

 


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Telecom

New Investment Fund Targets Acceleration of Emerging Technology in Nigeria

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The International Rescue Committee (IRC) has announced the formation of Airbel Ventures, a new humanitarian impact investing fund aimed at accelerating the introduction and scaling of breakthrough technologies in crisis-affected communities.

The fund will invest in companies whose ideas have the potential to change humanitarian response, including digital infrastructure for frontline health systems and climate-resilient agriculture.

The launch of Airbel Ventures follows a period of rapid innovation at the IRC, despite the humanitarian sector facing record funding cuts.

In the past year, the IRC’s Airbel Impact Lab has advanced more than twenty Artificial Intelligence (AI) and technology initiatives—from anticipatory action tools powered by climate and vulnerability data, to frontline service delivery using safe, orchestrated AI systems, to breakthrough diagnostic tools for emerging diseases.

Airbel Ventures’ first impact investment is in Signalytic, a company delivering solar-powered computing devices that ensure reliable electricity and connectivity for remote health facilities.

Following the investment, the IRC will pilot Signalytic’s technology with its Nigeria Health team, demonstrating the viability of next-generation digital infrastructure in humanitarian settings.

“We know breakthrough solutions already exist—what’s missing is the path to scale in humanitarian contexts,” said Dr. Jeannie Annan, Senior Vice President for Research & Innovation at the IRC and head of the Airbel Impact Lab.

 


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MTN Nigeria Suffers 9,218 Fibre Cuts in 2025 as Vandalism, Theft Cripple Network

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MTN Nigeria, the country’s largest telecommunications operator, recorded a historic surge in network disruptions in 2025, suffering 9,218 fibre cuts as of December 31, alongside 211 base station sites affected by theft and vandalism, incidents that disrupted mobile and data services relied upon daily by millions of Nigerians.

MTN Nigeria Suffers 9,218 Fibre Cuts in 2025 as Vandalism, Theft Cripple Network

The data was revealed by Dr Karl Toriola, chief executive officer/managing director, MTN Nigeria via a social media post titled ‘MTN Nigeria 2025 Wrapped’.

The scale of the damage highlights the growing vulnerability of Nigeria’s telecommunications infrastructure, which has come under increasing pressure from road construction activities, cable theft and deliberate acts of vandalism.

MTN said 5,478 fibre cuts occurred within just the first seven months of 2025, with 760 incidents recorded in July alone, underscoring the intensity of the challenge.

Some of the incidents had wide-ranging consequences, knocking out connectivity across multiple states simultaneously and affecting voice calls, data services, digital payments and enterprise operations.

The company described the situation as a national infrastructure problem, rather than an isolated corporate issue, given the economy’s deep dependence on mobile networks.

“These gaps were shaped by real operational challenges such as fibre cuts, theft, and vandalism. Their impact is felt directly by customers and reflected in what they tell us,” Toriola,

The disruptions were reflected in customer feedback volumes, as MTN handled an unprecedented number of complaints during the year. The operator said it resolved 1,624,263 customer complaints in 2025, spanning call centres, social media platforms, emails and physical service centres nationwide.

Despite the setbacks, MTN pointed to signs of operational resilience. The company retained its ranking as Nigeria’s best network by Ookla, returned to profitability after a challenging period, declared an interim dividend, and expanded its subscriber base to over 85 million users by September 2025.

The figures show that while Nigeria’s telecom operators continue to invest heavily in network expansion and customer service, infrastructure sabotage remains a major drag on service quality and operating costs.

MTN acknowledged that performance improvements remain a work in progress. “We are not where we want to be yet. We see you. We hear you. We exist because of you. And we will get better,” Toriola said.

As the company enters its 25th year of operations in Nigeria, Toriola said MTN is doubling down on customer-centricity, treating every piece of feedback as a guide for improvement, while also stepping up engagement with government agencies.

The CEO renewed calls for stronger regulatory and legal protections for telecommunications infrastructure, urging policymakers to classify fibre cables, base stations and other critical assets as national infrastructure and criminalise vandalism to deter repeat attacks.


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NCC Licences Six New ISPs to Challenge Telcos, Satellite Giants

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Nigerian Communications Commission (NCC) has granted operating licences to six new Internet Service Providers (ISPs), effective January 1, 2026, raising the total number of authorised ISPs in the country to 231 from 225 recorded in December 2025.

NCC Licences Six New ISPs to Challenge Telcos, Satellite Giants

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The newly licensed firms are Intellvision Technologies Limited, Granet Technologies Limited, Fiber Sonic Limited, Dasol Solution Services Ltd, Boost ISP Limited, and Amazon Kuiper Nigeria Limited.

Five of these companies are headquartered in Lagos, while Granet Technologies Limited operates from Owerri in Imo State, highlighting the persistent concentration of broadband infrastructure in major commercial hubs like Lagos, Abuja, and Port Harcourt.

This development intensifies competition in Nigeria’s broadband market, which faces pressure from dominant mobile network operators such as MTN and Airtel, alongside rapid expansion by satellite providers like Starlink.

Traditional ISPs continue to grapple with shrinking customer bases, aggressive data pricing from telcos, and satellite disruptions, even as NCC data from Q2 2025 showed Spectranet, Starlink, and FibreOne controlling about 65 per cent of the 313,713 active ISP subscribers.

The inclusion of Amazon Kuiper Nigeria Limited marks a significant entry of global satellite broadband competition, building on Nigeria’s recent approvals for other low Earth orbit providers to enhance connectivity in underserved areas.

Industry analysts view the licences as a strategic push to improve internet quality amid rising demand for digital services, though geographic clustering underscores ongoing infrastructure challenges outside urban centres.

NCC’s move aligns with broader efforts to foster a competitive telecoms sector critical to Nigeria’s digital economy ambitions.


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