A growing number of 9mobile subscribers are alleging that they are being prevented from switching to other telecommunication networks.
This issue has surfaced over the past month, with industry insiders claiming that 9mobile is deliberately obstructing porting requests through backend manipulations. The situation has raised significant concerns among stakeholders, prompting the National Association of Telecoms Subscribers (NATCOMS) to call for an investigation by the Nigerian Communications Commission (NCC).
This development coincides with 9mobile’s stagnant subscriber base, which has remained at 3.2 million for three consecutive months. This figure represents a drastic decline from the 23.4 million subscribers the company held in 2015, when it commanded a 15.7 percent market share. The substantial decrease in subscribers has fueled suspicions that the alleged blocking of porting requests is a deliberate attempt to retain customers
On-site investigations at customer service centers of major network providers, including MTN and Airtel, have corroborated the subscribers’ claims. Customer service representatives have reported a surge in 9mobile subscribers attempting to migrate due to persistent network problems. These representatives have indicated that while the porting process is initiated, a critical response text code, meant to be sent by 9mobile, is not being delivered, effectively halting the transfer.
Mobile Number Portability (MNP), introduced by the NCC in 2013, is designed to empower telecom users by allowing them to switch providers while keeping their existing phone numbers. The standard procedure involves submitting a porting request at the new provider’s service center, which then initiates a transfer request to the subscriber’s current provider. The alleged obstruction by 9mobile is a direct violation of this regulatory initiative.
Deolu Ogunbanjo, the President of NATCOMS, has expressed serious concern over the reports, emphasizing that the inability to port is a grave issue that undermines consumer protection. He has pledged to escalate the matter to the NCC, expressing confidence that the regulatory body will conduct a thorough investigation. The lack of response from 9mobile’s Lead Public Relations Officer and the NCC’s Director of Publicity has further aggravated the situation.
READ:https://naijanewswatch.com/president-tinubu-takes-action/
A senior industry source, speaking anonymously due to lack of authorization, has alleged that 9mobile is intentionally frustrating porting requests. This source claims that for the past month, no subscriber has successfully ported from 9mobile to MTN, while transfers from Airtel and Glo to MTN have proceeded without issues. This discrepancy suggests a targeted obstruction by 9mobile.
Recent data from the NCC reveals a significant surge in mobile number portability in January 2025, with an increase of 190 percent. Despite this overall increase, 9mobile recorded the highest customer losses, with 6,716 subscribers leaving the network. Notably, only seven new customers joined 9mobile in January, further highlighting the company’s struggle to retain and attract subscribers
Subscribers have reported a range of issues, including chronic network outages, unauthorized data renewals, and poor customer service. These problems have been a major factor in driving customers to competitors like MTN and Airtel. The company has also suffered from significant infrastructure issues, including a six-day nationwide outage in July 2024 due to fibre cuts and infrastructure damage.
Further disruptions occurred in December 2024, when a fire at 9mobile’s main data center in Lagos, combined with fibre cuts and vandalism in Lagos and Abuja, resulted in severe connectivity problems. These repeated disruptions have significantly impacted subscriber trust and contributed to the mass exodus of customers.
