By Milcah Tanimu
Telecommunications operator 9mobile has issued an apology to its customers after a six-day service outage that began on Saturday, July 27, 2024. The disruption, attributed to multiple fibre cuts and infrastructure damages, left millions of customers frustrated. In its statement, 9mobile assured that connectivity has been restored to most areas, though some customers may still experience issues. The company emphasized that technical teams are working tirelessly to resolve all outstanding problems.
The Management of 9mobile extended its profound apologies to its valued customers for the recent service disruption, acknowledging the frustration and inconvenience caused. The company stressed its commitment to not taking brand loyalty for granted, recognizing the customers’ support during difficult times and promising to deliver quality service as a core part of the brand experience.
Additionally, 9mobile mentioned the establishment of a Virtual Situation Room to facilitate real-time updates from different locations, ensuring a comprehensive restoration of services.
Several 9mobile customers reported prolonged network downtime starting on Saturday and lasting until Wednesday, exacerbated by the lack of communication from the telecom company. While other mobile operators had issues related to SIM blockage due to unverified National Identification Numbers (NIN), the Nigerian Communications Commission (NCC) ordered all lines to be unblocked by Monday, distinguishing 9mobile’s problems as different.
A new investor, LH Telecommunication Limited, recently acquired 9mobile. Once boasting over 20 million active subscriptions, the company reported only 11.6 million connected lines as of March 2024. Currently, 9mobile holds a 5.3% market share, trailing behind MTN, Airtel, and Globacom, which control 37%, 29%, and 28% of the market, respectively.
