Telecoms subscribers and the porting hurdles

Nine months after the launch of the much anticipated Mobile Number Portability (MNP) scheme, telecommunications subscribers have continued to complain about the cumbersome porting process. With the scheme, Nigeria’s over 121 million subscribers can switch to another network while retaining their number.

Subscribers have urged networks to reduce the current difficulties been experienced by subscribers who wished to port from one network to another.

Some of the telecoms subscribers in Lagos have complained vehemently about their inability to successfully port to another mobile network after days of meeting the requirements needed to enable one make the switch.

We recall that the Nigerian Communications Commission (NCC) had in April 22nd 2013 introduced the porting scheme. According to the Commission, the scheme is expected to deepen competition in Nigeria’s vibrant telecoms market. It is also expected to improve quality of service to mobile subscribers, encourage investments in network expansion  in order to put networks in a better position to lure new subscribers and retain existing ones.

Industry watchers and analysts are of the view that the scheme has not fulfilled its original objectives.

There are numerous reports on subscribers that have experienced various forms of frustrations over the porting process making them to wonder if the telecomms operators are still committed to the process or if the NCC is aware of these frustrations.

For example, investigations reveal that some subscribers even after fulfilling every porting requirement do not receive any message confirming their successful porting. Many subscribers are disturbed that subscribers have not been well educated on the porting process. For those who require further education on the process, they state that the advertisements and messages on porting are not detailed enough.

Generally, the created impression about porting is that of a process that is simpler than it really is. Having been frustrated over the porting process, it appears many subscribers survive by hanging on to the services of multiple operators by using phones with multiple SIM capacity or carry multiple phones.

For some subscribers, porting has never been an issue since they are of the view that the services of the mobile network operators are pretty the same. Thus there was no need porting from one to the other.

For NCC, it is important that the Commission push through their initiatives and ensure that the telecommunications market operates according to norms and processes approved and stipulated.

The unfolding failure of the initiatives that would enhance the subscribers’ access to better services and guarantee their rights to choose from networks does not present a good picture of the regulatory performance of the Commission.

We call on the NCC and the relevant consumer protection agencies to investigate appropriately the subscribers’ dissatisfaction over the porting procedure and rectify issues. The current situation whereby subscribers are left to suffer at the hands of operators is improper and not a reflection of a consumer friendly telecommunications market.

By:  BusinessDay