A rising number of 9mobile subscribers have been unable to switch to other networks in the past month. Industry insiders are alleging that the telecom operator is deliberately blocking porting requests at the backend. This issue has sparked concerns among stakeholders, with the National Association of Telecoms Subscribers (NATCOMS) calling for an investigation by the Nigerian Communications Commission (NCC).
Subscriber Base Stagnates Amid Network Issues
This development comes as 9mobile’s subscriber base has remained stagnant at 3.2 million for three consecutive months. This is a sharp decline from 23.4 million subscribers in 2015, when the operator held a 15.7 percent market share. A visit to customer service centres of major network providers, including MTN and Airtel, confirmed that many 9mobile subscribers have been attempting to migrate due to persistent network issues.
Customer Service Confirms Challenges in Porting
Customer service representatives from MTN and Airtel reported a growing number of 9mobile subscribers seeking to port their numbers. “When customers come and fill out the porting form, we send a text code to them, and they are supposed to respond. But it doesn’t go through at all,” one representative stated, speaking on condition of anonymity.
Mobile Number Portability Faces Obstruction
Mobile Number Portability (MNP), introduced in 2013, allows users to switch providers while retaining their phone numbers. The process involves submitting a request at the new provider’s service centre, which then initiates a transfer request to the subscriber’s current provider. However, many customers are reporting that 9mobile is preventing successful porting, with no issues reported from other networks like Airtel or Glo.
NATCOMS Calls for Investigation into Alleged Blocking
NATCOMS President, Deolu Ogunbanjo, expressed concerns over the issue. He told The PUNCH, “If porting is no longer possible, as reports suggest, it is a serious issue. We will escalate this to the NCC because Mobile Number Portability is a regulatory initiative designed to protect consumers. I am confident the NCC will look into it.”
Allegations of Intentional Frustration of Porting Requests
An industry source familiar with the situation alleged that 9mobile may be intentionally frustrating porting requests. “I have it on good authority that 9mobile is restricting customers from the backend. For the past month, no one has successfully ported from 9mobile to MTN,” the source claimed. Subscribers are reportedly switching from Airtel and Glo to MTN without issues, further fueling these allegations.
Surge in Mobile Number Portability Activity
Recent data from the NCC shows that mobile number portability surged by 190 percent in January 2025, with 8,708 subscribers switching networks. This was a significant increase from 2,998 in December 2024. However, 9mobile recorded the highest customer losses, with 6,716 subscribers leaving the network. Despite this increase in porting, only seven new customers joined 9mobile in January.
Chronic Network Issues Drive Subscribers to Competitors
Subscribers have reported chronic network outages, automatic data renewals without consent, and poor customer service—issues that have driven many to competitors like MTN and Airtel. Earlier, in July 2024, 9mobile experienced a six-day nationwide outage due to fibre cuts and infrastructure damage. In December 2024, a fire at the operator’s main data centre in Lagos, coupled with fibre cuts and infrastructure vandalism, led to further disruptions.
NCC to Investigate Alleged Obstruction of Porting Process
With mounting concerns and reports of deliberate blockage of porting requests, the NCC is expected to investigate the matter. The outcome of this investigation could have significant implications for the telecom operator and its subscriber base.
