Tag: subscriber

  • NCC: subscriber complaints mount

    The Nigerian Communications Commission (NCC) is inundated with complaints by subscribers across the country.

    It said as a strong believer in the protection of the consumers, it would not rest on its oars to ensure that customers got the right deal.

    Its Deputy Director, Consumer Affairs Bureau, Ismail Adedigba, who spoke during a Town Hall meeting organised by the Commission in Ijebu Ode, Ogun State, said complaints bordering on unsolicited text messages and calls; failure/refusal to roll over unused data at the expiration of data bundle by service providers; and automatic renewal of data services upon expiration and activation/subscription to data and value added services (VAS) without prior consent of the subscribers and others have increased.

    He added that call masking/refiling has joined the list too.

    Adedigba said in response to these complaints, the Commission, as consumer-centric institution, has taken appropriate steps to tackle the problems.

    Steps taken so far, he explained, are in the development of 2442 DND Short Code to solve unsolicited text messages/calls; issuance of Direction to telcos on data roll- over which now enables consumers to roll over unused data for period of time, ranging from one day to seven days, depending on data plan. This took effect from June 26, 2018.

    Another is the issuance of Direction to Service Providers on forceful subscription of data services and Value Added Services (VAS) which directs telcos to desist from forceful/automatic renewal of data services without prior consent of subscribers. This has taken effect from  May 21, 2018.

    He said: “The Commission also developed 622 Toll-Free Line through which you can easily lodge complaints for any unresolved service issue to the NCC. The failure of operators to comply with the directives attracts appropriate penalties and sanctions.

    “With respect to Call Masking/Refiling, the Commission is working seriously to abate the menace of this ugly development including deployment of appropriate technology as a strategy to combat it. Specifically, some of the measures being taken by the commission include working on the issuance of Direction to MNOs to explore every technical means not to allow their networks to be used for call masking and SIM boxing activities; creating awareness on call masking through different social platforms and via our various outreach programmes to educate consumers and encourage them to report cases of call masking to the Commission for investigation and necessary enforcement actions; embarking on continuous compliance, monitoring and enforcement activities to detect victims of call masking and investigate channels used to commit the illegality.”

    Also, he said the commission is in the process of choosing the best from a list of technology solutions used in other countries, to block the devices, track and apprehend the culprits while it works to tighten Subscriber Identity Module (SIM) registration processes across all networks to reduce the availability of SIMs for SIM-boxing as well as address the security issues around the availability of pre-registered or fraudulently-registered SIMs.

  • Breach of agreement: Lekki Gardens, subscriber on collision path

    Breach of agreement: Lekki Gardens, subscriber on collision path

    When Mrs. Oluwafunmilayo Ogunnaike-Bello, a subscriber to one of the Lekki Gardens Estate scheme, signed the dotted lines for a three-bedroom apartment, she was confident that her dream of owning a comfortable home with ease has materialised.

    With firm commitment to the project, Ogunnaike-Bello had paid up the N20 million asking price for the apartment, exclusive of VAT/Withholding tax- paid by the Purchaser to Lekki Gardens (Vendor), leading to the signing of an agreement between the parties on September 18, 2013.  But this date seeme to have been the last happy moment for the buyer in the transaction.

    According to her, the first infraction by the Vendor is on the specified period for delivery. As contained in the agreement in Section 2.3, the Vendor shall “deliver the property in Shell-Unit specifications as listed in the first schedule not later than 14 months effective from 18/09/2013.”

    This means that by November 17, 2014, the house ought to have been delivered to the Purchaser. It however took two years and five months after the deadline before Ogunnaike-Bello could get her apartment, precisely on March 29, 2017.

    Her disappointment has been further fuelled as the Vendor, she maintained, has failed to adhere to the provisions for default / remedy as contained in the agreement. Specifically, Section 4 (i) of the agreement says that “where the Vendor defaults in the delivery of the property, it shall pay a monthly penalty fee of 0.7 percent interest on the total instalment received from the Purchaser not exceeding three months thereafter within which delivery shall be made without which the Purchaser shall determine the Agreement and all money paid by the purchaser shall be due  and payable in 12 weeks.”

    Yet, the delivery of the apartment, Block D2, Flat 5, Horizon II Extension, Lekki Gardens Estate, to the Purchaser, Ogunnaike-Bello said, has been anything but satisfactory. For instance, before she finally got the keys to the house, the Purchaser said the Vendor made her to pay N250,000 for “water connection” to the apartment. A copy of the Zenith Bank teller, number 4036118, with which the payment was made to the Vendor, dated March 28, 2017, and acknowledged by a certain Adenekan Adebola on behalf of the Vendor, was sighted by The Nation.

    The elder sibling of the Purchaser, Mr. Olarigbigbe Bello, interfaces with Lekki Gardens on behalf of his sister when she is not available. Bello told The Nation that it has not been a palatable experience dealing with the Vendor. He regretted that, after making full payments, and in spite of the several correspondence to, and meetings with, the Vendor, the situation has remained the same.

    “Imagine that the developer failed to connect the apartment to electricity; neither has the entire apartment been connected to water supply even though they collected N250,000 for this from us; this money they demanded was not in anyway contained in the original agreement. We asked them for electrical wires so we could do our connections, but they failed to supply same; only a part of the apartment has water now, like in the kitchen water is not flowing. Its such a shame of a job done,” a bitter Bello said. He added that even the spiral step fitter at the back of the building is anything but beautiful.

    He further explained that he complained to a staff of the Vendor, Mr. Sunday Adeyanju, who is the facility manager, but nothing has been done.

    When The Nation contacted Adeyanju on phone last Monday, he confirmed receiving the complaints about the apartment from Bello. He also said he had since forwarded the complaints to his line manager for further action.

    “Yes I got their complaints, and I have followed protocol by sending same to my line manager. I am awaiting further directive from my boss,” Adeyanju told The Nation in a telephone chat.

    Bello listed other defaults by the Vendor to include failure to do the electrical works in the flat; non painting of the apartment and non fitting of POP ceiling, all contained in the First Schedule which specified what the Shell Unit of the house will contain. Under the second schedule, Bello said the Vendor was in default of providing electricity in the flat; failure to connect the drainage and gutters appropriately leading to heavy flooding in the block and estate in May/June this year; and failure to provide clinic and school.

    At the onset of this development, precisely June 2017, The Nation contacted the Indigo PR, the communications and public relations consultants to Lekki Gardens, for clarification on the incident. Its Managing Director, Mr. Bolaji Abimbola, appealed for time on behalf of his client, assuring the Purchaser and her proxy that he had the assurances of his clients that the needful would be done. “Please give my clients till August 2017 ending, that is two months from now, and everything will be sorted out. My clients are very credible people and they will work on the Purchaser’s observation,” he had assured.

    However, two months after the appeal for extension, the story has remained the same, as the Vendor has not done anything to improve the apartment it collected N20 million for.

    According to Abimbola, there was delay in delivering the house to Ogunnaike_Bello due to some circumstances. He explained that the company apologised to the customer in question. “As you may be aware, the company had a crisis recently and work on all our sites was stopped for a while by the regulatory agency, but we have since returned to work and committed to deliver homes to all our customers. On this note, we would like to seek her understanding,” Abimbola explained.

    However, his position on this was carpeted by Bello. “The apartment ought to have been delivered in November 2014- a clear one year and four months before the Lekki Gardens building collapse of March 8, 2016, which the company is now trying to use as an excuse for the delay,” he said.

    On the N250, 000 fee, Abimbola explained this as the connection fee for infrastructure like water, drainage, sewage and electricity, which he said is not peculiar to the customer, but charged all apartment owners in the estate. “The fee is not extra payment and it is usually paid at the point of key collection,” he explained. Again Bello disagreed on this, claiming that such was not indicated in the agreement signed. “This is fraud and deceit; why didn’t they include this in the agreement we signed, only for them to change the goal post not in the middle of a match but at the end? So are they saying they would deliver a house with basic infrastructure like water without the payment? he asked rhetorically.

    Abimbola explained that the developer is currently working to connect  all the block of flats in the estate to electricity supply, assuring that it would be completed in a “couple of weeks.” While He explained further that the company is only responsible for the painting of the exterior of the blocks while the customers are expected to do the finishing of their unit to their taste. He said the estate was built with adequate drainage plan but the recent rising of water levels and the impact of other construction work around the area was responsible for the flooding.

    “In a nutshell, we would like to appeal to her for understanding as we would ensure that we  resolve all the issues,” Abimbola pleaded.

    For now, Ogunnaike-Bello said the option before her is to institute litigation against the Vendor, and ensure that every breach in the agreement is addressed accordingly.

  • Mighty network, puny subscriber

    Today, it is a tale of brazen corporate theft.

    Telephone Subscriber, 08023596231  (an Airtel line), on March 15, at around 8:30 am, had replied to a text, from a Glo line, 09099879033.  The phone indicated it was an MMS (multi-media service), which would normally attract a higher charge, though the text’s length seemed within the normal SMS (short message service), which costs N4.  The phone’s Airtel account balance was N17.

    Pronto, the government magic — pardon, telco magic — began!  With a buzz, the network removed the first N4, though the message was still in transit.  After some two-minute interval, buzz — and off went another N4.  The message was still transiting.

    Two more buzzes, and N4, in two installments, vanished again.  That left a balance of N1 and some coins.  Still, the message was as stationary as the sun, rooted to the same spot.

    But then, came the clincher: there isn’t enough money to fund the transaction.  So Subscriber 08023596231 must borrow some credit!  And if he didn’t?  Well, his N16 was gone, but his transaction remained uncompleted, though the mighty Airtel had paid itself for service not rendered.  Mighty network, puny subscriber!

    Pray, what sort of voodoo business is this, when networks fall over themselves to steal from their subscribers — systemically (it’s “pay as you go”: so you pay in advance, and your account is at the network’s mercy); and systematically (it is routinely programmed stealing).

    As at the time Hardball was telling this outrageous tale, Airtel had paid itself.  In the cold anonymity of cyber space, the money was gone, leaving the subscriber with the cold carcass of un-rendered service — and an impotent rage!

    The artificial intelligence of Airtel’s machine was smart enough to know the service charge, and to snap it up.  But it became dumb and obtuse, when it came to rendering service for money earned — more of swindled!

    This thievery has become so routine, among all of the networks, one but wonders if earnings-by-programmed- stealing is not, for them, a deliberate line of income.

    And in all of these grand heists, the Nigerian Communication Commission (NCC), the supposed regulators, snoozes and snores, while these corporate robbers feed, with manic zeal, on their subscriber-victims!  From declaring you had subscribed to services you never demanded, in the worse tradition of the corporate Hobson’s choice, to deducting from your account at will, it’s a thieving bazaar in Nigeria’s telecoms sector!

    Well, though the level of theft from 0802359623 is puny (N16), Hardball calls for NCC investigation; and ensure Airtel reimburses the subscriber, since it never rendered any service.

    Talk of corporate spiritual poverty!

    •This article was first published on march 16, 2017

  • Telephone subscriber base hits 136m, says ncc

    Telephone subscriber base hits 136m, says ncc

    From less than 500,000 in year 2000, the subscriber base of the fixed and mobile telephone users has increased to 136 million as at November 2014.

    This was disclosed in Ado-Ekiti, the Ekiti State capital on Wednesday by the Director, Policy Competition and Economic Analysis of the Nigeria Communications Commission (NCC), Mrs. Josephine Amuwa.

    The NCC chief made the disclosure during the donation of books on Information and Communications Technology (ICT) to the Ekiti State University (EKSU).

    Mrs. Amuwa described Nigeria as the “fastest growing telecommunications country in the world” with more than three million direct and indirect employment.

    She expressed dismay that Nigerian engineers and engineering students have not utilised the opportunities made available by the growth in telecoms industry because of dearth of relevant books and other publications.

    Mrs. Amuwa said: “This development has led to a substantial demand on the available human resources and encouraging operating companies to become net importers of skilled telecoms manpower into the country.”

    Expressing his appreciation for the donation, EKSU Vice Chancellor, Prof. Oladipo Aina, said the books would help the university to actualise it’s five-year strategic plan.

  • Etisalat’s subscriber base hits 17m

    Etisalat’s subscriber base hits 17m

    Etisalat Nigeria’s subscriber base has hit 17 million in five years of roll-out in the country, its Acting Chief Executive Officer, Mathew Willsher, has said.

    Speaking at the unveiling of three new bundles for its Easyflex data bundle product, he said the development is a significant milestone for the telco and a testimony of the superior services and innovative products it has been offering its customers in the country. the three new bundles are Flex 4000, Flex 10000 and Flex 20000, to the Easyflex bouquet.

    According to the telco, the three new bundles were introduced to ensure that Etisalat Easyflex customers enjoy the best value from their flex packages. The reloaded Easyflex offers the cheapest tariffs for voice, SMS and Pay As You Go data, and therefore serves as a ‘one-stop-shop’ for all voice & data needs of high value customers.

    Willsher said the company is not only committed to unveiling new products and services, but also offering value and affordable tariffs that are of utmost benefit to its customers.

    The CEO said: “The new Easyflex now comes with an exciting data bonus. Customers on any of the new bundles will receive 100 per cent bonus when they purchase any data plan from 1.5gigabyte (GB) and above, within the next six months. If they activate at any Etisalat Experience Centre, they will receive two complimentary SIM cards, to share the same data plan on other devices like iPads, smartphones and modems.”

    Willsher added that the new bundles were introduced to the Easyflex bouquet to ensure that its esteemed customers can start off the New Year with one convenient and affordable communication package that caters to all their voice and data needs, and emphasised that the total bonus on the bundles is as much as 225 per cent.