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Telecoms Operators Could Lose Half Their Customers Next Year- Ovum

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Telecoms operators can be sure to keep only about half of their existing customer base over the next 12 months, according to Ovum’s recently published major global survey, 2014 Telecoms Customer Insights.

About a quarter of all users globally say they will definitely change providers, with another quarter indicating they may do so.

“The research provides one of the largest and most unique global data sets that illuminates the significant differences in users’ churn patterns in incredible detail,” said Dobardziev.

For example, the survey finds that almost twice as many customers of Airtel India or LG U+ in Korea plan to churn more than the global average of 23%.

In contrast customers of Vodafone Germany or NTT DoCoMo in Japan are much more loyal, with only about 1 in 10 indicating they plan to switch operators.

The survey shows that the quality of the mobile broadband experience is the leading driver for mobile operator churn, with 37% of consumers globally saying that they either have left or plan to move to another provider because of slow connection speeds. For operators, these findings highlight the importance of investing in broadband.

The survey, which included over 15,000 consumers and 2,700 enterprises in 15 major global markets, also underlines the global importance of being online.

 “Being online is by far the most important thing in consumers’ digital media lives,” says Angel Dobardziev, practice leader at Ovum. “When we asked consumers to rate a range of activities on a scale from ‘essential’ to ‘unimportant’, browsing the Web came top, with nearly 6 out of 10 consumers rating it as essential. By comparison, an old favourite such as watching TV was rated by only 3 out 10 consumers as essential, scoring as less important than reading the news (50% of consumers), reading a book (45%) and listening to music (42%).”

The survey also found that iPhone users are much more likely to churn than those with another phone, and mostly in order to find a provider with faster mobile network speeds – again underlining how crucial the quality of broadband experience is to consumers.

Operators must deepen their understanding of consumers’ propensity to switch providers, not just in their own market, but more broadly given that global trends permeate national borders. “This must be combined with an evaluation of drivers for customer churn across different segments, markets and providers, with a view to gaining insight on the best, and worst, practices – despite differences in local market contexts and levels of competition,” said Dobardziev.

The survey could not reveal a position in the Nigerian telecom secto


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Telecom

MTN Nigeria Renews Spectrum Lease Agreement with NTEL

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MTN Nigeria Communications PLC has announced that the Nigerian Communications Commission (NCC) has approved the renewal of the spectrum lease agreement between MTN Nigeria and Natcom Development and Investment Limited (NTEL).

Uto Ukpanah, Company Secretary in a statement released recently said that the agreement covers the lease of NTEL’s 5MHz frequency division duplex (FDD) in the 900MHz spectrum band and 10MHz FDD in the 1800MHz spectrum band, which spans 19 states.

The renewal is for another two-year period, effective 1 May 2025. Additionally, the NCC has approved a one-year lease expansion of the spectrums, covering the remaining 17 states and the Federal Capital Territory (FCT), effective 1 January 2025.

Commenting on the transactions, MTN Nigeria CEO Karl Toriola said, “We are pleased with the renewal of the spectrum lease agreement with NTEL, which now includes coverage for all states, including the FCT.

“The lease enables us to enhance our 3G and 4G user experience as we improve coverage and capacity by utilising the spectrums.

“This positions us to capitalise on the growing demand for data and improve the delivery of services to our customers.”


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Glo Felicitates Nigerians on Christmas Celebration

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Nigeria’s technology company, Globacom, has extended warm felicitations to Nigerians on the occasion of the 2024 Christmas celebrations.

In a goodwill message released in Lagos, Globacom urged Nigerians to embrace the spirit of love and kindness during the festive season, especially in the face of prevailing economic challenges.

The company emphasized the importance of practicing the teachings of Jesus Christ, particularly the virtues of obedience to God and loving one’s neighbor as well.

“Christ taught many virtues including obedience to God and loving one’s neighbour as oneself”, the company said, adding, “Now is the apt time to practise these teachings by sharing with the needy”.

Globacom also encouraged Nigerians to extend the conviviality of Christmas beyond the festive season by fostering love, peace, and harmony, as demonstrated by God through the birth of Jesus Christ.

Assuring its customers of uninterrupted services throughout the Yuletide period and beyond, Globacom urged them to take advantage of its innovative products and services to stay connected and share the memories of the season with loved ones.


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FG Gives Banks, Telcos Six-Month Deadline to Resolve N250Bn USSD Debt

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Central Bank of Nigeria (CBN) and the Nigerian Communications Commission (NCC) have ordered Deposit Money Banks and Mobile Network Operators to settle the long-standing N250bn USSD debt dispute before January 2, 2025.

FG Gives Banks, Telcos Six-Month Deadline to Resolve N250Bn USSD Debt

The CBN and NCC also directed banks to pay the pre-Application Programming Interfaces (API) debt before July 2, 2025.

They also ordered that post-API debts be settled before December 31, 2024.

The directive was issued in a joint cirular titled, “2nd Joint Circular of the Central Bank of Nigeria and the Nigerian Communications Commission on the Resolution of the USSD Debt Issue Between Deposit Money Banks and Mobile Network Operators.”

The circular dated December 20, 2024, was signed by Oladimeji Taiwo, acting director of the Payments System Management Department, CBN, and Chizua Whyte, head of Legal and Regulatory Services, NCC.

The regulators said, “In view of the foregoing, the CBN and the NCC hereby direct DMBs and MNOs as follows: 1. That 60 per cent of all pre-API invoices must be paid as full and final settlement.

“Payment plans (lump sum or installments) must be agreed upon between a concerned DMB and MNO by January 2, 2025. Installments must be based on equal monthly payments, with full payment due by July 2, 2025.

“DMBs must pay 85 per cent of all outstanding invoices issued after the implementation of APIs (i.e., February 2022) by December 31, 2024.

“Similarly, 85 per cent of future invoices must be liquidated within one month of service.”

According to the regulators, the transition to end-user billing will be activated only for DMBs and MNOs that comply with the payment conditions cobtained in the circular.

CBN and the NCC said they would provide further guidance on public enlightenment initiatives related to the transition.

The regulators also directed MNOs to implement the “10-seconds rule” for USSD invoicing.

This implies that any session lasting less than ten seconds will not be billable.

The regulators added, “Failure to comply with the terms outlined in this directive will attract necessary sanctions, ensuring that both DMBs and MNOs uphold their obligations.”


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