9mobile faces backlash over ongoing service disruptions after a fire at its Lagos data center and fiber cuts, with customers calling for regulatory action.
9mobile has attributed its recent nationwide service outage to a fire incident at its main data center in Lagos, compounded by several fiber cuts. The company issued a public apology to its approximately three million customers, acknowledging the inconvenience caused by the disruptions.
Details of the Incident
The fire occurred late on the night of December 17, 2024, causing significant service interruptions for 9mobile users across the country. In an official statement released on December 18, 2024, the company explained that the fire severely impacted voice and data services, with Lagos and the South-West region being the hardest hit.
“9mobile sincerely apologizes for the recent service outages experienced by our valued customers which have affected our ability to provide voice, data, and internet services,” the company said in the statement.
While the fire incident was the primary cause of the latest outage, 9mobile also acknowledged that the network had been dealing with intermittent service disruptions in the days leading up to the fire. The company noted that fiber cuts had been affecting its infrastructure, contributing to varying degrees of service issues, including a significant fiber cut on backbone links in Lagos, which caused a nationwide data outage.
“Prior to the fire incident, our network experienced major fiber interruptions leading to varying degrees of outages,” stated 9mobile.
Following the fire, 9mobile’s technical team has been working tirelessly to restore services. The company reported that certain areas, including parts of the North and South-South regions, have already seen their services restored. However, the restoration process continues in other affected regions.
“At 9mobile, customer satisfaction is our top priority. We value the trust you place in us and appreciate your patience and understanding during this challenging time,” the statement concluded.
History of Service Disruptions
The latest outage adds to a growing list of service disruptions 9mobile has faced in recent months. Earlier in July 2024, the company experienced outages that lasted more than six days, attributed to fiber cuts and damage to infrastructure. These ongoing issues have led to a decline in customer satisfaction, with many users opting to port to other networks due to the persistent service lapses.
On social media, 9mobile’s customers have expressed frustration over the recurring outages, with many demanding action from the Nigerian Communications Commission (NCC). Several users reported being unable to make calls or access mobile data during the recent outages.
One subscriber commented:
“It’s been too long without resolution. This is a serious issue, and we need the NCC to step in.”
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