We rely on our phones for everything — from business calls and quick chats to streaming and scrolling through social media. But let’s be honest: how often do you find yourself sighing in frustration when a call drops, your internet lags endlessly, or a message takes forever to send?
These frustrations all come down to one thing: Quality of
Service (QoS) — a term that describes how well your mobile network actually
performs in real life.
In Nigeria, the Nigerian Communications Commission (NCC)
oversees and measures this quality. The NCC regularly checks how well major
telecoms like MTN, Glo, Airtel, and 9mobile (now T2 Mobile) are doing
and releases reports to keep the public informed. But what exactly is QoS, what
is the NCC discovering, and are we really getting better service as customers?
What Is Quality of Service (QoS)?
Quality of Service is basically the real experience
you get from your mobile network — not just the number of signal bars on your
phone. It’s about reliability, speed, and consistency. Here are some of the
main things that define it:
- Call
Success Rate: How often calls connect smoothly and stay connected
without dropping.
- Data
Speed (Throughput): The real browsing or download speed you
experience.
- Latency
(Response Time): How quickly the network reacts — crucial for gaming,
video calls, and real-time apps.
- SMS
Delivery Rate: How quickly and reliably your text messages are sent
and received.
- Network
Availability: Whether the network is actually working when you need it
most.
What the NCC’s Reports Reveal
The NCC measures these indicators nationwide and sets
minimum performance benchmarks that all network operators must meet.
Signs of Improvement
- Targeted
Fixes: When the NCC identifies poor-performing areas or networks, it
can issue warnings, fines, or orders for corrective action. This often
pushes telecom operators to invest in network upgrades.
- Infrastructure
Growth: More cell towers, expanded fiber connections, and new
technologies are being deployed. Over time, this should mean better
coverage and faster service in previously neglected areas.
- Speed
Boosts: The wider rollout of 4G and the gradual arrival of 5G
have noticeably improved internet speeds in cities like Lagos, Abuja, and
Port Harcourt.
Ongoing Problems
- Uneven
Performance: A network might perform excellently in one state and
terribly in the next. Even within a single city, performance can swing
from fast to frustrating depending on location.
- Urban
vs Rural Divide: Big cities enjoy stronger, faster service, while
smaller towns and rural communities still lag behind.
- Persistent
Network Glitches: Dropped calls, buffering during peak hours, and
patchy coverage remain common in many areas.
- External
Factors: Power shortages, vandalism, and fiber cuts frequently disrupt
service — problems that are often beyond the networks’ immediate control.
How Do Customers Feel?
Ultimately, the true measure of QoS is how customers feel
about their everyday experience.
- Mixed
Reactions: City dwellers with good 4G or 5G access generally enjoy
smoother experiences. But users in low-signal or congested areas still
face daily frustrations.
- Power
Supply Issues: When telecom sites lose electricity, networks go down —
even in areas with normally excellent coverage.
- Customer
Support Challenges: Long call center wait times, unresolved
complaints, and billing errors also contribute to dissatisfaction.
- Economic
Pressure: Currency fluctuations and the high cost of importing telecom
equipment make it difficult for operators to invest as aggressively as
they’d like in improving service.
What Needs to Change?
For Nigeria’s mobile experience to truly improve, everyone
has a role to play — from regulators to operators and even users.
- Operators
Must Keep Investing: Telecom companies need to expand fiber networks
and adopt sustainable energy solutions like solar-powered base stations.
- Stable
Electricity Matters: A more reliable national power supply would
reduce running costs and allow networks to channel more funds into
improving service quality.
- Protect
the Infrastructure: Safeguarding towers, cables, and other critical
assets from theft or vandalism will prevent unnecessary outages.
- Regulation
and Accountability: The NCC must continue to enforce high QoS
standards and ensure that operators meet them consistently.
- Consumer
Feedback Counts: Customers should keep reporting poor service directly
to their providers — and escalate unresolved issues to the NCC.
The Road Ahead
Nigeria’s telecom landscape has made undeniable progress —
especially with faster internet in major cities. But there’s still a long way
to go before every user, from city centers to remote villages, enjoys reliable,
high-quality service.
The NCC’s reports give us a technical snapshot of the
journey so far. Still, the real verdict lies with you — the user.
So, tell us: what’s your biggest mobile network
frustration right now?
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