Caught in the Crossfire: A Telecoms Consumer’s Perspective on Interconnect Debt Wars

For  entrepreneur like, Amedu Joyce, the disconnection felt like a betrayal. “I rely on seamless communication to connect with my suppliers and clients. The sudden service disruption made me lose a major deal because I couldn’t receive calls from MTN users,” she lamented. Amedu’s story is just one of many across Nigeria as telecom subscribers found themselves stranded in a conflict they neither caused nor understood.

The crux of the interconnect debt issue lies in unpaid charges accrued from calls terminated on different networks. Smaller telecom operators like Exchange Telecommunications often depend on larger players like MTN to terminate calls on their networks. However, when debts pile up, the dominant operators push for disconnection to recover funds. While this might seem like a fair business practice, the ripple effects on consumers are profound.

The fallout highlights a broader systemic issue within Nigeria’s telecoms ecosystem. In the absence of stringent preemptive measures, such disputes often escalate to service disconnections, leaving consumers as collateral damage. Take the 2020 case of Smile Communications, which faced similar NCC sanctions for interconnect debt. Consumers were left scrambling for alternatives as services went offline, showcasing the recurring nature of this problem.

The disconnection episode raises important questions about consumer rights and the role of regulators in safeguarding them. Should consumers bear the brunt of corporate financial disputes? Why isn’t there a seamless transition mechanism to ensure uninterrupted service during such conflicts?

Stakeholders like the NCC, telecom operators, and consumer advocacy groups must strike a balance. The NCC’s proactive enforcement of interconnect rules is commendable, but mechanisms that prioritize consumer welfare during enforcement actions are essential. A more consumer-centric approach could include advance notifications, temporary service redirection, or expedited resolution processes.

As Nigeria pushes for a more robust digital economy, episodes like these serve as a stark reminder of the need for a resilient telecom framework. For consumers like Amedu, the hope lies in a future where their voices are heard, their rights are protected, and their communication remains seamless—even amid corporate disputes.

The NCC, as the industry regulator, holds the power to lead this transformation. With innovative policy-making and a focus on consumer-centric practices, it can ensure that no Nigerian is left disconnected again.