VANDALISM: MTN closes stores, service centers across Nigeria
Telecommunication firm MTN Nigeria on Tuesday announced the closure of all its stores and service centers across the country.
The company however directed its customers to use its “digital channels” for support.
This decision was made in response to significant public outrage following the disconnection of numerous subscribers’ lines due to issues related to the National Identification Number (NIN) and Subscriber Identification Module (SIM) registration.
The disconnections occurred on July 28, 2024, as part of a regulatory compliance effort mandated by the Nigerian Communications Commission (NCC).
Vandalism
The disconnection led to widespread frustration among subscribers, culminating in protests and acts of vandalism against MTN’s properties. A viral video showed a mob destroying a barricade outside an MTN office in FESTAC Town, Lagos State.
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This incident was indicative of the anger felt by many customers who were unable to access their phone lines due to mismatches between their NINs and SIM registrations.
In response to these events, the Lagos State Police intervened to restore order at the scene of the vandalism. The police emphasized that such actions were not acceptable and urged for peaceful resolutions.
Regulatory issue
The NCC had previously set deadlines for telecom operators to ensure that all subscribers linked their NINs with their SIMs. Despite several extensions—most recently until July 31, 2024—many users failed to comply, resulting in mass disconnections over the weekend. The NCC stated that this policy aims to enhance national security and maintain an accurate database of SIM ownership.
Following public outcry regarding the abrupt disconnections, the NCC directed all mobile service providers, including MTN, to reactivate disconnected lines temporarily. This directive was intended to give consumers additional time to complete their NIN-SIM linkage.
MTN’s Response
In light of these developments and ongoing tensions with customers, MTN decided to close its offices nationwide on July 30, 2024. The company communicated this decision through its official support channel on X (formerly Twitter), advising customers to utilize digital channels for assistance during this period.
This closure reflects both a precautionary measure against further unrest and an acknowledgment of the challenges faced by consumers in navigating regulatory requirements.
