The state of the cellular network in Ghana has been a growing concern for citizens over the past decade. In the last ten years, the number of network operators has shrunk from six to three, consisting of the privately owned MTN and the government-controlled Vodafone and AirtelTigo. Recent news of a private investor potentially taking over Vodafone has added a layer of uncertainty to the situation. With limited public information on this transaction, Ghanaians are left to ponder the implications for their already deteriorating cellular services.
Lagging Technological Progress
As the year is 2023, expectations for cellular network quality have evolved. While many countries have embraced 5G technology, portions of Ghana still rely on outdated 2G or Edge networks. This technological lag not only inhibits communication but also hinders the country’s economic and social development. The inability to keep up with global advancements raises questions about the allocation of resources and the priorities of network operators and regulators alike.
Declining Call Quality
In recent months, the quality of voice calls in Ghana has witnessed a decline, with reports of dropped calls and the inability to connect to dialed numbers. Such issues highlight the inadequacies of the current network infrastructure, adversely affecting individuals, businesses, and emergency services alike. The frustrations stemming from these communication challenges underscore the urgency for improvements in the cellular network’s reliability.
Profitability vs. Service Quality
The discrepancy between cellular network service quality and the financial success of network operators is a subject of growing discontent among Ghanaians. While MTN declared a significant increase in profits for the first half of 2023, the National Communication Authority (NCA) seemingly remains passive in addressing the prevailing service issues. This stark contrast between high profits and diminishing service quality raises concerns about the prioritization of profit over customer satisfaction and the public good.
The Emergence of Mobile Money Services
An additional concern raised by the citizens of Ghana is the increasing focus of cellular network companies on mobile money (MOMO) services at the expense of their core cellular services. The dominance of MOMO-related services is evident in customer service centers, where a disproportionate number of staff attend to MOMO customers compared to those dealing with cellular service complaints. This shift in focus poses questions about the primary responsibilities of these companies and their regulatory oversight.
Opaque Billing Practices
The transparency of billing practices has also come into question. In the past, consumers were informed about charges per second for voice calls and charges per kilobyte for data usage. However, the present scenario often leaves users confused, with data or credit disappearing rapidly without a clear understanding of the charges incurred. This opacity in billing undermines consumer trust and further emphasizes the need for increased regulatory intervention.
A Plea to the National Communication Authority (NCA)
As a vital regulatory body, the NCA holds a responsibility to ensure that cellular network operators deliver high-quality services to the citizens of Ghana. Cellular and data services have transformed into essential utilities integral to daily life, underscoring the importance of their reliable and accessible provision. Ghanaians implore the NCA to fulfill its role by safeguarding the interests of the consumers, and ensuring that the networks are dependable across the entire coverage area of the country.
