Mobile

Cell C earns top recognition in DataEQ's 2026 index for network quality and customer experience in South Africa

Cell C has been recognised among South Africa's top-performing mobile network operators for customer experience and network quality in the 2026 SA Telecoms Customer Experience Index, an independent study by data science company DataEQ

The index analysed more than 652,000 public customer conversations posted on Facebook, X and HelloPeter between October 2025 and March 2026. Rather than relying on surveys or panels, the study measures customer sentiment based on publicly shared experiences with mobile network providers.

The report comes at a time when South Africa's telecommunications sector has faced growing customer frustration over network outages, billing issues and unresolved service requests. Against this backdrop, Cell C emerged as one of the strongest performers in both customer experience and network quality.

Strongest performer for network quality

Cell C achieved the highest network quality rating in the study, recording a Net Sentiment score of +45%. It was the only major mobile operator to receive a positive score in this category, while all other leading providers recorded negative results.

According to the report, positive customer sentiment was largely driven by reliable network connectivity, particularly in areas where users believed competing operators were underperforming. The findings also reflect Cell C's asset-light operating model, which prioritises investment in network performance and customer reliability.

The company's Escape the City, Not the Signal campaign also contributed to positive engagement by encouraging customers in rural and remote communities to share their connectivity experiences, highlighting dependable coverage beyond major urban centres.

Customer experience outperforms industry average

Cell C was also one of only two operators to achieve a positive Operational Customer Experience Net Sentiment score, recording +11%, compared with the industry average of -8%.

The report attributes this performance to positive customer perceptions of network coverage, data reliability and overall value for money.

In the area of mobile data services, Cell C recorded a +12% sentiment score, with customers praising the consistency and predictability of its data offerings. The report also found fewer complaints relating to data bundle depletion or missing data allocations compared with the wider industry.

The company additionally received positive feedback for its digital customer channels, including self-service options and promotions available through the Cell C App. Continued investment in digital platforms forms part of Cell C's broader strategy to improve customer experience.

Areas for further improvement

While recognising Cell C's strengths, the report also identified opportunities for improvement, particularly around customer service resolution times and account administration. The company said these findings will help shape future investment priorities alongside its continued focus on network reliability and customer value.

"Our customers have always been our greatest source of insight and accountability," said Melanie Forbes, chief marketing officer of Cell C. "This recognition is meaningful because it reflects the voices and experiences of the people we serve. Being recognised for both customer experience and network quality tells us that customers are seeing the impact of the work being done to consistently improve reliability, consistency and value.

"We also take seriously what this data tells us about where customers still expect more from us, particularly in how quickly and effectively we resolve their queries. That is where our focus turns next.

"Connectivity is not simply about staying online. It is about helping people access opportunities, building businesses, learning new skills and staying connected to their communities. As a brand that strives to be an ally to our customers, we remain focused on delivering the experiences that help South Africans connect to what matters most."

The recognition reinforces Cell C's ongoing efforts to enhance network reliability, strengthen customer trust and improve digital services. The company says the findings will guide future improvements across the customer journey while building on the progress already achieved in network performance and service quality.

EBRD commits €270m (approx. US$308.7mn) to expand Yas' 4G, 5G and fibre infrastructure across Senegal and Kenya. (Image source: AXIAN Telecom)

The European Bank for Reconstruction and Development (EBRD) has approved a senior financing package of up to €270 million (approx. US$308.7mn) for Yas, the pan-African telecommunications operator owned by AXIAN Telecom, to accelerate digital infrastructure investment and strengthen connectivity across Africa

The transaction marks the EBRD's first investment in Senegal and represents a landmark deal for the Bank in sub-Saharan Africa, combining long-term financing, local-currency lending and institutional capital mobilisation to support the region's growing digital economy.

The financing package includes a committed facility of up to €170 million (approx. US$194.4mn) to fund Yas' capital expenditure programme in Senegal and Kenya. This comprises a €100 million (approx. US$114.3mn) EBRD A-loan, a B-loan of up to €50 million (approx. US$57.2mn) to be syndicated to institutional investors under the Bank's A/B loan structure, and a local-currency facility equivalent to up to €20 million (approx. US$22.9mn) in Kenyan shillings. The transaction is the EBRD's first local-currency financing in sub-Saharan Africa and also its first A/B loan in the region. As part of the syndication, ILX Fund, an Amsterdam-based impact private credit fund specialising in emerging markets, will provide a significant investment in the B-loan.

The agreement also includes an uncommitted facility of up to €100 million (approx. US$114.3mn) to finance eligible future acquisitions by Yas and support additional capital expenditure across selected EBRD countries of operation in sub-Saharan Africa.

In Senegal, the investment will fund the expansion and modernisation of Yas Senegal's 4G and 5G mobile networks, reinforce core telecommunications infrastructure and accelerate fibre deployment. In Kenya, the financing will support the expansion and modernisation of fibre infrastructure following Yas' acquisition of Wananchi in 2025, enhancing broadband availability, network performance and service quality in one of East Africa's most dynamic telecommunications markets.

The investment is expected to strengthen competition in both countries by enabling local operators to expand their capabilities while improving access to reliable, affordable digital services for businesses and consumers.

Alongside the infrastructure investment, Yas has also committed to increasing female representation across its workforce and leadership teams, while introducing targeted programmes to promote women's participation in the digital economy through skills development and inclusive employment initiatives.

EBRD president Odile Renaud-Basso said: "I am very pleased to sign this first investment agreement with Yas, which reflects the EBRD's commitment to strengthening digital connectivity. By supporting long-term investment in critical digital infrastructure, we will help to build more resilient and competitive markets while mobilising additional capital from institutional investors to accelerate sustainable development and innovation."

Hassan Jaber, group CEO of Yas, stated, "Nearly one in ten people across Africa still live outside mobile network coverage. Closing that gap has been central to Yas' growth and is at the heart of this agreement. This is the largest financing our group has ever raised, and it will accelerate our 4G, 5G and fibre investments in Senegal and Kenya. It also marks the start of an important new partnership for Yas and the EBRD."

Kirstine Damkjaer, chief investment officer at ILX Fund, commented, "Africa is one of the fastest-growing digital markets in the world, with connectivity playing an important role in economic development, financial inclusion and job creation. We are pleased to support Yas' expansion alongside the EBRD, helping to strengthen essential digital infrastructure in the region and further increasing ILX's investment support across Africa."

Originating in Madagascar, Yas has grown into one of Africa's fastest-expanding telecommunications companies, operating across 11 markets in Africa and the Indian Ocean. Its portfolio spans three core business areas: mobile and fixed telecommunications services, fintech solutions, and digital infrastructure, including telecommunications towers, backbone fibre networks and data centres.

Senegal and Kenya became EBRD shareholders and countries of operation in 2025, expanding the Bank's footprint in sub-Saharan Africa. Through investments such as this, the EBRD aims to support private sector-led growth, bridge critical infrastructure gaps, promote economic diversification and advance climate-resilient development across the region.

IFC's US$150mn financing will help Airtel Africa expand mobile networks and advance digital inclusion across Africa

IFC has announced a US$150mn financing package for two subsidiaries of Airtel Africa to support the expansion and modernisation of mobile network infrastructure across the continent

The loan will enable Airtel Africa to strengthen and extend its mobile networks over the coming years, improving access to high-speed data services in underserved communities. The investment is expected to enhance digital connectivity, helping small businesses expand, entrepreneurs reach new customers and young people access digital services and opportunities.

The financing builds on the long-standing partnership between IFC and Airtel Africa, which is focused on increasing access to reliable internet connectivity across Africa. By improving network capacity and extending coverage, the initiative aims to support economic activity that increasingly relies on digital infrastructure, including mobile money services, online commerce and informal sector businesses.

Sunil Taldar, CEO of Airtel Africa, said, “Through our ongoing partnership with IFC, we are advancing the expansion and modernisation of our network, underpinning a core pillar of our strategy. It also reflects our ambition to accelerate digital inclusion, scale access to digital tools and services, and enable greater economic opportunity for individuals and communities.”

Supporting digital inclusion and economic growth

According to IFC, stronger digital infrastructure can contribute to broader economic development by improving access to markets, services and employment opportunities.

Dan Croft, acting regional manager for infrastructure in Eastern Africa at IFC, commented, “Expanding digital connectivity is ultimately about expanding opportunity. Stronger networks help businesses reach new customers, enable workers to access wider markets, and connect young people to skills and services that shape their future. Through IFC’s partnership with Airtel Africa, we are supporting the infrastructure that translates connectivity into jobs, inclusion, and sustained growth across Airtel Africa’s markets.”

In addition to the financing, IFC said its continued support through longer-tenor and local currency funding strengthens Airtel Africa's capacity to invest with greater confidence, support sustainable growth and deliver long-term benefits across its operating markets.

Strengthening digital infrastructure across sub-Saharan Africa

Expanding reliable digital infrastructure remains a key part of IFC's strategy for promoting inclusive economic growth in sub-Saharan Africa. The organisation said stronger telecommunications networks help create opportunities for entrepreneurship, encourage business development and support job creation at scale.

Over the past decade, IFC has committed and mobilised more than US$12bn for telecommunications, media and technology investments across emerging markets.