The Nigerian Communications Commission (NCC) has directed mobile operators to compensate subscribers for poor network quality on Sunday. This action responds to persistent hitches.
Consequently, erring operators must pay affected users directly for breaches of Quality of Service (QoS) Key Performance Indicators (KPIs). This is a mandatory requirement.
The commission stated that users should not bear the full burden of service disruptions. This instruction follows months of declining service standards across the country.
“Under this directive, erring operators will compensate affected users directly for breaches of Quality of Service (QoS) Key Performance Indicators,” the NCC stated.
“The compensation will be provided in the form of airtime credits, calculated based on subscribers’ average spending patterns,” the commission clarified.
Meanwhile, these credits will be issued specifically to those within Local Government Areas where service failures occur. This ensures that the relief reaches those affected.
Furthermore, the commission reported that telecommunications services underpin all modern economic activity. Poor quality results in lost productivity and lower commercial revenue.
“When service quality is poor, the consequences affect productivity, commercial activities, and even public confidence,” explained Nnenna Ukoha of the NCC.
“The commission is adopting a more consumer-focused approach that strengthens accountability within the industry,” she added during the press briefing.
NCC Mandates Airtime Compensation for Network Failures
Subscribers in Lagos, Ogun, and Abuja recently challenged network providers to match their service quality with the 50% tariff hike. This increase was approved in January 2025.
“The situation is causing frustration for many Nigerians, especially where the network was bad before,” stated Victoria Dania, a frustrated telecom consumer.
“I think they should wake up to their responsibilities. Government also should call them to order. Many people are losing money,” she continued in her complaint.
Meanwhile, Daily Independent reported that many people are suffering from high rates of dropped calls and slow video streaming despite paying higher rates.
However, some infrastructure experts alleged that the current challenges result from necessary system upgrades. These upgrades are intended to handle a 40% surge in data demand.
“There have been complaints across the country because of the poor service. But I believe the development will be for some time,” stated contractor Henson Amahor.
“When the upgrades some of the telecom companies are carrying out are completed, I believe there will be significant improvement,” he added.
Major providers like MTN, Glo, and Airtel invested over $1 billion in 2025. Specifically, MTN Nigeria recorded an investment of ₦1 trillion to double its capacity.
Furthermore, these funds supported the deployment of 2,850 new sites. These locations are intended to strengthen the 4G backbone and expand 5G coverage nationwide.
Telco Operators Invest ₦1 Trillion Amid Service Crisis
The Association of Licensed Telecoms Operators of Nigeria (ALTON) argued that the tariff review was necessary to save a dying sector. They promised future satisfaction.
“So, what the tariff hike will do for us is that it will bring the industry out of the woods,” stated ALTON Chairman, Engr Gbenga Adebayo.
“Now that we have this tariff review in place, we need to begin the recovery process that will improve telecom services,” he explained to stakeholders.
Furthermore, he assured the public that the industry would prioritize customer satisfaction. However, he cautioned that the expected improvements would not be immediate.
“We will now start our recovery process as an industry, part of which will be to put at the forefront, customer satisfaction,” Adebayo stated.
Meanwhile, the NCC is also targeting Tower Companies. These entities own the masts and physical infrastructure essential for providing a stable signal to mobile devices.
The commission is mandating these companies to use their existing fine payments to fund new infrastructure. This ensures that financial penalties result in physical improvements.
“The commission is also mandating tower companies to invest in infrastructure with measurable outcomes using sums that it has fined these companies,” Ukoha reported.
Consequently, the regulatory body plans to reinforce the obligation of operators to invest in network resilience. This is vital for Nigeria’s expanding digital future.
The goal is to foster a transparent sector where every subscriber receives the quality they deserve. Meanwhile, monitoring teams will continue to track performance in real-time.
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