Nigeria Directs MTN, Airtel, Other Telecom Operators to Compensate Subscribers for Poor Network Service

The Nigerian Communications Commission has directed mobile network operators to compensate subscribers who suffer poor network quality across the country.

The regulator said the measure will come in the form of airtime credits calculated according to each user’s average spending patterns and their location in specific Local Government Areas where service failures occur.

In a statement released on Sunday by its Head of Public Affairs, Nnenna Ukoha, the NCC declared that subscribers must no longer bear the full cost of service disruptions when operators fail to meet approved standards.

NaijaChoice News reports that the directive covers all licensed Mobile Network Operators — MTN Nigeria, Airtel Nigeria, Globacom and T2, formerly known as 9mobile.

Operators found guilty of breaching Quality of Service Key Performance Indicators will now pay affected customers directly instead of relying solely on regulatory fines.

The NCC described the policy as a clear shift toward stronger consumer-focused regulation in Nigeria’s telecommunications industry.

It also extended the order to tower companies, requiring them to channel any fines imposed on them into measurable infrastructure upgrades aimed at improving service delivery nationwide.

The latest move comes as millions of Nigerians continue to complain about frequent call drops, slow internet speeds, network congestion and unexplained data depletion despite rising tariffs.

Many users in major cities and rural communities alike have reported persistent signal failures and incomplete calls, issues that have frustrated businesses, students and everyday communication.

Telecom services remain critical to Nigeria’s economy, powering productivity, digital transactions and social connections. Persistent poor service, the NCC warned, erodes public confidence and hampers economic activities.

While the Commission had earlier prepared penalties totalling about ₦12.4 billion for repeated QoS violations, it now insists that direct compensation to subscribers offers more immediate relief.

Industry experts have long pointed to infrastructure gaps, power challenges and network overload as root causes, even as operators claim heavy investments in expansion.

The NCC said it will continue strict monitoring to ensure operators build more resilient networks and expand capacity to match the country’s fast-growing demand for reliable telecom services.

The regulator reiterated its commitment to fairness, transparency and accountability, promising that the new consumer-centric approach will hold the entire sector to higher standards.

Subscribers are expected to begin receiving the promised airtime credits once the necessary implementation guidelines are rolled out in the coming weeks.