NCC orders telcos to compensate subscribers with airtime for poor service

The Nigerian Communications Commission (NCC) has directed telecommunications operators to compensate subscribers with airtime credits over poor network quality recorded across parts of the country.

The directive was announced on Thursday by Aminu Maida, the commission’s executive vice-chairman during a media briefing in Lagos, where he said the move followed verified breaches of minimum service quality standards by operators.

“It is not a refund from the regulator but a compliance obligation placed on service providers,” Maida said, stressing that telecom firms must take full responsibility for service lapses.

According to him, the compensation applies to service failures recorded between November 2025 and January 2026 across multiple networks.

Affected subscribers are expected to receive airtime credits, alongside notifications detailing the reason and value of the compensation.

He added that the commission would conduct independent checks to ensure compliance, warning that sanctions could be imposed on operators that fail to credit eligible users.

Maida said the regulator has enhanced its monitoring system by shifting performance tracking from state-level assessments to a more localised framework at the local government level.

“This granular approach allows us to pinpoint exact areas and periods of poor service and move beyond general complaints,” he explained.

The compensation initiative, he noted, forms part of wider reforms aimed at improving accountability and rebuilding consumer confidence in the telecommunications sector.

Meanwhile, Maida disclosed that operators plan to upgrade about 12,000 base stations in 2026 to address persistent network challenges.

He said only about 300 upgrades were completed in 2025, contributing to congestion amid rising data demand, but noted that momentum has improved this year, with roughly 2,800 upgrades already carried out.

The planned upgrades include expansion of existing capacity, deployment of new infrastructure, and the transition from legacy 2G and 3G networks to 4G and 5G technologies.

Describing spectrum as the “highways” of telecommunications, the NCC boss said improved allocation has contributed to better data speeds in some areas.

However, he cautioned that increased usage often offsets gains in service quality.

“When service improves, usage increases. This often leads to congestion returning faster than expected if capacity is not continuously expanded,” he said.

He added that sustained investment in fibre infrastructure remains critical to delivering reliable and affordable internet nationwide, while reaffirming the commission’s commitment to enforcing service standards and protecting consumers.