Poor Service: NCC Orders Telcos To Compensate Subscribers With Airtime

The Nigerian Communications Commission (NCC) has directed telecommunications operators to compensate subscribers with airtime credits for poor network service.

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The Executive Vice-Chairman of the NCC, Aminu Maida, disclosed this on Thursday during a media breakfast meeting in Lagos.

He said the directive followed verified failures by operators to meet minimum quality-of-service standards in several parts of the country.

“It is not a refund from the regulator but a compliance obligation placed on service providers,” Maida said.

According to the NCC boss, affected subscribers will receive airtime credits for service lapses recorded between November 2025 and January 2026.

He added that beneficiaries would be notified of the cause and value of the compensation.

“Independent checks will confirm that affected subscribers are properly credited,” he said, warning that sanctions may be imposed on non-compliant operators.

Maida stressed that telecom operators must take full responsibility for service deficiencies.

He said the compensation framework forms part of broader efforts to improve accountability and restore consumer confidence in the sector.

The commission has also strengthened its monitoring system by shifting performance tracking from the state level to local government areas.

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

To address network challenges, telecom operators plan to upgrade about 12,000 base stations in 2026. Maida said only about 300 upgrades were completed in 2025, contributing to congestion amid rising data demand.

However, he noted that about 2,800 upgrades have already been completed in early 2026.

The upgrades include expansion of existing capacity, deployment of new infrastructure, and migration from older 2G and 3G networks to 4G and 5G.

Maida described spectrum as the “highways” of telecommunications, noting that improved allocation has enhanced data speeds in some areas.

He cautioned that improved service may not immediately translate into better user experience due to rising data consumption.

“When service improves, usage increases… congestion [can return] faster than expected if capacity is not continuously expanded,” he said.

Maida emphasised that sustained investment in fibre infrastructure remains critical to delivering affordable, high-quality internet nationwide.

He added that the NCC would continue to monitor key performance indicators such as data speed and latency.