..Airtime credits to cover November–January service failures
..Operator unveils major infrastructure upgrade to restore confidence
The Nigerian Communications Commission (NCC) has directed telecommunications operators to immediately begin compensating subscribers for poor quality of service, in a decisive move to strengthen consumer protection across the sector.
Executive Vice Chairman of the NCC, Aminu Maida, disclosed this on Thursday during a breakfast meeting with technology correspondents in Lagos.
He said affected subscribers would start receiving airtime compensation within 24 to 48 hours, covering service lapses recorded between November and January.
The directive signals a tougher regulatory stance following widespread complaints by Nigerians over declining network performance in recent months.
Responding to the order, MTN Nigeria, the country’s largest telecom operator with over 87 million subscribers, confirmed it has commenced the process of crediting impacted customers in affected locations.
However, the company acknowledged that compensation alone would not resolve the persistent service challenges, unveiling a broader plan aimed at overhauling its network operations.
MTN said it is scaling up capital investment to address infrastructure deficiencies, with a focus on expanding capacity, reducing congestion, and improving service quality, particularly in densely populated urban centres.
The telecom giant also disclosed plans to accelerate the deployment of next-generation network equipment, while strengthening resilience against disruptions caused by fibre cuts, erratic power supply, vandalism, and other external risks.
In a strategic shift, MTN emphasised deeper collaboration with tower infrastructure providers to ensure base stations meet stricter global performance standards, noting that improved service delivery requires coordinated efforts across the telecom value chain.
The operator further pointed to systemic challenges beyond its direct control, including right-of-way constraints, security concerns, and unstable electricity supply, which continue to impact network reliability nationwide.
Despite these hurdles, MTN reaffirmed its long-term commitment to Nigeria’s digital economy, stressing that sustained investment is essential to support millions of users who depend on mobile connectivity for business, education, and financial services.
Meanwhile, the NCC also addressed concerns over the recent dispute between telecom operators and the Federal Competition and Consumer Protection Commission (FCCPC), which led to the suspension of airtime and data credit services.
Maida clarified that both regulators are working collaboratively to resolve the issue, explaining that while telecom operators are licensed by the NCC, third-party providers offering digital credit services must secure approvals from the FCCPC.
Industry analysts say the combined push for subscriber compensation and regulatory alignment reflects a maturing telecom sector, where service quality, consumer rights, and digital innovation are increasingly subject to stricter oversight.
For MTN, the development presents both a challenge and an opportunity. While compensation payouts and infrastructure investments may pressure short-term earnings, improved network performance is expected to boost customer satisfaction and reinforce its market leadership.
As Nigeria accelerates its transition to a digital-driven economy, regulators are making it clear that future growth in the telecom industry will be defined not just by scale, but by service delivery and accountability.
