- NCC Orders Telcos To Compensate Subscribers Over Poor Network
- Subscribers affected between November 2025 and January 2026 to benefit
- Operators face sanctions for failure to meet service standards
The Nigerian Communications Commission has directed telecommunications operators to compensate subscribers with airtime credits for poor network service.
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EKO HOT BLOG reports that the Executive Vice Chairman of the commission, Aminu Maida, disclosed this on Thursday during a media briefing in Lagos, stating that 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.
He explained that affected subscribers would receive airtime compensation for service lapses recorded between November 2025 and January 2026. According to him, beneficiaries will be notified of both the cause of the disruption and the value of the compensation.
“Independent checks will confirm that affected subscribers are properly credited,” he said, warning that sanctions could be imposed on operators who fail to comply.
Maida stressed that telecom operators must take responsibility for service deficiencies, noting that the compensation framework is part of efforts to improve accountability and rebuild consumer trust 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,” he explained.
To address persistent network challenges, telecom operators have outlined plans to upgrade about 12,000 base stations in 2026. Maida said only about 300 upgrades were completed in 2025, which contributed to network 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 infrastructure and migration from older 2G and 3G networks to more advanced 4G and 5G systems.
Maida described spectrum as the “highways” of telecommunications, adding that improved allocation has boosted data speeds in some locations. He cautioned, however, that improved service may not immediately translate to better user experience due to rising consumption.
“When service improves, usage increases… congestion [can return] faster than expected if capacity is not continuously expanded,” he said.
He emphasised that sustained investment in fibre infrastructure remains critical to delivering reliable and affordable internet nationwide.
