The Nigerian Communications Commission has directed telecommunications operators to compensate subscribers with airtime credits for poor network quality, following verified service failures across several parts of the country.
The directive, announced by the commission’s Executive Vice-Chairman, Aminu Maida, applies to service lapses recorded between November 2025 and January 2026. It places the responsibility for compensation directly on operators, requiring them to credit affected users and notify them of the reason and value of the compensation.
The regulator said it will independently verify compliance and may impose sanctions on operators that fail to implement the directive. The move forms part of broader efforts to improve accountability and rebuild consumer confidence in Nigeria’s telecommunications sector.
To strengthen oversight, the commission has upgraded its monitoring framework, shifting performance tracking from state-level reporting to a more granular local government approach. This is expected to provide a clearer picture of service quality and enable targeted interventions in areas with persistent network issues.
Alongside the enforcement measures, operators are planning a significant infrastructure upgrade to address network congestion and rising data demand. The industry is targeting the upgrade of about 12,000 base stations in 2026, a sharp increase from just over 300 completed in 2025.
Early progress in 2026 shows improved momentum, with approximately 2,800 base stations already upgraded. The programme includes expanding capacity at existing sites, deploying new infrastructure, and upgrading legacy 2G and 3G networks to more advanced 4G and 5G technologies.
The commission noted that improved spectrum allocation and trading have contributed to better data speeds in some areas. However, it warned that gains in service quality may be offset by rapid growth in data usage, which can quickly lead to renewed congestion if capacity is not continuously expanded.
It also emphasised the importance of sustained investment in fibre infrastructure to deliver affordable and reliable internet access nationwide.
The NCC said it will continue to monitor key performance indicators such as data speed and latency, stressing that persistent poor service quality will no longer be tolerated under the current regulatory framework.
