Poor Network Crisis: NCC Orders Telcos To Pay Subscribers Airtime Compensation

The Nigerian Communications Commission (NCC) has instructed telecom operators to compensate subscribers with airtime for periods of poor network performance.....KINDLY READ THE FULL STORY HERE▶

The Executive Vice-Chairman of the NCC, Aminu Maida, announced the directive on Thursday during a media breakfast session in Lagos, stating that it follows confirmed failures by operators to meet minimum quality-of-service standards in parts of the country.

Maida clarified that the measure is not a refund from the regulator but a mandatory compliance requirement imposed on service providers.

He explained that affected customers will receive airtime credits for service disruptions recorded between November 2025 and January 2026, with users to be informed of the reason and value of the compensation.

According to him, independent verification will ensure that all eligible subscribers are properly credited, while operators that fail to comply may face sanctions.

He stressed that telecom companies must take full responsibility for service shortcomings, adding that the compensation policy is part of broader efforts to improve accountability and rebuild consumer trust in the sector.

The NCC has also enhanced its monitoring system by shifting performance evaluation from state-level tracking to a more detailed local government-based approach. Maida said this would allow the commission to identify specific locations and periods of poor service more accurately.

On infrastructure improvements, telecom operators are expected to upgrade about 12,000 base stations in 2026, following only 300 upgrades completed in 2025, which contributed to network congestion amid rising data usage. He added that about 2,800 upgrades have already been completed in early 2026.

The upgrades include expanding network capacity, deploying new infrastructure, and transitioning from older 2G and 3G systems to 4G and 5G technologies.

Maida noted that while improved spectrum allocation has boosted data speeds in some areas, higher usage levels could still lead to congestion if capacity expansion does not keep pace.

He emphasised the need for continuous investment in fibre infrastructure to ensure affordable and reliable internet services nationwide, adding that the NCC will continue to closely monitor key indicators such as speed and latency.

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