The Nigerian Communications Commission (NCC) has directed telecommunications operators to compensate subscribers with airtime for poor network quality recorded in parts of the country.
Speaking at a media briefing in Lagos, the NCC Executive Vice-Chairman and CEO, Aminu Maida, said the directive followed verified failures by operators to meet minimum quality of service standards between November 2025 and January 2026.
He clarified that the compensation is not a refund from the regulator but a mandatory obligation for service providers, who must take full responsibility for service lapses.
According to Maida, affected subscribers will receive airtime credits along with notifications detailing the reason and value of the compensation. He added that the commission will independently verify compliance and may sanction operators who fail to act.
The NCC has also upgraded its monitoring system, shifting performance tracking from the state level to local government areas to better reflect users’ real experiences.
Maida said the compensation policy is part of broader reforms aimed at improving accountability and restoring consumer confidence in the telecoms sector.
He further disclosed that telecom operators plan to upgrade about 12,000 base stations in 2026 to address network congestion and rising data demand. About 2,800 upgrades have already been completed this year, compared to just over 300 in 2025.
The upgrades include expanding site capacity, deploying new infrastructure, and converting older 2G and 3G networks to 4G and 5G technologies.
While noting improvements in some areas, Maida cautioned that increased usage often offsets gains in service quality, stressing the need for continuous infrastructure investment, especially in fibre networks.
He reaffirmed the commission’s commitment to consumer protection, warning that persistent poor service delivery will no longer be tolerated.