Telcos ordered to compensate subscribers for Poor Network Service

Tuesday, March 31, 2026 - The Nigerian Communications Commission (NCC) has directed Mobile Network Operators to compensate subscribers in areas where network quality falls below approved standards.

The directive was disclosed in a statement issued by the Commission’s Head of Public Affairs, Nnenna Ukoha.

According to the NCC, the move is part of efforts to strengthen consumer protection and ensure that users are not left to bear the impact of poor service delivery.

Under the directive, affected subscribers will receive compensation in the form of airtime credits.

“The Nigerian Communications Commission has directed Mobile Network Operators to provide compensation to subscribers whose network quality of service experience is below specified targets within specific locations,” the statement said.

The Commission explained that erring operators will compensate users directly for breaches of Quality of Service (QoS) Key Performance Indicators (KPIs). Compensation will be calculated based on subscribers’ average spending patterns and their presence in affected Local Government Areas.

The NCC also directed tower companies to reinvest fines imposed on them into infrastructure improvements, particularly in areas affecting service quality such as telecom masts.

The regulator noted that the directive is part of a broader strategy to place consumers at the centre of Nigeria’s telecommunications ecosystem.

It emphasized that telecom services are critical to economic activities, social interaction, and access to digital opportunities, warning that poor service quality negatively impacts productivity, business operations, and public confidence.

The Commission added that it will continue to enforce compliance by ensuring operators invest in network resilience, expand capacity, and upgrade infrastructure to meet growing demand.

Nigeria’s telecom sector has faced persistent complaints over poor network quality, including dropped calls and slow data speeds.

In response, the NCC introduced new Quality of Service regulations in 2024, setting strict performance benchmarks for operators, including call drop rates, call setup success rates, and network congestion levels.

Under these rules, operators face penalties starting from about ₦5 million per infraction, with additional daily fines for continued breaches. Earlier this year, the Commission revealed that telecom operators could face penalties of about ₦12.4 billion for multiple violations, marking one of the most aggressive enforcement drives in recent years.