Reported by: Ijeoma G | Edited by: Oravbiere Osayomore Promise.
The Nigerian Communications Commission has announced that telecom operators have compensated more than 75 million subscribers for poor network services, marking one of the largest consumer redress exercises ever recorded in Africa’s biggest mobile market.
The industry regulator disclosed this in a communiqué issued on Tuesday, June 9, 2026, following its 109th board meeting held on May 25, 2026. The payout reflects significant progress in enforcing quality-of-service (QoS) obligations across mobile networks, as operators were mandated to automatically issue airtime credits to affected customers.
The compensation drive followed a directive issued by the NCC on March 29, 2026, requiring mobile operators to compensate subscribers for substandard network performance. Under the order, operators were directed to automatically calculate and issue airtime credits based on each customer’s average spending in locations where service quality failed to meet regulatory benchmarks. “The board noted substantial progress in the implementation of the commission’s directive, particularly the full compliance, which has resulted in compensation being offered to over 75 million affected subscribers,” the communiqué said. The commission said the exercise formed part of a broader effort to enforce quality-of-service obligations on operators amid persistent complaints from consumers over dropped calls, slow data speeds, and inconsistent network coverage.
While the NCC noted that operators had reported compliance, the regulator is still conducting independent validation to confirm that all eligible subscribers have been properly captured in the compensation process. “The board further acknowledged ongoing efforts to independently validate operators’ claims and ensure all eligible subscribers receive compensation due to them, while encouraging consumers to continue their engagement with the commission,” it said. Nigeria has more than 200 million mobile subscriptions, according to industry data, meaning the compensation exercise potentially affects a significant share of active users across the country.
The board also reviewed compliance by infrastructure providers, particularly tower companies (TowerCos), which were directed to reinvest regulatory fines into network upgrades through escrow arrangements. The commission said compliance had been partial and warned that full adherence was necessary to achieve the intended infrastructure upgrades. The regulator’s intervention comes as Nigeria’s telecom sector continues to face structural challenges, including rising data demand, uneven fibre deployment, and heavy reliance on mobile broadband, which has strained network capacity. In response, telecom operators have continued to invest heavily in network infrastructure and service improvements. In 2025, mobile network operators, tower companies, and other industry players spent about N2.13tn on capital expenditure. For 2026, operators plan to invest about N1.86tn, with spending targeted at network expansion, technology upgrades, and broader operational improvements aimed at strengthening service delivery for mobile and data users.
The NCC also noted that efforts to expand fibre-to-the-home connections are beginning to gain traction, although penetration remains low relative to national demand. The commission flagged persistent vandalism of telecom facilities as a major constraint on service reliability, despite the designation of telecom assets as critical national information infrastructure. “The board noted the prevailing sectoral challenges affecting the operations of licensees of the commission, including infrastructure vandalism, which has continued to hamper industry growth,” it said. The NCC announced that it is exploring additional protective mechanisms, including a proposed Communications Industry Security Trust Fund, to strengthen the security of telecom infrastructure nationwide.
The compensation programme, combined with ongoing regulatory enforcement, signals a more assertive stance by the NCC to hold operators accountable for service delivery. After years of consumer complaints over poor quality of service with little or no consequence for operators, the March directive has shifted the dynamics. For millions of Nigerian subscribers who have endured dropped calls, delayed data and frustratingly slow connections, the airtime credits, however modest, represent more than just a refund; they are an acknowledgment that the regulator is finally listening. Whether this translates into lasting improvements in network quality will depend on continued enforcement and the success of the ongoing infrastructure expansion.
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