By 
By Osasome, C.O
NCC Orders Airtime Compensation for Affected Subscribers
Nigerian Communications Commission (NCC) has announced that compensation for telecom subscribers affected by poor quality of service will commence this week across all mobile networks in Nigeria.
RELATED: NCC mandates automatic airtime compensation for poor network service from April 2026
The Executive Vice Chairman of the NCC, Aminu Maida, disclosed this during a media briefing in Lagos, confirming that the initiative follows the conclusion of a nationwide network assessment conducted between November 2025 and January 2026.
Who Qualifies for Compensation?
According to the NCC, only subscribers who were unable to make successful calls or send text messages during the assessment period will be eligible for compensation.
Dr. Maida explained that the regulator assessed network performance across all Local Government Areas (LGAs) and identified cases where subscribers were effectively disenfranchised from accessing basic telecom services.
. Aminu Maida
“Only subscribers who attempted to make calls or send messages and were unsuccessful due to poor service quality will be compensated,” Maida said.
Compensation will be issued automatically, without the need for subscribers to apply.
Airtime Credits, Not Cash Refunds
The NCC confirmed that compensation will be delivered in the form of “clean” airtime top-ups, which can be used for voice calls, SMS, or data and will not expire.
The regulator said periodic network assessments will continue, ensuring that subscribers remain protected and compensated whenever service quality falls below approved benchmarks.
MTN Nigeria Confirms Compliance
MTN Nigeria has formally announced its compliance with the NCC directive, confirming that customers affected by service disruptions during the review period will receive compensation.
In a statement, MTN acknowledged service challenges in some locations and pledged to implement the NCC-approved compensation framework.
“All consumers within the affected areas where service shortfalls were recorded will receive compensation for the operating periods of November, December, and January,” the company stated.
MTN also noted that the directive reinforces the NCC’s focus on consumer protection and accountability.
Infrastructure Challenges and Investment Commitments
While committing to compensation, MTN cited broader ecosystem challenges, including infrastructure constraints and external disruptions, as contributors to service degradation.
To prevent future failures, the operator announced plans for aggressive capital expenditure, accelerated infrastructure upgrades, and network expansion to meet rising demand for voice and data services.
NCC Assures Improved Network Quality
Dr. Maida assured subscribers that service quality would improve significantly going forward, citing a sharp increase in infrastructure upgrades by telecom operators.
According to the NCC:
- Operators upgraded 300 sites in the previous year
- Commitments for 12,000 site upgrades have been secured for the current year
- 2,800 sites have already been upgraded
- 63 new sites have been added nationwide
- Improvements include additional 4G spectrum, conversion of 2G and 3G sites to 4G and 5G, and expanded capacity coverage
These investments, the NCC said, place operators well ahead of last year’s performance.
A Shift from Fines to Consumer Restitution
The NCC’s new mandate, effective April 2026, marks a regulatory shift from imposing government fines to direct consumer restitution for failed service delivery.
Key Features of the NCC Compensation Framework
- Automatic Compensation: No application required by subscribers
- Eligibility Period: November 2025 to January 2026
- Compensation Format: Airtime credit with no expiry
- Geographic Scope: LGAs where network KPIs were not met
- Affected Operators: Airtel Nigeria, Globacom (Glo), and 9mobile, in addition to MTN
Why the NCC Issued the Directive
- Consumer Protection: Subscribers should not pay for failed services
- Operator Accountability: Enforcing performance-based responsibility
- Infrastructure Development: Tower companies required to reinvest penalties into network upgrades
- Persistent Complaints: Dropped calls, slow internet, and poor data quality nationwide
What This Means for Subscribers
For millions of Nigerians, the compensation programme represents a tangible response to long-standing complaints about service quality.
With automatic airtime credits and intensified infrastructure investment, the NCC says subscribers can expect fairer treatment and better network performance in the months ahead.
