In a sweeping move to tackle poor network quality and protect telecom users, the Nigerian Communications Commission (NCC) has directed service providers to compensate subscribers with airtime for service failures, while promoting Edo State’s construction coordination model as a national solution to persistent infrastructure damage.
The Executive Vice-Chairman of the NCC, Aminu Maida, said the compensation directive followed verified breaches of minimum quality of service standards across several locations in the country.
He explained that the measure is a compliance obligation for operators, not a regulatory refund, adding that subscribers affected by poor service particularly between November 2025 and January 2026 will receive airtime credits with clear notifications indicating the value and reason for the compensation.
Maida said the commission would independently verify that affected users are credited, warning that sanctions await operators that fail to comply.
Describing the directive as part of broader reforms, he said the NCC is determined to strengthen accountability and restore consumer confidence in Nigeria’s telecom sector.
Beyond compensation, the NCC also spotlighted Edo State’s proactive approach to protecting telecom infrastructure during road construction.
Maida commended the state for mandating contractors to notify the commission and telecom operators before commencing work, a step he said has significantly reduced fibre cuts a major cause of network outages.
According to him, the early notification system enables operators to safeguard infrastructure ahead of construction, describing it as a simple but highly effective model that should be replicated nationwide.
On network expansion, Maida disclosed that major operators, including MTN Nigeria, Airtel Nigeria and Globacom, are scaling up investments to improve coverage and capacity.
He said about 2,800 network sites have already been upgraded in 2026, with plans to reach approximately 12,000 upgrades and new deployments within the year.
The upgrades involve expansion of existing infrastructure, as well as migration from legacy 2G and 3G networks to more advanced 4G and 5G technologies.
Despite the progress, Maida cautioned that improvements may not immediately translate into better user experience due to surging data consumption, which continues to strain network capacity.
To enhance oversight, he said the NCC has adopted a more granular monitoring framework, shifting performance tracking from state-level assessments to local government-based analysis to better reflect actual user experience.
He added that tower companies are now included in regulatory directives and are required to invest more in power supply and site security to support improved service delivery.
Also speaking, the NCC Executive Commissioner for Stakeholder Management, Rimini Makama, said sustained engagement with the media is essential for informing the public and driving progress in the telecom sector.
The Director of Public Affairs, Nnenna Ukoha, emphasised the need for open and constructive conversations on emerging industry trends.
The NCC’s twin approach compelling operators to compensate users while promoting preventive measures like Edo’s model—signals a tougher regulatory stance aimed at improving service quality and building a more resilient telecom ecosystem in Nigeria.
