Telecom operators have compensated more than 75 million subscribers for poor network services, the Nigerian Communications Commission has said, in one of the largest consumer redress exercises recorded in Africa’s biggest mobile market.
The industry regulator disclosed this in a communiqué issued on Tuesday following its 109th board meeting held on May 25, 2026, stating that the payout reflected significant progress in enforcing quality-of-service obligations across mobile networks.
The development followed a directive issued by the NCC on March 29, 2026, mandating mobile operators to compensate subscribers for substandard network performance.
Under the order, operators were required to automatically issue airtime credits to affected customers, calculated on the basis of their 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.
It added that while operators had reported compliance, the regulator was still conducting independent validation to confirm that all eligible subscribers had 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 Africa’s largest telecom market.
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 designed to improve service resilience.
It said compliance had been partial, warning that full adherence was necessary to achieve the intended infrastructure upgrades.
“While noting the progress made to date, the board emphasised the importance of full compliance to ensure that the intended infrastructure improvements are realised sustainably,” the communiqué stated.
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.
Telecom operators in Nigeria 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.
Looking ahead, operators say they plan to invest about N1.86tn in 2026, with spending targeted at network expansion, technology upgrades, and broader operational improvements aimed at strengthening service delivery for mobile and data users across the country.
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. It said broader fibre rollout and wholesale backbone expansion would be critical to easing pressure on mobile networks and reducing the cost of data services over time.
Beyond infrastructure gaps, 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 said 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 as it seeks to improve service quality in a market where consumer frustration over network performance has remained high despite years of investment by operators.
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