More than 75 million telecom subscribers have received compensation from mobile network operators for poor service delivery, according to the Nigerian Communications Commission (NCC), marking one of the largest consumer compensation programmes in Africa’s telecom industry.
The regulator disclosed this in a communiqué issued after its 109th board meeting held on May 25, 2026, noting that the exercise reflects progress in enforcing quality-of-service standards across the sector.
The compensation followed an NCC directive issued on March 29, 2026, requiring telecom operators to compensate customers affected by poor network performance.
Under the directive, operators were mandated to automatically provide airtime credits to impacted subscribers based on their average spending in areas where network quality failed to meet regulatory standards.
“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.
According to the commission, the initiative is part of broader efforts to hold operators accountable amid persistent complaints over dropped calls, slow internet speeds and unstable network coverage.
While operators have reported compliance with the directive, the NCC said it is independently verifying the claims to ensure that all eligible subscribers have been compensated.
“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.
With Nigeria recording over 200 million mobile subscriptions, the compensation programme covers a significant portion of users in Africa’s largest telecom market.
The board also assessed compliance among telecom infrastructure providers, especially tower companies (TowerCos), which were instructed to channel regulatory fines into network improvement projects through escrow arrangements.
According to the NCC, compliance has been only partial, and it stressed the need for full adherence to ensure lasting improvements in telecom infrastructure.
“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 commission highlighted ongoing challenges facing the industry, including increasing data consumption, uneven fibre infrastructure deployment and heavy dependence on mobile broadband services, all of which continue to place pressure on network capacity.
Industry operators invested approximately N2.13tn in capital expenditure in 2025, covering network expansion and service enhancement projects.
For 2026, telecom companies plan to invest about N1.86tn in network growth, technology upgrades and operational improvements aimed at enhancing service delivery nationwide.
The NCC also observed that fibre-to-the-home adoption is gradually improving, although penetration levels remain below demand. It noted that wider fibre deployment and expansion of backbone infrastructure will be essential for reducing network congestion and lowering data costs over time.
In addition, the regulator identified vandalism of telecom infrastructure as a major threat to service reliability despite the classification 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.
To address the challenge, the NCC said it is considering additional measures, including the establishment of a Communications Industry Security Trust Fund to improve the protection of telecom infrastructure across the country.
The commission said the compensation exercise and ongoing enforcement efforts demonstrate a stronger regulatory push to improve service quality and address long-standing consumer concerns over network performance.
