More than 75 million telecom subscribers in Nigeria have received compensation for poor network services following a directive from the Nigerian Communications Commission (NCC), marking one of the largest consumer redress exercises in Africa’s telecom sector.
The NCC disclosed this in a communiqué issued on Tuesday after its 109th board meeting held on May 25, 2026. The regulator said the compensation exercise reflected significant progress in enforcing quality-of-service obligations across mobile networks.
The compensation followed a directive issued by the commission on March 29, 2026, requiring mobile network operators to compensate subscribers affected by substandard network performance.
Under the directive, operators were mandated to automatically provide airtime credits to affected customers. The compensation was calculated based on subscribers’ average spending in areas where service 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 stated.
The commission explained that the initiative is part of broader efforts to ensure operators meet quality-of-service obligations amid persistent consumer complaints about dropped calls, slow internet speeds, and inconsistent network coverage.
According to the NCC, while telecom operators have reported compliance with the directive, the commission is independently verifying their claims to ensure all eligible subscribers receive compensation.
“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 accounting for more than 200 million mobile subscriptions, the compensation programme potentially covers a significant proportion of mobile users in Africa’s largest telecommunications market.
The board also assessed compliance among telecommunications infrastructure providers, particularly tower companies. These firms were directed to channel regulatory fines into network improvement projects through escrow arrangements aimed at boosting service reliability.
The NCC noted that compliance by tower companies has been partial and stressed the importance of full adherence to ensure long-term infrastructure improvements.
“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 added.
The regulator’s intervention comes as the telecom sector faces growing pressure from rising data consumption, uneven fibre network deployment, and increased reliance on mobile broadband services.
Industry investment remains strong despite these challenges. Mobile network operators, tower companies, and other industry stakeholders invested about N2.13 trillion in capital expenditure during 2025 to strengthen network infrastructure and service delivery.
Operators are expected to invest an additional N1.86 trillion in 2026, focusing on network expansion, technology upgrades, and operational improvements designed to enhance service quality across the country.
The NCC also highlighted growing momentum in fibre-to-the-home deployment, although it acknowledged that penetration levels remain below national demand.
According to the commission, broader fibre expansion and wholesale backbone infrastructure development will be critical to reducing pressure on mobile networks and lowering data costs over time.
Beyond infrastructure challenges, the regulator identified vandalism of telecom facilities as a major threat to service reliability and industry growth, despite telecom assets being designated 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,” the communiqué said.
To address the issue, the NCC revealed that it is considering additional protective measures, including the establishment of a Communications Industry Security Trust Fund to improve the security of telecom infrastructure nationwide.
The commission said the compensation programme, alongside ongoing regulatory enforcement, demonstrates a stronger commitment to improving service quality and protecting consumer interests in Nigeria’s telecommunications sector.
