Susan Abayomi
The Nigerian Communications Commission (NCC) has disclosed that more than 75 million telecommunications subscribers received airtime and service compensation in 2026 over poor network quality, as the regulator intensifies efforts to address persistent infrastructure failures across the country.
The commission also revealed that approximately 7,000 targeted network interventions had been carried out nationwide to resolve service disruptions and improve telecommunications infrastructure.
Executive Vice Chairman and Chief Executive Officer of the NCC, Dr Aminu Maida, disclosed this at the 95th Telecom Consumers’ Parliament held in Lagos.
Maida explained that although compensation provides some relief to affected subscribers, it cannot fully address the inconvenience and financial losses caused by unreliable telecommunications services.
He stressed that the commission’s ultimate objective was to eliminate recurring infrastructure problems and ensure Nigerians enjoy consistent and reliable network services.
According to him, compensation cannot restore opportunities lost when network failures disrupt business activities, prevent important conversations or interrupt essential communications.
The NCC chief also announced that public network coverage maps, developed using crowdsourced performance data, were now available on the commission’s portal. The initiative is expected to help consumers assess the reliability of telecommunications providers in their respective locations.
However, civil society organisations at the forum called for greater transparency in telecommunications performance statistics, warning that official coverage figures might not adequately reflect the experiences of subscribers, particularly those in rural communities and users of older network technologies.
Executive Director of the Consumer Advocacy and Empowerment Foundation (CADEF), Professor Chiso Ndukwu-Okafor, who delivered the keynote address on consumer rights, cautioned against interpreting network coverage statistics without considering the actual experiences of consumers.
She noted that a significant proportion of telecommunications subscriptions still relied on 2G technology, while several rural communities continued to experience network blackspots.
Ndukwu-Okafor also raised concerns about the exclusion of some consumers from app-based complaint channels, calling for structural improvements in complaint management and accountability.
She emphasised the need for telecommunications stakeholders to treat consumer trust as an essential part of infrastructure development.
Meanwhile, MTN Nigeria reaffirmed its commitment to investing in network improvements while addressing concerns surrounding rapid data depletion and service transparency.
Winifred Umerah, General Manager of Customer Strategy Management and Insights at MTN Nigeria, explained that data consumption patterns differ from traditional voice and SMS services because applications can continue using data through background activities.
She disclosed that the company had introduced real-time data monitoring tools to enable subscribers to identify applications consuming the most data on their devices.
The tools also allow customers to compare application usage records with network data logs, providing greater transparency and helping them understand their consumption patterns.
Umerah further explained that telecommunications operators could now conduct more detailed technical assessments to determine whether service problems originated from subscribers’ devices or network infrastructure.
She maintained that improved access to telecommunications services must be accompanied by satisfactory user experiences.
The discussions at the parliament highlighted the need for stronger collaboration among regulators, network operators and consumer advocacy groups to address persistent service delivery challenges.
With millions of subscribers already benefiting from compensation and thousands of network interventions undertaken, the NCC is seeking to shift attention towards lasting improvements that will reduce service disruptions, strengthen consumer confidence and improve the overall quality of telecommunications services in Nigeria.
The report is based on the November 6, 2026 disclosure and supporting regulatory information.
