The Nigerian Communications Commission (NCC) has directed telecommunications operators (telcos) to compensate subscribers with airtime credits for poor network quality.
Aminu Maida, NCC’s executive vice-chairman and chief executive officer (CEO), spoke on Thursday during a media breakfast meeting in Lagos, according to NAN.
Maida said the directive followed verified failures by operators to meet established minimum quality of service standards in several locations across the country.
“It is not a refund from the regulator but a compliance obligation placed on service providers,” he said.
The NCC boss said operators must bear full responsibility for service lapses.
According to Maida, the compensation specifically covers service failures recorded between November 2025 and January 2026 across multiple network providers.
He said eligible subscribers will receive airtime credits accompanied by notifications explaining the cause and value of the compensation.
“Independent checks will confirm that affected subscribers are properly credited,” he said, adding that sanctions may be imposed on operators that fail to comply.
Maida said the NCC has strengthened its monitoring systems by shifting performance tracking from the state level to the local government to capture the real experience of subscribers better.
“This granular approach allows us to pinpoint exact areas and periods of poor service and move beyond general complaints,” he said.
The NCC boss said the compensation framework is part of broader reforms intended to improve accountability and restore consumer confidence in the telecomms sector.
Maida also said telcos plan to upgrade about 12,000 base stations in 2026 as part of efforts to address persistent network quality and capacity challenges.
He said the industry recorded limited progress in 2025, with just over 300 base station upgrades completed, a development that reportedly contributed to network congestion amid rising data demand.
However, the CEO said momentum has improved in 2026, with about 2,800 base station upgrades already completed in the early part of the year.
The upgrades, he noted, include the expansion of existing site capacity, deployment of new infrastructure, and conversion of legacy 2G and 3G sites to 4G and 5G technologies.
“These upgrades cover additional spectrum for 4G sites and the conversion of older networks to more advanced technologies,” he said.
Maida described spectrum as the “highways” of telecommunications, noting that improved spectrum allocation and trading have contributed to better data speeds in some locations.
He, however, cautioned that improvements in infrastructure may not immediately translate into better user experience due to rapidly increasing data consumption.
“When service improves, usage increases. This often leads to congestion returning faster than expected if capacity is not continuously expanded,” he said.
Maida said sustained investment in fibre infrastructure remains critical for delivering affordable, high-quality internet access nationwide, adding that the commission will continue to monitor key performance indicators, such as data speed and latency, to ensure compliance with regulatory standards.
The NCC boss said the commission is commited to consumer protection, noting that persistent poor service quality is no longer acceptable under the current regulatory direction.
