MTN Nigeria has revealed plans to begin compensating customers affected by poor network service, in line with a recent directive from the Nigerian Communications Commission (NCC) to telecom operators.
In a statement issued on Thursday, the company said subscribers in areas where service deficiencies were recorded would receive compensation covering the months of November, December, and January.
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Although MTN did not specify an exact start date, the NCC’s Executive Vice Chairman, Dr. Aminu Maida, stated during a media briefing that telecom operators would commence the compensation from Friday, April 24, 2026.
MTN assured that all eligible customers in impacted locations would be compensated according to the framework approved by the regulator.
“All customers in affected areas where service shortfalls occurred will be compensated for the periods of November, December, and January, in line with the established framework,” the statement read.
While the company did not outline the form the compensation would take, the NCC indicated that affected subscribers would receive airtime credits.
Beyond the compensation initiative, MTN said it is committed to improving service quality and minimising network disruptions.
The operator highlighted plans to sustain a robust capital expenditure programme aimed at enhancing network capacity and performance.
The company disclosed that its strategy includes accelerating infrastructure upgrades to meet the growing demand for voice and data services, strengthening network resilience, and deepening collaboration with tower infrastructure providers.
MTN also pointed to environmental factors and third-party disruptions as key contributors to network downtime.
“We urge customers to recognise that we operate within a broader ecosystem with challenges often beyond our control. Nonetheless, we remain committed to working closely with tower providers, the NCC, and other stakeholders, including security agencies,” the company stated.
Last month, the NCC, in a statement by its Head of Public Affairs, Mrs. Nnenna Ukoha, directed telecom operators to compensate subscribers in areas where service quality falls below required standards.
The Commission explained that the move is part of a broader regulatory effort to prioritise consumer protection within Nigeria’s telecommunications sector.
It emphasised the critical role of telecom services in driving economic activity, facilitating social connections, and enabling access to digital opportunities.
“When service quality declines, it impacts productivity, business operations, and public confidence in the communications system,” the Commission noted.
The NCC added that the compensation policy complements its ongoing efforts to monitor service delivery and enforce performance standards across the industry.
The directive represents a shift in the Commission’s approach to addressing poor service quality. Previously, the regulator focused on imposing fines on defaulting operators, often leaving affected subscribers without direct compensation.
Despite continued investments in infrastructure, telecom operators still face significant challenges affecting service delivery. Chief among these is the persistent issue of fibre cuts. According to the NCC, operators recorded an average of 1,100 fibre cuts weekly as of last year
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