MTN Nigeria has announced plans to compensate customers affected by poor network quality, in line with a recent directive from the Nigerian Communications Commission (NCC) requiring mobile network operators to provide relief to impacted subscribers.
In a statement released on Thursday, the telecom operator said eligible customers in areas where service disruptions were recorded will receive compensation covering service shortfalls experienced between November and January.
The move follows a regulatory directive aimed at strengthening consumer protection and ensuring that users receive value when service quality falls below established standards.
While MTN did not specify an exact start date, the Executive Vice Chairman of the NCC, Aminu Maida, disclosed during a media interaction that telecom operators are expected to begin issuing compensation from Friday, April 24, 2026.
According to the NCC, the compensation will be provided in the form of airtime credits to affected subscribers, aligning with the framework approved by the regulator.
MTN confirmed that all customers in impacted locations will be compensated in accordance with these guidelines.
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The company outlined plans to sustain an aggressive capital expenditure programme focused on expanding network capacity and strengthening infrastructure. Key initiatives include accelerated site upgrades, enhanced resilience measures, and deeper collaboration with tower infrastructure providers.
The operator noted that rising demand for data and voice services continues to put pressure on network resources, necessitating ongoing investment.
MTN also highlighted external factors affecting service quality, including environmental conditions and third-party disruptions. The company said it is working closely with regulators, infrastructure partners, and law enforcement agencies to address these challenges.
One of the most significant issues remains frequent fibre optic cable cuts, which continue to disrupt network operations nationwide. According to the NCC, telecom operators recorded an average of 1,100 fibre cuts per week last year, underscoring the scale of the problem.
The compensation directive marks a notable shift in the NCC’s regulatory approach. In the past, the commission primarily imposed financial penalties on operators that failed to meet service quality benchmarks, with limited direct benefit to affected customers.
Under the new framework, the regulator is placing greater emphasis on consumer welfare by ensuring that subscribers are directly compensated when service delivery falls short.
The NCC, in an earlier statement by its Head of Public Affairs, Nnenna Ukoha, said the policy reflects a broader effort to prioritise users within Nigeria’s telecommunications ecosystem.
The commission stressed that reliable telecom services are critical for economic productivity, business operations, and social connectivity, warning that persistent service failures can erode public confidence in the sector.