Telecom regulator steps up oversight, warns operators over service failures

Nigeria’s telecoms regulator has intensified pressure on mobile network operators, warning they will be held accountable for poor service quality as consumer complaints over dropped calls and rapid data depletion rise.

This is even as the Nigerian Communications Commission (NCC) said it is stepping up enforcement of its earlier directive requiring operators to compensate subscribers for service disruptions in specific locations, signaling a tougher regulatory stance in Africa’s largest telecoms market.

During a high-level inspection tour of key telecoms infrastructure in Lagos, the regulator’s leadership told operators that every lapse in service delivery would attract scrutiny, as it seeks to rebuild consumer trust in a sector critical to Nigeria’s digital economy.

Read also: NCC orders telcos to compensate Nigerians for poor network service

The delegation, led by Idris Olorunnimbe, NCC board chairman and Aminu Maida, executive vice chairman, visited facilities operated by MTN Nigeria, Airtel Nigeria, Globacom and the Open Access Data Centre run by WIOCC Group.

“Telecoms operators will be held more accountable in this dispensation. We need to build more trust in the system,” Maida told journalists after the tour.

He added that improving service quality would require sustained investment to expand coverage, particularly in underserved and unserved areas.

Nigeria, with over 200 million mobile subscriptions, has struggled with persistent network congestion, call drops and inconsistent data speeds, even as operators ramp up spending on fibre networks, data centres and 4G and 5G infrastructure.

The NCC’s intervention reflects mounting pressure from consumers and businesses that rely heavily on mobile connectivity for payments, communications and digital services. Analysts say poor network performance risks slowing Nigeria’s ambitions to deepen its digital economy and expand financial inclusion.

While acknowledging recent investments by operators, the regulator said infrastructure gaps remain a key constraint. Maida noted that ongoing capital expenditure across the industry could gradually improve service delivery but warned that patience from consumers would depend on visible results.

“We understand that Nigerians are yearning for better services, and improved service requires strong infrastructure. While we are not yet where we want to be, what we have seen reassures us that operators are investing significantly,” he said.

Still, the regulator’s tone suggests a shift from encouragement to enforcement, particularly around consumer protection. The compensation directive is seen as a signal that operators may face financial and reputational consequences if service levels fail to meet regulatory benchmarks.

Olorunnimbe highlighted two of the most frequent consumer complaints, poor voice quality and fast data depletion, urging operators to address both technical and perception issues.

“Data does not just disappear without triggers, but it is the duty of telcos to investigate these complaints and provide lasting solutions,” he said.

He also called for stronger consumer education campaigns to help users understand factors that drive data usage and how to manage it.

Industry players, however, say external challenges such as vandalism of telecoms infrastructure, high energy costs and regulatory bottlenecks continue to affect service quality.

Gbenga Adebayo, the chairman of the Association of Licensed Telecoms Operators of Nigeria, said the sector has made significant progress despite these constraints. He pointed to the infrastructure inspected during the visit as evidence that Nigeria’s telecoms ecosystem is comparable to global standards.

“What you have seen reflects world-class infrastructure,” Adebayo said, adding that continued collaboration between regulators and operators would be key to sustaining growth.

Read also: NCC unveils framework to curb fraudulent SIM activities

The NCC’s latest move comes at a time when telecom operators are also navigating rising operational costs and currency pressures, which have increased the cost of network expansion and maintenance.

For investors, the regulator’s tougher stance could mean higher compliance costs in the short term, but potentially stronger long-term returns if improved service quality drives higher data usage and customer retention.

For millions of Nigerian subscribers, however, the immediate concern remains clear: better, faster and more reliable connectivity.

Whether the NCC’s push translates into measurable improvements may determine how quickly trust is restored in a sector that underpins everything from mobile banking to remote work in Africa’s most populous nation.