Dropped calls, slow data: How subscribers can complain and claim compensation

The Nigerian Communications Commission (NCC) has directed telecom operators to begin compensating Nigerians for poor network services, marking a major shift in consumer protection in the country’s fast-growing telecom sector.

Nigeria’s telecom industry now serves about 185 million active subscriptions as of February 2026, up from 169.3 million a year earlier. MTN Nigeria leads the market with 95.3 million subscribers, followed by Airtel Nigeria with 63.02 million, Globacom with 22.6 million, and T2 with 3.43 million. The figures highlight how deeply mobile services are embedded in daily life, supporting communication, banking, education, and business across the country.

Step-by-step: How to report poor network service

For subscribers experiencing poor service, the NCC has outlined a clear complaint process.

The first step is to report the issue directly to their service provider through customer care lines, email, or a physical service centre. Users are advised to request a complaint ticket number and document key details such as the date, time, and the representative they spoke with.

If the issue is not resolved, subscribers can escalate the complaint to the NCC. This can be done by calling the toll-free number 622, sending an email to the commission, or submitting a complaint through the NCC Consumer Portal. Many users also reach out via social media channels linked to the regulator, while others visit NCC zonal offices nationwide.

When escalating complaints, providing accurate and complete information is critical. This includes the subscriber’s name, contact details, service provider, complaint ticket number, and a clear description of the issue and when it started. According to the NCC, detailed reports improve investigation and help identify patterns of poor service in specific areas.

How the compensation system works

Under the new directive, compensation will be issued mainly as airtime credits rather than cash refunds. The NCC says this applies when operators fail to meet established quality-of-service benchmarks. Payments are to begin immediately, with eligible subscribers receiving SMS notifications explaining the reason and value of the credit.

The regulator has also introduced a more precise way of tracking service failures by measuring network performance at the local government area level instead of the broader state level. This change is expected to better reflect actual user experience, as network quality can vary significantly between neighbouring locations.

Compensation is being calculated using performance data from November 2025 to January 2026. Subscribers in affected areas who carried out at least one revenue-generating activity during that period qualify for the credits. The amount varies depending on usage and the severity of the service disruption.

Why the move matters for millions of users

The move comes as millions of Nigerians continue to face persistent challenges such as dropped calls, slow internet speeds, and patchy coverage.

These issues have real economic and social costs, disrupting remote work, online learning, and digital financial services.

By linking compensation directly to measured service failures, the NCC is increasing pressure on operators to improve performance.

Operators respond, investments expected to rise

MTN Nigeria has confirmed compliance with the directive, stating that all eligible customers in affected locations will receive compensation for service shortfalls recorded within the review period.

The company says it is accelerating investments in network upgrades, expanding capacity, and improving infrastructure resilience to meet rising demand.

Operators, however, note that some service challenges stem from factors beyond their direct control, including infrastructure damage, power supply issues, and environmental constraints.

Despite this, the NCC maintains that consistent underperformance will now carry financial consequences.

A stronger push for accountability in telecoms

Industry analysts view the compensation framework as part of a broader evolution in Nigeria’s telecom regulation. With about 185 million active lines, even small credits distributed across millions of users represent a significant cost to operators, creating a strong incentive to maintain service quality.

The shift to localised performance monitoring is also seen as a step toward fairness and transparency. Network experience can differ widely within the same state, and the new system ensures that only affected users are compensated, while efficient operators are not unfairly penalised.

For consumers, the combination of automatic compensation and a structured complaint system provides practical tools to address service issues. It reduces the burden of proving every case while still encouraging users to report persistent problems.

As mobile services continue to power Nigeria’s digital economy, reliable connectivity is becoming essential. The NCC’s latest action signals a tougher stance on enforcement, while ongoing investments by operators will determine how quickly service quality improves.

For now, millions of subscribers have clearer pathways to seek redress and, for the first time at scale, a guarantee that poor service will come with direct compensation.