NCC orders telcos to give free airtime for poor network service

The Nigerian Communications Commission (NCC) says telecom operators will compensate subscribers for poor network quality through airtime credits under a strengthened regulatory enforcement framework nationwide.

The Executive Vice Chairman of NCC, Dr Aminu Maida, disclosed this in a statement issued on Thursday, April 23, 2026.

Maida said the measure is part of efforts to improve service delivery, protect consumers, and hold operators accountable for persistent lapses in network performance across Nigeria.

Maida said the compensation directive followed verified failures by operators to meet established minimum quality of service standards in several locations.

“It is not a refund from the regulator but a compliance obligation placed on service providers,” he said, stressing that operators must bear full responsibility.

Maida explained that the framework relies on detailed monitoring at local government level, enabling the NCC to pinpoint exact areas and periods of poor service.

This granular approach, he said, allows regulators to move beyond general complaints and focus on measurable, location-specific service deficiencies affecting subscribers.

According to him, the compensation specifically covers service failures recorded between November 2025 and January 2026 across multiple network providers.

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“Eligible subscribers will receive airtime credits with notifications explaining the cause and value of the compensation,” the NCC boss stated.

Maida added that notifications would improve transparency and help users understand why compensation was applied to their accounts.

Maida noted that the NCC has significantly strengthened its monitoring systems to capture real-time, location-specific service performance data.

“These systems ensure enforcement reflects actual user experience rather than generalised industry averages,” he said.

Maida added that operators are required to implement the compensation directly, while the NCC provides oversight to ensure compliance.

“Independent checks will confirm that affected subscribers are properly credited. Operators failing to meet obligations will face stricter enforcement measures,” Maida said.