Telecom operators in Nigeria have begun compensating customers for poor network service, following a directive from the Nigerian Communications Commission (NCC). Both Airtel Nigeria and MTN Nigeria have credited affected users with small amounts, typically below N1,000, without requiring any application. The NCC stated that the goal is to improve service quality, while telecom firms plan major network upgrades to prevent future failures.
Compensation Details
Airtel Nigeria sent text messages to eligible customers informing them that compensation has been credited to their lines. Users were asked to dial a USSD code to check their balance. The credits range from about N167 to N295, with only a few exceeding N500. The SMS read: "Dear customer, you have been credited with compensation airtime for service quality issues (Nov 2025 – Jan 2026). Dial *310# to check. Thank you."
The payments are not promotional bonuses but a form of "clean credit" that does not expire and can be used for calls, data, or SMS. Customers do not need to apply for this compensation, as it is automatically calculated. To qualify, a subscriber must have been in an area affected by poor network service and must have used their line during that period. The NCC used a detailed monitoring system at the Local Government Area (LGA) level to identify where service failures occurred and who was impacted.
MTN Nigeria Payouts
MTN Nigeria has also begun similar payouts, with affected users receiving airtime credits ranging from as low as N20 to over N341. The amounts vary depending on the severity and duration of the service disruption.
Mixed Reactions from Subscribers
While many subscribers welcomed the compensation, some feel the amounts do not fully cover the inconvenience caused. For example, a Lagos-based customer said the N295 credit he received may not reflect the value of missed calls and disruptions during the festive season. The NCC has made it clear that this move is not just about compensation but about improving service quality.
NCC's Stance
According to the executive vice chairman of the NCC, Dr. Aminu Maida, telecom operators are now required to take responsibility for poor performance rather than just receiving warnings. Maida stated: "This is about giving back value to subscribers, who have experienced poor service. It is not a refund from the regulator but a compliance obligation placed on service providers."
Future Network Upgrades
To prevent future issues, telecom companies have promised major upgrades, including around 12,000 network improvements in 2026—far greater than the roughly 300 upgrades recorded the previous year. One major operator has even committed over $1 billion to expand and strengthen its network. Experts say the real success of this policy will depend on whether service quality improves. If networks get better, there will be less need for compensation in the future.
NCC Addresses Data Depletion Complaints
In related news, the NCC denied claims about mobile data running out quickly across Nigeria. This response came after users complained that telecom companies had reduced the value of their data plans. The NCC explained that a review done in the third quarter of 2024 found no proof to back these claims.
