MTN Nigeria has commenced the process of crediting subscribers with airtime as compensation for poor quality of service, adhering to a directive from the Nigerian Communications Commission (NCC). This initiative aims to address widespread complaints about network performance.
Subscribers Receive Notification Messages
Checks indicate that numerous customers have started receiving notification messages informing them of the credits. One such message read: "Dear Customer, your account has been credited with N341 airtime for quality of service issues in January 2026. Thank you for your understanding."
Variations in Compensation Amounts
The compensation amounts vary across users. While some subscribers reported receiving as low as N20 or N91, others stated they got higher amounts such as N284 and N341. A few subscribers claimed even larger balances. "I saw N900 in my balance too," a subscriber said, while another noted, "I checked my balance and saw N284. I didn’t expect it."
It remains unclear whether all affected subscribers have been covered or how the varying compensation figures were determined.
Background of the Compensation Regime
This development follows earlier regulatory action by the NCC, which directed mobile network operators to compensate customers in areas where service quality dropped below established standards. The Commission had announced that the compensation regime would commence in April, as part of a broader effort to strengthen consumer protection and enforce compliance with quality-of-service benchmarks.
Under the framework, subscribers who experienced poor voice, data or SMS services and carried out at least one billable activity during the affected period are eligible for compensation. The NCC also clarified that the process is automatic, with operators required to identify impacted users and credit them directly, without the need for applications.
The directive came after widespread complaints over poor network performance earlier in the year, which disrupted communication, business activities and access to digital services. MTN had earlier indicated its readiness to comply with regulatory requirements while continuing investments in network upgrades to improve service delivery nationwide.
