MTN Begins Airtime Refunds for Subscribers Over Poor Service

MTN Begins Airtime Refunds for Subscribers Over Poor Service

Telecommunications giant MTN Nigeria has commenced the rollout of airtime compensation to subscribers affected by poor network service, in compliance with a directive from the Nigerian Communications Commission (NCC).

Across its network, customers have begun receiving notifications indicating that their lines have been credited. One of the messages seen by users read: “Dear Customer, your account has been credited with N341 airtime for quality of service issues. Thank you for your understanding.”

Findings show that the credits differ among subscribers. While some users reported receiving modest amounts such as N20 or N91, others said they were credited with N284, N341, and in some cases, even higher sums.

“I saw N900 in my balance too,” one subscriber said, while another added, “I checked my balance and saw N284—I didn’t expect it.”

It remains unclear how many customers have so far benefited from the exercise or the parameters used in determining the varying compensation amounts.

The development follows a directive issued by the NCC mandating telecom operators to compensate subscribers in locations where service quality fell below the required standards. The regulator had earlier stated that the compensation regime would take effect from April.

According to the Commission, the policy targets customers who experienced poor voice, data or SMS services and engaged in at least one revenue-generating activity within the affected period.

The NCC also made it clear that the process would be automatic, with operators responsible for identifying impacted users and crediting them directly, without requiring any formal application.

The directive formed part of broader regulatory efforts to place consumers at the centre of Nigeria’s telecommunications ecosystem, particularly after widespread complaints over poor network performance earlier in the year.

The regulator had noted that substandard service affects not only communication but also economic activities and public confidence in digital infrastructure.

MTN had, in response to the directive, pledged to comply fully while intensifying investment in network upgrades to improve service quality across its coverage areas.

Industry analysts say the compensation exercise reflects growing regulatory enforcement and signals a shift towards greater accountability in the telecom sector.