NCC Pays 75 Million Subscribers for Poor Network Service

The Nigerian Communications Commission (NCC) says it has compensated 75 million telecommunications subscribers for poor network quality in 2026, while nearly three million others have received refunds for failed airtime and data transactions.

The Executive Vice Chairman of the commission, Dr Aminu Maida, disclosed this on Tuesday at the 95th Telecom Consumer Parliament in Lagos. He spoke against the backdrop of persistent complaints about dropped calls, slow internet connections and failed transactions.

Maida also revealed that the commission had carried out more than 6,500 network interventions this year. The measures include equipment upgrades and capacity expansion to improve service delivery across the country.

He said the NCC would continue to hold telecommunications operators accountable for poor service and ensure that affected subscribers received appropriate compensation.

Speaking on the theme, “Enhancing Consumer Experience: Strengthening Service Quality and Consumer Protection in Nigeria’s Digital Economy,” Maida explained that the compensation framework seeks to protect consumers from bearing the full cost of network failures.

However, he acknowledged that financial compensation could not reverse every loss caused by poor connectivity.

“Compensation matters, but it cannot recover a lost business opportunity or an important conversation that could not take place, so our priority remains reducing the failures that make it necessary,” he said.

On failed airtime and data purchases, Maida said the NCC had worked with the Central Bank of Nigeria (CBN), telecommunications operators and financial service providers to establish a framework for resolving complaints and processing refunds.

The initiative aims to prevent customers from being passed between banks and network operators without a clear resolution. It also seeks to ensure that subscribers recover their money promptly when transactions fail.

Maida said the commission would sustain its engagement with industry stakeholders to reduce transaction failures and improve the handling of consumer complaints.

On network performance, he said operators were installing new sites, upgrading existing equipment and expanding capacity in locations experiencing rising demand.

He added that the NCC monitored operators’ performance and required them to correct identified deficiencies. Operators must also explain major outages and provide information on when affected services would return.

To help consumers make informed decisions, the commission has published network coverage maps on its website. The maps use crowdsourced data to provide information about coverage and service performance in different locations.

Maida encouraged subscribers to consult the maps before choosing a service provider, noting that coverage information could help them assess network performance in their areas.

He also identified vandalism and damage to telecommunications infrastructure as major obstacles to improved service quality.

According to him, fibre-optic cable cuts during road construction, alongside the theft of equipment, batteries and fuel from telecommunications sites, continue to threaten network availability.

Such incidents can disrupt services across several communities, affecting businesses and individuals far beyond the immediate location of the damage.

Maida said the NCC was working with relevant authorities and operators to improve infrastructure protection and coordination during road construction. He also urged residents to report suspected vandalism to the appropriate authorities without exposing themselves to danger.

On complaints about rapid data depletion, the NCC chief said the commission was developing measures to make tariff information and data consumption records easier for subscribers to understand.

He said an upcoming usage notification guideline would provide clearer details about daily data consumption, remaining balances and itemised usage.

The guideline would also help consumers monitor their spending and challenge discrepancies. Operators would have to investigate disputed data usage fairly and explain their findings to affected subscribers.

Maida further disclosed that the commission was expanding the use of its Telecommunications Identity Risk Management System (TIRMS) to address risks associated with recycled phone numbers and numbers flagged for fraudulent activities.

Developed as part of efforts to strengthen consumer protection, the system would extend beyond telecommunications to other sectors that rely on phone numbers to identify customers and facilitate transactions.

He said the initiative would help organisations identify recycled numbers and reduce the risk of unauthorised access to financial accounts and other services.

The NCC executive vice chairman also cautioned consumers against buying counterfeit or substandard mobile phones, batteries and chargers. He warned that unsafe products could overheat, cause fires and expose users to injury.

He advised buyers to verify their devices before payment by dialling \*315# and following the prompts. Consumers can also call 315 for assistance.

Maida urged subscribers experiencing service problems to complain to their operators first and obtain reference numbers for their cases. If the operators fail to resolve the issues, consumers can contact the NCC through its toll-free line, 622.

He also highlighted the commission’s Consumer Data Lab, developed in collaboration with Innovations for Poverty Action, with support from the Gates Foundation.

The initiative helps the regulator identify recurring consumer complaints and assess whether its interventions are improving service delivery.

Maida called on consumer groups to continue presenting subscribers’ concerns to the commission, particularly those of people who might struggle to pursue complaints on their own.

He said the Telecom Consumer Parliament should encourage frank discussions about poor service, confusing complaint procedures and inadequate responses from operators.

He urged telecommunications companies to provide clear answers to consumers and honour commitments made at the forum. He assured subscribers that the commission would follow up on the issues raised.