MTN Nigeria to compensate customers for poor network service

MTN Nigeria has announced plans to compensate subscribers affected by poor network quality, in line with a directive from the Nigerian Communications Commission (NCC).

The telecom operator said customers in impacted areas will receive compensation for service disruptions recorded between November, December and January. While the company has not confirmed a specific rollout date, the NCC’s Executive Vice Chairman, Aminu Maida, indicated that compensation is expected to begin from 24 April 2026.

According to MTN, all eligible subscribers in affected locations will be compensated in line with the framework approved by the regulator.

“All consumers within the affected areas where service shortfalls were recorded will receive compensation for the operating periods of November, December, and January,” the company stated.

Although details of the format were not disclosed by MTN, the NCC has clarified that compensation will primarily be issued as airtime credits to affected users.

The move signals a shift in regulatory enforcement, with a stronger focus on direct consumer redress rather than punitive fines imposed on telecom operators.

MTN also reaffirmed its commitment to improving service quality through continued investment in network infrastructure.

The company said it plans to accelerate upgrades, expand capacity to meet rising demand for data and voice services, strengthen network resilience and deepen collaboration with tower infrastructure providers.

It acknowledged that network performance is also influenced by wider systemic challenges, including environmental factors and third-party constraints.

“We are operating within a broader ecosystem fraught with challenges that are mostly outside our control,” the company noted, adding that it will continue to work with regulators, infrastructure partners and law enforcement agencies.

The directive from the Nigerian Communications Commission reflects a broader policy shift towards prioritising consumer protection within Nigeria’s telecommunications sector.