Over 75m Telecoms Subscribers Compensated For Poor Service -NCC
By Stella Enenche, Abuja
More than 75 million telecom subscribers across Nigeria have received compensation for poor service delivery as the Nigerian Communications Commission (NCC) intensified regulatory measures aimed at improving network quality and consumer experience.
This was contained in a communiqué issued at the end of the 109th meeting of the NCC Governing Board, where the Commission reviewed compliance with its directive requiring Mobile Network Operators (MNOs) to compensate customers affected by poor Quality of Service (QoS).
The Board noted that the operators had substantially complied with the directive, resulting in compensation being offered to over 75 million affected subscribers nationwide.
“The Board noted substantial progress in the implementation of the Commission’s directive, particularly, the full compliance of which has resulted in compensation being offered to over 75 million affected subscribers,” the communiqué stated.
The Commission, however, said it was independently verifying operators’ claims to ensure that all eligible subscribers receive due compensation, while encouraging consumers to continue reporting service-related complaints.
The Board also expressed concern over the partial compliance by telecommunications infrastructure providers, popularly known as TowerCos, with directives requiring them to channel regulatory fines into infrastructure upgrades through dedicated escrow accounts.
“While noting the progress made to date, the Board emphasized the importance of full compliance to ensure that the intended infrastructure improvements are realized sustainably,” it said.
The meeting highlighted ongoing investments by network operators to address persistent complaints over call drops, poor connectivity and data service disruptions.
According to the Board, telecom operators have planned the deployment of more than 12,000 additional coverage and capacity sites across the country, with over 5,000 already completed.
The Board said the expansion programme is expected to significantly improve network coverage, capacity and overall customer experience.
It further noted that fibre connectivity has been extended to more than 700 sites to strengthen network resilience and improve service reliability, while infrastructure-sharing companies have upgraded equipment at over 2,000 Base Transceiver Stations (BTS) in support of network expansion efforts.
Beyond immediate service improvements, the Board identified the expansion of fibre infrastructure as critical to meeting Nigeria’s rapidly growing data demands.
The Commission reported a sharp rise in Fibre-to-the-Home (FTTH) subscriptions, which grew from 84,141 subscribers in the fourth quarter of 2025 to 210,065 subscribers by the following quarter.
According to the Board, wider access to wholesale backbone fibre and expanded metropolitan fibre networks would ease pressure on mobile broadband services, lower connectivity costs and create conditions for more affordable data services.
“The structured approach represents the most sustainable pathway to meeting Nigeria’s data needs over the next decade, consistent with the Federal Government’s digital transformation agenda and the target of a $1 trillion economy,” the communiqué said.
The Board also reiterated concerns over persistent vandalism of telecommunications infrastructure despite its designation as Critical National Information Infrastructure (CNII).
While acknowledging efforts by the Office of the National Security Adviser and the Nigeria Security and Civil Defence Corps to protect telecom facilities, the Commission stressed the need for stronger collaboration among stakeholders and revealed that it is exploring the establishment of a Communications Industry Security Trust Fund to enhance infrastructure protection.
The meeting ended with a renewed commitment by the NCC to prioritise quality of service, consumer protection, network resilience and transparency in the telecommunications sector.
