MTN confirms airtime compensation for subscribers hit by poor service

Leading telecom operator MTN Nigeria has affirmed that subscribers affected by poor network service from November 2025 to January 2026 will receive airtime compensation.

In an email seen by Technext on Thursday, MTN acknowledged the Nigerian Communications Commission’s (NCC) directive to compensate subscribers in areas affected by poor network quality.

“All consumers within the affected areas where service shortfalls were recorded will receive compensation for the operating periods of November, December, and January, in accordance with the applicable framework,” the statement reads in part.

The operator noted that NCC’s directive shows that the industry prioritises customers in regulatory decision-making. It emphasized that every subscriber deserves a reliable, high-quality network experience and that the directive reflects a customer-first mindset. 

The telco also reaffirmed its commitment to deliver a quality network service and comply with the airtime compensation plan. 

“Our ultimate objective is to consistently deliver high-quality services to our valued customers and work with partners to address challenges and eliminate service disruptions,” MTN said.

The regulator’s directive comes after years of mounting complaints about poor network service across Nigeria’s telecoms industry. Recent data from the NCC’s live incident portal reveals the weight of this issue.

Between January and March 2026, the industry experienced 577 cases of network outages. The data reflects how Nigerian telecom subscribers struggle to enjoy sustainable quality calls and internet experience, and how it continues to affect businesses that depend on digital/online transactions.

Also Read: MTN, Airtel, Glo to lose over N300bn revenue as FCCPC approves new airtime and data lenders.

MTN’s plan for quality network service 

In its own plan to boost network quality, MTN identified a key strategy to be implemented. This includes a headline target of increasing its capital expenditure (CAPEX) for tower upgrades, network resilience and a collaborative ecosystem investment. 

The plan will see the acquisition of next-generation equipment that accommodates growing data and voice subscribers. MTN said it will also introduce initiatives that strengthen its infrastructure against external disruptions to ensure consistent uptime. 

In its collaborative effort, the operator noted that the goal is to “work closely with our Tower Company partners to ensure critical mast infrastructure meets the rigorous, measurable outcomes required for world-class service delivery.”

For telcos, outages are often the result of both controllable and uncontrollable factors. While the former hinges on running out of diesel and human error in repairs, the latter results from fibre cuts, theft of base station equipment, vandalism, and denial of entry to base stations.

In recognition of these factors, MTN called for customers’ understanding, noting that most of the challenges are outside its control.