MTN Nigeria clarifies airtime compensation is for poor network quality, not data depletion

Leading telecoms operator MTN Nigeria has clarified that its airtime compensation is meant for customers who experienced poor network quality and not for data depletion. This comes as the operator begins rolling out airtime credit for dropped calls and internet service between February and April 2026. 

The credit compensation comes at a time when Nigeria telecom subscribers are seeking consumer protection over several issues, including poor network quality, data expiry, data depletion, among others.

While telecom operators are complying with the airtime compensation rollout, several subscribers are dissatisfied with the hidden mechanisms used in calculating the intervention and the methods used in selecting qualified users.

In particular, an X user reacted to receiving an airtime compensation of ₦20 for the poor quality of service over three months. He also alleged that his mobile data has often been shortchanged by the operator.

In response, MTN clarified that the ₦20 airtime credit was approved as poor network compensation and not for data depletion. 

“The SMS notification relates to a Quality of Service compensation programme for service disruptions recorded between February and April 2026. The ₦20 airtime credit was the approved compensation applied to eligible lines and should not be interpreted as compensation for any specific airtime or data depletion claim. Thank you,” the message reads. 

Data depletion has led to major consumer complaints in 2026, with MTN Nigeria being a direct subject of this allegation. In fact, industry data corroborates this. 

Between January and June 2026, MTN Nigeria received over 12,000 data depletion complaints, more than the 11,184 complaints received by Airtel, Globacom, and  T2mobile (formerly 9mobile) combined. 

Also read: Data depletion: MTN keeps saying the same thing, but its 100 million subscribers want a new explanation.

MTN, Airtel roll out airtime compensation 

MTN and Airtel have rolled out airtime credit to customers who experienced poor network service between February 2026 and April 2026.

The development comes amid a directive from the Nigerian Communications Commission (NCC) and the Federal Competition & Consumer Protection Commission (FCCPC) that telecom operators compensate subscribers affected by prolonged or repeated poor network service in qualifying areas.

MTN’s airtime credit comes a week after Airtel compensated eligible users. Affected MTN customers started receiving SMS notifications of the airtime credit on Sunday night, with compensation varying in amount. Screenshots across social media show customers receiving as low as ₦20 and as high as ₦1,436. 

“In line with NCC Directive, your account was credited earlier today with ₦xxxx airtime for network Quality of Service deficiencies identified in February, March, and April 2026. Thank you,” the SMS to customers reads. 

While the airtime compensation policy gives eligible subscribers a form of redress for poor network service, not all customers are eligible for the benefit. According to the NCC’s guidelines, only subscribers located in Local Government Areas affected by service failures and poor network quality are eligible for the compensation. 

Also, the airtime compensation is to be calculated based on how much subscribers usually spend. Qualifying subscribers who received the airtime can use the credit for SMS, voice, and data services, and it’s not expected to expire, per regulatory directives.  

This development marks the second time MTN will be rolling out airtime compensation since the NCC announced the policy. In May, the operator credited affected subscribers who experienced poor-quality networks between November 2025 and January 2026. 

With Airtel and MTN already rolling out airtime compensation, it’s uncertain when Globacom and T2mobile (9mobile) will follow suit by crediting affected customers.