MTN Nigeria has confirmed it will comply with a directive from the Nigerian Communications Commission (NCC) mandating compensation for subscribers affected by network service disruptions recorded between November 2025 and January 2026.
The directive follows heightened regulatory scrutiny over the telecom giant’s inability to consistently meet quality-of-service standards in several parts of the country, Africa’s largest mobile market.
In a statement issued on Thursday, MTN acknowledged that users in the impacted areas experienced significant service interruptions and assured that compensation would be implemented in line with NCC’s regulatory framework.
The company stated that all affected customers within the identified periods—November, December, and January—would receive redress as required by the regulator, although the exact form of compensation, whether airtime, data bundles, or refunds, has not yet been disclosed.
MTN also highlighted that the directive underscores the NCC’s emphasis on consumer protection and places customers at the centre of regulatory oversight in the telecommunications sector.
While accepting responsibility for the service lapses, the company attributed the challenges to wider industry constraints, including infrastructure limitations and external disruptions affecting network performance.
To address recurring service issues, MTN pledged to intensify capital investment in its network infrastructure, including accelerated upgrades and closer collaboration with tower operators to improve reliability and reduce downtime.
The Nigerian Communications Commission has recently increased enforcement actions against telecom operators amid growing complaints over poor service quality, insisting on stricter compliance and accountability from providers.
MTN, despite being the country’s largest mobile network operator and a major revenue generator in the sector, has continued to face criticism from both subscribers and regulators over inconsistent network performance.
