Telecom regulator demands reliable calls, internet from operators

The Nigerian Communications Commission has urged telecommunications operators to improve call and internet reliability, saying investments in network infrastructure must deliver better services to subscribers grappling with dropped calls, slow connections and service disruptions.

The commission’s Executive Vice Chairman, Dr Aminu Maida, made the call at the 95th Telecom Consumer Parliament in Lagos, where he said more than 6,500 network interventions were recorded across the industry in 2026.

The interventions include equipment upgrades, additional network sites and capacity expansion in areas experiencing increased demand. However, 75 million subscribers had received airtime compensation for poor service during the year, underscoring the challenge of ensuring that infrastructure investments translate into improved connectivity.

“We therefore monitor performance and require operators to address shortfalls so that investment translates into better service in the places where you live and work,” Maida said in his keynote address.

He added that operators must explain major outages and communicate when affected services are expected to return.

Reliable telecommunications services are essential to businesses and households that depend on mobile networks for digital payments, online transactions, education and communication. For small businesses, disruptions can cause failed payments and lost sales, while poor internet connections can prevent consumers from working or accessing digital services.

Maida acknowledged the economic consequences of network failures, noting that compensation could not fully make up for losses suffered by subscribers.

“Compensation matters, but it cannot recover a lost business opportunity or an important conversation that did not occur, so our priority remains reducing the failures that make it necessary,” he stated.

Beyond monitoring operators’ performance, the NCC is working to protect telecommunications infrastructure against damage that can interrupt connectivity across multiple communities.

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Maida identified fibre-optic cable cuts during road construction and the theft of equipment, batteries and fuel from telecommunications sites as major threats to network operations.

He said the commission was working with operators and relevant authorities to improve infrastructure protection and coordination around roadworks. He also urged communities to report suspected vandalism to the appropriate authorities without putting themselves at risk.

To help subscribers make informed choices, the commission has published network coverage maps on its website, using crowdsourced performance data to enable consumers to compare services in their areas.

The NCC is also working to address failed airtime and data purchases, which can leave consumers without the services they have paid for.

Maida disclosed that nearly three million subscribers had received refunds for unsuccessful transactions in 2026 under a framework developed in collaboration with the Central Bank of Nigeria, telecommunications operators and financial service providers.

The framework is designed to improve transaction tracing and speed up refunds, reducing the likelihood of consumers being passed between banks and network operators without a resolution.

The commission distinguishes the refunds from compensation for poor network quality. While the compensation framework provides redress to eligible subscribers affected by service-quality failures, the refund arrangement addresses unsuccessful purchases in which airtime or data was not delivered.

The commission is preparing a usage notification guideline to provide subscribers clearer information about their daily data consumption, remaining balances and detailed usage breakdowns.