The Nigerian Communications Commission (NCC) has begun independently verifying claims by Mobile Network Operators (MNOs) that more than 75 million telecoms subscribers have been compensated for poor Quality of Service (QoS), signalling tighter regulatory scrutiny over consumer redress in Nigeria’s telecommunications sector.
The move follows the commission’s 109th Board Meeting held on May 25, 2026, where members reviewed industry performance, regulatory enforcement actions and persistent challenges affecting service delivery and the broader digital economy, the telecoms regulator says in a statement.
According to the Board, operators were previously directed to compensate subscribers whose services fell below prescribed Quality of Service standards. While the telecoms regulator acknowledged significant compliance with the directive, it stressed that it is conducting its own validation exercise rather than relying solely on operators’ submissions.
“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 statement stated. However, the regulator said it is independently assessing the operators’ claims to determine whether the reported figures accurately reflect compensation delivered to eligible customers.
NCC is independently assessing the telecoms operators’ claims
“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 statement stated.
However, the regulator said it is independently assessing the operators’ claims to determine whether the reported figures accurately reflect compensation delivered to eligible customers.
“The board further acknowledged ongoing efforts to independently validate operators’ claims and ensure all eligible subscribers receive compensation due to them while encouraging consumers to continue their engagement with the commission,” it added.
The verification exercise comes amid sustained consumer complaints over dropped calls, data congestion, network outages and inconsistent broadband speeds, despite repeated regulatory interventions aimed at improving service quality.
By probing the operators’ submissions, the NCC appears to be strengthening accountability mechanisms around Quality of Service enforcement and ensuring that compensation directives translate into tangible benefits for subscribers rather than remaining administrative declarations.
Infrastructure investments under scrutiny
Alongside its review of consumer compensation, the board examined ongoing network expansion projects intended to improve service delivery nationwide.
According to the NCC, Mobile Network Operators plan to deploy more than 12,000 additional coverage and capacity sites, with over 5,000 already completed, representing more than 40% of the rollout programme.
It also highlighted continued fibre expansion, including connectivity to more than 700 sites, as well as infrastructure upgrades by colocation and infrastructure-sharing companies across over 2,000 Base Transceiver Stations (BTS). These investments are expected to enhance backhaul capacity, strengthen network resilience and improve overall service quality.
Despite the ongoing deployments, the telecoms regulator observed that Nigeria’s rapidly growing demand for data continues to outpace available infrastructure, driven largely by heavy dependence on mobile broadband and duplication of network assets among operators.
Fixed broadband gains momentum
As part of efforts to ease pressure on mobile networks, the board noted increasing adoption of fixed broadband services.
According to the commission, Fibre-to-the-Home (FTTH) subscriptions rose from 84,141 in Q4 2025 to 210,065 in Q5 2025. Although still relatively modest compared with national demand, the increase was described as evidence of a gradual shift towards fixed connectivity solutions.
The NCC also revealed that it is reviewing the structure of Nigeria’s telecommunications market to better distinguish between wholesale backbone providers and retail service operators. Greater access to metropolitan fibre infrastructure, it noted, could reduce costs while improving service quality over the long term.
Security and digital inclusion remain priorities
The board expressed concern over continued vandalism of telecommunications infrastructure despite its designation as Critical National Information Infrastructure (CNII).
While acknowledging ongoing collaboration with the Office of the National Security Adviser and the Nigeria Security and Civil Defence Corps, the commission said stronger coordination remains necessary to safeguard critical telecom assets.
It also reaffirmed plans to explore the establishment of a Communications Industry Security Trust Fund to strengthen infrastructure protection nationwide.
In a separate initiative aimed at expanding digital inclusion, the board disclosed that it is working with industry stakeholders on a framework to zero-rate educational platforms, enabling users to access learning resources without data charges and helping bridge the urban-rural digital divide.
The meeting also approved governance changes at the Digital Bridge Institute (DBI) following the expiration of previous board tenures. Princess Oforitsenere Emiko was appointed Interim Chairman of the DBI Governing Board alongside interim members Engr. Abraham Oshadami and Ms Rimini Makama.
The NCC reaffirmed that its regulatory priorities will continue to centre on Quality of Service enforcement, consumer protection, fair competition and infrastructure resilience as Nigeria’s digital economy expands.
The independent validation of the reported compensation for more than 75 million subscribers is likely to be closely watched by consumers and industry stakeholders alike, as it will determine whether operators have fully complied with regulatory directives and whether affected customers have received the redress they are entitled to.
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