KEY POINTS

• The NCC’s new compensation framework, effective April 2026, requires operators to automatically credit airtime to subscribers in affected LGAs for voice, SMS and data failures no claims required.
• In Q1 2026, Nigerian telcos recorded 577 network outages, with 361 stemming from fibre cuts; MTN and Backbone Connectivity together accounted for about 70 percent of those incidents.
• Only prolonged or repeated failures below regulatory thresholds qualify; outages before November 2025 and short, quickly fixed disruptions are excluded.

The Nigerian Communications Commission ordered mobile network operators Tuesday to automatically compensate subscribers with airtime credits when prolonged or repeated service failures occur, under an NCC compensation framework that takes effect in April 2026.

Under the scheme, subscribers in affected local government areas will receive automatic credits for failures across voice calls, SMS and data services. Operators must monitor their own network performance and identify affected users directly, without waiting for subscribers to file individual complaints.

No claims needed, but eligibility rules apply

“To be eligible, you must have experienced poor network service in an affected local government area, and you made at least one outgoing revenue-generating event during the relevant period,” the NCC said.

Subscribers will receive an SMS notification once airtime credits arrive. Meanwhile, only lines that recorded billed activity in impacted LGAs will qualify, multiple SIM holders will receive credits only on eligible lines. Also, subscribers who switch operators during or after an outage will not receive compensation from the previous operator.

However, the NCC compensation framework excludes short or quickly fixed outages and all incidents before November 2025. Exceptional circumstances such as fibre cuts, vandalism or natural disasters will face separate review before compensation applies.

Q1 2026 data shows scale of Nigeria’s network challenge

The framework arrives against a backdrop of widespread disruptions. In the first quarter of 2026, Nigerian telcos recorded 577 network outages, with 361 stemming directly from fibre cuts. MTN and Backbone Connectivity together accounted for about 70 percent of those incidents.

Furthermore, the NCC said operators may face regulatory fines in addition to compensation for severe or repeated failures. Additionally, the commission may conduct independent audits to monitor compliance. Airtime credits carry no restrictions and cover calls, USSD services and data subscriptions.

“This framework is a significant step in ensuring that subscribers receive value for services paid for and that operators are held accountable,” the NCC said.