NCC records 6,500 network interventions as operators expand telecom capacity

The Nigerian Communications Commission (NCC) has recorded more than 6,500 network interventions in 2026 as telecommunications operators upgrade equipment, expand capacity and deploy new sites to address persistent service quality problems across the country.

The interventions come as the regulator disclosed that 75 million subscribers had received compensation for poor telecommunications services this year, while nearly three million others had been refunded for failed airtime and data purchases, highlighting the challenge of translating network expansion into reliable connectivity for consumers.

Aminu Maida, executive vice chairman of the NCC, disclosed the figures on Tuesday at the 95th Telecom Consumer Parliament in Lagos, where he said the commission was monitoring operators’ performance and requiring service providers to address identified deficiencies.

The interventions include equipment upgrades and capacity expansion in areas experiencing increased demand. Operators are also adding new sites to improve network performance as Nigerians increasingly depend on telecommunications for business transactions, financial services, education and other daily activities.

However, the scale of the interventions and compensation points to a persistent gap between efforts to improve network infrastructure and the quality of service consumers experience.

“Compensation matters, but it cannot recover a lost business opportunity or an important conversation that could not take place, so our priority remains reducing the failures that make it necessary,” Maida said.

His remarks underscore the regulator’s position that consumer compensation, although necessary, cannot substitute for dependable networks, particularly as connectivity becomes increasingly central to Nigeria’s digital economy.

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Network expansion faces growing service demands

As demand for mobile connectivity increases, operators must expand network capacity while maintaining reliable calls, data speeds and service availability, particularly in areas where existing infrastructure struggles to meet usage requirements.

Maida said the NCC was monitoring operators and requiring them to correct identified deficiencies. Service providers were also expected to explain major outages and communicate when affected services would be restored.

The commission has made public coverage maps available on its website, allowing consumers to compare network performance using crowdsourced data reflecting users’ experiences.

Maida urged subscribers to consult the information when choosing service providers, particularly because coverage indications do not necessarily guarantee consistent service quality in every location.

The distinction is important for consumers who may have network coverage but still experience dropped calls, slow internet speeds or unstable connections during periods of high demand.

For businesses that depend on digital payments and online platforms, unreliable connectivity can disrupt transactions and delay operations, making network quality an economic concern rather than simply a telecommunications issue.

Infrastructure vandalism threatens network reliability

The NCC identified vandalism and damage to telecommunications infrastructure as additional obstacles to service improvement, warning that fibre-optic cable cuts during road construction and the theft of equipment, batteries and fuel from telecommunications sites could disrupt services across several communities.

According to Maida, damage at individual locations can have consequences beyond the immediate area, affecting businesses and consumers who depend on the same infrastructure.

The commission is working with relevant authorities and operators to strengthen infrastructure protection and improve coordination around road construction and other activities that could damage telecommunications assets.

Protecting existing infrastructure is particularly important as operators invest in additional sites and capacity. New deployments alone may not deliver sustained improvements if existing network assets remain vulnerable to damage, theft and avoidable service interruptions.

The NCC urged communities to report suspected vandalism to the appropriate authorities without putting themselves at risk.

Failed transactions add to consumer protection concerns

Beyond network performance, the commission is working to address failed airtime and data purchases that leave consumers without the services they paid for.

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

The framework is designed to trace failed transactions and facilitate refunds, reducing situations in which consumers are passed between banks and network operators without a resolution.

The figures highlight the importance of coordination between telecommunications and financial service providers, as airtime and data purchases increasingly rely on interconnected payment systems.

The commission said it would continue working with stakeholders to prevent transaction failures and ensure that affected subscribers received their money promptly.

The refunds are distinct from compensation for poor network quality: one addresses failed purchases, while the other provides redress to subscribers affected by service failures.

NCC targets data billing disputes and recycled numbers

The commission is also introducing measures to improve transparency around data consumption and telecommunications charges.

Maida said a forthcoming usage notification guideline would provide subscribers with clearer information about daily data consumption, remaining balances and detailed usage breakdowns.

The proposed measures are intended to help consumers monitor their spending, query discrepancies and obtain fair investigations when they dispute data usage.

The NCC is also extending the application of its Telecommunications Identity Risk Management System (TIRMS), developed to address risks associated with recycled phone numbers and numbers flagged for fraudulent activities.

Maida said the system, building on the commission’s collaboration with the CBN, would be extended to other sectors where phone numbers are used to identify customers and facilitate transactions.

The initiative is expected to help organisations identify recycled numbers and reduce the risk of unauthorised access to financial accounts and other services.

The commission also advised consumers to verify mobile devices, batteries and chargers before purchasing them, warning that counterfeit and substandard products could overheat, cause fires and injure users. Buyers can dial *315# or call 315 for assistance with device verification.

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Consumer groups demand measurable service improvements

The discussions at the Telecom Consumer Parliament also focused on the need to measure service quality through consumers’ actual experiences rather than relying solely on subscriber growth and network coverage.

In the lead paper, Chiso Ndukwe-Okafor, executive director of the Consumer Advocacy and Empowerment Foundation (CADEF), argued that Nigeria’s telecommunications market should be assessed by the reliability of connections, transparency of billing and effectiveness of complaint resolution.

NCC statistics cited in the paper showed 197.4 million active telephony subscriptions and 158.5 million internet subscriptions in August 2026. These figures represent subscriptions, not necessarily unique individuals, and do not establish the quality of service available in every location.

Ndukwe-Okafor proposed that the commission publish more detailed local network-performance information, including dropped-call rates, service interruptions, data speeds and latency, alongside information about areas requiring corrective action.

She also called for clearer tariff information, more traceable failed transactions, accessible complaint channels and a public register documenting commitments made at the Telecom Consumer Parliament.

The paper recommended that the NCC and participating stakeholders establish a public action register, with named institutions responsible for specific commitments and regular progress updates.

It also proposed a consumer-experience scorecard covering service quality, billing disputes, refund outcomes, complaint resolution and accessibility, with progress reviewed publicly within six months or another agreed period.

The recommendations are proposals for stakeholders to consider.

For the telecommunications industry, the challenge is increasingly twofold: expanding capacity to accommodate rising demand and ensuring that investments translate into dependable service for subscribers. The NCC’s interventions and consumer redress measures demonstrate the scale of its response, but their ultimate significance will depend on whether consumers experience fewer disruptions, clearer bills and faster resolutions when services fail.