NCC limits airtime compensation to poor network quality from Nov 2025

The Nigerian Communications Commission (NCC) has noted that compensation for poor network services will cover only issues experienced from November 2025.

Recall that the NCC, in a statement days ago, directed MNOs such as MTN, Airtel, Globacom and T2mobile (9mobile) to compensate subscribers for poor network quality recorded for a certain period of time. 

In a latest explanation by the regulator, released on Tuesday and titled Framework for Compensation of Consumers, it noted that the compensation period accounts for the drop in network experienced from November 2025. It added that airtime compensation will also start by April.

“Compensation will only apply to poor quality of service experienced from November 2025,” it said in the FAQs.

Also, the NCC clarified that subscribers will be notified once they receive their airtime compensation. It noted that Nigerians who have experienced poor network service on their respective lines will be notified once compensated. 

“Your network provider will notify you via SMS once the airtime credit has been applied, including details of the amount and the purpose of the compensation,” it said. 

The communications regulator had earlier stated that the compensation would be in the form of airtime credits. It has now added a new cap that the airtime credit must not have a utilisation restriction. 

This means subscribers will not expire and will be usable across different services like SMS, voice, and data services. Any hidden limitations that might prevent optimal usage must not be included by operators. 

“This airtime credit will not have utilisation restrictions, and subscribers will be able to use it for voice calls, USSD sessions, data subscriptions, etc on the operators’ network,” part of the statement reads. 

The NCC’s measures come amid years of complaints by subscribers over the low quality of network services, particularly in terms of voice and data tariffs. The calls intensified following the continuous poor network service after the 50% telecom tariff hike in 2025.

Also Read: NCC orders telcos to compensate subscribers for poor network service.

NCC: new measure complements other protection rules

In more explanation, the regulator said the new airtime compensation directive does not replace existing consumer protection mechanisms. Whereas, it brings a direct reward framework for affected subscribers. 

The directive aligns with other measures set by the regulator in existing legislation, such as the Consumer Code of Practice Regulations 2024 and the Quality of Service Regulations 2024. 

On how MNOs will identify affected users, NCC explained that operators have been previously mandated to monitor their network performance across various service disruptions against Quality of Service Key Performance Indicators (KPIs). 

It pointed out that the strategy enables them to identify affected subscribers without the need for individual complaints, adding that the compensation is automatic and “Operators are required and mandated to identify affected subscribers and provide compensation directly.”

While the airtime compensation is for customers who experienced a drop in network services, eligibility will depend on specific technical criteria.

According to NCC, a subscriber is qualified for compensation only if such a user experienced poor network service in an affected Local Government Area. 

Also, such a user must have made at least one outgoing revenue-generating event (billed call, SMS, or data session) during the relevant period.

“Only service failures that fall below the defined thresholds set by the Quality of Service Regulations issued by the NCC will qualify for compensation. Short, isolated interruptions and immediately remedied interruptions may not qualify,” it added.