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Nigerians may soon begin to receive compensation for poor network service, as the Nigerian Communications Commission (NCC) has directed telecom operators to credit affected users with free airtime.
The new directive applies to Mobile Network Operators (MNOs) such as MTN, Airtel, Glo and 9mobile, especially in areas where network performance falls below the required Quality of Service (QoS) standards.
When the new compensation will start
The NCC confirmed that the compensation framework will take effect from April 2026.
However, only poor network experiences recorded from November 2025 will be considered for compensation under the new policy.
Who qualifies for compensation
According to the Commission, not every subscriber will qualify automatically.
To be eligible, a user must:
- Experience poor network service in a specific Local Government Area (LGA)
- Make at least one charged activity such as a call, SMS or data usage during that period
This means users who did not actively use their line during the affected period may not receive compensation.
Airtime, not cash
The NCC made it clear that compensation will not be paid in cash.
Instead, affected subscribers will receive airtime credit directly on their lines. This airtime can be used for:
- Calls
- Data subscriptions
- SMS
- USSD services
There will be no restriction on how the airtime is used.
How the airtime will be calculated
The amount of airtime a subscriber receives will depend on several factors.
These include:
- The user’s total spending during the period of poor service
- The level of network failure recorded in that location
- Confirmation that the subscriber carried out a billed activity
In simple terms, the more you used your line during the outage, the more compensation you may receive.
No application required
Subscribers do not need to apply for this compensation.
Telecom operators are required to monitor their network performance and automatically identify users affected by service failures. Once verified, the airtime will be credited directly.
Users will also receive an SMS notification showing the amount credited and the reason for the compensation.
What counts as poor network
Not all network issues will qualify.
Only prolonged or repeated service failures that fall below NCC’s defined QoS standards will be considered.
Short or quickly resolved network issues may not be eligible for compensation.
Multiple SIM cards and switching networks
For users with multiple SIM cards, only the lines affected and actively used during the poor network period will be compensated.
Also, compensation applies only to subscribers who remain on the affected network. Users who switch to another operator may not receive any benefit.
Roaming and corporate users
The framework covers both individuals and corporate customers.
However, foreign SIM cards roaming in Nigeria will not qualify for compensation.
Nigerian subscribers on national roaming may still be considered, depending on usage and network evaluation.
No replacement for existing rights
The NCC explained that this directive does not replace existing consumer protection laws.
Instead, it adds another layer of protection, working alongside regulations such as the Consumer Code of Practice Regulations 2024 and the Quality of Service Regulations 2024.
Can users challenge compensation?
Subscribers will not be able to appeal the compensation amount.
The NCC stated that all calculations will be based on verified network data, which will guide the final decision.
What happens in special cases
There are some exceptions to the rule.
Cases involving fibre cuts, vandalism, theft or natural disasters will be reviewed individually. In such situations, the NCC will decide whether compensation should apply.
Operators may still face penalties
In addition to compensating users, telecom operators may still be fined for serious or repeated service failures.
The NCC said it will continue to monitor compliance and may carry out independent audits to ensure operators follow the directive.
What this means for Nigerians
This development means Nigerians will now get some form of relief when network providers fail to deliver expected service.
While it does not include cash payments, the introduction of automatic airtime compensation marks a shift in how poor service is handled in the telecom sector.
For many users, it is a step towards accountability, even if the compensation comes in the form of airtime rather than money.
