By Ejiofor Toochi
Edited by Bababunmi Agbebi
For many residents and business owners in Ikeja who experience unstable network service, a new directive by the Nigerian Communications Commission (NCC) may offer some relief.
The commission, in a press release, ordered mobile network operators to compensate subscribers who experience poor quality service. Under the directive, mobile network operators will provide compensation in the form of airtime credits. These will be calculated based on subscribers’ average spending patterns and their presence in specific Local Government Areas where service failures occur within a given period.
It noted that poor network quality affects not only communication but also economic activities and public confidence. Telecommunications services, the commission said, underpin productivity, social interaction, and access to digital opportunities, making service reliability critical.
In busy commercial areas of Ikeja where reliable connectivity is essential for daily transactions, poor network service poses a significant challenge. Traders, POS operators, and small business owners often experience delays, failed transfers, and interrupted communication due to unstable connections.
The NCC said the move is part of its broader effort to place consumers at the centre of Nigeria’s telecommunications sector. “Subscribers should not be made to bear the full burden of service disruptions where operators fail to meet prescribed standards of service delivery,” the commission stated.
While regulatory fines have traditionally been used to sanction operators, the NCC said it is now adopting measures that directly benefit consumers. The new directive is designed to complement existing efforts to monitor service quality and enforce performance standards across the industry.
In addition, the commission has extended its directive to tower companies responsible for critical infrastructure such as masts. It said these firms would be required to reinvest fines into improving infrastructure, with a focus on achieving measurable improvements in service quality.
The NCC also reiterated its commitment to ensuring operators invest in network resilience, capacity expansion, and infrastructure upgrades to meet growing demand. It said it would continue to deploy regulatory tools that promote fairness, transparency, and accountability across the sector.
The focus now is on how the directive will be enforced, as consumers hope it translates into real accountability and improved network service.
