MTN to Compensate Subscribers for Network Disruptions Between November 2025 and January 2026
By Aboki Forex —
MTN Nigeria has announced plans to compensate subscribers affected by network disruptions recorded between November 2025 and January 2026. The move follows a directive from the Nigerian Communications Commission (NCC) aimed at enforcing stricter service standards across the telecom sector.
The telecom giant said compensation will be applied automatically to customers in locations where MTN failed to meet the NCC's approved quality-of-service benchmarks during the period. Subscribers do not need to file complaints or visit service centres to qualify.
According to MTN, the compensation exercise is part of a broader effort to improve accountability and ensure customers receive value for services they pay for. The company described the NCC directive as a customer-focused intervention designed to protect subscribers and encourage operators to maintain acceptable service standards.
“At MTN Nigeria, our customers are the lifeblood of our business,” the company said, stressing that every subscriber deserves a reliable and high-quality network experience.
Under the NCC’s framework, compensation will be credited directly to affected lines in the form of airtime, bonus value, or related service-based compensation. Customers are advised to monitor SMS notifications and account updates from MTN regarding any compensation credited to their lines.
The NCC’s latest enforcement action is one of the strongest consumer protection measures introduced in Nigeria’s telecom industry in recent years. Industry watchers say the policy shifts from traditional complaint-based resolutions to direct compensation for customers impacted by poor service quality.
The policy is also expected to push other operators, including Airtel Nigeria, Globacom, and 9mobile, to strengthen their networks and improve customer satisfaction.
MTN said it is already taking steps to improve service reliability through increased investment in infrastructure upgrades. The company disclosed plans to strengthen collaboration with tower providers, expand network capacity, and deploy additional measures to reduce outages and improve both voice and data services nationwide.
With demand for digital connectivity rising rapidly across Nigeria, the operator said sustained investment remains critical to delivering better user experiences.
The National Consumers Advocacy Network (NCAN) has commended the NCC Executive Vice Chairman, Aminu Maida, for introducing the policy. In a statement issued on Tuesday, May 5, 2026, NCAN President Tobi Olanrewaju described the directive as a bold and consumer-focused move that places the interests of millions of Nigerians at the centre of telecommunications regulation.