Airtel launches Open Network to let subscribers see, report service issues

Airtel Nigeria has launched an Open Network initiative that lets subscribers view network infrastructure around their locations, monitor the status of network sites and report service quality issues directly through the MyAirtel app. The company’s Managing Director and Chief Executive Officer, Dinesh Balsingh, announced the initiative on Friday in Lagos.

Airtel said the platform is meant to improve transparency, strengthen customer engagement and help it identify network problems more accurately by gathering location-specific feedback from subscribers.

How the platform works

Customers can access Open Network through the Quick Actions section on the MyAirtel app home screen. The app may request permission to access their location so it can display nearby network sites.

The interface uses colours to separate network site categories. Red indicates active sites currently serving locations. Blue represents active sites undergoing upgrades. Black identifies planned sites that are not yet operational.

Subscribers can select individual sites to see site identification numbers, network technology such as 4G or 5G, and the status of ongoing upgrades. For sites under upgrade, the platform provides information on the nature of the work, including capacity expansion or migration to 5G, and the progress made. Users can also switch between map and satellite views.

For service complaints, customers can use the feedback section, which directs them to Airtel Assist. They can select poor voice call quality, slow internet speeds, lack of internet access or video buffering. They must provide the affected phone number, whether the problem occurs indoors or outdoors, how long it has persisted and whether it happens at specific times or continuously. Airtel said its technical teams would assess the feedback and use it to improve network performance.

NCC backs transparency

The Executive Vice Chairman of the Nigerian Communications Commission, Dr Aminu Maida, welcomed the initiative. He said it was consistent with the regulator’s growing emphasis on transparency and consumer empowerment in telecommunications.

Maida said Nigerians deserved reliable connectivity because of their increasing dependence on telecom services for business, education and communication. He noted that operators often announce investments in new network sites and capacity, but subscribers care more about when those investments would improve service in their locations.

“Transparency should help consumers understand the service available to them, report problems and see what actions follow,” he said.

Maida cautioned that having a network site close to a subscriber does not automatically guarantee reliable connectivity or faster internet. He said network performance could also be affected by congestion, transmission constraints and other technical factors.

Pressure on service quality

The launch comes amid continued concern over telecom service quality in Nigeria. Last week, the House of Representatives directed chief executive officers of telecommunications companies to appear before it to explain the persistent decline in service quality. It warned that those who fail to comply could face arrest.

Telecom operators invested more than N2.5 trillion in network infrastructure in 2025 to improve quality. The report also cited persistent fibre cuts.

For subscribers, Open Network gives a direct channel to report problems and check network status. For Airtel, location-specific feedback could help direct investment to areas with the greatest need, as service quality remains a major pressure point for operators and customers.