MTN to Compensate Subscribers for Poor Service, Unveils Network Upgrade Plans

Nigeria’s largest telecom operator, MTN Nigeria, says it will compensate subscribers affected by recent service disruptions, in compliance with a directive from the Nigerian Communications Commission (NCC), while ramping up investments to improve network quality nationwide.

The move follows an order by the NCC requiring mobile network operators to compensate customers in areas where quality-of-service benchmarks were not met during November, December, and January.

In a statement issued on Thursday, MTN Nigeria said the directive underscores the regulator’s growing emphasis on consumer protection and reinforces a customer-first approach to telecom governance.

“At MTN Nigeria, our customers are the lifeblood of our business. We exist to connect Nigerians to the digital world, and we believe that every subscriber deserves a reliable, high-quality network experience,” the company said.

The operator confirmed that all affected subscribers in impacted locations will receive compensation for the specified period, in line with regulatory guidelines.

However, MTN stressed that beyond short-term compensation, its strategic focus remains on addressing the root causes of network challenges and enhancing overall service delivery.

The company disclosed plans to accelerate capital expenditure targeted at upgrading network infrastructure, boosting capacity, and improving resilience against outages. This includes modernising network equipment, strengthening redundancy systems, and deepening collaboration with tower infrastructure partners to improve uptime.

“We will continue to drive an aggressive capital expenditure rollout,” MTN said, highlighting plans for accelerated infrastructure upgrades to meet Nigeria’s rapidly growing demand for voice and data services.

MTN also acknowledged broader industry challenges impacting service quality, including infrastructure limitations and external disruptions such as vandalism and power constraints. It noted that it is working closely with regulators and ecosystem partners to mitigate these issues.

The development comes amid heightened regulatory scrutiny of telecom operators over service quality, as Nigeria seeks to strengthen digital connectivity in line with rising internet adoption.

In recent months, the NCC has intensified enforcement across the sector, signaling a tougher stance on compliance as operators contend with surging data traffic and evolving consumer expectations.