MTN Nigeria has announced plans to compensate subscribers affected by poor service, in compliance with a directive from the telecom regulator, while also committing to fresh investments aimed at improving network quality across the country.
The decision follows an order from the Nigerian Communications Commission (NCC), which instructed mobile network operators to provide compensation to customers in areas where quality-of-service standards were not met during November, December, and January.
In its response, the company noted that the directive underscores the regulator’s commitment to consumer protection and reinforces efforts to place customers at the heart of regulatory decisions.
“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 telecom operator confirmed that all affected subscribers would be compensated in line with the approved framework. “All consumers within the affected areas where service shortfalls were recorded will receive compensation for the operating periods of November, December, and January, in accordance with the applicable framework,” it added.
MTN Plans Major Upgrades as Data Demand Surges
Beyond compensation, MTN emphasized that its broader focus remains on enhancing service delivery and minimizing disruptions across its network. The company disclosed plans to ramp up capital expenditure targeted at strengthening infrastructure, including upgrading network equipment, improving resilience against outages, and working more closely with tower infrastructure partners.
“We will continue to drive an aggressive capital expenditure rollout,” the company said, highlighting its intention to fast-track infrastructure upgrades to meet the growing demand for voice and data services nationwide.
As part of these efforts, MTN also pledged to reinforce its infrastructure against environmental and third-party disruptions, while deepening coordination with tower companies to improve uptime and overall service reliability.
The company acknowledged that its operations are influenced by wider industry challenges, such as infrastructure limitations and external disruptions. However, it maintained that it would continue collaborating with regulators and other stakeholders to address these issues.
The development comes amid increased regulatory scrutiny of telecom operators over service quality, as demand for mobile data continues to rise. In response, the NCC has stepped up enforcement measures across the sector as Nigeria seeks to strengthen digital connectivity and ensure more reliable telecom services.
