The Commission’s Executive Vice-Chairman, Aminu Maida, made this known on Thursday during a media breakfast meeting in Lagos.

He explained that the directive followed confirmed cases where operators failed to meet the required minimum quality-of-service standards in several parts of the country.

Maida clarified that the compensation is not a refund issued by the regulator but a mandatory obligation imposed on service providers.

According to him, subscribers affected by service disruptions between November 2025 and January 2026 will receive airtime credits as compensation.

He added that those eligible will be informed about both the reason for the compensation and the amount credited.

Maida noted that independent verification processes would ensure that all affected users are duly compensated, warning that operators who fail to comply could face sanctions.

He stressed that telecom companies must take full responsibility for lapses in service delivery, adding that the compensation policy is part of wider efforts to strengthen accountability and rebuild consumer trust in the sector.

The NCC has also enhanced its monitoring framework by shifting performance assessment from the state level to local government areas.

Maida said this more detailed approach would help identify specific locations and timeframes where service failures occur, rather than relying on general complaints.

To tackle network challenges, telecom operators are planning to upgrade about 12,000 base stations in 2026. He revealed that only around 300 upgrades were completed in 2025, which contributed to network congestion amid increasing data demand.

However, about 2,800 upgrades have already been achieved in early 2026.

These improvements include expanding existing capacity, deploying new infrastructure, and transitioning from older 2G and 3G networks to more advanced 4G and 5G technologies.

Maida described spectrum as the “highways” of telecommunications, noting that better allocation has already improved data speeds in some locations.

He cautioned, however, that improved network performance may not immediately result in better user experience due to rising data consumption.

“When service improves, usage increases, and congestion can return quickly if capacity is not consistently expanded,” he said.

Maida emphasised the importance of sustained investment in fibre infrastructure to deliver affordable, high-quality internet across the country, adding that the NCC will continue to track key performance indicators such as data speed and latency.