MTN begins airtime compensation to subscribers over poor service

MTN NIGERIA
MTN begins airtime compensation to subscribers over poor service

MTN Begins Airtime Compensation to Subscribers Over Poor Service

MTN Nigeria has initiated a compensation program for its subscribers following widespread complaints about poor service quality earlier in the year.

This move comes after a directive from the Nigerian Communications Commission (NCC), which mandated mobile network operators to provide restitution to customers in areas where service quality fell below established standards.

The compensation began in April 2026 and is part of a broader regulatory effort to strengthen consumer protection and enforce compliance with quality-of-service benchmarks.

Subscribers have reported receiving varying amounts of airtime credited to their accounts, with notifications confirming the credits. Some customers received modest sums such as ₦20 or ₦91, while others reported larger amounts like ₦284, ₦341, and even ₦900.

The exact criteria for determining these figures remain unclear, but eligibility is tied to subscribers who experienced poor voice, data, or SMS services and carried out at least one billable activity during the affected period.

The NCC clarified that the compensation process is automatic, requiring no applications from subscribers. Operators are responsible for identifying impacted users and crediting them directly.

This directive followed months of disruptions that affected communication, business activities, and access to digital services, sparking significant public dissatisfaction.

MTN has expressed its readiness to comply with the regulatory requirements while continuing to invest in network upgrades to improve service delivery nationwide.

The initiative underscores the growing emphasis on consumer rights in Nigeria’s telecommunications sector and highlights the regulator’s determination to hold operators accountable for service quality.