MTN Nigeria has announced plans to compensate subscribers affected by poor network service following a directive from the Nigerian Communications Commission (NCC), while also unveiling fresh investments aimed at improving service quality across the country.
MTN disclosed this on Thursday after the NCC ordered mobile network operators to compensate customers in areas where quality-of-service standards were not met during the months of November, December, and January.
In a statement, MTN said it would fully comply with the regulator’s directive, describing the move as a strong reflection of the NCC’s commitment to consumer protection and customer satisfaction.
“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 stated.
The operator confirmed that all customers in the affected locations would receive compensation in line with the regulatory 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,” MTN said.
While assuring customers of the compensation process, the company emphasized that its bigger focus remains fixing service challenges permanently through major infrastructure improvements.
MTN said it would intensify capital expenditure to strengthen its network capacity, improve service reliability, and reduce disruptions across its operations.
“We will continue to drive an aggressive capital expenditure rollout,” the company said, noting that the plan includes “accelerated infrastructure upgrades” to meet the growing demand for voice and data services nationwide.
According to the company, the upgrade strategy will cover modernization of network equipment, stronger protection against outages caused by environmental and third-party disruptions, and improved collaboration with tower infrastructure providers to boost uptime.
The telco also acknowledged that some of its operational challenges are linked to wider industry issues such as infrastructure limitations and external disruptions, but insisted it remains committed to working with regulators and stakeholders to address them.
It pledged to deepen cooperation with tower companies and other partners to ensure better network stability and improved customer experience.
MTN has faced increasing pressure from regulators over service quality concerns in recent years, particularly as demand for mobile data and internet connectivity continues to rise across Nigeria.
The NCC, on its part, has stepped up enforcement measures across the telecom industry as part of efforts to strengthen digital connectivity, improve service delivery, and ensure operators meet required standards in Africa’s largest telecom market.
