• MTN Nigeria has started crediting subscribers with airtime for poor service experienced in January 2026
• The move follows a directive from the NCC mandating compensation for service shortfalls between November and January
• MTN confirmed all affected customers in impacted areas will be compensated under the regulatory framework

Telecommunications giant MTN Nigeria has begun issuing airtime compensation to subscribers affected by poor network service, following a directive from the Nigerian Communications Commission (NCC).

Some customers confirmed receiving airtime credits tied to service disruptions experienced in January 2026.

Notifications sent to users read: “Dear Customer, your account has been credited with N341 airtime for quality of service issues in January 2026. Thank you for your understanding.”

The compensation amounts vary significantly, with some subscribers reporting credits as low as N20 and others receiving N91 or higher amounts such as N341. It remains unclear whether all affected users have been compensated or the exact criteria used to determine the amounts.

The development follows regulatory action by the NCC, which ordered telecom operators to compensate customers in areas where quality-of-service benchmarks were not met during November, December, and January.

The directive forms part of broader efforts to enforce compliance and improve consumer protection across Nigeria’s telecom sector.

In response, MTN Nigeria reaffirmed its commitment to implementing the compensation framework while prioritising long-term improvements in service delivery.

“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.

“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.

Beyond compensation, the telecom operator said it is accelerating investments to strengthen its network infrastructure and reduce service disruptions.

According to the company, plans are underway to upgrade network equipment, improve resilience against outages, and enhance collaboration with tower infrastructure partners.

“We will continue to drive an aggressive capital expenditure rollout,” the company said, outlining plans for “accelerated infrastructure upgrades” to support rising voice and data demand in the country.

MTN also acknowledged that network performance challenges are partly linked to broader industry constraints, including infrastructure limitations and external disruptions.

However, it pledged to work closely with regulators and other stakeholders to address these issues and improve service reliability.

The compensation rollout comes amid increasing scrutiny of telecom operators by the NCC, as Nigeria experiences rapid growth in internet usage and demand for digital services.

The regulator has intensified enforcement of quality-of-service standards, placing greater emphasis on accountability and customer satisfaction.

While the ongoing compensation may offer short-term relief to subscribers, industry observers note that sustained improvements in network quality will be critical to restoring consumer confidence in Nigeria’s telecom sector.

MTN suspends xtratime service over new FCCPC lending rules

Meanwhile, TheRadar earlier reported that MTN Nigeria temporarily suspended its Xtratime airtime and data advance service following new consumer lending regulations introduced by the Federal Competition and Consumer Protection Commission.

The telecom company announced the move in a filing submitted to the Nigerian Exchange Limited, explaining that the suspension is necessary to comply with the FCCPC’s Digital, Electronic, Online or Non-Traditional Consumer Lending Regulations, 2025.