The Nigerian Communications Commission (NCC) has reported that mobile network operators in Nigeria recorded a total of 413,587 consumer complaints in the first half of 2026. The complaints were largely related to network quality, data depletion, billing, and failed transactions. This development has raised concerns about the quality of service provided by telecom operators in the country. The NCC obtained these figures from the operators, which include Airtel, MTN, Globacom, and T2mobile.
According to the NCC, Airtel recorded the highest number of complaints at 228,992, followed by MTN with 124,405 complaints, Globacom with 56,810 complaints, and T2mobile with 3,885 complaints. Although operators resolved 406,938 complaints, representing 98.38 per cent of the total, the volume of complaints highlights the continuing difficulty of translating massive investment in telecommunications infrastructure into a consistently satisfactory experience for subscribers.
One of the most contentious areas remains data consumption, with MTN recording 12,212 complaints relating to data depletion, Airtel 9,806, Globacom 1,373, and T2mobile 5, bringing complaints on the issue across the three largest operators to 23,391. The data-depletion complaints have assumed greater importance because subscribers are now spending more on connectivity and are increasingly demanding clearer explanations of how their purchased data is consumed.
The NCC’s complaint statistics indicate that consumer concerns extend beyond data usage, covering voice and data quality, billing, failed payment transactions, recharge problems, SIM-related issues, value-added services, and number portability. The regulator has responded by moving towards a more direct consumer-redress mechanism, which includes automatic airtime compensation for subscribers affected by prolonged or repeated poor network performance.
The compensation framework, which took effect in April 2026, covers voice, data, and SMS services. Eligible subscribers do not have to submit individual applications, as operators are expected to identify affected customers through network-performance and billing records. The NCC has also begun auditing operators’ compensation claims, disclosing that operators had reported compensating more than 75 million subscribers.
The NCC has initiated an independent validation exercise to establish whether the reported payments reached all eligible customers. Meanwhile, operators are introducing tools to reduce disputes over data consumption by giving customers greater visibility into how their bundles are used. This move aims to provide subscribers with a clearer understanding of their data usage and help reduce complaints related to data depletion.
The situation is particularly significant following the telecom tariff adjustment approved by the NCC, which has increased the financial pressure on consumers at a time when mobile connectivity has become essential for banking, education, commerce, remote work, entertainment, and other everyday activities. The NCC's efforts to address consumer complaints and improve the quality of service provided by telecom operators are crucial in ensuring that subscribers receive a satisfactory experience.
Key points
- The Nigerian Communications Commission (NCC) reported 413,587 consumer complaints in H1 2026.
- Data depletion, billing, and network quality were among the top concerns for telecom subscribers.
- The NCC has introduced a compensation framework to provide automatic airtime compensation to subscribers affected by poor network performance.
