Nigeria's telecom sector is in crisis, with 413,587 consumer complaints recorded in the first half of 2026. The complaints, compiled by the Nigerian Communications Commission (NCC), reveal systemic failures in service delivery. Despite rapid growth in mobile penetration, operators struggle with chronic infrastructure gaps, leaving millions of users dissatisfied. The NCC's data exposes frustration among subscribers, with complaints ranging from poor network quality to billing disputes.
The majority of complaints, 228,992, were directed to Airtel, followed by MTN with 124,405, Globacom with 56,810, and T2mobile with 3,885. The NCC reported that 98.38%, or 406,938, of complaints were resolved. However, the volume of complaints highlights pressure on operators as subscribers demand reliable service and transparency over charges. Data depletion and billing issues are top concerns, with MTN recording 12,212 complaints related to data depletion between January and June.
Data depletion has become a significant issue, particularly after mobile Internet became more expensive following telecom tariff increases approved by the NCC. Subscribers are concerned about how long data bundles will last. MTN, which crossed 100 million subscribers in July, faced scrutiny over data usage. The operator rejected allegations of arbitrary data collection, citing changes in smartphone and application consumption of Internet bandwidth.
The NCC and operators attribute unexpected data depletion to factors such as device settings, applications, malware, and background processes. However, subscribers remain skeptical, and trust has become a significant issue. The NCC's data shows that data depletion is only one part of the problem, with quality of service, billing, and other issues also generating significant complaints.
Airtel had the highest resolution rate among the largest operators, resolving 99.38% of complaints, while MTN resolved 96.57%. Globacom recorded a 99.04% resolution rate, and T2mobile recorded 88.57%. The NCC handled complaints under the Quality of Service Business Rules 2024 and the Consumer Code of Practice Regulations 2024, which establish standards and timelines for resolving consumer complaints.
The NCC publishes the data to provide insight into complaint trends, service quality issues, compliance with regulatory obligations, and service providers' responsiveness. The regulator aims to ensure that operators meet basic expectations and provide reliable service. The complaints highlight the need for operators to improve service delivery and transparency.
The telecom sector's crisis underscores the importance of addressing systemic failures and infrastructure gaps. With over 192 million active subscribers, operators must prioritize reliable service and transparency to regain trust. The NCC's data provides a comprehensive picture of the industry's challenges, and operators must take steps to resolve complaints efficiently and effectively.
Key points
- Data depletion and billing issues top concerns, with 413,587 complaints recorded in H1 2026.
- Airtel had the highest resolution rate, resolving 99.38% of complaints.
- The NCC publishes data to provide insight into complaint trends and service quality issues.
