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Network service providers like MTN, Airtel, Globacom, and T2(formerly 9mobile) have been directed to compensate customers automatically for network failures from April 2026 by the Nigerian Communications Commission (NCC), which oversees telecom services in Nigeria.
Before now, customers have complained about poor service with little or no improvement by the network providers. Now, compensation by the operators is mandatory and proactive. 
What Counts as “Network Failures”
The directives by the NCC cover network failures by the operators, but as a customer, you have to know what exactly falls into the network failure category. Not every small glitch qualifies, and failures must be a verified outage or repeated issue.
It is a network failure if:
- When you try to make a voice call, your call drops, or you’re unable to connect.
- There is a delay or failure when you send an SMS
- You are experiencing slow data speed, no connection, or data interruptions.
The policy specifically targets prolonged outages and repeated failures, such as consistent bad service over time.
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What Kind of Compensation Will You Get?
Compensation depends on the duration of the failure, how bad it is, and NCC’s validation.
No, you will not be getting refunds to your bank account. The compensation will typically come as airtime credits and, depending on the operator implementation, data bonuses.
However, compensation will be automatic and given based on the location of the affected local government areas.
Who Is Eligible?
As an individual or business, you qualify for NCC airtime compensation if you were in an affected LGA during the service disruption and experienced poor service (calls, SMS, or data issues). You are also entitled to compensation if you made at least one billable activity, such as a call, sent an SMS, or used mobile data.
How To Get Compensated
Even though it’s automatic, there are things you have to do.
For eligibility, you have to make or have made at least one call, SMS, or data session during outages. Also, you have to take note of the times and locations where you are/were during the outage or poor service. This will help you if you need to escalate.
Since it is automatic, make sure to look out for bonus airtime or unusual top-ups.
If you believe you were affected but did not get any compensation, contact your network provider. If it doesn’t get resolved, escalate to the NCC via their official site.
This NCC airtime compensation policy aims to force telecom operators in Nigeria to improve their service quality, make them accountable, and give consumers value.
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