InFocus: Nigerian telecoms sector, QoS and consumer experience as shared priority

*Dr. Aminu Maida, Executive Vice-Chairman and CEO of the Nigerian Communications Commission, emphasises the recent considerable gains and progress recorded in the country’s communications industry and telecoms space in the past year have set the stage for rising digital use, and simultaneous higher expectations from Mobile Network Operators to enhance ‘network performance and reliability’

Gbenga Kayode | ConsumerConnect

Sequel to considerable gains and relative progress recorded in the telecommunications sector in the past year, the Nigerian Communications Commission (NCC) has mandated Mobile Network Operators (MNOs) to continue to improve on their Quality of Service (QoS), to boost consumer experience as a top, shared priority in the entire communications industry.

ConsumerConnect reports the NCC said developments in the country’s telecoms space 2024 have set the stage for rising digital use, and higher expectations from the MNOs for network performance and reliability.

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Dr. Aminu Maida, Executive Vice-Chairman and Chief Executive Officer (EVC/CEO) of the telecoms sector regulatory Commission, stated this in his recent official message contained in a newsletter to all stakeholders titled, “2026: Delivering Better Quality of Experience to the Nigerian Consumer”.

The Commission stressed the overarching objective of these critical areas of attention revolves around its priorities guiding the communications industry in the New Year.

Maida stated the year 2025 marked a clear turning point for Nigeria’s communications sector.

He also acknowledged that investment momentum returned, network expansion increased, and measurable progress was made, reminding industry stakeholders that “everyday service experience must remain our shared priority.”

In connection with what telecoms stakeholders should expect in the entire communications industry in the course of this year, Dr. Maida said for the sector to improve on the modest gains recorded 2024, Mobile Network Operators and partners should prioritise reliable and affordable products and services, and remain fully committed to this, so the industry the sector does not lose trust, and ultimately its role in achieving this vision.

On consumer protection, stable environment for telecoms investments

Underlining that Nigeria’s communications sector should protect consumers from essential service risks and harm, such as fraud, Dr. Maida urged service providers to offer quality, fair, and competitive services that connect and support families as a veritable part of the entire digital ecosystem.

“This shared ambition aligns with impersonation, cyberbullying, businesses, harmful content, and cyberattacks,” said he.

He equally stressed the need for protection for consumers, a stable and predictable environment for investments, and a strong, inclusive communication ecosystem for the good of all stakeholders.

The NCC Executive Vice-Chairman stated: “As we begin these new regulatory instruments like the Internet Code of Practice to ensure simple: better services that consumers can feel better protected, and services that are fair, competitive, and sustainable.”

He described these instruments as a critical enabler of productivity, innovation, job creation, and sustainability of the communications industry.

Maida intoned: “We are also strengthening a broader cybersecurity and trust framework for the industry, recognising that today’s networks connect not only people, but also devices, machines, and critical services.

“This will help ensure that Nigeria’s digital growth is built on strong foundations of security, trust, and resilience.”

Specific expectations from telecoms service providers

The Commission affirms the network operators have remained the engine of investment and innovation in the telecommunications sector of the Nigerian economy.

Underscoring the significance of this fact, Maida said: “We will work with you (MNOs) —but we will also hold you accountable, because the consumer’s experience must improve.”

The NCC Chief Executive noted the telecoms regulator, therefore, expects operators to continue to invest deliberately in expansion, capacity and resilience.

It also mandates them to reduce avoidable outages while strengthening incident response plans, and ensure transparent communication with consumers during service disruptions by clearly explaining the cause, actions being taken, and realistic timelines for restoration.

Maida as well urged the service providers to simplify tariffs and improve pricing clarity, in line with regulatory guidance; and upgrade customer care and complaint handling, treating complaints as critical feedback.

The Commission asked them to protect the integrity of the ecosystem, including timely settlement with critical suppliers and supporting service sustainability; and comply with the Guidelines on Corporate Governance for the industry as well as other extant regulatory obligations.

“Put simply: stronger networks, clearer communication, better customer care, stricter compliance,” Maida stated in the newsletter.

Some key industry performance indicators, by Maida

Reeling off some considerable achievements recorded in the entire communications sector of the economy 2024, the Commission disclosed that over the year, operators deployed over 2,800 new and upgraded sites, strengthening both coverage and capacity nationwide.

Broadband subscriptions grew by 6 percent from about 96.3 million to over 109.6 million from December 2024 to December 2025, lifting Broadband penetration from 44.43 percent to 50.58 percent today.

Maida also said while network performance is not yet where, “we want it to be in all locations, measurable improvements were recorded over the year.”

Impact of increased investments, national digital infrastructure projects

He further related that between December 2024 and December 2025, median mobile download speeds on 4G increased by about 24%, rising from approximately 16 Mbps to 20 Mbps, while average 4G download speeds increased by 18% from approximately 28 Mbps to 33 Mbps.

The EVC/CEO of NCC stated: “This reflects steady progress as a result of increasing investments and other measures.

“We highlight progress on 4G performance mainly because it remains the dominant technology in use today for Broadband Internet access, accounting for about 52% of mobile connections nationwide, and therefore, best reflects the everyday experience of most users.”

The Commission explained the expansion was underpinned by stronger network foundations, with 4G population coverage consolidating at about 85% and 5G expanding to roughly 13% of the population, and continuing to grow.

He restated that “together, these gains mark steady progress and set the stage for rising digital use and higher expectations for network performance and reliability.”

The Executive Vice-Chairman of NCC said the gains recorded are also reinforced by broader national digital infrastructure efforts, notably Project BRIDGE, being championed by Dr. ’Bosun Tijani, Honourable Minister for Communications, Innovation and Digital Economy (FMCIDE).

Maida affirmed the digital initiative aims to accelerate large-scale fibre deployment, targeting up to 90,000km nationwide, to strengthen digital backbone, improve network resilience, and support faster, more reliable Broadband services across the West African country.

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