NCC’s interventions, growing connectivity issues and consumer experience

*Nigerian Mobile Network Operators’ comparatively poor Quality of Service with attendant unstable quality of consumer experience still largely remains a matter of serious concern to all categories of telecoms subscribers across the West African country’s digital ecosystem

Gbenga Kayode | ConsumerConnect

The comparatively poor Quality of Service (QoS) by Mobile Network Operators (MNOs) and consumers’ ebbing Quality of Experience (QoE) largely remain a matter of serious concern to all categories of telecoms subscribers in Nigeria’s digital ecosystem.

ConsumerConnect investigations revealed the persistently unstable, exploitative, and declining QoS has flattened any iota of expected telecoms consumers’ Quality of Experience.

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Likewise, keen industry observers have opined that the widespread, disruptive connectivity has debased consumer satisfaction, network stability, and probably, industry sustainability.

It is believed that millions of Nigerian subscribers are facing widespread poor telecoms services, including frequent call drops, slow Internet speeds, data depletion, and network congestion, despite relatively huge 50 percent tariff increases the sector regulator approved for them early 2025.

Incidentally, it is not only individual telecoms consumers but thousands of corporates and organisations that have suffered same untold disruptions in connectivity at the hands of MNOs.

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The highly purse-draining situation has resulted in undue loss of budgeted money, precious time, efforts, and related resources in real time in recent months.

Dimensions of declining service quality in telecoms

Among several other factors being advanced for the growing comparatively poor telecom services in the country, industry analysts have identified considers’ key complaints as high data costs, rapid data depletion, dropped calls, and unreliable, slow Internet connection, especially in major Nigerian cities, such as Lagos Abuja and Port-Harcourt, Rivers State capital.

NCC’s regulatory measurable improvements on QoS and sanctions for MNOs

As part of timely regulatory intervention and consumer-centric approach to industry issues, the Nigerian Communications Commission (NCC) has issued a firm ultimatum to telecoms operators across the country.

It is equally an established fact that the Commission is accelerating enforcement against major Telcos, such as MTN Nigeria, Globacom, Airtel and T2, formerly 9mobile, for failing to meet service quality standards in recent times.

Similarly, as regards regulatory actions, following a 50 percent tariff increase approved for the MNOs 2025, the NCC has issued fines.

Late 2025, the NCC specifically, demanded the MNOs to ensure urgent and measurable improvements in service quality, or face stiff regulatory sanctions.

The telecoms sector regulatory Commission as well demanded better Quality of Service from network operators, including IHS Towers, an integrated telecoms infrastructure company.

Still, as part of its regulatory interventions in ensuring excellent service quality, and enhanced consumer experience in the ecosystem, the Commission reportedly attributed the Telcos’ current abysmally poor services to “insufficient infrastructure” to support surging voice and data traffic, coupled with operator capacity limitations in the digital environment.

In respect of operator performance, while some network operators are reportedly investing in infrastructure, the NCC as the sector regulator, has noted that performance is, however, polarised as some of them are indeed, struggling with network stability till this day.

Urging telecoms consumers to seek and fast-track redress accordingly, the NCC has continued to encourage subscribers to report issues directly, to their service provider to receive a complaint ticket number, or escalate complaints to the NCC via the 622 toll-free line.

On network intelligence and performance measurement system

The Nigerian Communications Commission recently warned telecoms operators in the country to shore up their quality of services, or incur the wrath of the regulator.

Industry stakeholders and observers applauded the Commission’s riot act cum new-fangled initiative in regard to resolution of consumers’ persistent complaints about epileptic telecoms services, particularly since late last year.

In order to ensure transparency and accountability by the MNOs, the industry regulator recently inched a step further with reforms by introducing network intelligence and performance measurement system.

Indeed, in an unprecedented move to prove the seriousness of its threat to network providers, the NCC released a data-driven report it developed in partnership with Ookla, a global leader in network intelligence and performance measurement.

NCC disclosed its collaboration with Ookla indicated a deliberate strategy towards data-driven regulation in telecommunications.

The industry regulator further said the report being published quarterly, aimed to empower consumers to make “informed choices”, based on unbiased analytics rather than marketing claims being peddled around in ecosystem.

The report on the regulatory initiative apparently showed where each network stands in terms of network performance in the Nigeria Digital Economy space.

The Commission as well warned MNOs with performance deficits to prioritise investments for network stability, particularly in reducing jitter and latency.

According to NCC, this consequential measure will help them to meet telecoms subscribers’ growing demands for quality services in the economy.

The special report on network intelligence and performance measurement further reflected that latency, and jitter are negatively impacting Globacom network, giving its subscribers’ unpleasant user experience.

The Commission’s data as well indicated that network performance in Nigeria is increasingly polarised, with some operators making significant strides in high-speed delivery while others continue to struggle with consistency.

The NCC report, nonetheless, highlighted that MTN has the strongest national profile by consistently delivering high download and upload throughout alongside stable latency and jitter values.

It further noted that Airtel recorded a performance dip as the sector transitions towards 5G, and highlighted that latency remains an area for improvement for the network provider.

Still, the report commended the network for maintaining a competitive edge in urban download speeds via its 4G network.

In all, the Commission revealed the industry data showed that Telcos fell short of the four major key performance indicators.

These are dropped call rate, call set up rate, stand-alone dedicated control channel congestion rate, and traffic control channel congestion rate in the telecoms ecosystem.

Consumers speak on Telcos’ declining QoS, exploitative practices

ConsumerConnect investigations at the popular “Computer Village”, a leading transnational hub for sales and repair of mobile devices, ICT tools and equipment in the West African subregion, located in the heart of Ikeja, and other major areas of Lagos and parts of Ogun States, however, proved to the contrary.

Burning issues of data depletion, unstable latency and jitter values, no value for money, and seemingly unending poor network connectivity in recent times still cut across major networks in these areas.

Likewise, checks with banks and other financial institutions around Lagos inficated that achieving seamless online transactions has continued to become a big issue lately.

Incidentally, some bank customers said in installing bank applications on smartphones and other mobile devices besides other online transactions.

It is no wonder then, that some bank customer service executives are wont to direct customers with connectivity issues with the banking halls to switch to MTN network most times.

Surprisingly, some Information and Communications Technology (ICT) professionals, trainers, and neighbourhood “business centre” owners, who hitherto used to prioritise the South African-owned network provider over other networks recently lamented their “forced” resort to having alternative networks as back ups due to generally unstable connectivity.

Other broad spectrum of digital consumers derisively, have described their consumer experience with “all networks” simply, as “same of the same” in the telecoms ecosystem.

They specifically, noted that neither MTN, which prides itself on having superior infrastructure cum highest number of subscribers, nor other players operating and dominant in these two major states currently holds the ace as regards stable network coverage.

Sadly, some even blasted the likes of Airtel, Globacom, and newly rebranded T2 in certain areas as a result of what digital consumers described as the Telcos’ “persistent instability and unreliability” while draining their hard-earned money for little or no value in return.

Insight into NCC’s data-driven regulatory regime

Similarly, as gleaned from the NCC analysis of T2 (9mobile), the report equally indicated variable performance across different regions, and while occasional high-speed peaks were recorded, the data indicated a significant gap in its overall national Quality of Service in Nigeria.

Glo’s latency and jitter issues, according to the Commission, also negatively affected real-time applications, such as video calls and online payments.

Underscoring the fundamental objective of the regulatory initiative, a senior official of the Commission, who craved anonymity because the person was not authorised to speak on the sensitive issue reportedly said “for the NCC, the gloves are off.

“The Telcos will have to adjust or get a hammer,” Vanguard report said.

The top official also stated: “You need to see the report and you wouldn’t ask why people are not able to enjoy telecoms services anymore.

“At this time of our telecoms life? No, the regulator is now out to do its job.

“We are driving towards a data-driven regulatory regime, so nobody will accuse us of bias.”

The official also noted: “Although I am not supposed to talk officially on the issue, but what I am telling you is the mind of the commission.

“Data driven regulation strengthens transparency and drives better service delivery nationwide.

“When we identify these service gaps, it helps the Commission make evidence-based policy interventions that attract infrastructure investment and ensure reliable connectivity for all Nigerians.”

Are criticisms against Telcos’ poor QoS ‘half-truths’, unverified assertions?

Expectedly, in a class defence of some sort, major telecoms operators, including MTN Nigeria, Airtel Nigeria and Globacom, have attempted to disprove regulator’s and consumers’ claims of widespread digital infrastructure inadequacies, as noted in the NCC report.

On the recent uproar that erupted in the House of Representatives, in the National Assembly (NASS), in Abuja, FCT, over the possibility of express inclusion of electronic transmission of election results, especially in “real-time” in the amended Electoral Act 2026, it was gathered that the telecoms companies described some of Federal legislators and consumers’ scathing criticisms over their reliability for such a sensitive national undertaking as “half-truths”.

Speaking on the connectivity issues during a debate on the floor of the House regarding an amendment to the Electoral Act, Rt. Hon. (Dr.) Tajudeen Abbas, Speaker of the House of Representatives, had reminded his colleagues in the Lower Chamber of NASS that “many people think we need to embrace real-time electronic transmission in Nigeria.

“Still, within the very short time you’ve been in Nigeria, you should be able to speak to the quality of our Internet network.

“You should know that even in advanced cities like Abuja, you are not guaranteed stable Internet services all the time.”

Referencing the industry regulator’s data, Abbas stated: “Based on the NCC report, they said Nigeria is still underserved by almost 40 percent, which means 40 percent of territories at large in Nigeria are not covered by the internet.

“Now, tell me: for those who say we should go ahead and do that already, if you look at the number of our registered voters in this country, it is alarming. “It is sad to say that, even with the manual arrangement we are using, we are only able to capture about 12-15 percent of registered voters who come to vote every four years—that’s voter apathy. Very few people go out to vote.

Speaker Abbas further argued: “Now, if we are to introduce (only) the electronic system, it will further reduce the number because 40 percent of the country will probably not be able to vote as they don’t have adequate internet services.

Despite apparent pointers to the realities with regard to declining connectivity even in major cities, the Telcos rather urged the Federal lawmakers to rely on “verified data from the NCC” rather than what they summarily described as unverified assertions.

While a portion of the regulatory Commission’s data on network intelligence and performance measurement hailed some improvements in network stability and investments, yet a significant part of the report equally identified loopholes, and agreed to investigated consumers’ declining Quality of Experience of recent.

He said: “The opposition, even though they know the truth, they are Nigerians, they live in Nigeria, they travel all over Nigeria, they know that the level of Internet penetration in Nigeria is inadequate.

“There is no way you can have transparent elections with an inadequate system, and due to our country’s energy crisis, we do not have enough electricity.”

Abbas added the clincher: “The Internet is always powered; how do you power the entire country on the day of the election, so phones and Internet work with adequate electricity? All those are challenges that, for now, will not provide us the opportunity to do real-time transmission online.”

Consumers: Availability of digital infrastructure doesn’t translate to network stability nor reliability

Reacting to the barrage of official and unofficial criticisms from a wide spectrum of telecoms consumers, Engr. Gbenga Adebayo, Chairman of the Association of Licensed Telecom Operators of Nigeria (ALTON), argued that only statistics issued by the NCC should form the basis of any national assessment of telecoms infrastructure and coverage.

Adebayo reportedly stated: “Upon which survey or statistics is the Senate coming up with its position of inadequate telecoms infrastructure?

“As we speak today, over 70 percent of the country is covered by 3G and 4G networks, while 5G coverage stands at about 11 percent.

“The remaining areas are served by 2G.”

Perhaps not considering “reliability” of the system in respect of what telecoms consumers actually experience despite the “availability” high-falutin 3G-5G networks, the Chairman of ALTON also contended that even 2G networks are capable of supporting the controversial issue of electronic transmission of election results.

But, some industry stakeholders, including telecoms consumers, have pooh-poohed this argument and, averred that “availability” of high-end networks does not automatically translate into “stable and reliable” connectivity in the digital space.

Adebayo equally, warned against what he described as a blanket restriction, based on incomplete information.

He, nonetheless, acknowledged that a few states affected by insurgency present operational challenges, particularly regarding the safety of technicians maintaining telecoms facilities.

The telecoms expert, arguably though, maintained that these isolated cases did not justify declaring the entire country unprepared for electronic transmission.

As a way of out the current connectivity cul-de-sac, the Chairman of ALTON has urged industry stakeholders to develop targeted solutions for hard-to-reach areas in the country.

Going forward

For improved, robust, sustainable telecoms services in the Nigerian economy, analysts have said network operators wake up and do more to improve their fast-declining services instead of embarking on needless posturings in the face of stark realities concerning telecoms consumers’ ebbing quality of experience of late.

As Nigerian telecoms consumers still continue to experience poor service quality by the Telcos despite spending trillions of Naira annually on airtime, data, and digital services, industrial glitches have remained despite network operators’ repeated assurances to address these extant operational challenges.

Telecoms stakeholders and analysts again, have urged the NCC to intensify its regulatory oversight by “enforcing compliance” rather than proffering feeble excuses for aberrant service providers while fleecing consumers of their hard-earned money with scandalous profits, and so-called rising subscriber base.

The telecoms regulator should remind them that service quality attributed to three out of the four mobile network operators that failed to meet the industry standards for network service in the affected states is no longer acceptable in the 21st Century.

The reported 14 percent contribution of mobile telecommunications sector to the country’s Gross Domestic Product (GDP) should be sustained, if marked digital transformation is to be experienced, and recorded in the emerging Nigeria Digital Economy.

As some have noted, the NCC can collaborate with relevant agencies to ensure adequate security for telecoms facilities and engage other stakeholders on the need to protect telecommunications infrastructure across the sprawling digital environment.

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