KPIs: MTN, Airtel face telecoms consumers’ fresh scrutiny over poor network services

*MTN Nigeria and Airtel Networks particularly, face a fresh scrutiny from telecoms consumers over their purported seemingly unending poor call, data, and other ancillary services in regard to their regulatory Key Performance Indicators with the Nigerian Communications Commission 

Isola Moses | ConsumerConnect

Against the backdrop of their reported “reckless disregard” for poor Quality of Experience (QoS), telecoms consumers have lambasted MTN Communications Nigeria and Airtel Networks, two of the country’s operating Telcos, for their alleged failure to explain why paid and loaded call credits and data just disappear in recent times.

ConsumerConnect had reported the relatively poor call, data, and other digital services have continued to disrupt the daily life of individual Nigerians, business operations, and organisations.

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There are reports of network providers’ poor Quality of Service coupled with alleged exploitation, and unsatisfactory consumer experience across the country.

MTN Nigeria and Airtel, however, face fresh scrutiny from telecoms consumers over their purported seemingly unending poor call, data, and other ancillary services in the entire digital ecosystem.

NCC’s regulatory interventions

It is recalled that the Nigerian Communications Commission (NCC) recently directed all the Mobile Network Operators (MNOs) operating in the West African country to pay compensations to telecoms consumers in forms of airtime credits, calculated based on subscribers’ average spending pattern, for instances of poor service quality recorded within specified time frames

The NCC said affected telecoms consumers are those whose network quality of service experience is below specified targets within their specific locations.

Nnenna Ukoha, Head, Public Affairs Department at NCC, who said this in a statement issued late March 2026, noted the Commission’s position is that subscribers should not be made to bear the full burden of service disruptions where operators fail to meet prescribed standards of service delivery in the ecosystem.

The telecoms sector regulatory Commission said under this directive, erring network operators would compensate affected consumers “directly for breaches of Quality of Service (QoS) Key Performance Indicators (KPIs)”.

The statement also noted that Mobile Network Operators (MNOs) should be required to pay these compensations for instances of poor quality of service recorded within specified time frames.

Consumers blast MTN, Airtel over alleged ‘reckless disregard’ for subscribers

Investigations revealed that several telecoms subscribers had continued to lament the major network operators’ inexplicable data loss and dropped calls despite their apparent market dominance.

Some subscribers frowned on the Telcos’ lack of responsibility and accountability.

Still other telecoms consumers called for boycotts, or NCC’s stiffer stronger regulation while others debated whether occupation or competition better addresses the frustrations.

Leading the current crusade against MNOs’ purported impunity is Omoyele Sowore, a former presidential candidate for the African Action Congress (AAC).

Sowore, in a post on his verified official X account Thursday, April 23, 2026, demanded “total occupation” of MTN Nigeria over chronic service failures.

He also urged Nigerians to occupy MTN Nigeria offices.

The politician cum activist also attached a 2026 chart by the Nigerian Communications Commission (NCC) to buttress his claims of the Telcos’ comparatively poor performance.

The chart indicated that MTN controls 51.8% of the nation’s 182 million telecom subscribers, far ahead of Airtel (34.1%), Glo (12.3%), and 9mobile, now T2 (1.8%).

He asserted: “Why MTN must face total occupation by Nigerians! “They dominate Nigeria’s telecoms space but operate with reckless disregard for their customers.

“Data vanishes without explanation, calls fail repeatedly, and accountability is nonexistent. MTN is totally and irreversibly irresponsible.”

Commenting on his consumer experience also, an X user, Olu of Rage demanded accountability rather than occupation.

He wrote: “I feel the frustration from MTN’s service issues (vanishing data, failed calls) are real and unacceptable for Nigeria’s biggest network.

“But ‘total occupation’ isn’t the answer. Stronger regulation, real enforcement by NCC, and genuine competition will serve customers better than government takeover. Let’s push for accountability, not occupation.”

The consumer stated: “With the Glo1 cable, Glo should be the one holding the largest share of the Internet space.

“Sadly, I don’t know what they are actually doing towards Internet services stability.”

Mani joined the online conversation and posted: “I’m surprised Airtel has more subscribers than Glo.

Trende Oracle also argued that MTN is the highest telecoms company in Nigeria, and that is the advantage they are taking in cutting of the country’s network.

The subscriber noted: “Imagine a company does massively in all angles and if they are been controlled by corrupted personals, what great damage they can do.”

Benald Best poured out his grievance over the rate at which his data gets consumed, saying: “Seriously, I don’t know how my data runs out, it is so annoying.

“When I noticed it, I stopped doing data on MTN and I tried Airtel if my data will vanish as well.”

In his submission, John Emodi noted that he believes MTN has failed to live up to the expectations of Nigeria simply because the company knows that there is less competition in Nigeria’s telecoms industry.

Emodin wrote: “MTN understands there is no much telecom competition in Nigeria because the citizens overwhelmingly depend on their services. We really need a different internet service providers to step up and offset this imbalances.

“Even the government is complicit for tolerating their activities,” Emodi wrote.

NCC: Consumers remain core mandate of telecommunications

Underscoring the strategic place of consumers in the telecoms ecosystem, Mrs. Ukoha, Head of Public Affairs at NCC, explained the recent initiative of compensations for consumers over poor telecoms services was rooted in the Commission’s broader regulatory philosophy that places the consumer at the centre of Nigeria’s telecommunications space.

The NCC further emphasised that telecommunications services on modern times, underpins economic activity, social interaction, and access to digital opportunities.

When service quality is poor, the consequences affect productivity, commercial activities, and even public confidence in our communications system, the statement noted.

The Commission as well recommended certain measures to strengthen service quality monitoring, performance standards

It said regulatory fines have traditionally served as a deterrent against poor service delivery, the NCC is adopting a more consumer-focused approach that strengthens accountability within the industry.

The telecoms regulator explained it designed this concept to complement existing and ongoing efforts at strengthening service quality monitoring and enforce performance standards.

Besides compensation by MNOs, the NCC also mandated tower companies, who own the critical infrastructure for Quality of Service delivery, such as masts, to invest in infrastructure with measurable outcomes.

The industry regulator as well with sums that it has fined these companies, in addition to other financial fines, the Commission would deem appropriate.

Ukoha added that the Commission assured consumers of reinforcing the obligation of operators to invest consistently in network resilience, capacity expansion, and infrastructure upgrades to meet the growing demand for telecommunications services.

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